Advanced Speech Analytics
Apex Insights is our Advanced Speech Analytics Platform.
It’s a proprietary development based on Google Cloud technology, enabling us to swiftly combine and analyze audio, text, structured, and unstructured data from user interactions.
This solution merges AI technology with our extensive customer management experience, providing faster and deeper insights into your customers’ behaviors and needs.
Key Applications
Implementing Advanced Speech Analytics can help you identify and address various pain points in managing customer experience.
Quality
Comprehensive, thorough, and deep quality assessment and monitoring automation.
Processes
Identification of process optimization opportunities, Customer Journey, and individual performance.
Compliance
Sales verification and compliance, ensuring a more efficient process and successful sales closure.
Operations
Ensuring operational deployment of actions at process and agent levels.
How can Speech Analytics help you?
Here are some examples.
Calls
Why do customers call?
What do customers need?
What requests do customers make (and we don’t fulfill)?
What opportunities come from other channels?
Experience
What experience do we provide?
What sentiment do we generate?
What drives poor experience?
How do we manage poor experience?
Do we succeed in resolving issues on first contact?
Promotions
What impact did the campaign or promotion have?
What impact did the new launch have?
What impact does our communication strategy have?
Revenue
- What products are we offering?
- How do we highlight benefits?
- Do we offer additional or alternative products?
- Do we communicate the offer effectively?
- How do we handle objections?
Sales Results
+30%
Retention
Para un cliente financiero logramos un notable incremento en la tasa de retención de sus clientes.
+30%
Retención
Para un cliente financiero logramos un notable incremento en la tasa de retención de sus clientes.
How the platform works
Interactions
Acquisition of interactions to analyze (with metadata)
Transcription
Transcription and processing using Artificial Intelligence
Categorization
Supervised categorization and classification of conversations
Patterns
Application of automated patterns and rules for analysis
Insights
Generation of performance improvement actions and operational insights
Key Features
100% Cloud
Technology
Ease of use
Unlimited
patterns
SaaS Model
Accessible
Transcriptions
Near Real Time
Success
stories
Our client, a leading retail company in Latin America, was preparing to launch its own Digital Wallet and needed to establish a customer support channel to accompany its new digital application.
In 2020, our client, a leader in bakery and frozen dough products in Chile, faced difficulties in post-sale claims management and order processing, lacking a structured system that could ensure customer satisfaction and efficiency.
Our client, a leading clinical analysis laboratory, faced the need to automate appointment management, improve web check-in, and efficiently refer inquiries to advisors.
One of Argentina's most important University Hospitals faced significant challenges in operational management and customer experience.