Gryphon Debuts Core Voice, Cloud-Based Call Recording and Speech Analytics Solution

By Shamila Janakiraman
TMCnet Contributor

Gryphon has unveiled Core Voice, a new cloud-based offering that helps a firm capture and measure the effectiveness of mobile sales and service teams.

Besides ensuring regulatory compliance, marketing privacy compliance and sales-effectiveness, this comprehensive call recording and business intelligence service will capture voice conversations in real time.

“With the strengthening of call recording laws like Dodd-Frank, companies have to find ways to capture sensitive conversations that could originate from any phone, at any time,” Eric Esfahanian, general manager of Gryphon’s phone-based services, said in a statement.

“These same companies want the value that targeted analysis of client conversations could bring to new-hire training, sales-team optimization, and customer-service levels,” Esfahanian added.

Core Voice will help businesses retain important, customer-related voice conversations of any sales or service agents from any phone employed to conduct business across the enterprise. These recordings are leveraged for audit purposes besides for optimizing monitoring and analytic capabilities.

Managers will gain greater insight into sales activity and marketing effectiveness as well.

Core Voice also offers compliance with Do-Not-Call and other marketing privacy regulations. Through its Target (News - Alert) Speech Analytics capability, Core Voice is able to automatically aggregate relevant voice interactions that take place either on wireless, landline or VoIP. It then offers practical scores to highlight the sales effectiveness and script compliance of each call, based on key performance indicators (KPI).

Core Voice helps identify certain words or phrases used during conversations which instigate a Key Phrase and Emotion Alert. Based on this, proactive e-mails can be sent. Core Voice also gives alerts when it detects irritation, anger or happiness, thereby optimizing monitoring of user responses and agent inquiry.

Agents will also be able to use in-call disposition keys to initiate and terminate portions of a conversation which can be used for follow-up.

“Our solutions are purpose-built to help firms unlock their marketable universe and observe customer preference while improving sales productivity. Core Voice extends the ability of companies to limit their marketing privacy risk while increasing competitive advantage, without adding IT expense,” said Jeff Fotta, Gryphon’s president.

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