Developments in Speech Technology from CSI's Rich Marcia

By Juliana Kenny, TMCnet Web Editor

The speech technology industry has witnessed some exciting developments within the past few months: Angel.com (News - Alert) rebranded and issued remarkable products incorporating voice biometric technology, Interact has been upgrading its portfolio of innovative voicexml solutions, and Coordinated Systems has recently released speech analytics time-saving offerings geared towards improving call center management efficiencies.

TMC’s CEO, Rich Tehrani just had the opportunity to sit down with Rich Marcia, director of marketing at CSI (News - Alert) to discuss the newsworthy developments his company has been a part of as well as future expansion projects. Marcia noted that his industry is a competitive one, but where CSI differentiates itself is by offering a “robust quality monitoring suite which is similar in nature to the features offered by some of our larger competitors, but we offer it at an incredibly low cost of ownership.”

With a 97.5 percent customer retention rate, CSI has braved the several storms that have hit the call monitoring and recording industry over the past few decades with its inception in 1972. Marcia announced during his interview with Tehrani that CSI is launching innovative new speech technology solutions that will save call center managers significant amounts of time when processing calls. “Auto scoring is the one I’m most proud of,” said Marcia. The technology enables the call center supervisor to “index all the calls that the customer records and automatically evaluate them so it’s going to save supervisors a tremendous amount of time when conducting those evaluations.”

Marcia goes on to explain how the unique technology is able to auto mark or tag (News - Alert) calls which is also a huge time-saver for call center supervisors as it frees them of the responsibility of distributing calls to certain departments as the calls come in. This solution lets the call center manager spend more time training and working with agents rather than perform the menial clerkish tasks relegated to them.

View the video to check out more, especially the exciting new phonetic-based speech analytics from Coordinated Systems on TMCnet’s video homepage.

Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Juliana Kenny

(source: http://www.tmcnet.com/channels/ivr/articles/100816-developments-speech-technology-from-csis-rich-marcia.htm)