CT-based Coordinated Systems, Inc. (CSI), has unveiled Call Insight, a speech analytics feature set for Virtual Observer (VO), a call recording and quality monitoring solution for call centers.
"We're proud to be able to provide our customer base with such a powerful set of features at a price point consistent with our low cost of ownership philosophy," said Rich Marcia, marketing director for CSI (News - Alert), in a statement.
"Customers can now spend less time scoring and more time analyzing the resulting metrics," Marcia added. "We are very excited to be able to bring this breakthrough level of automation to our customers."
Company officials said that CSI, developers of the Virtual Observer call recording and quality monitoring solution, has once again delivered an enterprise-scale feature set, which is affordable for call centers of any size.
As with all of Virtual Observer's robust QA features, a new enhancement is brought to market only when it works well, fits within their lowest cost-of-ownership philosophy, and is of immense value to customers.
Company officials said that Virtual Observer Call Insight Speech Analytics phonetically indexes all recorded calls, giving customers the power to perform critical searches and automate the most time-consuming quality processes.
The phonetic-based indexing process is performed at 80 times real time and is completed as soon as calls are recorded. Indexing is only required once, so there is no need to re-index recordings.
According to company officials, Virtual Observer Call Insight allows customers to easily search recorded calls for any keyword or phrase.
There may be times when a simple word or phrase may be needed on-demand to discover what’s being said or while researching a particular issue.
Call Insight users can build unlimited searches using confidence levels, proximities between phrases and combinations of "AND / OR" clauses for an unlimited searching opportunity.
Virtual Observer Call Insight gives customers the opportunity to automate this function and reduce the time spent actually listening to calls.
With Call Insight, the system can automatically score calls and provide a higher volume of evaluations, rapidly.
This automated process can also link to coaching materials so agents can be evaluated and trained end-to-end without the time consuming need to manually play and score calls.
Anil Sharma is a contributing editor for TMCnet. To read more of Anil’s articles, please visit his columnist page.
Edited by Juliana Kenny