News : IT Sonix Partner With Digital Exchange Products
Software company IT Sonix has signed a deal with a Manchester based telecommunications company Digital Exchange Products (DXP) to supply speech analytics contact centre technology to the UK market.
IT Sonix UK Ltd will supply DXP, based at Paragon House, Leigh with speech analytics software that allows contact centres to monitor and influence calls live whilst ticking many, legal, regulatory and compliance boxes.
The ELSBETH VocalCoach speech analytics software allows for the monitoring of all calls, including the ability to monitor live, in real-time, in addition to the evaluation of call recordings.
Richard Winterburn, head of partners at IT Sonix said: "speech analytics represent a ‘significant advance’ in technology. Traditionally contact centers have had to monitor recorded calls retrospectively and that can lead to problems both with statutory compliance as well as correcting errors that may have given customers a poor experience".
"The average contact centre monitors between 1 and 3 per cent of all calls with Speech Analytics contact centers can increase that figure to 100 per cent of calls, and remind staff of their obligations while they are still on the line to customers. The system can highlight any inappropriate conversations and even monitor the stress level of callers, giving insight into not only what is being said but also how it is being said".
"The result is that calls can be handled more efficiently, which saves the callers time; something we would all welcome. The contact centre operator can improve/ensure compliance, identify mis-selling, highlight training needs and therefore reduce costs".
Richard added "We are very excited about this partnership; DXP have over 20 year’s experience of providing voice and data services, and have a solid and respected customer portfolio, they will be a great asset to the growing base of IT Sonix Partners across the UK".
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About IT Sonix:
IT Sonix is the new name for itCampus: the award-winning developers of innovative contact centre technology. Premises-based or hosted solutions. Fully compliant with all international regulatory standards, including Ofcom, DMA & PCI-DSS. Dozens of major companies from every sector rely on IT Sonix. They secure an economic advantage through state-of-the-art technology that boosts productivity, quality, efficiency and sales. 9 of the 10 largest call centres in Germany (and over 50% of the rest) rely on IT Sonix technology. Over 50,000 agents use IT Sonix software worldwide. IT Sonix specialise in speech analytics & outbound calling solutions. True live-mode, real-time, speech analytics enables monitoring of all agents whilst the call is in progress. IT Sonix maintain unique ties with leading European universities & research institutes to bring the latest innovations to market. All our software is powerful, utterly robust and provable as best of breed. Spin-out from Leipzig university in 1999, now employing 130+ highly qualified & committed staff. 2010: Acquired by Software AG - the world's largest enterprise BPM company: 10,000
Published: Tuesday, October 15, 2013