Success story: Speech Analytics at the service of Quality
The Platinum Contact Center Awards for the Best IT Project in Text Analytics and PLN has culminated in a collaboration between E-voluciona By Intelcia and Danone, who have always sought the highest quality in each project.
In this success story that we share with Contact Center Hub magazine, we unravel the details of this project that was created to find a solution to systematise and increase the volume of management quality and at the same time enable advanced analytics to enhance the sale of product and service. A Speech Analytics project was developed for Danone to automate quality management, sales performance analysis and voice of customer analysis related to products and promotions.
It is a natural language intelligence solution that E-voluciona has implemented in a multinational food company whose main advantage is the versatility and ease of coding and implementing the solution in operations.
In the words of Dacil Borges, Speech Analytics Area Manager of E-voluciona by Intelcia, she points out: “The most significant thing for us has been the efficiency achieved in each unit call, obtaining not only the sales analysis but also maintaining the same quality control and operational efficiency. It is also worth mentioning the teamwork since speech projects require a lot of training and deep knowledge of the operations, incorporating the client as an active agent in the project’s programming has been fundamental”.