While some contact centers have analytics to measure trends in operations, processes and customer behavior, IVRify offers voice-to-text transcription for the calls made in the contact center. The aim is to identify specific words or phrases that comply with the quality, audit and compliance areas. The policies are set by various regulatory agencies involved in the service, product, vertical business, etc., to ensure the contact center is providing service to its customers.
Data mining will be easier with the voice-to-text transcription to provide information on compliance, behavior, requests, and other organization objectives. This feature enables organizations to ensure control of all the interaction information in its operation centers.
In conjunction with the organization, this module is set up to identify words, phrases, repetitions (if applicable), as well as create a range of reports required for internal/external compliance.
