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May 16, 2014

How one analytics firm uses speech recognition to drive business intelligence

Convergys Analytics will use Voci's V-Cloud speech recognition solution.

By CBR Staff Writer

Convergys has teamed up with Voci Technologies to draw business intelligence from voice data.

As part of the collaboration, Convergys Analytics will use Voci’s V-Cloud speech recognition solution to automate the extraction of business intelligence from audio.

Convergys Analytics VP Mike Cholak said each survey comment made by a customer provides critical insight into the customer experience.

"Combining Convergys’s analytic expertise with Voci’s V-Cloud speech recognition capability allows us to reliably and accurately get a pulse on what our clients’ customers are thinking and feeling, in order for them to make informed business decisions," Cholak said.

Voci Technologies’ solution helps to draw actionable customer insight from customers’ voices and it offers speech intelligence solutions for call centre operation, compliance, surveys and transcription applications such as voicemail.

Voci CEO Anthony Gadient said the company is excited about working with Convergys Analytics to gain better insights and emotional intelligence from their customer surveys.

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"Voci is focused on client success, and in working with world class partners such as Convergys to enable that success," Gadient said.

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