Leeds city deploys voice analytics to optimise callcentre

Leeds City Council is using speech analysis technology in its callcentre.

Leeds City Council is using speech analysis technology in its callcentre.

Leeds is the UK's second largest council and receives over 135,000 calls per month. The council has deployed Verint speech analytics across the council's 240-seat contact centre to provide rapid access to customer and performance information in thousands of recorded calls.

The software allows the team to analyse trends that might otherwise have gone undetected, without having to manually listen to every call.

Barry Ibbetson, head of contact centres at Leeds City Council, said: "Adding speech analytics to our operation will allow us to really understand why the city's residents are calling us, and help us to focus on the underlying reasons for their contacts."

The system has been implemented by Sabio, a specialist contact centre and unified communications systems integrator. Leeds City Council originally appointed Sabio in 2006 to help develop a best practice citizen contact infrastructure based on core Avaya contact centre and Verint workforce optimisation technologies, including workforce management, call recording, customer feedback and speech IVR (interactive voice response).

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