• INDUSTRY SPOTLIGHT: SmartScribe

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    Fusion’s plug ‘n’ play application SmartScribe® shines a light in minutes on your customer interactions. Find out how.

    SmartScribe® from Fusion.

    Switch the lights on in minutes and learn what’s really going on between your agents and your customers. SmartScribe® is easy to deploy and brings relevant analytics from the get-go.

    Use your call and screen recordings to capture insight into your compliance, quality monitoring, customer service and agent performance.

    The Smart Approach

    Contact Centres have a number uses for transcription, speech analytics and screen recording. But what are the most popular ones?

    1. Redaction: In our GDPR age and with PCI regulations tightening, ensuring your call recordings are compliant with both is important. A tool like SmartScribe® removes sensitive information from the call transcription and the recording, leaving your Contact Centre free to store call recordings without breaching regulations.

    2.  Automating Compliance: Agents are typically required to deliver statements, or ask questions, to ensure the company complies with external regulations, internal standards and reporting. Using speech analytics means you can check compliance on every call and help you provide targeted training where needed. 

    3. CX and Agent Performance: Truly understanding customer trends across each interaction is becoming ever more important with the focus on Customer Experience. Using automation tools like SmartScribe®, companies are monitoring all of their calls, building a much fairer understanding of agent’s performance.

    The three key questions

    These questions cover topics which have prevented companies adopting this technology in the past.

    How does it work? SmartScribe® will take your voice, chat and email records and automatically check them for compliance using Natural Language Processing (NLP), Artificial Intelligence (AI) and Machine Learning (ML) technologies. Seeing is believing.

    How much does it cost? Much less than it did just a year ago. In fact, the cost barrier to entry has been lowered to such an extent that even small contact centres of just 10 seats can afford to play. 

    How much effort does it require? Things have changed… It used to take 3 to 6 months of typing in keywords and teaching the system what you want to know. With SmartScribe’s intelligent processing you can gain insight with practically no heavy lifting at all. 

    SmartScribe® is a Leader

    Considering the increasing variety of benefits, easy adoption and lowering price, more and more contact centres are bringing automated analytics into their technology stack. 

    Here at Fusion we are leading with advances in accuracy and AI through SmartScribe®, helping companies stay compliant, improve efficiency and lower cost.

    https://www.fusion-telecom.co.uk

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