TalkIQ Adds Voice Data Predictive Insights Service

In the US, customer voice analysis specialist TalkIQ has launched a predictive capability, to help businesses forecast sales wins and losses, customer satisfaction and churn.

San Francisco-based TalkIQ helps businesses understand and act on insights from every voice conversation with their customers, through its proprietary enterprise speech recognition (ESR) and natural language processing (NLP) capabilities. Its service is used for understanding and acting on key moments with customers, including recognizing areas such as purchase intent, responding to competitors, pricing, building rapport and troubleshooting. The firm's new Predictive Insights services have been developed to analyze voice data from conversations with customers, map the sentiment and intent expressed, and model them to the likelihood of a potential outcome.

Bill Hoppin (pictured), EVP Sales, Marketing, and Alliances, comments: 'CRMs today are lacking perhaps the single biggest and most useful piece of information: what customers are actually saying in conversations every day. Voice is the holy grail for customer insight and we deliver that by capturing these moments in real-time, and layering on predictions and recommendations to help drive businesses forward in a platform we call customer voice management, enabling insights to be shared across all teams'.

Web site: www.talkiq.com .