Noble Systems’ Real-Time Speech Analytics (RTSA) has been adopted by the Irish banking chain, permanent tsb, in a bid to enhance all contact centre controls and further improve its customer service offering.
Noble’s Composer RTSA claims to ‘listen’ to all agent interactions and assigns an individual virtual coaching partner to provide agent feedback when needed.
Using a library of ‘user-defined phrases’, the system monitors all calls and triggers an alert when a phrase is detected or not detected on both sides of the conversation, based on the conditions defined for the campaign.
Alerts can be sent to managers via the Noble Harmony web manager interface, as well as agents using the Noble Composer agent desktop.
Alan Murphy, head of Collections at permanent tsb said: “At permanent tsb, we take customer service very seriously and we have invested heavily in technology that will support our agents to provide exceptional service and support to our clients.
“One of the key reasons we purchased Composer RTSA from Noble Systems was to complement our existing Noble technology, allowing us to identify areas of the scripted conversation not going to plan for our agents and to proactively notify them during the call. With Composer RTSA, we can listen out for key phrases to ensure that 100 per cent of calls are in compliance and that any customer or agent issues are flagged in real time, rather than after the event”.
Colin Chave, general manager at Noble Systems EMEA added: “We are delighted that permanent tsb have invested in Composer RTSA, and we are looking forward to seeing them quickly realise their return on investment and at the same time improve their customer journey and increase agent satisfaction.
Learn more about Composer RTSA here