News 19th Nov 2020
Speechmatics combines with Genesys Customer Experience Platform to deliver accurate speech recognition technology at scale.

Speechmatics combines with Genesys Customer Experience Platform to deliver accurate speech recognition technology at scale.

Speechmatics has announced its any-context speech recognition engine is now available on the Genesys® AppFoundry, the industry’s largest dedicated marketplace focused on customer experience solutions. The AppFoundry allows Genesys customers from all market segments to discover and rapidly deploy a broad range of solutions that make it easier to interact with consumers, engage employees and optimize their workforce.

Through mission-critical, accurate speech recognition technology, Speechmatics provides businesses with an unparalleled ability to drive insight and meaning from voice data at scale regardless of dialect or accent. A vast amount of information is locked in voice data. To create a full customer interaction and experience history, it is essential to transcribe voice data into text format to then enable information to be gathered and insights created.

Pieter Knight, Senior Executive at Speechmatics said:

“Customer experience solutions are extremely powerful, and the AppFoundry enables Genesys customers to optimize their customer experience through innovative technologies. Offering Speechmatics’ any-context speech recognition engine on the AppFoundry enables businesses in any market to truly innovate with voice and uncover voice data they have trapped in audio recordings.” 

Transcribing voice data into text is the first step in understanding the content and context of a contact center call. Available in 30+ highly-accurate languages, as part of the Genesys Customer Experience Platform, Speechmatics’ technology provides a baseline transcription output for other automated technologies – such as sentiment and analytics – to deliver accurate insights and data.

The Speechmatics any-context speech recognition engine is now available with Genesys PureEngage and PureConnect. PureEngage is an omnichannel customer engagement suite for global businesses to deliver competitively superior experiences – providing real-time contextual journeys, world-class orchestrated routing, and digital transformation at any scale. PureConnect is a proven, all-in-one omnichannel engagement platform that is rapid to deploy, simple to administer, flexible, and easily tailored to meet specific needs. It comes with comprehensive services for mid-size to large organizations and is available both on-premises and in the cloud.

To learn more about the specific features and benefits of Speechmatics’ any-context speech recognition engine, visit Speechmatics on The AppFoundry.

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