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Strategy
Speech Analytics
Technology

Contact Center strategy many times is foregone with focus on metrics, metrics, and more metrics. 

 

At Interplay Analytics, we review your overall operational plan to determine ways in which you can:

  • decrease operational costs

  • increase revenue

  • better the customer experience

Whether you're building a contact center from scratch or need to modify an existing center, we can help.

 

We can not only help you choose the technology that is right for your needs, but we can assist you in building processes around that technology.

Our Expertise

We focus on everything contact center.  If you're building a contact center or have one that has been around for years, we can help!

Industries
Quality
Salesforce.com

Speech Analytics is the process of analyzing recorded calls bringing structure to customer interactions.  This allows discovery into how organizations can decrease costs, improve sales effectiveness, minimize risk, and increase customer satisfaction.

 

We can help you use that technology to pinpoint cost drivers, trends and opportunities, and identify strengths and weaknesses in processes, technology, and agent behavior. 

We can help your organization make the most of your Salesforce investment by:

  • Defining your needs

  • Administering the application

  • Project managing

  • Developing reports

  • Defining Workflows and Knowledgebase best practices

  • Integrating to your CTI

  • Improving process flow

  • ...and more

Quality is key to success in a contact center.  Your customer experience can be based upon the performance of the agent and how he or she handles the customer. 

 

We can help you write or rewrite the Quality questions important for your business, reevaluate the process, and revamp the program overall if needed.  We also have experience in outsourcing.

At Interplay Analytics, we can assist many industries including but not limited to:

  • Communications

  • Financial

  • Healthcare

  • Technology

  • Collections

  • Insurance

  • Transportation

  • Energy and Utilities

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