Liquid Voice, a leading provider of interaction analytics, quality management and recording, has announced the immediate availability of Real-Time Analytics.
Developed in partnership with Speechmatics, a leading global supplier of Automatic Speech Recognition (ASR) solutions, these new Interaction Analytics provides instant insights, as they happen and will deliver significant benefits in a wide range of contact centre and compliance applications.
According to Matt Marris, Product Manager at Liquid Voice: “This new Liquid Voice analytics solution provides contact centres with real-time insight and overcomes the drawbacks of other analytics platforms which can take from 15 minutes to 24 hours to deliver the required results. Unlike previous real-time solutions, it uses deep-learning to create transcripts of the calls and enables us to deliver more advanced features around script adherence, compliance and real-time alerting.”
The new Liquid Voice Real-Time Analytics solution transcribes interactions as they happen rather than waiting until they have finished. It enables multiple interactions to be transcribed in multiple languages simultaneously and identifies the type of call allowing agents to be provided with relevant and appropriate prompts when they need them. This helps to ensure script adherence compliance on every call as well as making it quicker and easier to identify vulnerable callers.
Enhanced stereo transcription functionality is also included which efficiently analyses each speaker channel separately. This further improves the accuracy of transcriptions and gives greater insight into sentiments expressed by each person during interactions. Up to six speaker channels can be simultaneously transcribed allowing this functionality to be extended to courtroom, interview and conference calling applications.
“Liquid Voice is focused on an ongoing programme of development that positions the company as an innovation leader in the industry,” continued Marris. “Working with world-leading technology companies such as Speechmatics enables us to provide our customers with cost effective solutions that drive the achievement of real and sustained business benefits as well as giving Liquid Voice a significant competitive advantage.”
This week has seen two highly publicised incidents where contact centres have refused service to people in the UK. In separate occurrences, Stephen Dennis and Sophia Reis could not access their bank account, as the operator did not trust validity of their call. Security is foremost in the mind of contact centres in our financial industry. The operator, in […]READ MORE
There is a huge level of satisfaction and gratification when taking an idea, a simple drawing on a whiteboard in front of a customer and moving it forward to a tangible, business solution critical for an organization’s success when considering a NICE product for their company. The service I now provide was not common, or […]READ MORE
It’s great when you enjoy your job. Even better, though, is when you know the product you provide helps keep people safe, solve crimes, and brings speedy access to the Police, Fire and Ambulance Services which can save a life. Not a function you would normally associate with a software company, but one we have […]READ MORE
Everyone is becoming more aware of security and fraud these days. Be it dodgy texts, e-mails with suspect attachments or people on the phone claiming to be your bank, insurance company or even HMRC. Fraud is on the rise and with ever more daring and imaginative attacks. I myself was a victim of hacking when […]READ MORE
Over the last 5 years, advances in technology and the move to the Cloud has made advanced contact centre applications accessible to small and medium sized contact centres. The BIG question: What are the real benefits of deploying speech analytics technology within a smaller organisation? The short answer is – EXACTLY the same as expected […]READ MORE