KnoahSoft a provider of VoIP-based call recording, quality and agent performance management tools for call enters announced the release of a speech analytics tool which can enhance all editions of its Harmony suite.

According to company sources, the Harmony Speech Analyzer is powered by Aurix (News - Alert) and is capable of helping call center supervisors to perform “precision monitoring” on keywords or phrases, using optimized phonetic-based search.

Also, this is a highly accurate means for analyzing recordings and it provides immediate and meaningful insight into the operation of the call center. The focused, intelligent call analysis allows call center supervisors to understand both competitive situations and the actual reasons for customer calls.

KnoahSoft (News - Alert) also provides a comprehensive and strategic hosted speech monitoring program besides the base software. This program also includes an experienced analytics staff that can develop and refine search queries that will isolate a statistically significant sampling of call types containing specific keywords and phrases across the enterprise.

Company sources explained that this helps in targeted monitoring of speech segments isolated by the search engine for capturing key business intelligence, voice of the customer and performance trends. Using such details companies can dramatically enhance productivity, processes and customer experiences.

The Harmony Speech Analyzer can be leveraged by call centers to reduce risk, ensure compliance and maximize the value of customer interactions.

In a release, Sri Myneni, CEO of KnoahSoft said, “With Harmony’s Speech Analyzer, KnoahSoft enables call center management to tackle one of its most important challenges, increasing agent performance, by understanding what is happening across thousands of calls in a way that traditional QA analysis can’t.”

“With our comprehensive, innovative and affordable software suite, any sized call center can identify and capitalize on important business trends, customer insights, revenue opportunities and competitive situations,” Myneni added.

The capabilities featured in the Harmony Speech Analyzer are creation of KPIs for call center agent performance, reporting on agent script adherence, mining calls for required or forbidden words and phrases for any marketing, quality control, compliance or general interest reasons.

The analyzer helps detect periods of unwarranted silence which drives up Average Handle Time (AHT) and also helps design alerts and notifications for supervisors and managers to take corrective actions when required.

Harmony helps companies translate customer insight into useful information for delivering on customer needs, and to optimize agent performance, utilization, first call resolution and customer satisfaction.

Recently workforce management solutions provider and Teleopti partnered to provide small and medium businesses and enterprise customers with a scalable, comprehensive suite of call recording, quality assurance and workforce management solutions for contact centers.