Voyc Reviews

VOYC implementation has been stress-free from the start. Building the scripts was simple, and I found the entire platform to be very user-friendly. For us, call listening has been a time-consuming process, and VOYC has provided a solution. The platform has enabled us to monitor more calls, alert management of potential vulnerable customers, and provide us with a detailed transcript of every conversation.

It provides accurate call grading against a fully customizable script.

Alerts that are triggered from keywords that are easily amendable.

Mimie, Chays, and Matt have been fantastic in dealing with my queries. Integration and ongoing support have been 10/10 service.

Voyc can be used to deliver additional QA and insights to business. What I Ilike best though is the team always listens to the customer takes customer feedback and tries to improve their offering.

I dislike times when there is no availability of people to discuss the movement of specific projects

Additional

With VOYC as the Quality Assurance, we were able to better understand our clients' needs and frustrations through the calls that were captured on the VOYC platform. The learnings assisted in providing better coaching and assessing of the Momentum Investo clients transactions, this in term let to a consistent evident improvement in the client experience.

The accesibility on VOYC is exceptional as you are able to listen to a call while at the same time you are reading the call transcript. In the Service environment silent gaps in the call are always an area of concern, with voice build in dead air time capture; this has simplified the process of identifying service agents with the most dead air and effectively provide the necessary training and techniques.

I find VOYC to be very innovative and always evolving to try and constantly meet their clients' demands. With reference to the recent Quality tool development as an example

Alerts- with the alerts possible threat to the business or possible social media complaints can be picked up and addressed immediately.

Identifying vulnerabilities. all of our calls can be monitored as opposed to manual listening, which would result in less checking

The transcript can struggle to always be accurate

Increased checking levels, identifying vulnerabilities, helping us fulfil consumer duty requirements

.They are always prepared to go the extra mile and are always on hand

The transcript could be a little more accurate

They are on hand to answer any questions

Voyc has an array of interesting features to assist your business in moving forward - working with a variety of languages & dialects. The analytics software is ideal for both small and large businesses and can give you full insight into behaviors and also allows you to track progress and problem solve.

Customer service is amazing - Voyc are always on hand to troubleshoot and handle any queries

A few bugs in the system - but this was sorted out within a few short time by Voyc. Their customer service is exceptional

I like the fact that it has filters like the attribute, which makes it easy to search for specific types of accounts eg: Voicemails, Auto saved and right party accounts.

Being able to easily search for accounts worked less than a minute which is a benefit to checking for reasons.

Easily able to identify dead air on accounts and reasons for dead air

Able to search on analytics using a specific word of whatever you are looking for eg: Debit - All debit order accounts come up which makes it easy to audit those specific accounts you are looking for .

how it can do volumes of calls and include transcript on it

the system is slow and it takes time to sync some information graded.

highly recommend it even though the system can be slow sometimes but it can be of good course

checking if agents are professional and meeting the company call standard and following the proposed script.

Listening to the recording and reading at the same time In order for one to grade.

Nothing at all Always find solutions to my challenges.

None so far. Get to listen to recordings and can go into the Account while listening.

the navigation. It's easier to get to a call on Voyc than on Vitel.

nothing yet. Everything I have used I like.

Use it, It's great.

Cutting calls. Management referral calls.