Phonetics-based Call Center Solution Launched

US contact center solutions firm CallCopy has launched a new speech analytics solution which enables contact centers to extract information from contact recordings and use it to generate business intelligence.

The phonetics-based solution has been designed so that speech analytics is available to contact centers of all sizes.

Its keyword/phrase spotting feature enables users to mine 100% of call recordings, identifying words and phrases which have business impact. Calls containing such words or phrases are flagged for immediate follow-up. It is also compatible with non-standard words like jargon, slang and foreign words in native tongue.

A confidence scoring feature assigns probability scores to results and if they are below a user-defined threshold they are automatically filtered out.

In addition, the system contains silence detection to pinpoint abnormal pauses and holds which indicate workflow issues that need to be resolved.

'We developed a speech analytics solution that will gain mainstream adoption through its ease-of-use and ability to quickly deliver business value,' stated CEO Ray Bohac. 'By putting the power of speech analytics in the hands of all our customers, regardless of their size, we are able to deliver on the value proposition that, up until this point, has not been achieved in the market.'

Web site: www.callcopy.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.