Liquid Voice and Speechmatics expand partnership to minimize GDPR-related risk and protect vulnerable customers

Speechmatics, a UK leader in any-context speech recognition technology that enables companies to rapidly build innovative applications, has expanded its 3-year partnership with interaction recording and quality monitoring company Liquid Voice.

In this next phase of the partnership, Liquid Voice will expand its solution to further utilize Speechmatics’ ASR (automated speech recognition) to allow them to convert customer call centre recordings into accurate transcripts to analyze and derive new insights.

These insights can protect vulnerable customers and minimize GDPR-related risk for companies. This is particularly relevant in the financial service industry where the FCA have recently stipulated that firms have a continuous view on how their customers are being treated in all interactions. Accurate transcripts, produced by Speechmatics, can be derived from noisy call environments and across all file formats which enables Liquid Voice to provide a complete, searchable archive for use in a range of scenarios including dispute resolution, quality management and event reconstruction.

Simon Broadbent, CCO of Liquid Voice, said: “We look forward to entering this new phase of our relationship with Speechmatics and further enhancing the quality and value of our solution. The highly-accurate transcription Speechmatics provides allows us to better serve our customers while simultaneously minimising risk of data breaches, protecting finances and reputations in the process.”

Broadbent added: “With a rich history of market firsts, this partnership will significantly strengthen our unique consolidated reporting and management function, which provides contact center staff with full visibility and control over every customer interaction and ultimately reduces fines for businesses and protects vulnerable customers.”

Jeff Palmer, VP at Speechmatics, added: “We provide Liquid Voice with accurate, mission-critical speech recognition technology to enable flexibility in their data analysis, either in real-time or in high-volume batch processing environments. We are continually innovating and improving our technology and this is evidenced by the fact that Liquid Voice has grown by 200% as a customer of ours over the last 3 years. With the biggest GDPR fine ever handed out last year, regulatory compliance has now rightly taken its place alongside customer service as a top priority for modern enterprises – this move shows that Liquid Voice takes this shift seriously.”

Speechmatics and Liquid Voice will be exhibiting at CCW Berlin, the internal conference and trade show for innovative customer dialogue, between 2-4 March 2020 – come and speak to us in hall 2 at stand E21.

About Speechmatics

Speechmatics leads the market as an any-context speech recognition engine for companies to rapidly build innovative applications.

The UK Government, Deloitte UK, Vonage, what3words and Adobe use Speechmatics in scenarios such as contact centres, CRM, consumer electronics, security, media & entertainment and software. Speechmatics processes millions of hours of transcription worldwide every month.

Analysts have recognized Speechmatics as a pioneer in machine learning voice engineering. It enables companies to build applications that detect and transcribe voice in any context in real-time. Its neural networks consider acoustics, languages, dialects, multiple speakers, punctuation, capitalization, context and implicit meanings. In 2019 Speechmatics received the Queen’s Award for Enterprise Innovation.

Its offices are based in Cambridge, UK, Denver, USA, Chennai, India and Brno, Czech Republic. Speechmatics is a registered  trademark.


About Liquid Voice

Founded in 2005, Liquid Voice is a leading global provider of interaction recording, quality management, event reconstruction and analytics solutions with customers in a broad range of market sectors including utilities, outsourcing, public safety, retail, financial and government.

Liquid Voice develops sophisticated, easy to use solutions that support faster, smarter and more streamlined enterprise performance. They incorporate the latest technologies that are fully integrated with its interaction recording and business analytics tools. This generates positive business outcomes and transforms service delivery.

With a uniquely proactive approach to delivering the best customer experience for every installation, Liquid Voice is wholly committed to working with its growing network of channel partners. The company also has a positive approach to the transfer of skills and market knowledge to help resellers grow their sales of Liquid Voice solutions.

Liquid Voice now has the technology and products to effectively compete with the world’s largest manufacturers whilst retaining the ethos that every customer and partner is important.