Security and compliance are two issues that are increasingly of concern for contact centers and call centers. There are concrete ways to approach these problems, and the availability of solutions has expanded in recent months with the increasing popularity of hosted solutions. Call recording remains the staple way for call centers to manage their compliance regulations and standards, and the advancement of speech analytics has bolstered these security-enhancing measures. Speech analytics allows companies the ability to search and analyze recorded interactions between agents and customers to identify areas for improvement.
Speech analytics is the system to analyze speech to extract data and information about its content. In the contact center, speech analytics can be sued to compiles business intelligence through recording phone interactions between call center agents and customers.
Through what those in the industry like to call a “perfect marriage,” SIP Print and Nexidia (News - Alert) have come together to offer speech analytics technology through SIP Print’s SIP-based call recording solutions.
Don Palmer, CEO of SIP Print, stated, “By being able to provide speech analytics, we will enhance our already growing position worldwide in the SIP-based call recording arena. Voice Recording is now one of the fastest growing sectors in communications because of compliancy regulations of all sorts within the financial industry, legal industries, healthcare, and so on. With regulations like HIPPA, Nacha and PCI, SIP Print (News - Alert), with the addition of speech analytics, will compete at a very high level throughout the world by adding Nexidia speech analytics to its feature list.”
“The ability to search and analyze recorded audio to produce more targeted call and agent evaluation helps companies identify opportunities to increase collection effectiveness, reduce risk and enforce processes,” said Jon Ezrine, SVP and Chief Operating Officer, Nexidia. “We’re excited to work with SIP Print to provide the benefits to the SMB market, given their success at targeting mid-sized companies.”
As a leader in the SIP and VoIP call recording, it is only natural that SIP Print now offer speech analytics to this market.
“By adding speech analytics to SIP Print’s SIP-based voice and call recording appliance solutions, clients will have the added option to provide the ultimate in security aspects to further protect their businesses, employees, and communities, as well have a more clear understanding of every communication with their businesses and customers,” added Palmer.
Edited by Stefanie Mosca