Delacon launches speech analytics platform

Delacon speech analytics platform for contact centres

Delacon launches speech analytics platform for contact centres

Sydney, 15 March Marketers can now effectively ‘listen’ to every phone conversation made to their call centres and get critical information from customers to better optimise marketing campaigns and sales with the launch today of Delacon’s speech analytics platform.

While call analytics have accurately measured and attributed which marketing channel a customer has connected to the business or brand for some time, analysis of what is being said during calls has not previously been possible at scale.

Through real-time analysis of telephone conversations, Delacon’s Speech Analytics Module (SAM) now means marketers can categorise every call they receive, be it sales, support, billing or complaint. In addition, specific keywords and phrases can be monitored to improve customer experience, marketing campaigns, sales conversion and staff training.

Speech analytics scans for frequent keywords which can then be used by brands and agencies in SEO and SEM campaigns; campaigns that delivered ‘good’ calls can be quickly identified enabling marketers to optimise them further and category analysis gives a greater understanding of the type and volume of calls being received without having to physically listen to every call.

Delacon can integrate call and speech analytics data with leading marketing technology platforms such as Google Analytics, Salesforce and DOMO and works with partners including Medibank, Red Energy and enterprise-level telcos, finance and education businesses.

Michael Center, CEO of Delacon said: “The global call commerce market is worth US$1 trillion and 65% of businesses consider phone calls as their highest quality lead source, so it’s clear that inbound customer calls are still as important and relevant as ever.

“While we have been able to effectively attribute which marketing channel has triggered a customer call, Australian advertisers and agencies have until now, not been able to analyse what’s being said in that call. Multiply that by hundreds or thousands of calls received each day and that’s critical consumer data being missed which can be used to optimise the customer experience, marketing campaigns, sales and staff training.”

About Delacon

Delacon is a leading global provider of a feature-rich call analytics platform that helps leading Brands and Digital Agencies optimise marketing ROI and grow revenues through the sophisticated integration of voice call capabilities into online and offline sales. With call analytics, you can accurately measure and attribute every phone call to its marketing channel, optimise marketing campaigns and increase sales performance. https://delacon.com.au

Find a list of companies that provide speech analytics and other contact centre technology on the free CX Directory >>>

Share this content:

Upcoming Industry Events:


Customer Service ‘Essentials’ – Dec 2020

$397
Scheduled
Event Organiser:
CX Skills
Virtual/Online

The December 2020 Customer Service Essentials training course is designed to teach students the fundamental customer service call behaviours and consumer psychology required to deliver superior phone experiences day after day, call after call – fast! Delivered over 5 x 2-hour sessions, we’ll teach a structured, yet natural approach (no scripts!) that encourages staff to be themselves and engage with empathy.

Customer Experience Management Fundamentals – Dec 2020

$1797
Scheduled
Event Organiser:
CX Skills
Zoom

In our December 2020 CX Management Fundamentals training course, you'll receive 16 hours of facilitated learning from world-renowned CX trainer Daniel Ord. Delivered via 4 x 4-hour live Zoom sessions, you'll the six core customer experience management skills and strategies based on the Internationally recognised CCXP certification (Certified Customer Experience Professional) enabling you to build and deliver a customer-centric culture in your business that delivers a Return on Investment.

Sharpen the Saw – Manager to Leader

$600
Scheduled
Event Organiser:
Auscontact
Virtual/Online

In this Sharpen the Saw - Manager to Leader training course you'll build your skills as a leader to better leverage your team, their ideas, skills and experience.

Be the first to comment

Leave a Reply