Security and alarm solutions

From Álava Ingenieros we will help one of the main leaders in the alarm and security technology sector to armor the security of all homes and businesses.

In their call center, they decided to open a process to incorporate Automatic Quality Management and Speech Analytics, solutions that allow automating quality evaluation processes and analyzing the content of 100% of the calls. Based on an objective analysis of the flow of information, best practices are detected and promoted, and the necessary corrective actions are generated.

For this purpose, they acquired Verint's Automated Quality Management and Speech Analytics system, which provides valuable insight into key points in the organization. It allows analysis at different levels, categorizing calls, discovering and analyzing trends and root causes. This provides instantly updated information on customer satisfaction, as well as adequate monitoring of agent activity.

The solution allows to increase the effectiveness and efficiency of the Contact Center, detecting and correcting weaknesses and emphasizing strengths. It provides a quick way to learn about customer perceptions on specific topics, such as the latest marketing campaigns or competitors' products. Finally, it helps to anticipate unknown problems, discovering and acting on areas of opportunity and improvement.