Contact Center Transformation Featured Article
IT Sonix Signs Deal with Digital Exchange Products for Speech Analytics Services
October 17, 2013
By Anil Sharma, TMCnet Contributor
IT Sonix, a software company, has entered into an agreement with Digital Exchange Products (DXP), a telecommunications company, to supply speech analytics contact center technology to DXP’s UK customers.
As part of the pact, IT Sonix will supply speech analytics software to DXP. The software is designed to allow contact centers to monitor and influence calls live whilst ticking many, legal, and regulatory and compliance boxes.
Officials with IT Sonix said that its ELSBETH VocalCoach speech analytics software allows for the monitoring of all calls and is able to do so live, in real-time.
The company touts ELSBETH VocalCoach as the ?rst speech analytics software solution to offer fully automated quality assurance and call optimization.
Officials pointed to the solution’s fully automated, live speech analysis capability as a key feature. With it, 100 percent of calls can be evaluated automatically, allowing real time reporting and problems to be fixed during the call, reducing errors and call backs, and significantly improving customer satisfaction.
“Speech analytics represent a ‘significant advance’ in technology. Traditionally contact centers have had to monitor recorded calls retrospectively and that can lead to problems both with statutory compliance as well as correcting errors that may have given customers a poor experience,” said Richard Winterburn, head of partners at IT Sonix, in a statement.
Winterburn explained that the average contact center monitors between 1 and 3 percent of all calls, but with speech analytics technology, contact centers can increase that figure to 100 per cent of calls, and be able to remind staff of their obligations while they are still on the line with customers.
He noted that the system can highlight any inappropriate conversations and even monitor the stress level of callers, giving insight into not only what is being said but also how it is being said.
“The result is that calls can be handled more efficiently, which saves the caller’s time; something we would all welcome. The contact centre operator can improve/ensure compliance, identify mis-selling, highlight training needs and therefore reduce costs,” said Winterburn.
On the partnership with DXP, Winterburn expressed that he beleives DXP’s experience providing voice and data services and its solid customer portfolio will make it a great asset to the growing base of IT Sonix Partners across the UK.
Stuart Eccles, managing director of DXP, said that the system represents a significant addition to the DXP Portfolio of products and services.
“For the past 23 years we have been helping customers all over the world reduce their costs and carbon footprint whilst meeting legislative responsibilities,” he said. “ELSBETH VocalCoach is an impressive solution for helping businesses deliver on their regulatory responsibilities, even more so with the FCA changes planned for 2014.”
Edited by Blaise McNamee
Learn More About Our Contact Center
Featured White Papers
- Delivering Optimized Experiences To Today's Customers
- Beyond IVR: Leveraging Speech and Natural Language in Multichannel Communication
- IVR Virtualization: Transforming the Value of IVR
- Customer Care in a Mobile World: Customer Care in a Mobile World: Considerations for a Mobile Care Strategy whitepaper from Septembe...
Featured Case Studies
Featured Data Sheets
- Contact Center Transformation Solutions
- West Interactive's Contact Center Core
- West Social Engagement Solution
- West's Mobile Solutions
- West's Alerts and Notifications
- Hosted Contact Center
- Cloud-Based IVR
- On-Premise IVR
- Mobile Solutions
- Social Media Solutions
- Enterprise Feedback Management