Ender Turing AI Speech Analytics is a SaaS solution for managing contact center performance and customer experience based on speech analytics. Ender Turing is the easiest-to-value and to-use speech analytics on the European market. Ender Turing speech analytics integrates with call and chat recording systems, as well as CRM systems to provide end-to-end analytics on the performance of conversations. Analysis of the content of a conversation and checking the final results using AI and ML makes it possible to identify the most productive approaches to communication and, as a result, to sales.
In addition to improving the knowledge and competence of employees, Ender Turing detects weaknesses, shortcomings, knowledge gaps — and most importantly for banks and financial institutions — deficiencies in customer verification or company security.
Voice Analytics — Ender Turing includes:
● Speech analytics in 24 languages; new language can be added in 2 months, including local language variations ● Accelerated chat and call scoring for Quality Management processes ● Functionality for call center employees — KPI performance dashboards, selection of the best conversations or parts of conversations for self-training of call center employees, records of all conversations and texts, scorecards, and assessments ● Functionality for sales staff with text and analytics of all conversations (possible integration with CRM and import of text to CRM) ● Automatic marking system that allows you to track any information in customer communication. The markers provide an opportunity to improve the internal operational processes of the sales department, customer service, marketing, and product & service development. ● Improvement of customer satisfaction and loyalty scores (NPS, CSAT) — thanks to Ender Turing speech analytics, you can track any information from all communication. Identify areas for NPS and CIS improvement as a task of the Customer Experience Department. This data is actively used in sales, service, marketing, and product development departments, for which customer satisfaction is the key to efficiency and growth.