HoduSoft, one of the leading providers of innovative communication solutions, has announced its partnership with Speechmatics, a well-renowned speech-to-text technology provider. This partnership aims to implement speech analytics functionality into HoduSoft’s flagship product- HoduCC Omnichannel CX Suite. This will help businesses in enhancing their capability to leverage the power of the voice data to improve their operational efficiency and overall customer satisfaction.
In today’s data-driven world, the ability to analyze data has turned out to be an important asset for businesses. The integration of Speechmatics’ advanced speech recognition technology into HoduSoft’s communication solutions showcases a major advancement in the field of speech analytics. This partnership will enable businesses to achieve better insights from voice interactions that will further help them in making more informed decisions for enhanced overall performance. Overall, with this partnership, businesses can experience the fusion of-
• Speech Recognition/Transcription
• Sentiment Analytics, and
• Summarization
Speechmatics’ cutting-edge speech-to-text technology is well-known for its reliability, consistency, and accuracy. It supports speech recognition/transcription in more than 50 languages (including local dialects and accents) with automatic language detection. With sentiment analytics, it can easily track and analyze sentiment for any transcribed media, enabling businesses to determine whether customers’ sentiments are positive, negative, or neutral. Moreover, its abstractive approach delivers a summary that captures the essence of the content.
With this partnership, businesses, especially contact centers, business process organizations, and service providers can benefit in numerous ways-
• Agents can gain a better understanding of every customer call. By analyzing the tone of voice, • sentiment, • and key phrases, • they can easily determine the pain points of customers as well as the key trends and tailor their response accordingly.
• With AI-driven insights, • speech analytics help agents work on key performance metrics like first-contact resolution (FCR) and average handle time (AHT) and keep their productivity level high.
• By eliminating the language barrier, speech analytics help businesses expand their global customer base without compromising on the quality of service.
• By offering important insights into customer behavior, preferences, pain points, and emerging trends, speech analytics help businesses in making the right decisions and designing the best strategies that help elevate overall customer experience.
• By analyzing transcribed calls, supervisors can easily monitor the performance of each agent and provide personalized feedback to help them work on the areas that need improvement.
• Speech analytics can be integrated with the other business tools like Interactive Voice Response (IVR) system. This helps in understanding the accurate context of user intent and accordingly, calls can be routed to the most appropriate agent.
SOURCE: EINPressWire