Speech analytics software is being used all over the contact center landscape, and not just by enterprises anymore. Auto-transcription and keyword spotting are enabling customer service teams to identify defecting customers, identify up-sell opportunities, collect meaningful competitive intelligence and more.
None of this is really news, however, to professionals in the contact center space. But what is new is the fact that you need stereo call recording to optimize the results of the audio transcription for speech analytics. Quality in, quality out. With traditional call recording, both the agent and the customer's voices are captured on the same channel. When there is over-talk, say during an argument, the transcription tool is unable to discern who is speaking and what is being said. This can be an issue for many businesses.
Suppose during the over-talk in a heated discussion about a dispute, the customer says the words "It's my fault". Those keywords could help the organization avoid a lawsuit, but without dual-channel, stereo call recording, those words would never be captured or heard. Here's another example. Imagine if a customer utters the words "I'm done", "I'm leaving" or "I'm cancelling" during an argument, and the agent was speaking at the same time. Those vital phrases would never make their way to the customer retention team, and that customer could be lost forever, to a competitor.
Stereo recording actually improves speech to text, keyword and phrase spotting, speech analytics, and voice biometrics. It high fidelity audio capture capabilities support upper-end audio sample rate formats such as G.711 and OPUS, so you're recordings will feature the highest quality, clearest audio for both transcription and quality monitoring.
So many contact center today unknowingly rely on mono call recording solutions to power their speech analytics. It's true. This is a fundamental flaw in one's customer service strategy that ought to be reviewed and reconsidered.
Publish Date: October 28, 2019 5:00 AM
|2.)||All Ears Ltd|
Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.
We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.
We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929
Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.
Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.
Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.
Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.
Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100
|7.)||Unicom Services Ltd.|
Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.
Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.
* Conference systems - audio video terminals, personal and group multipoint conferences.
* Telecom Products - office wired and wireless phones, dect systems, softphones.
* Video conference software for contact centers and offices.
* Unified Communication Solution.
|8.)||Xiamen Mairdi Electronic Technology Co., Ltd|
Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
|Audio Recording for Speech Analytics: Buyer Beware!||July 20, 2020 5:00 AM|
|Call Recording Laws you Need to know!||July 13, 2020 5:00 AM|
|Value in Analyzing 5.25M Spoken Customer/Agent Words a Day||June 2, 2020 5:00 AM|
|Hi-Fi Audio Capture Powers CX through Speech Analytics, BI and AI||May 20, 2020 5:00 AM|
|'Open' Audio Capture for 'Speech Analytics as a Service'||May 4, 2020 5:00 AM|
|At-Home Call Recording & Management||May 1, 2020 5:00 AM|
|Covid's Work-at-Home Impact on Financial, Insurance & Medical||April 6, 2020 5:00 AM|
|Call Recording for BPOs: What you Need to Know||February 10, 2020 5:00 AM|
|New Year's Resolution: No More Call Recording Troubleshooting||December 30, 2019 5:00 AM|
|Call Recording as a Competitive Differentiator||December 9, 2019 5:00 AM|