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#contactcenterworld, @apptek_mclean, @CallMiner
McLEAN, VA, USA, June, 2021 -- AppTek, a provider in Artificial Intelligence (AI), Machine Learning (ML), Automatic Speech Recognition (ASR), Neural Machine Translation (NMT), Natural Language Processing / Understanding (NLU/P) and Text-to-Speech (TTS) technologies, announced that it has met the interoperability requirements outlined by CallMiner, a provider of conversation analytics to drive business improvement, for its Open Voice Transcription Standard (OVTS). By joining OVTS as a founding member, AppTek helped define the standard to meet the needs of the industry, and is able to integrate within and develop against the CallMiner Eureka platform.
With AppTek's ASR technology as part of the CallMiner's OVTS ecosystem, businesses can now unlock the "Voice of the Customer and Agent" in over 30 languages and dialects while relying on the accuracy of AppTek's AI-enabled speech-to-text technology for the purpose of extracting actionable insights and business intelligence from voice interactions.
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"The contact center is home to a wealth of business intelligence insights, but being able to convert voice to text for every customer conversation is critical in unlocking this value and driving enterprise-wide improvement," said Jeff Gallino, CTO, CallMiner. "We're happy to have AppTek as a founding member of the OVTS ecosystem, and look forward to working together to enable organizations to leverage their existing or preferred speech recognition vendor and take advantage of powerful conversation analytics capabilities."
"We are thrilled to be included in the CallMiner OVTS ecosystem to pair our ASR technology with CallMiner's conversation analytics platform to offer industry-leading accuracy across a broader range of languages to better extract and operationalize insights from voice-based interactions," said AppTek COO Mike Ferzacca. "The combination of AppTek's and CallMiner's artificial intelligence and machine learning technologies offer businesses the ability to mine 100% of conversations for intelligence that can drive substantial improvements across the enterprise."
Posted by Veronica Silva Cusi, news correspondent
As a pioneer in automatic speech recognition, machine learning, and artificial intelligence, AppTek partners with its customers to provide solutions focused on closed captioning and subtitling, call center content discovery and mobile intelligent voice agents. In today's hyper-connected and data-rich marketplace, enterprises are seeking to drive revenue, save costs, and increase productivity.
CallMiner is a provider of enterprise speech analytics. CallMiner believes that resolution is the fundamental driver of positive customer experiences. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including six Speech Technology awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum.
Published: Thursday, June 10, 2021
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