KnoahSoft (News - Alert), as you may know, sells a pretty good product called Harmony 3.0. It helps businesses get formal and informal IP-based contact centers with what company officials describe as “a low-cost, modular web-based” product.

And it’s built for VoIP from the ground up, with all the bells and whistles you’d expect -- call recording, quality and performance management initiatives, it supports the review of calls, e-mails and chat sessions in a PCI (News - Alert)-compliant, services-oriented, open reporting framework, advanced reporting and real-time dashboards, all that.

Basically the product’s designed to provides important data collected via recording, surveying and speech analytics to help improve agent performance and quality. Supervisors can use it to support agents through messaging, monitoring, e-learning and coaching modules.

And given how key analytics are, all the Harmony Editions can be enhanced with speech analytics. Company officials say the Harmony Speech Analyzer, powered by Aurix (News - Alert), “enables call center supervisors and management to perform precision monitoring on keywords or phrases, using the smart Phonetic based search.”

What this means is that you get a pretty detailed level of refining recordings, with focused, more intelligent call analysis. And this lets your call center managers improve their understanding of both competitive situations and the underlying reasons for customer calls.

Aurix sells speech technology to let users identify words and phrases buried in their audio data which, when used correctly, can “transform them into valuable intelligence,” company officials say.

So what’s the right way to use it: You can identify important business trends, customer insights, revenue opportunities and competitive situations, create KPIs, associated words and phrases to increase customer satisfaction or report on agent scripts adherence.

It also lets you automatically zero in on problematic calls in to identify potentially serious and costly issues or a need for specific agent coaching, and mine calls for required or forbidden words and phrases for any marketing, quality control, compliance, or general interest reasons.