World VoIP NewsTelovations Inc. offers innovative automated speech recognition system for VoIP networks
Telovations Inc. offers innovative automated speech recognition system for VoIP networks
Enterprise Telovations Inc., working in the marketing segment of the next generation telecommunications and associated solutions, has announced the general availability of its latest innovative item to be released, VocalQ, as a hosted voice recording and performance analytics engine.
VocalQ ensures customer’s parameters metrics in specific communication intelligence are and provides dynamic capability for customers to reveal the true interactions that are processed in framework of the business operations. The modern trends of numerous companies are expressed in a form of working out the quantitative tangible parameters, for instance, how many inbound or outbound calls were processed, dropped, abandoned, as well as what is the amount of inquiries to resolve the customer’s question, etc. These metrics just answers “what” is happening within related business activities in the telecoms segment. VocalQ is designed to measure the conversational content as well as context of business communications. Also, besides of measuring quantitative and ciphering data, VocalQ proceed much ahead by monitoring and notifying on the quality of conversations. Having deployed VocalQ, calls are compared with the samples and the conversation is being broken down into segments my specific marks. In cases where customers repeat their questions and relevant responses to questions are the subject of measuring. The recorded conversations can be put for dynamic comparison with the specific customer surveys so administrators can calculate why a particular interaction went efficiently or not. By means of this innovative utility, a dedicated qualitative rates on calls can be extracted and the most rated calls can later be deployed for customer service coaching. One of the additional operationl features of VocalQ is the option to forward an immediate response on specific “voice alerts.” Managers can designate words and phrases in conversations that are definitely of a critical nature. Wording such as “network outage” or “I am down” can be deployed to initiate messages to managers, for putting extra customer service live agents in procedures, in order to fix up the faults. This ensures the ability to resolve problems rapidly and improve the operational processes and procedures that directly influence the performance of services for customers. “The tool of speech recognition and analysis has followed a long pace within last time period and it is quite soon procedures to be imposed, when speech recognition and analytics will be transformed from supportive tool of customer interactions to be the customer experience itself,” boasted Mark Swanson, CEO at Telovations. “When we calculate what a good experience looks like, we can impose an embodiment of that experience to smoothly design intuitive speech-enabled dialogs that automate numerous regular interactions and finally deliver an improved customer experience.When showcasing live demos at the recent Enterprise Connect show in Orlando, we obtained common impressions from spectators about vast value of speech-triggered automation. Getting from hard copy contracts to ‘voice contracts’ was one live instance of how a company can deploy this product. Some other ones were, being alerted when callers pronounced a specific wording that is being offered and also on-demand IVRs for essential sales calls when on the travel ,” stated Marc Tribbe, director of product development at Telovations. “The might of voice has now been raised up to an absolutely new level, making businesses to discover the realities of their voice interactions.” Telovations is offering a free trial of VocalQ for 90 days.
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