Liquid Voice upgrades call recording platform with enhanced speech recognition, analytics and dashboard reporting technology.

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Nov 17, 2013 (3 years and 9 months ago)

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Liquid Voice
upgrades call recording platform with enhanced speech recognition, analytics
and dashboard reporting technology
.

New version offers tangible process improvements and return

on investment
.

August
, 1
st

2013
-

Liquid Voice, a highly respected call recording specialist has
launched an upgrade to its
Enterprise
Call Recording platform that integrates real
-
time speech recognition, analytics and dashboard
reporting to help
organisations meet compliance, coaching and customer experience drivers.

“The last few years has seen a great deal of progress in natural speech recognition engines, fuelled in part by
more
powerful

processors and demand from
the

consumer sector,” says
And
y Barrett, Technical Director for
Liquid Voice
, “Our aim
with the new version is to
integrate

all this technology into a contact

centre
environment

where it can be used effectively to
speed up processes
such as
complaint
call detection, FSA compliance and
effective

agent training.”

The new 6.4 update to the Liquid Voice
Enterprise
Call Recording platform will include a number of optional
features
including deep
integration

with
the AVAYA voice recognition engine

and
an

automated tagging engine

able to

recog
nise user programmable
phrases

based around key business issues.


The new version also includes a
real
-
time

Dashboard
to

display
key
metrics

and overall trends
, “
The new
D
ashboard goes beyond simple call durations and activity
by allowing

users to
create the interface using a simple
graphical editor and that includes actionable
information gleaned from Speech A
nalytics

and other third party
applications
,” explains
Barrett
, “For example, if you are in a regulated industry that requires certain phrase
s be
repeated to callers, the speech engine can detect when these have not been
delivered

and tag them for later
inspection
. Another example could include
the

automatic detection of a
complaint

call which can be flagged in
real
-
time

on the Dashboard or tri
gger an alert
to a line manager.”

The new Dashboard developed in Microsoft Silverlight
uses

a standard SQL database
and
provides
integration
points

into third party applications to allow
organisations

to build unique views suitable for their own
contact

ce
ntre
environments
.

Liquid Voice has also added a coaching feature to allow calls
to be
saved, annotated and shared
for training
purposes
. The platform can also manage

the

process of
distributing this teaching material through tracked links
which also ensu
re that the recipient of the coaching material
have
listened

to the
entire
call or
the

relevant
portion.
This system avoids the need to send sensitive material and large audio files over email which may travel
outside of the control of the organisation.

“W
e have spent
many

months working on the new version and
gathered feedback
on

many of the
features
from
a
number of beta
customers
, “ explains
Barrett
, “The goal of this upgrade is to allow
organisations

to start adopt
ing

voice recognition in a way that provides real and identifiable
business

benefits
. For example, one of our
customers has a policy
where
each complaint call must be reviewed
by
a
manager

to ensure proper proc
edures
have been followed. The Speech Analytics

e
ngine can
effectively

detect and queue the most
relevant

portions

of
the call more

effectively

than any
equivalent
manual process with a high degree of
accuracy
. In this case,
the
customer reported that a

single manager can check three times as
many

calls
in any given time period.”

Barrett believes

that there are countless instances where
the

new version can provide benefits that
deliver

a
tangible

ROI, “
The combination of integrated speech analytics, dashboards and open standards based
integration

technology we feel puts Liquid Voice ahead of the pack in terms of
features

and by offering
the

new
version as
an
optional
upgrade, it gives our customers the chance to test out the new
capabilities
with little capital
outlay and no disruption to existing

processes.”








About Liquid Voice

Since founding in 2005, Liquid Voice has grown to become one of the UK’s leading providers of call recording
solutions and supporting business analytics tools such as Speech Analytics, Activity Monitoring and Screen
Record
ing.

Liquid Voice combine easy to use call recording with powerful business analytics that deliver real business
returns. Liquid Voice listens to and understands the needs and aspirations of their customers, in turn Liquid
Voice is able to exceed custome
r expectations and strengthen business processes.

Through its software application development capability, Liquid Voice offers a highly integrated platform to deliver
high value and bespoke solutions to customers across the UK and the rest of the world as

both on
-
premise or
through professionally managed services.

Liquid Voice is unique in the fact that they are able to support faster, smarter and more streamlined enterprise
performance via CTI and IVR solutions that are fully integrated with call record
ing and business analytics tools.

Liquid Voice has worked with many blue chip organisations such as the Fuel Card Group, CBS Interactive, Kier,
DLA Piper, and Domino’s Pizza and has specialist market knowledge across the Public Sector, Financial
Services,

Legal and Contact Centre environments.

Liquid Voice is a Mitel Advanced Commercial Development Partner, Avaya DevConnect Registered Developer,
Aastra Authorised Partner, Cisco Development Partner and members of the ShoreTel’s

Innovation Network.
Liquid Voice engineers are MCP (Microsoft Certified Professional), MCSE (Microsoft Certified Systems Engineer)
and MCSD (Microsoft Certified Solution Developer) qualified.

www.liquidvoice.co.uk 0113 200 2020 info@liquidvoice.co
.uk

For more information contact Anne Harding at The Message Machine (PR for Liquid Voice)

01895 631448
anne@themessagemachine.com