London, 3rd June 2019 -- Contexta360, a speech analytics and conversational computing company, announced it has signed a strategic partnership agreement with KPN, a Dutch Telecommunications provider.
The agreement delivers speech-to-text and call analytics solutions to KPN’s API Store as well as speech analytics, compliance and real-time capabilities to their call centre and CX team. This wider portfolio of capabilities will allow KPN’s customers to gain greater insight into call context, but also improve clients’ compliance, quality and revenue opportunities.
The relationship will enhance KPN’s portfolio and enable customers using Genesys, Avaya, Mitel, NICE, Verint to add significant capabilities without the need to replace any of their current technology.
"Speech analytics and A.I is a hot topic for our clients as there is immediate value and return on investment. Applications and use cases differ from client to client, but we already have numerous prestigious brand clients whose centres are processing millions of calls and benefiting from incredible insight into their own client interactions. Moreover, it’s easy-to-use and fast to integrate via the APIs" said Wouter van Schaik, Lead at KPN API Store.
"KPN are a great team and company. It is a delight to be working with both them and their clients. Our solutions are purposely designed to leave the legacy investments in call centre, recording and systems of record in place. We augment this investment with technology that analyses historical and real-time calls and interactions. Our AI-driven speech intelligence platform is designed for organisations seeking to know their customers better, improve agent sales and service performance, quality and ensure compliance" said Andrew White, CEO at Contexta360.
"As an industry we’re just scratching the surface of how powerful speech analytics can be to all organisations. The voice channel remains the ‘Prestigious’ channel, ideal for ‘moments that matter’ and ‘customers that matter’. However, organisations have very little intelligence on what is being said and how it is being said," said Andrew White – CEO of Contexta360. "I am fortunate to be working with some of the best speech scientists, A.I, developers and NLP PhDs on the planet. This is what makes us unique. There are lots of companies that do speech-to-text, but that is just 5% of the journey. Real insight comes from understanding, a new level in speech quality and a flexible approach to customer engagement," White concludes.
About KPN Telecom:
Royal KPN N.V., a multimedia company, provides consumers and consumer households with fixed and mobile telephony-, and Internet- and TV services.
Published: Tuesday, June 4, 2019
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