VoiceInteraction announces to the market its brand new Speech Analytics’ solution to analyse phone calls and monitor quality of service for companies with call centers and customer’ services. This new product is set to complement VoiceInteraction’s IVR solution.

This integrated solution under the brand CMS is based in a reliable and high performance automatic speech recognition innovative technology (ASR) and generates knowledge to support broad quality analysis.

Clients will now be aware of the main trends affecting their operations and understand their customers’ needs, so that they can establish good practices and action protocols based on performances and results history.

Among the main features of CMS, we highlight:

• Full textual transcription, business-driven call categorization and time stamped keyword spotting
• Category-based Call Indexation
• Big Data tailored methods for large call volume processing
• Sentiment analysis for identification of emotional state alterations of the call participants
• Operator performance and protocol adherence evaluation
• Intelligent data search