Virtual Office Resource

It's not always easy to understand what someone means just by the tone of voice he or she is using. A beautiful compliment can be rendered into a scathing insult just by the right inflections, and knowing the difference can mean the difference between a successful conversation and a lost conversation. Vaspian and Voci Technologies have come together in aid of this, looking to deliver a new set of tools that will better help agents grasp the true meaning behind what a voice on the other end of the phone line says.

Vaspian offers telephony options for users around the Buffalo area, which makes it fairly popular with call centers, virtual offices, and similar options that may have to field or make large amounts of calls. Voci, meanwhile, offers speech-to-text options, as well as a slate of transcription and speech analytics tools. The combined effort will bring said tools to Vaspian's telephony systems, and provide new levels of insight to the everyday phone interactions a company undertakes.

A variety of industries can put such tools to use, particularly any sales venture. The legal, medical and emergency services fields can likewise use such tools, and Vaspian notes that Voci's technology could be especially useful in meeting standards set forth by the Telephone Consumer Protection Act (TCPA).

Vaspian's vice president Greg Schreiber noted that, “At the core of Voci's platform is a highly accurate speech-to-text engine with powerful search and analysis capabilities.” Schreiber went on to noted that Voci's system was suitable for the standards of a major operation like Apple (News - Alert), and as such, Vaspian wanted all firms to be able to experience that level of quality.

There's room for an incredible new level of insight here, but will that insight be shared with sufficient rapidity to have an impact? If the call center agent knows that the customer is getting angry, or sounding despondent, it's possible to shift tacks and bring in something more appeasing, or something that helps provide better benefit. Ever call a call center, get nowhere, and hang up with that coolly angry “Thank you good bye.”? That's the moment where a lot of call centers lose customers, and if a call center can move before that caller reaches that point, there's an opportunity to turn the whole situation around and win a customer for life. Think about the impact of a customer telling his or her friends about how angry he or she was, until the call center seemingly picked up on it and made a great offer in response.

It could be the kind of thing that makes a call center a real force, if applied rapidly enough. Even if it doesn't kick in quite that quickly, the combined effort of Vaspian and Voci should still be a force to be reckoned with.