Voice of The Customer Solutions: SESTEK (Speech Enabled Software Technologies) Is A Speech and

www.sestek.
com
VOICE OF THE CUSTOMER SOLUTIONS

SESTEK (Speech Enabled Software Technologies) is a speech and communication technology company operating since 2000 as the market leader in Turkey with its best-in-class products. It has a financial power proven by Deloitte FAST 50 & FAST 500 programs consecutively from 2008 onwards, a pioneer role in university-industry collaboration, unique patented technologies and strong references from the leading companies of Turkey.
SESTEKs state-of-the-art product range includes Voice Biometrics Solutions (Vocal Passphrase, Speech Enabled Password Reset, Speech Enabled Second Factor Authentication, Verification On-the-Go, Blacklist Identification and Mobile Device Authentication); Voice of the Customer Solutions (Call Recording, Quality Management, Speech Analytics, FCR Analytics, Customer Feedback and Social Media Analytics); Customer Services Automation Solutions (Text-to-Speech, Speech Recognition, Call Steering, Automated Outbound Dialer, Speech Enabled Auto Attendant and Mobile Assistant SDK); and Productivity & Edutainment Solutions.
ITU Ayazaga Kampusu Koru Yolu ARI-2 Teknokent Binasi A Blok No:A4/4 34469 Maslak-Istanbul-TURKEY T: +90(212)286 25 45 F: +90(212)286 25 47 e-mail: sales@sestek.com
www.sestek.com
Everything You Need to Hear Your Customers Voice:
VOICE OF THE CUSTOMER

In todays competitive market customer experience defines the true value of a business. Voice of the Customer is your key to grasp the spirit of your customer interactions. Through the collection, evaluation, analysis and reporting of multichannel interaction data you will effectively assess customer satisfaction, elaborately measure key performance indicators, powerfully optimize your quality management and gain invaluable insights to act upon for operational excellence.
SESTEK Voice of the Customer captures data directly from customers through customer feedback and indirectly from interaction records from all channels such as phone, social media or web. The combination of all the channels provides a holistic view of the customer behavior and enables progressive and visually augmented analytics. The synergy of the individual components such as Quality Management and Speech Analytics allows for extended quality management capabilities and better judgment based on comparative evaluations such as between Quality Management and Customer Feedback. The components of the Voice of the Customer Suite are Call Recording, Quality Management, Speech Analytics, FCR Analytics, Customer Feedback and Social Media Analytics.
www.sestek.com QUALITY MANAGEMENT

Quality Management is one of the basic challenges of contact centers. SESTEK Quality Management enables the evaluation of recorded customer interactions through customizable evaluation forms. The technology addresses the need for maintaining quality standards for contact center interactions and is therefore a key component of achieving customer satisfaction. The basic features of Quality Management are creation of customizable and intelligent evaluation forms, advanced call filtering options (that can be empowered by speech analytics) and user friendly reporting interface. Basic Features Elaborate filtering options for specifiying the most relevant interactions for evaluation User-friendly interface Flexible, customizable and intelligent evaluation forms Rule-based interaction between evaluation form items Centralized administration and extensive role management Agent scorecards Rich and easy-to-use reporting interface and dashboards Speech Analytics integration FCR Analytics integration Key Benefits Quality assurance Enhanced customer satisfaction Operational excellence
www.sestek.com SPEECH ANALYTICS
SESTEK Speech Analytics is an ingenious combination of state of the art speech technologies which provide contact centers with powerful tools for optimizing quality management, driving customer satisfaction, improving workforce efficiency and gaining invaluable customer intelligence. The large volume of calls in contact centers exceeds the ability to analyze all the interactions manually through conventional quality management tools and results with inefficient quality assurance in which most of the critical interaction data has to be ignored. Speech Analytics converts the recorded contacts into machine-readable text and analyzes customer-agent interactions based on its speech-to-text, emotion detection and search technologies. Basic Features Practical search engine allows users to search for an unlimited number of terms by creating queries that include various parameters such as date, agent group, word group, word proximity, customer gender, interruption rate etc. Topic identification feature evaluates the whole content of speech and classifies calls into specific categories of interest through automated statistics and machine learning rather than simply flagging calls by a specific word as in word spotting. Separation of customer and agent speech through stereo call recording.
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Emotion detection feature analyzes the emotional dimension of conversations to provide insights into the characteristics that create customer dissatisfaction as well as satisfaction through the evaluation of a rich set of parameters such as anger ratio, monotony of speech, interruption, block speech and silence. Statistical comparison feature enables companies to analyze recorded calls statistically by applying root-cause analysis.
Quality Management and FCR Analytics integration empowers Quality Management and FCR Analytics modules with Speech Analyics features. Online module analyzes spoken interactions as they occur and alerts the supervisor real-time. Trend analysis feature helps companies gauge the effectiveness of marketing efforts and evaluate company situation with regards to competitors by focusing on the most frequently used words and phrases within a given time period. Comprehensive reporting features enable users to create reports on a daily/weekly/monthly basis and share them with related departments as XML documents via email.
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Key Benefits Enables very efficient and elaborate quality management through topic based and emotional filtering of all interactions. Eliminates the risk of negative conversations with the customers by pinpointing each and every inappropriate script usage as well as leveraging emotional parameters such as anger ratio, monotony, interruption, block speech and silence. Provides invaluable customer intelligence for customer experience enhancement, marketing and product management. Helps to increase first call resolution. Enables real time support with online module. Technical Requirements Stereo call recording in G711 format 100 hours of calls to be transcribed by the transcription tool for each operation.
www.sestek.com FCR ANALYTICS

First Contact Resolution (FCR) is one of the most critical key performance indicators in contact centers. It is measured as the rate at which customer issues are resolved during the first contact. It is demonstrated that repeating contacts for unresolved issues is among the foremost factors that evoke dissatisfaction in customers. SESTEK FCR Analytics helps measure FCR rate according to the customizable evaluation criteria. FCR analytics can be empowered with Speech Analytics topic identification feature to avoid misjudgment about multiple contacts within a given time period in which contacts are done for different purposes and therefore should not be called labeledFCR. Basic Features Integrates data from ACD, CTI and Speech Analytics for the most accurate measurement. Applies FCR as a filtering option for Quality Management. Key Benefits Increases first call resolution rates. Enhances customer satisfaction. Increases efficiency through reducing repetitive calls. Technical Requirements CTI integration Speech Analytics (if topic identification feature is to be used)
www.sestek.com CUSTOMER FEEDBACK
SESTEK Customer Feedback is the most straightforward way to learn about your customers experience: Just ask the customers! The feedback can be right after the interaction or any other time through any of the IVR, e-mail or SMS channels. The feedback dialogue is customized according to the needs of the contact center and IVR outbound calls can be interactive thanks to speech recognition capabilities. The result is invaluable analytical data directly extracted from the voice of the customer. Basic Features User-friendly interface for configuring feedback messages Elaborate features for customer feedback time planning Multichannel feedback from IVR, e-mail or SMS Advanced Speech Recognition features for interactive IVR dialogue Text-to-speech features to used for increasing customer satisfaction by for example announcing the customers name from the database Key Benefits Raised customer satisfaction Increased customer loyalty Invaluable insights for operational improvement A direct control point for indirect quality evaluations A holistic perspective over quality management Learn what customers think about your organization, campaigns and product Increased responsivity to customer needs
www.sestek.com SOCIAL MEDIA ANALYTICS

In todays world, not all interactions are done by phone and interaction channels such as social media, chat and web is taking its place in an increasing pace. SESTEK Social Media Analytics actively keeps track of the web and helps construct a unified view of multichannel customer interactions.
Basic Features Real-time tracking and analysis of social media Manages company and competitor analysis from its user-friendly interface Sentiment analysis and classification of the content Statistics based on classified items Automatic reply to social media postings Rich and comprehensive reporting interface Tag cloud view Elaborate filtering options Drill down feature Key Benefits Hear the voice of the online customer Capture invaluable customer intelligence Gain insights in terms of market condition and product reputation Use analytics for competitive edge Apply online public relations strategy
Embrace technology with your voice

For further information please contact us: sales@sestek.com Here is our web site: http://www.sestek.com Watch our video at: http://www.youtube.com/watch?v=ett6q1EkXKY

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www.sestek.

VOICE OF THE CUSTOMER SOLUTIONS

Everything You Need to Hear Your Customers Voice:

VOICE OF THE CUSTOMER

www.sestek.com QUALITY MANAGEMENT

www.sestek.com SPEECH ANALYTICS

www.sestek.com FCR ANALYTICS

www.sestek.com CUSTOMER FEEDBACK

www.sestek.com SOCIAL MEDIA ANALYTICS

Embrace technology with your voice

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