inConcert’s Speech Analytics
project for Ibercaja is awarded
at the Platinum Contact Center
Awards

author

by inConcert
June 27, 2022

Platinum

The solution makes it possible to analyze 100% of the calls and has increased the productivity of Ibercaja’s customer service by 15%.

The 8th edition of the Platinum Contact Center Awards was held in Madrid on June 24. This occasion brought the technology sector leaders together to celebrate excellence in customer experience (CX). inConcert received the award for the Best IT Project in Text Analytics and PLN 2022 together with Ibercaja Connect (part of the Spanish banking group Ibercaja based in Zaragoza) for the successful implementation of its Speech Analytics solution.

The Platinum Contact Center Awards have recognized the best companies at the national level for 13 years through its independent jury of experts. The gala, organized by Contact Center Hub and Peldaño, was held at the Teatro Goya Multispace in Madrid and hosted by Jordi Nexus.

Ibercaja Connect, a center of excellence in non-face-to-face personal relationships.

Ibercaja can analyze 100% of customer interactions in its contact center using inConcert’s natural language processing technology. The solution increases the effectiveness of how strategies are implemented and guarantees the quality of all contacts.

Speech Analytics has a high-fidelity transcription engine that converts acoustic signals into text and can operate in any language. The technology processes the calls and extracts data using artificial intelligence based on custom criteria. In the case of Ibercaja Connect, the solution focuses on quality criteria in contacts to gain in-depth knowledge of agent skills.

Yolanda Rodríguez, inConcert’s CX specialist led the project. She commented, “Ibercaja's goal was to become a center of excellence in non-face-to-face personal relationships, accompanying people and companies to inspire confidence, security, and autonomy in managing their finances. We are proud that the joint work has been recognized and that we have been able to accompany [Ibercaja] on this journey, providing technology that allows them to hear from all contacts on all channels”.

Alfredo Villanova, the Managing Director of Ibercaja Connect, added, “our priority is to ensure that the customer is given the best possible service and ensure that all our interactions are of the highest quality. The inConcert solution has allowed us to speed up the procedures for our users while simultaneously allowing our professionals to control and monitor all the processes with the greatest efficiency”.

Increased savings, greater productivity, and better customer satisfaction.

A fundamental part of the project has been integrating the valuable information provided by Speech Analytics on quality, with the customer service continuous improvement of processes. As a result, inConcert’s solution produces cost savings of 17%, an increase in productivity of 15% , and a 12% improvement in problem resolution. on the first call.

Likewise, customer satisfaction increases by 5.5% , and risk customers are reduced by 10%. This has been possible thanks to the feedback obtained by the agents, which makes it easier for them to audit all the contacts in a standardized way,. This approach improves their working processes and prepares them to deal with each case better.