Waltham, MA, USA, May 24, 2021 -- CallMiner, a provider of conversation analytics to drive business improvement, introduced the Open Voice Transcription Standard (OVTS), a standard programming framework that enables organizations to leverage their existing or preferred speech recognition vendor with CallMiner. The open architecture makes it easier for organizations to analyze interactions, gain insights from customer conversations at scale and drive business improvement, as well as achieve enhanced ROI on existing speech to text (STT) solutions and resources.
"CallMiner’s flexible platform accepts customer interactions from all sources – telephony and audio platforms, text-based interactions, such as chats, emails, surveys and reviews – and now with OVTS, transcribed audio from any speech recognizer," said Bruce McMahon, VP of Product, CallMiner. "The OVTS innovation allows CallMiner to take advantage of new features that speech recognition vendors offer, as well as deliver best-of-breed solutions to our customers based on use case."
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"Organizations are having more customer conversations than ever before across a range of channels – from voice to chat and text," said Jeff Gallino, CTO and founder, CallMiner. "By giving organizations the flexibility to use their preferred speech recognition solution within CallMiner, whether it’s because of language capabilities or existing investment and platform considerations, they can effectively identify trends in agent performance, gain insights into customer experience and other key indicators needed to make improvements in the contact center and across the enterprise."
The OVTS ecosystem is open for speech recognition providers to join and establish interoperability on a proactive basis. Through OVTS, vendors are also allowed access to develop against the CallMiner Eureka platform.
Posted by Veronica Silva Cusi, news correspondent
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: Wednesday, May 26, 2021
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