Retaining a competitive advantage

In today’s ever tightening economic market it is more important than ever for companies to retain a competitive edge in their chosen market sector, as more companies join the sector and are competing for the same business. With the benefit of advertising campaigns and large scale market saturation, consumers are bombarded with information about product and service offerings, and many deem it important to shop around, often speaking to several companies to get the best deal for themselves. When competing under such tough conditions, it is important to be able to gain competitive intelligence quickly, in order to be able to react to a new set of conditions under which business could be lost.

There are many methods which companies use to gain competitive knowledge, many of which are time consuming and expensive. There is a simpler answer….track and listen to what your customers are telling you about your competitors.

Through technology advances, it is now possible to UNDERSTAND, RECORD and CLUSTER calls pertaining to customer conversations about your competitors, AUTOMATICALLY.

Unlike standard keyword spotting, new call recording technology gives you the ability to automatically record and cluster calls based on the context of the conversation. By using advanced speech recognition to understand what is being said, the technology records and stores those customer interactions in specific locations in order to easily identify and analyse them.

Recording solutions, which can only utilise keyword search engines often waste valuable call recording storage space, by recording calls where the word has been taken out of context and further waste the team manager’s time by having to play back the entire call before discovering that the subject of the call was not relevant. These systems cannot provide information on the actual content of the call, until the call has physically been retrieved and played back by the team leader. This, coupled with the fact that the system may only be selectively recording the calls, means that vital information could be missed, equating to a loss in potential earnings.

Sabio’s philosophy is to give customers a choice, based on our independent approach to consultancy and services. With our in-depth knowledge of the performance optimisation market and ability to translate vendors’ technology offerings into business benefits for the customer, we offer the latest technology solutions to optimise customers’ return on investment.