State uniquely combines advanced technology with the human touch to increase recoveries experience AND patient satisfaction.

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Real Time Speech Analytics

State uses real-time speech analytics for in-call representatives coaching and post-call quality scoring on 100% of calls to drive patient satisfaction, compliance and recoveries.

Real-time speech analytics triggers flyouts to provide relevant coaching as it is needed.

Supervisors are notified in real-time if a patient uses dissatisfaction language and are able to review the call, provide live coaching via instant messaging or by verbally "whispering" that only the rep can hear, join the call or even take over the call if needed.

The addition of real-time speech analytics led to:


increase in first call resolution


reduction in dissatisfaction language


increase in patient compliment language


increase in quality scores