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Speech Analytics

iStock 000022293301SmallCall management is an important issue for modern Contact Centers. Limited time often prevents Call Center Operators from tracking all relevant information during a contact, leading to a loss of precious data. Iride Voice® by Almawave – with Audioma™ technology by PerVoice – supports businesses in analyzing, streamlining and optimizing contact processes by discovering customer needs directly from their «voice».

Audioma™ Box transcribes phone calls into text and, thanks to the interpretation of natural language, makes it possible for the Iride Voice® platform to identify, understand and classify the customers' needs, quickly, easily and accurately, by tracking and extracting the topics of interest.

The system can distinguish between speakers (operator and customer) and monitors the tone of conversations, reporting any criticalities or anomalies, with regard to products and services.

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