Called SpeechTools, the software lets users tweak the CallMiner Analytics Suite by simply tuning languages, terminology, or acoustic environments. For example, if a company launches a new product with a new name that is not in CallMiner’s dictionary then SpeechTools will let users add that product name and analyze customer responses to it immediately.
While SpeechTools is marketed as a software development kit, Fort Myers, Florida-based CallMiner said it does not require special IT skills or services.
Before the advent of SpeechTools, specialized software development skills were required to add words or languages to the recognizer, said Cliff LaCoursiere, co-founder and senior vice president of business development for CallMiner.
SpeechTools now empowers end users with minimal training to add new words, languages or account for the unique acoustic environments of different recording platforms.
He also said that partners can also use the software to create new languages of acoustic models for CallMiner to analyze.
CallCenter’s Analytics suite of applications lets companies analyze conversations in near real time – providing ad-hoc querying of conversations between agents and customers, analyzing agent response – and perform trend analysis on large volumes of recorded calls. The software is targeted at CRM applications in call center environments.
