Call Center Speech Analytics Launch

US software firm OnviSource has launched a call center speech analytics software platform which utilises the latest phonetic audio technology.

OnviSource, which specialises in workforce optimization and customer interaction management tools, has used a phonetic engine for the new Explora solution, This enables it to provide audio search and analysis of speech content: it is not reliant on dictionaries, static grammar or the need to convert speech to text. The system delivers enterprise-wide audio mining solutions in business intelligence gathering, customer interaction management, quality monitoring, and sales and marketing opportunity detection.

Explora is the latest addition to the firm's OnviCenter 6 suite, which includes call handling optimization, call recording and agent scoring, as well as pre-packaged call center business applications.

'Captured audio is a goldmine of information ready to be transformed into business practices that ensure compliance, adherence, and improve the customer experience,' stated Chairman and CEO Ray Naeini. 'Explora can now 'listen' to 100% of recorded interactions, enabling actions to be taken to better direct training efforts, measure quality and compliance, and build sales.'

OnviSource is headquartered in Plano, Texas with an operations center in Oklahoma.

Web site: www.onvisource.com .

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