Liquid Voice upgrade call recording platform: Enhanced speech recognition and dashboard reporting

July, 30th 2013 - Liquid Voice, a highly respected call recording specialist 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.

Click here to join the UK Contact Centre Forum – the No.1 membership organisation for UK customer management professionals. Subscribe to our free weekly Newsletter.

“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.

“We have spent many months working on the new version and gathered feedback on many of the features from a number of beta customers, “ explains Barrett, “The goal of this upgrade is to allow organisations to start adopting voice recognition in a way that provides real and identifiable business benefits. For example, one of our customers has a policy where each complaint call must be reviewed by a manager to ensure proper procedures have been followed. The Speech Analytics engine can effectively detect and queue the most relevant portions of the call more effectively than any equivalent manual process with a high degree of accuracy. In this case, the customer reported that a single manager can check three times as many calls in any given time period.”

Barrett believes that there are countless instances where the new version can provide benefits that deliver a tangible ROI, “The combination of integrated speech analytics, dashboards and open standards based integration technology we feel puts Liquid Voice ahead of the pack in terms of features and by offering the new version as an optional upgrade, it gives our customers the chance to test out the new capabilities with little capital outlay and no disruption to existing processes.”

About Liquid Voice

Since founding in 2005, Liquid Voice has grown to become one of the UK’s leading providers of call recording solutions and supporting business analytics tools such as Speech Analytics, Activity Monitoring and Screen Recording.
Liquid Voice combine easy to use call recording with powerful business analytics that deliver real business returns. Liquid Voice listens to and understands the needs and aspirations of their customers, in turn Liquid Voice is able to exceed customer expectations and strengthen business processes.

Through its software application development capability, Liquid Voice offers a highly integrated platform to deliver high value and bespoke solutions to customers across the UK and the rest of the world as both on-premise or through professionally managed services.

Liquid Voice is unique in the fact that they are able to support faster, smarter and more streamlined enterprise performance via CTI and IVR solutions that are fully integrated with call recording and business analytics tools.
Liquid Voice has worked with many blue chip organisations such as the Fuel Card Group, CBS Interactive, Kier, DLA Piper, and Domino’s Pizza and has specialist market knowledge across the Public Sector, Financial Services, Legal and Contact Centre environments.

Liquid Voice is a Mitel Advanced Commercial Development Partner, Avaya DevConnect Registered Developer, Aastra Authorised Partner, Cisco Development Partner and members of the ShoreTel’s Innovation Network. Liquid Voice engineers are MCP (Microsoft Certified Professional), MCSE (Microsoft Certified Systems Engineer) and MCSD (Microsoft Certified Solution Developer) qualified. 

Category: Call Recording

Added By: Sam Heggie-Collins on 30th Jul 2013 - 12:39
Number of Views: 1063