Conversations with consumers — whether asking for payment or answering product questions — are an expensive form of contact, fraught with compliance risk. When handled unsuccessfully, they can negatively impact the bottom line, as well as increase risk of fines and reputational damage for regulatory noncompliance. Phonetics-based speech analytics provides a scientific, scalable way of evaluating and improving conversations with consumers. The technology is helping credit issuers and debt collectors lower compliance risk while lifting agent productivity by double digits.
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