The next time you call a credit card issuer to complain about something you might want to turn up the heat with a bit more emotion.
A new technology enables a call monitoring system to issue an alert to
call center managers when the customer's voice hits a certain decibel
level, uses use harsh or foul language, or the name of a competitor.
NICE Systems' "Emotion Detection" technology digitizes and stores angry
calls on a server, where it can be batched with other angry calls,
searched by keyword and emailed as a sound file among company managers.
Israel-based NICE Systems serves all of the top 10 banks and many other
top firms, capturing 50 million customer calls per day. For more information visit" http://www.nice.com.
The next time you call a credit card issuer to complain about something you might want to turn up the heat with a bit more emotion.
A new technology enables a call monitoring system to issue an alert to
call center managers when the customer's voice hits a certain decibel
level, uses use harsh or foul language, or the name of a competitor.
NICE Systems' "Emotion Detection" technology digitizes and stores angry
calls on a server, where it can be batched with other angry calls,
searched by keyword and emailed as a sound file among company managers.
Israel-based NICE Systems serves all of the top 10 banks and many other
top firms, capturing 50 million customer calls per day. For more information visit"