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How voice analytics helps iiNet hear customer problems on its network

Brad Howarth | July 27, 2015
Your customers are usually more than willing to tell you what is wrong with your business – and occasionally even what is right. Unfortunately, however, many businesses just don’t have the capability to listen effectively to all of that volunteered information and act on what they hear.

In another instance, the tool was used by iiNet's marketing team to analyse customers' responses to its offer of off-quota access to the Netflix video streaming service.

"We can pull information out of speech analytics and know not only just in real time, but also do weekly reporting through to our insights and improvements area around effectiveness of the campaigns," Samios said.

Toohey said the technology also improved overall customer experience, reducing average hold time by 5 percent. Samios said iiNet is now looking to integrate voice analytics into other tools across the business.

"We can start looking at the true voice of the customers, and making business strategic decisions and operational decisions based on what the customers are saying they want," he says. "It adds structure to all that unstructured information and allows us to mine it."

Managing director for Genesys A/NZ, Gordon Clubb, said organisations generally are looking at using voice analytics technology to be more proactive about how they engage with their customer base.

"Where typically we would be talking to the contact centre, we now are now talking to the marketing people and the ones who own the digital and apps side of the business," he said. "Our audience has changed because the ability of our offer has changed, and our engagement is across more lines of the business than IT or the contact centre.

"People are starting to pick up where this can go, rather than just plonking it into a contact centre to handle a customer enquiry or a service enquiry."

Source: CMO Australia

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