Cambridge, UK, March, 2019 -- Speechmatics is announcing its partnership with customer experience platform provider Neuraswitch. The Salesforce-integrated platform captures calls, transcribes them in real-time using Speechmatics’ technology, and provides emotional analytics for any situation to enhance customer satisfaction.
Neuraswitch developed the ConnexionsCX platform after witnessing customers’ changing requirements, and the struggle businesses faced in developing a cohesive solution that delivers a quality experience for them. It now works with customers across industries, such as healthcare, financial services, manufacturing and customer support, to deliver more efficient and helpful interactions with customers.
Brian Matthews, CEO of Neuraswitch, comments: "We are ecstatic to partner with Speechmatics as they bring additional functionality to ConnexionsCX and have greatly improved the speed at which we can now transcribe real-time calls. Sentiment analysis is just one component of ConnexionsCX and by partnering with Speechmatics, we are able to add transcription services and cross-reference sentiment with transcription, further improving the call analysis accuracy globally."
Ian Firth, VP Products at Speechmatics, said "Working with Neuraswitch felt like a natural progression for Speechmatics’ technology. Contact centre platforms have the ability to utilise speech recognition technology to enhance the customer experience offering. Whilst the Neuraswitch solution is designed to ultimately enhance the customer experience, in turn, it offers agents an easy-to-use interface directly within Salesforce. Our industry-leading language accuracy is hugely important to the globalisation of the Neuraswitch technology and I’m excited to see how the company grows as a result."
Posted by Veronica Silva Cusi, news correspondent
Speechmatics provides automatic speech recognition technologies. Speech recognition is one of the hardest challenges to solve due to the complexity of human speech, resulting in large memory footprints. Using neural networks with the latest developments from academia and industry, Speechmatics has developed cloud-based and real-time speech recognition technology – in many languages.
Neuraswitch was founded by a team of call center professionals who wanted to redefine the customer experience by creating a unique cloud contact center solution with artificial Intelligence built right into the platform.
Published: Friday, March 8, 2019
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