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St. George, UT, USA, May 25, 2021 -- TCN, Inc., a global provider of a comprehensive cloud-based call center platform for enterprises, contact centers, BPOs, and collection agencies, announced the launch of its Voice Analytics, a set of advanced tools for search and discovery combined with automated call transcription and reduction. The new set of tools includes a flexible search engine for quickly and easily finding and retrieving calls through free-form combinations of keywords, phrases, acoustic measures and call metadata.

"Our new Voice Analytics tools can help to reveal the deep business insights that are hidden inside every customer interaction," said Jesse Bird, chief technology officer of TCN. "By retrieving and extracting information from customer interactions over the phone, TCN Voice Analytics uses advanced speech recognition technology to identify certain words, phrases and even the amount of silence on a call to help your organization better understand your customers."

TCN Voice Analytics uses audio from recorded calls and converts them into structured data for searching and analyzing. The set of tools also utilize other associated data, such as customer profile information or when the customer interaction occurred. As the audio goes through the speech recognition system, a text transcript is extracted from the call.

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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com

Date Posted: Wednesday, May 26, 2021