One Of The Top 3 Telecom Providers Uses Provana’s Speech Analytics Solution to Enhance Their Call Monitoring ProcessSpeech Analytics
A major telecom provider in the US uses our Speech Analytics Solution to drive digital transformation in manual call monitoring and quality processes.
The telecom provider performed call monitoring and quality assurance processes manually that did not provide necessary insight into real-time call compliance violations and potential risks. Before using Provana’s speech analytics solution, they requested only 50 calls from their agencies monthly, and only monitored 8 out of them. The process was inefficient and did not provide insight into real-time call compliance violations and potential risks. Outside collection agencies were self-biased and shared the best calls from their top agents as they had the flexibility to choose from any 50 calls.
The process involved a lot of manual effort to access call data from different service providers. Call calibration and remediation was also a challenge.