Today, Speechmatics is announcing its partnership with leading customer experience platform provider Neuraswitch. The Salesforce-integrated platform captures calls, transcribes them in real-time using Speechmatics’ technology, and provides emotional analytics for any situation to enhance customer satisfaction.
With decades of experience working with call centres, Neuraswitch developed the ConnexionsCX platform after witnessing customers’ changing requirements, and the struggle businesses faced in developing a cohesive solution that delivers a quality experience for them. It now works with customers across industries, such as healthcare, financial services, manufacturing and customer support, to deliver more efficient and helpful interactions with customers.
Whether it’s live feedback from a caller thanks to intelligent routing, delivering a summary report with emotions and keywords that leads to more meaningful conversations, or a call centre manager concerned with the bottom line who requires a snapshot of the data, the flexible, secure transcription solution underpins the ability to understand conversations and react instantly.
Brian Matthews, CEO of Neuraswitch, comments: “We are ecstatic to partner with Speechmatics as they bring additional functionality to ConnexionsCX and have greatly improved the speed at which we can now transcribe real-time calls. Sentiment analysis is just one component of ConnexionsCX and by partnering with Speechmatics, we are able to add transcription services and cross-reference sentiment with transcription, further improving the call analysis accuracy globally.”
Ian Firth, VP Products at Speechmatics, said “Working with Neuraswitch felt like a natural progression for Speechmatics’ technology. Contact centre platforms have the ability to utilise speech recognition technology to enhance the customer experience offering. Whilst the Neuraswitch solution is designed to ultimately enhance the customer experience, in turn, it offers agents an easy-to-use interface directly within Salesforce. Our industry-leading language accuracy is hugely important to the globalisation of the Neuraswitch technology and I’m excited to see how the company grows as a result.”