Watching What You Say
(Sponsor: Lok Technology)
San Francisco Chronicle business columnist David Lazarus wrote yesterday about Nice Systems, an Israeli company that' makes contact-management systems -- software that oversees and analyzes call center operations and performance -- and VoIP recording solutions for the enterprise and government markets. Lazarus focused on a new iteration of Nice's call-center management product that uses some form of real-time audio analysis to monitor customer conversations:
"A customer's use of a swear word will immediately appear as a red flag on the supervisor's computer screen, indicating that a situation may be developing on a specific line.Obviously an incredibly powerful analysis tool for business, although I have to say 1) I'm not looking forward to the day when this kind of thing is employed as part of police wiretaps (well, you're right -- that has likely happened already) and 2) I'm one of those who will really need to start watching what I say and how I say it when I'm on the line with the call center.
"If the system is programmed for key words and phrases, such as 'disappointed' or 'I want to cancel,' the supervisor will see that a retention issue has emerged and can step in as needed.
The technology also will be triggered if a customer raises his or her voice, or if his or her tone changes, or even if the customer begins speaking faster -- all indications of what service reps call 'customer rage.'
'The system takes your emotional state at the beginning of the call,' Nice's [CEO Eyal] Danon explained. 'Then it measures deviations during the call that would prompt an emotional alert.' "