3rd Party Remote Call Monitoring Feature

Liquid Voice, a UK-based developer of software solutions for call recording and business analytics, recently launched the upgraded version of its Enterprise Call Recording solution for real time consolidation of speech recognition, dashboard reporting and associated analytics. The new version includes options to integrate the platform with AVAYA’s voice recognition engine and an additional feature to identify user programmable phrases.

In a release, Andy Barrett, technical director for Liquid Voice said, “The last few years have seen a great deal of progress in natural speech recognition engines, fuelled in part by more powerful processors and demand from the consumer sector. Our aim with the new version is to integrate all this technology into a contact center environment, where it can be used effectively to speed up processes such as complaint call detection, FSA compliance and effective agent training. For example, if you are in a regulated industry that requires certain phrases be repeated to callers, the speech engine can detect when these have not been delivered and tag (News - Alert) them for later inspection. Another example could include the automatic detection of a complaint call which can be flagged in real-time on the dashboard or trigger an alert to a line manager.”

The new release also features a dashboard to flash important metrics and trends, thus allowing businesses to build customized views suiting their call center set up. The dashboard has been developed in Microsoft (News - Alert) Silverlight, leveraging an SQL database. Another feature in the new version is the inclusion of coaching capabilities, which enables calls to be saved and retrieved for future training purposes. The effective integration of dashboards, speech analytics and open standards technology is intended to help organizations meet coaching, compliance and customer satisfaction targets.