For the call center, voice is a primary channel of communication. And, what many call centers are realizing is that it is not just what customers are saying, but how they are saying it. For this reason, voice biometrics has been increasingly utilized in the call center to determine best course of action for agents by offering transparency into the customer.
Today, we heard of two companies working together to ensure the call center is equipped with the necessary tools to provide satisfying customer experiences. SpeechPro, a voice biometrics company, partnered with CallMiner (News - Alert) to further this trend of innovation in voice analysis.
“We are excited to partner with CallMiner, an innovative company that is constantly on the lookout for new technologies that help to expand capabilities of their speech analytics offerings” stated Alexey Khitrov (News - Alert), President of SpeechPro.
SpeechPro is elbow deep in developing speech analytics solutions, while CallMiner’s speech separation capabilities for contact centers add a whole new layer the analysis process. The agreement allows CallMiner to offer SpeechPro’s technology as an optional add-on to its Eureka platform.
“We see a lot of our customers stuck with legacy recording equipment and contact center infrastructure that offers no speaker separated audio.” said Erik Strand, Vice President of Product at CallMiner.
Strand noted that “SpeechPro’s speaker separation capabilities allows our customers to take advantage of the benefits of speaker separated audio and reduced analytical effort without having to change any of their current processes.”
Khitrov credits the innovation to a sustained effort in research and development (R&D) and the team SpeechPro has put together is one of the largest dedicated purely to voice biometrics. “The focus on R&D allowed us to develop, what independent testing proves to be, the most accurate voice biometric technology out there. The depth and accuracy now available through the Eureka solution will ensure that we are delivering more value to call center customers.”
They say a picture says a thousand words, but numbers speak louder. A recent study from Opus Research illustrated that over the next three years voice biometrics are expected to experience an almost 40 percent compound annual growth rate. The ability to quantify the unquantifiable is invaluable. Stay tuned, as it would seem there is more to come in voice biometrics in the call center just over the horizon.
Edited by Dominick Sorrentino