MainTrax provides professional services to speech recognition providers and end-users by developing customized audio search libraries for marketing and operational purposes.
Our expertise saves organizations valuable time and expense by learning about their clients’ business drivers and determining through a “bottom up” process which words and phrases should be embedded within our clients’ enterprise speech recognition system.
Commonly sought speech analytics services include:
Building customized audio search libraries for marketing and operational purposes such as churn reduction and script compliance. In most cases, the process involves listening to hundreds of calls, reviewing agent scripts and call handling procedures, deriving the outcome of each call analyzed, and understanding which keywords and phrases drove those outcomes.
Providing on-site training support by instructing users how to best use their audio mining tools.
Improving speech analytics accuracy by listening to more calls (iteration upon iteration of audio search analysis) for continued refinements. In some cases, we assist with phrase/confidence level “dialing.”
Manually weighing and scoring phrases based on the power of each phrase and where within the call the phrase was said.