Call Recording Featured Article
Sestek Brings Analysis and Speech Synthesis to Turkey's Call Centers
As a speech technology company based in Turkey, Sestek has a unique take on the development of speech analytics and voice verification software. Levent Arslan, the founder of SesTek, shed some light on what the voice technology market is like in the Middle East, and what his company is bringing to the landscape of the call center.
Founded in 2000, Sestek brings speech synthesis, speech analytics, voice verification, and IVR to call center markets in Turkey. “We have voice verification products deployed in Turkey and have reached over 1 million voice prints,” according to Arslan. Having developed a strong base in the region, Arslan said that it has deployed solutions for a large bank, and is looking to expand into other regional markets with its voice products.
“With a proprietary voice activation module, we can detect the beginning and end locations of the call transfer,” said Arslan. This feature gives Sestek the best accuracy and enables its solution to check for direct recording. The solution can detect rather fine details of the caller’s voice and surroundings, and is able to make smart decisions about whether or not the call center agent should take the call at the time or reroute to another agent.
With signal-to-noise ratio detection, the solution can detect if the caller is calling from a place with a lot of background noise, in which case the call may be rejected. With accurate measurement of the background noise level, the technology evaluates whether or not the agent should spend time speaking to the caller or if he or she should be redirected.
For the large call center, Sestek has speech-to-text and transcription. The technology contains the ability to set certain parameters which measure the agent speaking rate, detecting whether the agent is speaking in a monotone or not, etc. to aid call center managers to improve worker productivity. This analysis makes online coaching that much easier and better enables the agents to direct customers through the proper channels.
Arslan is demonstrating Sestek’s speech analytics technology at SpeechTEK (News - Alert) this week, and noted that the company has also done CRM integration with more recent developments. The company is looking forward to broadening into international markets over the coming months.
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Edited by Brooke Neuman