Speech Analytics and Digital Scorecards
understanding the voice of the customer
Speech Analytics
voiXen speech analytics helps companies to achieve excellence in customer service and sales.
Our cloud based software solves several problems:
Increase your (up and cross) sales by up to 25%
Reduce your AHT (average handling time) by more than 5%
Increase your FCR (first call resolution rate) by up to 10%
Shorten the training period by up to 33%
Increase customer satisfaction by 30 NPS points
Measure customer satisfaction automatically
Your Return On Investment with voiXen
101.200
€free detailed analysis
Digital Scorecards
voiXen's digital scorecards automate and digitalize your coaching process in the contact center in five easy steps. Click here for your first digital coaching — in only five minutes!
This is voiXen in a nutshell
This two and a half minutes video gives you insights about the product and the company.
What our customers say
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„We can work much more efficiently and accurately with voiXen because we can prove the excellent quality of our work. This allows me to be much more confident with the client - I enjoy it.“
Herbert Ferdinand
Manager Customer Service
T.D.M. → -
„Since introducing voiXen and its integrated coaching analysis tool ("CAT"), the time we spend on coaching has been reduced enormously. Instead of having to analyse complex manual voicefiles, our coaches are now able to work directly with agents using conspicuous voicefile lists generated by the CAT. CAT also helps them map trends and create coaching topics. This frees up more of their time to dedicate to agent training.“
Jörg Weidmann
Board of Directors
exciting AG → -
„With voiXen I can recommend a great tool to my consulting clients to optimize their coaching efforts and achieve even better quality.“
Gerd Conradt
Coaching Expert
gerd-conradt.com →
Key Features
The voiXen platform delivers a broad range of advanced technology to improve call quality and customer satisfaction.
- Dashboard With voiXen dashboards, contact centres can configure tailored displays of metrics and KPIs to provide an overview of individual aspects of quality management. Keep an eye on whether agents are acting confidently, whether there are escalations, and more.
- Topic detection Your customers call for a variety of reasons. But do you know all of those reasons? And indeed whether there are underlying topics, or even "hidden messages" behind those reasons? voiXen topic detection provides answers to these questions.
- Composer A graphical and web-based user interface for speech analytics. Create your own rules and subsequent actions. This can be, an e-mail as an escalation alert or automatic tag with references to compliance topics, taboo words or up- and cross-selling attempts.
- Coaching The voiXen "Coaching Analysis Tool" reduces your preparation time for targeted training. Available via a dashboard display, the tool analyses the conversations of agents, highlighting issues and areas where coaching can deliver measurable improvement.