nVoq Incorporated recently announced it will be collaborating with Communication Solutions, an expert in delivering B2C and B2B teleservices. nVoq specializes in speech recognition solutions that cater to the customer care and healthcare industries.
"The SayIt application is a unique tool that gives us the ability to utilize technology as we continue our push for greater efficiencies and economies to scale,” said Tony Ridenour, vice president of Communication Solutions. “SayIt allows our online chat agents to focus less on the mundane task of using their keyboard to relay their responses to the customer and focus more on the actual act of communication with the customer.”
“nVoq has been a valuable partner in giving us the ability to expand our workforce from a narrower keyboard-savvy employee to a more diverse workforce that may not be as quick on a keyboard, but are true customer service and sales people at heart," he added.
nVoq's SayIt real-time, speech-to-text solution deployed with LivePerson's (News - Alert) chat tool has enabled Communications Solution's chat agents to effectively optimize their workflow processes as well as the time they spend in a chat session.
"We are delighted to partner with CS, an innovation leader in the delivery of customer care,” said Charles Corfield, chief executive officer at nVoq. “The use of SayIt enables their chat agents to handle significantly more chat sessions, while delivering an optimal customer experience. Agents use SayIt like a personal assistant – to type notes, find critical information instantly, and perform repetitive tasks."
Communication Solutions' chat agents benefit from enhanced accuracy level while typing. Contact centers such as Communication Solutions have also benefited from increased productivity and have been successful in meeting critical performance metrics, in addition to improved note detail with SayIt.
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Edited by Braden Becker