Explora is fully integrated with the OnviCord PRO call recording system and leverages existing investments in call recording and archiving. It analyzes OnviCord PRO call recordings, acts as a listening agent, delivers actionable events and provides a vehicle for analysis of every recorded call. Users can audio mine 100% of recorded calls without the need for costly resources and manual processes.
Analysis can occur as soon as OnviCord PRO has stored the recording, typically seconds after the call is disconnected. Therefore, call analysis happens in near-real time. Through the implementation of objective rules, Explora removes any doubt of subjectivity by providing results based on the actual content of the dialogue and a set of business rules executed against the dialogue.
Multiple Applications for Speech-Enabled Search
Call Recording Search
Easily retrieve calls based on search of words and phrases in addition to the common search methods prevalent in the industry, such as the time the call started, the duration of the call, or the channel that originated or received the call. Explora provides the unique ability to “process once” and “search many times” across an asset of available audio. When the initial call analysis is completed, Explora creates an intermediary file format that can be searched at very high speeds, enabling a user to search across any set of processed files for any phrase. This turns audio files into a searchable data archive.
Automated Agent Scoring and Compliance Management
Conduct speech-enabled automated mining for spoken phrases or absence of phrases. This capability makes it easy to identify specific calls that require a quality assurance review. Quality Assurance managers can then use OnviCord Excella to evaluate, score and forward recordings to agents and supervisors.
Business Intelligence
Search and analysis of archived recordings can categorize calls to extract knowledge, business intelligence and identify trends and patterns, including frequency of patterns of success and failure, competitor mentions, and new or different sales objections. Data that can help an organization determine in what direction it should move to capitalize on sale and marketing opportunities. Business intelligence gathering can be performed based on scripted search and user-defined search criteria.
Unique Business Assurance Program
OnviSource ensures success and a rapid ROI through a unique service program called Explora Advantage. Through this service program, we help customers overcome typical challenges associated with speech analytics solutions. We assist with provisioning of ROI analysis, application analysis, project planning, customization, pilot programs and business continuity and assurance measures.
Explora Advantage offers true partnership services at affordable prices with the singular objective of making Explora a solution that truly delivers value and the information needed to operate a more profitable business.
Features
- Searches audio content of call recordings for desired words and phrases 30,000 times faster than real time – over 30 hours in less than one
second!
- Phonetic audio mining engine can pre-process multi-media at rates 75 times faster than real time compared to 2 to 15 times faster than real
time for LVCSR systems.
- Processes languages using less than 400 “sound bytes”
- Auto-indexing retrieval of all call recording assets
- Fully integrated with the OnviSource call center solution suite, OnviCenter 6
Benefits:
- Monitor and mine 100% of recorded phone interactions quickly, accurately and reliably.
- Competitively priced and easy to implement to yield a rapid return on investment
- Scalable to add agents as needed
- No need for text conversion or updates to dictionaries.
- A major advantage of the phonetic search engine approach is that an open vocabulary is maintained.
- Recordings are mined for sounds, not just words. This means that non-standard words can be searched and identified.
- Pilot Program offers a chance to sample Explora's capability using your own call recordings.
- Explora Advantage offers customer implementation and a deployment support program including project planning, ROI analysis and
business assurance measures.
- Solutions for compliance and quality monitoring, identification of actionable knowledge, opportunity detection and business intelligence
gathering.
- Multiple applications for analysis
- Compliance management to search calls that satisfy compliance requirements
- Categorization to account for different types of calls such as service calls, order placement or requests for information
- Investigative searches to find a specific type of call
- Measure agent and team performance by analyzing call quality, identifying performance issues and enhancement opportunities in real time,
not days or weeks.
- Identify new up-sell opportunities and understand how effectively agents capitalize on existing up-sell opportunities and adjust quickly to
rapidly changing market conditions.
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Providers of Affordable Call Center Products & Services
