It’s cost prohibitive to manually listen to or read every exchange, given constrained resources and high staffing costs to do so. The LucidVueCX QA and Compliance platform automates the process of finding non-compliant phrases and similar utterances for you. As manual QA processes inherently bring with it human error and a potential for inaccurate data, the resulting output may contain biased information or inaccurate scoring for interactions. Additionally, skewed qualitative insights of QA agents are more likely given the tediousness of the process during customer exchanges. As most contact centers score less than 15% of engagements, random sampling is not enough and manually listening to more calls is cost prohibitive. Further, if not proactively discovered, such errors could be both costly and damaging to your business and brand.
LucidVueCX gives you the power to unlock every conversation and pinpoint potential issues from all exchanges without the additional costs of manual labor. Everything starts with better and more accurate recognition, and Lucid uses the latest generation of artificial intelligence technologies for best-in-class accuracy. It takes the guesswork out of improving customer experience, agent performance, and customer insights - moving decision making from anecdotal to fact-based decisions, and from qualitative to quantitative information, to increase overall insights and decision-making abilities while also freeing yourself of the cost of manually listening and reading exchanges.
Your ability to identify risk and compliance infractions is only as good as the automatic speech recognition technology behind it. Ignite-TEK uses parent company AppTek’s award-winning automatic speech recognition (ASR) and natural language understanding (NLU) technologies, built on years of R&D experience in leading enterprise and government applications. AppTek's focus on telephony models including many variants of accented English make it one of the most accurate solutions available in the world today.
LucidVueCX conversation analytics allows business managers to organize unstructured data into an extensive knowledge base that the QA team can use to discover information relevant to numerous departments. We empower you to instantly monitor and identify potential violations, then create actionable alerts to remediate any resulting damage if a rep falls out of compliance. It also improves agents’ efficiency through behavior and script modification while increasing close rates.
LucidVueCX also allows managers to find the strongest and weakest points of all your exchanges from calls to social outlets to reviews, to refine existing customer service models and fine-tune scripts. In addition, not having to painstakingly analyze phone calls frees up the time of QA staff, enabling them to shift their focus to training agents and drill down into problem calls as well as to be able to better mine for the sentiment of the caller and issues beyond the purpose of the individual calls as well.
LucidVueCX has the highest quality speech recognition custom-built from AppTek's world-renowned scientists with training to improve results further over time.
LucidVueCX custom-tailors its technology to fit your business. The platform is Saas-Based with no telecom, CRM or IT integration required. Simple batch file transfers and you are up and running.
Our team of accredited and awarded AI scientists combined with our experienced account management team with decades of contact center experience deliver state-of-the-art solutions to meet your specific business goals one campaign at a time.