Improving customer experiences through insightful audio

Good customer experiences are the foundation for a successful business. We teamed up with Vail and Prosodica to help pull invaluable data from customer conversations, helping Vail better understand its audience.


Prosodica – part of Vail Systems – has partnered with Speechmatics to unlock valuable voice data and deliver improved caller experiences

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.

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.

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The voice and speech analytics capabilities in the Prosodica platform are enabling our customers to transform their operations and customer experiences.

Mariano Tan

President & CEO, Prosodica

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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.

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.

Want to find out more about our voice technology?

Read about our technology or sign up for our free trial today. The ability to consume Speechmatics’ any-context speech recognition engine directly in the Microsoft Azure technology stack enables businesses to start using the technology quickly without barriers to adoption.

We work with great companies, read some of our partner case studies

We helped RedBee with our technology

We work with great companies, read some of our partner case studies

We helped RedBee with our technology
We helped 3PlayMedia with our technology
We helped Vail with our technology
We helped Instructure with our technology

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