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Audio Recording for Speech Analytics: Buyer Beware! - OrecX - ContactCenterWorld.com Blog

Audio Recording for Speech Analytics: Buyer Beware!

We are often asked how a business can optimize its voice recording. The answer always centers on access versus optimization. Yes, voice quality is imperative, but in today’s recording industry, open and free access to one’s voice data is even more important. To get the most out of your voice interactions, you want to be able to share your recordings with whichever speech analytics, AI and customer experience applications you choose to for transcription and analysis purposes. Only then can then derive maximum customer insight from your data and be able to accurately improve your customer service operations. 

Data Access

But not all recording vendors offer the type of access you need. Believe it or not, many vendors restrict access to your recordings and/or charge an arm and a leg to get it. When a cost is involved, you are paying for the vendor’s professional services team to extract it for you and then export it into an often sub-standard, proprietary format you cannot even use. And because the vendor is relying on its services organization, timing is not always expeditious. This is not fair nor okay. After all, you are paying for the voice recording solution, so the data you capture is rightfully yours, and you should have cost-free, real-time, unrestricted access to it – in an open, accessible format.

Waiting days for the vendor to extract and share your data puts you in a backwards-looking position when assessing agent performance and identifying workflow disruptions or customers at risk of leaving. You want access to your data immediately so you can act on it right away.

Voice Quality

In terms of voice quality, your recording vendor should offer you the ability to set your own audio quality settings – with support for a wide array of high-fidelity audio capture methods. Speaker-separated audio capabilities is also especially important. To eliminate over-talk and to clearly distinguish between the two parties on a call, you need stereo recording, which captures each voice on a separate channel. Upon playback, you can then listen to both channels together or individually to precisely determine who said what and when. This can be critical when attempting to settle disputes.

You also must consider the audio codecs supported by the vendor you choose. Right now, G.711 offers the highest fidelity and highest bitrate to ensure the clearest recorded audio. You should not have to settle for anything less.

Appending your Data

Your recorded voice data can provide a wealth of insight to your organization, but even more so when combined with CRM, ACD and other third-party data sources. As such, you need to be able to append your meta data with these and any other external sources to improve transcription and analytics results accuracy. When combined with other sources, the value of your data grows exponentially in terms of the contextual insight it can provide.

Pitfalls

In summary, here are the potential pitfalls to look out for when choosing your voice capture solution:

  1. You do not want mono (single channel) recording
  2. You do not want restricted data access
  3. You do not want to pay extra to access your own data
  4. You do not want to have to wait to access your data
  5. You do not want extracted data in a proprietary format which cannot be appended with 3rd party data sources

There are literally dozens of quality speech analytics systems out there, as measured by Forrester and Gartner Group. You should not exclude yourself from realizing the full value from these systems by having a poor voice data acquisition system. Pick a solution that offers the right level of access and quality you need and deserve.

Learn about our high fidelity, dual channel audio capture solution for speech analytics. Click below.

Source: https://blog.orecx.com/blog/recording-for-speech-analytics-buyer-beware

Publish Date: July 20, 2020 5:00 AM


2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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