LiveVox (News - Alert), a cloud contact center software provider, and CallMiner, a provider of cloud-based speech analytics, have come together to conduct a webinar to help users realize a cost-effective and short deployment path for speech analytics and at the same time facilitate a discussion about the technology approaches that can be employed in an uncertain but assuredly tightening regulatory world.
The webinar is scheduled to be held at 2 p.m. EST, Wednesday on October the 17th and is stated to be beneficial for attendees who will be able to see operations and technology executives share with them a path to circumvent integration issues and implement speech analytics to advance operations and compliance across the enterprise.
John McNamara, chief marketing officer of LiveVox said, “It would not surprise me if call recording data is held to the same standard as financial data in the accounts receivable management industry. Clients and regulators expect a complete record of all financial transactions and agent documentation on accounts. The agent/consumer audio is critical data that is often glaringly absent. LiveVox makes it very straightforward for multisite contact centers to centralize data in a secure environment. Speech analytics turns that data into risk management and operational improvement gold.”
CallMiner (News - Alert) stated that it delivers a cloud-based conversational analytics solution for improving agent performance across all contact channels including voice, social, e-mail and chat by automating performance management.
Speech analytics involves data and its accessibility and to make data available for analysis, one needed to buy costly equipment and enmesh themselves in maintenance and for multisite operations the cost and complexity is compounded. But in the cloud, the cost and complexity is greatly reduced as the data is centralized, secure and available for analysis.
CallMiner added that leveraging speech analytics to automatically analyze calls can significantly reduce the risks associated with non-compliance for collectors in accounts receivable management. Instead of spot checking recordings, all the captured audio can be analyzed to ensure agents are saying things they should, such as the mini-Miranda, and not saying things they shouldn’t. The end result is better customer experience and higher success in collections efforts.
LiveVox has integrated the core contact components such as ACD, IVR, automated dialer, call recording and reporting/business analytics tools onto a single, unified cloud platform. This enables LiveVox to deliver a more flexible, seamless service to our contact center clients, regardless of their number of locations, agents or existing technology infrastructure.
Want to learn more about cloud communications? Then be sure to attend Cloud Communications Expo, collocated with ITEXPO Austin 2012 happening now in Austin, TX. Stay in touch with everything happening at Cloud Communications Expo. Follow us on Twitter.
Edited by Rachel Ramsey