A modern-day contact center has numerous moving parts, ranging from customer engagement applications, queuing, and routing systems, to CRMs and workforce optimization solutions. Running this complex ecosystem seamlessly and harmoniously is critical to reducing customer effort and delivering world-class customer satisfaction.

However, the industry lacks a platform that binds these different components together synergistically

Backed by a stellar award-winning journey in orchestrating superior customer experiences for more than two decades, CSS Corp brings CSS EDISON™ – its definitive CX Transformation Platform. CSS EDISON™ is an end-to-end technology platform that unites customer services’ three essential pillars seamlessly: elevating customer engagement, driving intelligence & insights, and amplifying agent productivity. Its modules leverage cutting-edge technology, including AI, cognitive RPA, analytics, and augmented reality, to deliver customized solutions for clients, and ensure tangible business benefits for them.

Speech Analytics is Dead Long Live Voice Analytics

Speech analytics technologies are centered on the content of a conversation. Such solutions are only designed to analyze what was said by customers and associates, and in what context. This is achieved by converting speech into text or through phonetic indexing. The result is a searchable database of what associates and customers said during the conversations.

Whereas our Voice analytics solution that leverages Amazon Connect focuses on how it was said. Voice analytics hones in on and scores certain qualities of a speaker’s voice, such as tone, pitch, and tempo to form an assessment, such as measuring the customer’s mood.

For example, a customer may use the word “fantastic,” but by recognizing cues, a voice analytics solution can determine that the customer is unhappy. The associate may then receive an alert on how to respond appropriately.

Considering these changes and to serve its customers better CSS Corp has created a market tested tool that helps to

•** Automate 100% of QA process** for performance improvement of agents and appropriate call handling • Enables holistic product feedback by integrating Social Media, Sentiment Analysis, Chat Analysis, Email Analysis, and Voice Analysis of data from major CRM and ITSM soultions • Automatically discovers and analyzes words, phrases, categories, and themes spoken during calls to reveal rising trends and areas of opportunity or concern • Can transcribe and analyze recorded calls to help surface valuable intelligence

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