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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


Google
Technology


Ease of use


Unlimited
patterns


SaaS Model


Accessible
Transcriptions


Near Real Time

Success
stories

One of Argentina's most important University Hospitals faced significant challenges in operational management and customer experience.

One of Argentina's top three telecommunications companies approached Apex seeking a specific and challenging solution: providing quality support for its corporate clients

Our client, a global leader in the production and sale of coffee capsules, needed to streamline customer service while maintaining high CX standards.

Our client, a global leader in the production and sale of coffee capsules, faced the challenge of deeply understanding their customers' experience in every interaction.

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