Tag Archives: speech analytics

Voxbone Customers Strike Gold in the Cloud Using Speech Analytics with CallMiner

Voxbone’s recently launched Speech Analytics service is now giving customers easy access to transformative data supported by CallMiner Eureka. Pairing Eureka’s insights with Voxbone’s cloud-based voice communications and recording infrastructure means that users can dramatically improve agent performance with actionable call analytics–interactions that may have otherwise gone undocumented–without having to invest in extra equipment, staff or systems. Continue reading Voxbone Customers Strike Gold in the Cloud Using Speech Analytics with CallMiner

CallMiner Announces Eureka Starter Edition Bringing Speech Analytics to Small Contact Centres and Companies Starting their Analytics Journey

CallMiner®, the leading platform provider of award-winning speech and customer engagement analytics announces a new offering – Eureka Starter Edition, a full speech transcription and rich search and discovery tool designed for smaller contact centres or larger organisations looking to gain insight into their customer interactions without the need to dedicate an analyst. Continue reading CallMiner Announces Eureka Starter Edition Bringing Speech Analytics to Small Contact Centres and Companies Starting their Analytics Journey

CallMiner Announces Eureka Speech Analytics for Amazon Connect Customers

CallMiner, developer of customer engagement and speech analytics platform Eureka, announces its collaboration with Amazon Connect cloud-hosted contact center service on Amazon Web Services (AWS). This new development will allow businesses of any size that are using Amazon Connect to extract meaningful business insights from customer conversations to improve contact center and agent performance, and elevate the customer experience. Continue reading CallMiner Announces Eureka Speech Analytics for Amazon Connect Customers

CallFinder Announces Partnership with Customer Centered Strategies to Deliver Speech Analytics Solutions to Improve Business Performance for Call Centers

PRESS RELEASE: CallFinder® announces today a strategic relationship with Customer Centered Strategies, LLC (CCS) to provide cloud-based call recording and speech analytics solutions as a component of CCS’ customer experience and business transformation professional services. Continue reading CallFinder Announces Partnership with Customer Centered Strategies to Deliver Speech Analytics Solutions to Improve Business Performance for Call Centers

Verint Impact 360 Speech Analytics Helps Shanghai Unicom Listen and Take Action Based on the Voice of Its Customers

Verint LogoPRESS RELEASE: Verint® Systems Inc. announced that Shanghai Unicom, a subsidiary of China Unicom—a leading telecommunications carrier in China—is gaining continued value, following its implementation of Impact 360® Speech Analytics™. The organization uses the software to help uncover underlying customer issues and key drivers of calls into its contact centre. Continue reading Verint Impact 360 Speech Analytics Helps Shanghai Unicom Listen and Take Action Based on the Voice of Its Customers

Aspect Software introduces Aspect Mentor for real-time speech analytics

aspect-logo-std-full-RGBAspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, back-office and award-winning cloud solutions, today announced Aspect Mentor, a real-time speech analytics application that enriches customer interaction quality monitoring and data usability. Aspect Mentor monitors voice with speech detection across the contact centre and automatically sends guidance notifications and intelligent response alerts, based on detected or omitted speech, to agents and supervisors.  Continue reading Aspect Software introduces Aspect Mentor for real-time speech analytics

Enghouse Systems Acquires IT Sonix AG

Enghouse Systems Limited announced that it has acquired IT Sonix AG for a purchase price of approximately €7.0 million subject to certain price adjustments. Based in Leipzig, Germany, IT Sonix is a software provider specializing in outbound contact centre solutions with a particular focus on tele-marketing. ELSBETH, IT Sonix’s flagship solution, is a fully featured, general purpose, outbound suite combining a powerful predictive dialer, campaign management, call scripting, real-time speech analytics and agent coaching capabilities. Continue reading Enghouse Systems Acquires IT Sonix AG

Speech Analytics: Do you really know how your agents are performing?

Geneys_logoNothing can tell you more about your contact centre performance and customer experience than analysing the conversations between your agents and your customers. There are enormous business opportunities hidden within customer conversations, and gaining visibility of this information is invaluable for optimising the efficiency and effectiveness of your workforce. Sean Murphy, Director of Product Marketing at Genesys, looks at how Speech Analytics can help overcome contact centre challenges and improve agent performance. Continue reading Speech Analytics: Do you really know how your agents are performing?

Promero Announces New Speech Analytics On Demand Program with CallMiner

Promero, Inc., a leading reseller and hosting provider of call center software announced a new Speech Analytics On Demand program. The new program gives contact centers the ability to maximize call center agent performance and immediately improve business by using Promero’s hosted speech analytics solution that is affordable, scalable and easy to implement. Continue reading Promero Announces New Speech Analytics On Demand Program with CallMiner

TMJ Inc. Implement Verint Impact 360 Speech Analytics to Enhance Quality Management and Productivity

Verint LogoVerint® Systems Inc. announced that TMJ Inc., a Benesse Group company that operates call center and back-office operations in Japan, has implemented its Impact 360® Speech Analytics™ solution, part of Verint’s Voice of the Customer Analytics® portfolio. TMJ Inc., formerly known as Telemarketing Japan, operates in 11 cities in Japan and Shanghai, China and has a unique business concept of “Science of Technology” to leverage an advanced scientific and engineering approach in improving customer communications.  Continue reading TMJ Inc. Implement Verint Impact 360 Speech Analytics to Enhance Quality Management and Productivity