Product Overview of Yactraq
Yactraq is a cutting-edge technology company specializing in omnichannel business intelligence, particularly through its advanced speech analytics and machine learning-driven insights. Here’s a detailed overview of what Yactraq’s products do and their key features:
Core Functionality
Yactraq’s primary product, OmniTraq, is a customizable business intelligence platform designed to extract critical business insights from various types of customer data, including audio, video, text, and other media. This platform leverages a patent-pending speech-based semantic computing technology to provide comprehensive analytics at a significantly lower cost and higher speed compared to legacy solutions.
Key Features
Speech Analytics
Yactraq’s speech analytics software identifies words, analyzes patterns, and detects emotions, stress, and tones in a speaker’s voice. This capability is crucial for monitoring and improving customer service interactions, agent performance, and overall customer satisfaction.
Omnichannel Analysis
The platform supports an omnichannel approach, integrating data from phone calls, chat logs, emails, social media, and other communication channels. This allows for a holistic view of customer interactions and enhances the ability to manage and improve customer experiences across multiple touchpoints.
Predictive Analytics
Yactraq’s Predictive Analytics uses historical data, statistical algorithms, and machine learning techniques to predict future outcomes. This includes predictive customer experience, agent assessment, churn prediction, and call disposition, helping businesses make informed decisions and optimize their operations.
Real-Time Capabilities
The Enterprise package offers real-time speech analytics tools that provide agents with immediate guidance during calls. Features include suggesting responses, reminding agents to read legal disclaimers, and notifying supervisors when assistance is needed. Supervisors can monitor calls in real-time through the Supervisor Heat Map Dashboard, enabling prompt intervention when necessary.
Advanced Emotion Analysis
Yactraq’s Advanced Emotion Analysis focuses on the nonverbal aspects of speech to analyze vocal behavior as a marker of emotions, moods, and stress. This helps in understanding customer sentiment and agent performance more accurately.
Compliance and Security
The platform includes redaction capabilities to comply with regulatory requirements, such as redacting sensitive numeric data like credit card numbers and social security numbers. It also selectively mutes sensitive sections of audio recordings for high-security applications.
Agent Evaluation and Automation
Yactraq offers agent evaluation capabilities, script deviation monitoring, and quality automation modules. These features help in automating call quality and feedback mechanisms, significantly improving contact center efficiency and agent productivity.
Pricing and Packages
Yactraq offers several pricing packages tailored to different business needs:
- Essential: Includes sentiment analysis, agent evaluation, omnichannel analysis, script deviation, and redaction and quality automation modules.
- Professional: Adds predictive capabilities such as predictive customer experience, agent assessment, churn prediction, and call disposition.
- Enterprise: Provides real-time capabilities, including a Supervisor Heat Map Dashboard and Agent Assist Bots that recommend the next best actions.
Integrations and Partnerships
Yactraq’s solutions are designed to be cost-effective and integrate seamlessly with various business processes, including Business Process Outsourcing (BPO), Contact Center as a Service (CCAS), Voice-of-the-Customer (VoC), CRM Software, and Network Service Provider businesses. The company also has partnerships with notable entities like IBM Watson and Intellectual Ventures, enhancing its ability to innovate and protect its intellectual property.
In summary, Yactraq’s products are designed to empower businesses with deep insights into customer interactions, enhance contact center efficiency, and improve overall customer satisfaction through advanced speech analytics, predictive analytics, and real-time monitoring capabilities.