Enterprise Call Recording platform integrates real-time speech recognition, analytics and dashboard reporting.
Liquid Voice has launched an upgrade to its Enterprise Call Recording platform that integrates real-time speech recognition, analytics and dashboard reporting to help organisations meet compliance, coaching and customer experience drivers. “The last few years has seen a great deal of progress in natural speech recognition engines, fuelled in part by more powerful processors and demand from the consumer sector,” says Andy Barrett, Technical Director for Liquid Voice, “Our aim with the new version is to integrate all this technology into a contact centre environment where it can be used effectively to speed up processes such as complaint call detection, FSA compliance and effective agent training.” The new 6.4 update to the Liquid Voice Enterprise Call Recording platform will include a number of optional features including deep integration with the AVAYA voice recognition engine and an automated tagging engine able to recognise user programmable phrases based around key business issues. The new version also includes a real-time Dashboard to display key metrics and overall trends, “The new Dashboard goes beyond simple call durations and activity by allowing users to create the interface using a simple graphical editor and that includes actionable information gleaned from Speech Analytics and other third party applications,” explains Barrett, “For example, if you are in a regulated industry that requires certain phrases be repeated to callers, the speech engine can detect when these have not been delivered and tag them for later inspection. Another example could include the automatic detection of a complaint call which can be flagged in real-time on the Dashboard or trigger an alert to a line manager.” The new Dashboard developed in Microsoft Silverlight uses a standard SQL database and provides integration points into third party applications to allow organisations to build unique views suitable for their own contact centre environments. Liquid Voice has also added a coaching feature to allow calls to be saved, annotated and shared for training purposes. The platform can also manage the process of distributing this teaching material through tracked links which also ensure that the recipient of the coaching material have listened to the entire call or the relevant portion. This system avoids the need to send sensitive material and large audio files over email which may travel outside of the control of the organisation.