Solution for processing of customer communication at contact centers
The ReDAT system records and analyzes all communication with customers at the contact center, not only voice but also text and audio-visual communication.
The system enables, among other things, efficient management and measurement of performance and is therefore a necessary personal and management tool.
The contact center needs to monitor KPIs regarding its customers (NPS, …) and agents for its effective operation. Furthermore, it is beneficial to track the distribution of topics in calls for employees shift planning, including short and long term trends. The answers to these and other questions are contained in the stored data. There is no need for external companies to provide expensive exploration and analysis, simply use our sophisticated tools to process unstructured data.
The processed data can be presented in a well-arranged graphic form to all concerned people, including agents. An equally important factor in the successful use of the tool for processing customer interactions is the ability to mirror the organizational structure of the company into the ReDAT system with all its specifications. All the data visualization permissions are controlled by this hierarchical structure.
The ReDAT system records and analyzes all communication with customers at the contact center, not only voice but also text and audio-visual communication.
Key features
- simple, intuitive user interface
- analysis of all communication with customers
- advanced Quality Management system
- effective coaching of agents
- comfortable access via web browser
- centralized data recording and storage
- possibility of integrating data from “third party systems”
- automatic voice analysis for 100% of calls
- integration of non-speech interactions
- hierarchical access to data
- fully audited system
- full SNMP support
Expert´s opinion
„For our contact centre managers, we are constantly looking for ways to increase efficiency, the quality of customer care or boost the sales results of our services. The ReDAT is a key system for us in achieving these goals.
The ReDAT system allows us to analyze all interactions with customers in detail, and therefore it helps to accelerate and refine our processes and increase customer satisfaction. The analytics part of the system provides us with a deep insight into trends and behavior patterns of our customers, so we can better understand their needs and proactively solve frequent questions and problems. It also helps us to support our agents, we can more easily aim at specific areas in their motivation, training and skill development. Last but not least, thanks to call analytics, we are able to obtain data for more accurate implementation of sales campaigns and increase the fulfillment of their goals.
To sum up, ReDAT provides us with essential tools to maintain a high level of service. I am convinced that any contact center that aims to provide first-class customer support cannot do it without such system.”
Vodafone Czech Republic a.s,
„…the deployment of the ReDAT system, including voice analysis and Quality Management, provides us with information that was previously very difficult to acquire without investing large amount of human resources to it. Thanks to voice analysis, which gives us an overview of the content of individual calls, we have been able to achieve savings in time consumption of specialized workers. In addition, the system automatically provides us with a comprehensive overview of customer service topics across the contact center, including response to campaigns, bidding, and many other important parameters for our operations. We also use the system to indicate the potential for agent coaching, communication quality evaluation and monitoring of selected KPIs. ReDAT enables the centralization of used applications and processes into a user-friendly environment that is available to all relevant personnel, including agents, according to the system’s privileges.”
innogy Zákaznické služby, s.r.o.
References
- O2 Czech Republic, a.s. (Czech Republic)
- T-Mobile Czech Republic, a.s. (Czech Republic)
- Vodafone CZ, a.s. (Czech Republic)
- Erste Group (Česká spořitelna, a. s.) (Czech Republic)
- Societe Generale (Komerční banka, a. s.) (Czech Republic)
- Expobank CZ a.s. (Czech Republic)
- Air Bank, a.s. (Czech Republic)
- Equa Financial Services s.r.o. (Czech Republic)
- Allianz pojišťovna, a. s. (Czech Republic)
- Home Credit a.s. (Czech Republic)
- Generali Poisťovňa, a.s. (Slovakia)
- Raiffeisen Bank (Hungary)
- Pareto Bank ASA (Norway)
- Intrum Justitia Slovakia s.r.o. (Slovakia)
- EOS KSI Slovensko, s.r.o. (Slovakia)
- EOS KSI Česká republika, s.r.o. (Czech Republic)
- innogy Zákaznické služby, s.r.o. (Czech Republic)
- E.ON Česká republika, s.r.o. (Czech Republic)
- Pražská energetika, a. s. (PRE, a.s.) (Czech Republic)
- Daimler (Poland)
- České dráhy, a.s., Czech railways (Czech Republic)
- Emergency telephone number 112 (Czech Republic, Lithuania, Slovakia, Slovenia)
- ATC (Czech Republic, India, Morocco, Philippines, Slovakia, Spain, …)
