VoicePrism™
Call Center Solutions

Call Center Solutions

“This call may be monitored to ensure quality service.” But how useful is your monitoring?

Your call center is the front line of your communications with current and potential customers, and the experience they have may make or break their satisfaction, willingness to make a purchase or brand loyalty forever. With VoicePrism's CallPrism, you can get the information you need to identify optimal sales and upselling strategies for increased revenue, weed out your own poor performers, reduce operating costs and improve the overall effectiveness of the call center. With improved customer service and valuable emotional data on how to optimize revenue opportunities, you'll convert new customers, build better relationships with existing ones, and make more sales.


A More Effective Tool
For years, the only tools to evaluate call center performance have been expensive, time-consuming and unwieldy. They are not able to monitor all calls in real time, and only analyze the words being spoken and not their emotional context. Since this results in missing all but the most obvious problems, these tools fail to illustrate the customer service "big picture" or allow companies to develop viable strategies for improvement.

Emotion is the Key to Understanding
Any time a customer calls your call center, he or she experiences emotions that either improve or damage the relationship. Our technology consistently and objectively measures this emotional context of every call center interaction -- the emotional intensity, confusion, stress, happiness, anger or misunderstanding resonant in human voice patterns. CallPrism provides powerful, simple-to-use notifications and reports designed to facilitate faster and better decisions.

By implementing CallPrism, you'll be able to monitor the emotions on both sides of every call. With the real-time intervention option, you can automate the workflow to notify the agent or supervisor about what emotions the caller is experiencing, so that he or she might respond accordingly. CallPrism also provides the ability to analyze thousands of recorded calls quickly and easily. Instead of reviewing a small number of calls randomly for Quality Assurance, CallPrism highlights the most problematic calls AND the specific problem areas within each call. CallPrism gives you the information you need to better train and manage your call center employees, and most importantly, to build stronger, more profitable customer relationships.

"After 15 years in the call center industry, I have learned that being able to differentiate our company from the competition is a critical component of our success. That's why Marketing Alternatives constantly evaluates new technologies and innovations with an eye toward bringing added-value to our clients.

Recently, we engaged with VoicePrism for their expertise in voice analysis. Specifically, we wanted to utilize emotional content analysis as a tool for improving our catalog sales upsell performance. After evaluating the results provided by VoicePrism, we were able to pinpoint both what makes an agent proficient at upselling as well as what prevents an agent from achieving results.

If you are looking to an innovative way to differentiate your call center, I highly recommend engaging with VoicePrism - the results speak (and pay) for themselves."

- Gary Stanko, President, Marketing Alternatives

Call Center ProductsCall Center Products

VoicePrism offers four different CallPrism products. Each one provides critical emotional content, but at varying stages in the process and for the desired level of integration with call center operations.

FEATURES BENEFITS
Easy Integration Integrates with all standard call center software application and hardware.
Instant Results Time is critical when dealing with customers. Immediately know when your customers are dissatisfied and proactively remedy the situation. Know exactly when your agents are stressed and frustrated in order to prevent poor customer service.
Learning Capabilities CallPrism can be trained to find and locate specific call "signatures" such as "Needs Immediate Attention" or "Manager Inquiry." Once the system learns a signature, it will accurately identify category flags.
Save Time No longer will you need to listen to an entire call to find problems. Pinpoint the exact location of a problematic call.
Patented Voice Technology Measure emotions experienced by your customers or employees to help provide more accurate and valuable information than ever before.
Scalability Works in any size call center. Our solutions can grow quickly and easily along with your organization. Process 200 hours of recorded calls in less than an hour.
Global Design Analysis works on every call your call center receives regardless of the language or dialect.