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SuccessKPIs launches World’s First SaaS Platform for Speech & Text Analytics

AI driven Speech & Text Analytics

World’s first Pure SaaS Platform

SuccessKPIs launched its SaaS offer to perform speech & text analytics enabling thousands of contact centers from 5 to 50,000 seats to leverage its platform. Fully built and deployed in AWS cloud, its multi-tenanted platform is a symphony of Design and Engineering to allow customers drive business outcomes.

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Library of Playbooks
It offers a suite of playbooks on its Library driven by business outcomes. Customers could download one more more playbook from the library based on business outcome they want to drive. Platform would automatically create all the topics with phrases, scoring strategies and call to actions which can be added to or changed.
Call to Actions
One or more actions can be trigged based on pre-defined business conditions around topics found or overall sentiment or score of the call. Customer can take actions from sending Email or SMS alert to calling HTTPS request to a CRM like Salesforce or even Lambda functions. This allows customers to make speech analytics actionable and take actions to help drive the outcome

Playbook Builder

It all starts with Playbook Builder. Its a simple and easy to use tool to allow even business users to define their business outcomes and then download/create/edit and stack up various speech artifacts to drive those business results.
Scoring Strategies
It offers businesses to define rules around how calls should be scored based on one or more topics found on the call. This allows customers to score/rank each conversation and take action based on its relative importance
Business Intelligence
At the end, customers wold be able to leverage world class BI tool to create their own visualization and blend speech data with that from IVR and ACD to get 360 degree view of their contact center and drive better results.