CGS Romania implements an artificial intelligence solution for real-time call analysis

• From analyzing only 15% of the calls, the new tool will be able to analyze 100% of them
• The main benefits of speech analysis through artificial intelligence

Computer Generated Solutions (CGS) Romania, the leader of the local business process outsourcing (BPO) market, is taking important steps in the technology and digitization process by implementing an intelligent automation solution for call analysis through speech analytics. This artificial intelligence tool (AI – Artificial Intelligence) analyzes the calls from the call center, providing useful information, in real time, in the process of improving the customer experience, but also evaluating the performance of employees.

Speech analytics uses AI technology to listen and analyze conversations made by agents during voice calls. In this way, large amounts of unstructured data can be analyzed effortlessly. This automation has the ability to recognize words and analyze audio patterns to detect emotions, monitor agent performance and assess call quality. Similar technology can be used to analyze text, and the combination of speech and text analytics gives the organization the ability to uncover deep insights that can be used to improve future interactions or positively impact customer interactions over time real.

“For customer calls, the process starts with a transcription of a conversation using speech to text technology. The transcript is then analyzed to reveal things like the topic(s) of the conversation, emotional states, pauses in the conversation, and compliance with quality standards, among others. This information can be presented as a report with the help of which we can identify opportunities in real time”, said Vladimir Sterescu, Country Manager CGS Romania.

According to his statements, the automation solution for speech analysis is being implemented for projects in several foreign languages, including Romanian.

“At an international level, but also locally, CGS constantly invests in innovative solutions that have the role of facilitating internal processes, but also of providing customers with more accurate analyzes that can lead to an increase in the quality of the services offered”, said Vladimir Sterescu.

The benefits of the speech analytics tool

One of the most significant benefits of speech analytics software is its ability to automatically score and rate 100% of calls in real time, resulting in a significant decrease in instances of inappropriate interactions. Real-time speech analytics also automatically detects agent activities and behavior that lead to successful interactions by automatically tracking and evaluating calls. On the other hand, technology allows managers to see what difficulties lower-performing agents are having and thus make the necessary adjustments. As a result, the company can focus predominantly on areas where improvements are needed.

The new tool integrated by CGS Romania helps to collect feedback from customers, analyzing what they say during calls, without having to resort to feedback forms or specific task coding. The new solution also has the ability to track the evolution of the caller’s state within a call, such as how a customer initiated the call and how they changed their attitude, positively or negatively, all of which is possible through word analysis key used in the discussion, but also of the tonality of the voice. This information can help the company to improve its services.

Also, this automation offers CGS Romania a new perspective on post-call analysis by increasing the number of calls monitored and reviewed, without the addition of staff responsible for ensuring the quality of calls.

“Whereas until now we were only able to analyze about 15% of calls manually, using automation will make it possible to listen to each call, making it easier to identify opportunities and problems, as well as highlighting examples of well-executed calls. From now on, agents will be able to receive feedback in real time, speech analysis helping their continuous improvement”, concluded Vladimir Sterescu.

About CGS Romania

The American company CGS (Computer Generated Solutions) is one of the most important providers of business process outsourcing solutions in the world, present since 2006, on the Romanian market. The company provides, locally, services in 18 foreign languages, having 7 support centers in Bucharest, Brașov, Sibiu, Târgu-Jiu, Miercurea-Ciuc, Constanța and Galați.
The approx. 4,000 employees of CGS Romania interact daily with customers from Romania, Germany, Great Britain, Spain and other European countries, as well as from the United States of America or Canada. The main services offered by CGS Romania are customer care, technical support, help desk, telesales and other outsourced services for companies operating in the field of telecommunications, IT, banks, insurance and retail.
CGS (Computer Generated Solutions) is listed in the top 15 best companies in this field in the world. Computer Generated Solutions received the Stevie® Awards 2021 Gold Trophy for Sales and Customer Service in the Contact Center or Outsourcing Service Provider of the Year category. The American company received the gold trophy at the Stevie® Awards for the second time.