Unlocking valuable voice data to deliver improved caller experiences
Enhancing experiences, and driving efficiency in contact centers.
Background
Customer experience has quickly become the main priority for contact centers, with the ramifications of poor experiences having a direct impact on revenues. A PwC study revealed that 32% of customers would consider leaving a brand they loved after just one poor experience. With increasing amounts of voice data stored in call recordings, contact centers face the challenge of unlocking the value trapped within these recordings to improve customer experiences. According to a Microsoft study, 44% of customers in the US prefer to interact over the phone as their primary source of customer service channel. Contact centers are therefore incentivized to tap into these interactions and extract value from them.
The Company
Prosodica is a provider of innovative voice and audio analysis technology and a subsidiary of Vail Systems, that aims to deliver better caller experiences to enhance customer care and improve customer experiences.
The Challenge
Prosodica develops analytics applications that are delivered through Vail Systems’ carrier integrated enhanced network services platform for call centers. Using Prosodica applications, call centers gain fresh perspectives into the character and content of their customer conversations. This enables them to identify opportunities to improve efficiency, reduce customer effort, and continually measure customer experience without needing to manually listen to customer calls or solicit agent/customer self-reporting.
The Solution
These applications integrate proprietary voice analysis technology with Speechmatics’ any-context speech recognition to generate next-level insights from recorded calls. Unlocking the voice data from calls using automatic speech-to-text enables businesses to analyze the data to drive insight and meaning at scale. Speechmatics’ Global English language pack is essential to the performance of the voice technology element in the Prosodica platform as it delivers high accuracy regardless of dialect or accent. The Prosodica platform utilizes the customer-hosted version of the Speechmatics product to ensure security and compliance is maintained in every aspect of the solution.
“”“Working with Speechmatics enables us to seamlessly provide our customers with quality, automated speech analytics as part of our solution. I look forward to our continued partnership and innovation together.”
