HoduSoft, one of the leading providers of innovative communication solutions, has announced its partnership with Speechmatics, a well-renowned speech-to-text technology provider. This partnership aims to implementย speech analyticsย functionality into HoduSoftโs flagship product- HoduCC Omnichannel CX Suite. This will help businesses in enhancing their capability to leverage the power of the voice data to improve their operational efficiency and overall customer satisfaction.
๐ ๐ฆ๐๐ฒ๐ฝ ๐ง๐ผ๐๐ฎ๐ฟ๐ฑ๐ ๐ฅ๐ฒ๐๐ผ๐น๐๐๐ถ๐ผ๐ป๐ถ๐๐ถ๐ป๐ด ๐๐ผ๐บ๐บ๐๐ป๐ถ๐ฐ๐ฎ๐๐ถ๐ผ๐ป ๐๐ถ๐๐ต ๐ฆ๐ฝ๐ฒ๐ฒ๐ฐ๐ต ๐๐ป๐ฎ๐น๐๐๐ถ๐ฐ๐
In todayโs data-driven world, the ability to analyze data has turned out to be an important asset for businesses. The integration of Speechmaticsโ advanced speech recognition technology into HoduSoftโs communication solutions showcases a major advancement in the field of speech analytics. This partnership will enable businesses to achieve better insights from voice interactions that will further help them in making more informed decisions for enhanced overall performance. Overall, with this partnership, businesses can experience the fusion of-
โข Speech Recognition/Transcription
โข Sentiment Analytics, and
โข Summarization
๐ช๐ต๐ฎ๐ ๐๐ผ ๐๐ ๐ฝ๐ฒ๐ฐ๐ ๐๐ถ๐๐ต ๐ง๐ต๐ถ๐ ๐ฃ๐ฎ๐ฟ๐๐ป๐ฒ๐ฟ๐๐ต๐ถ๐ฝ?
Speechmaticsโ cutting-edge speech-to-text technology is well-known for its reliability, consistency, and accuracy. It supports speech recognition/transcription in more than 50 languages (including local dialects and accents) with automatic language detection. With sentiment analytics, it can easily track and analyze sentiment for any transcribed media, enabling businesses to determine whether customers’ sentiments are positive, negative, or neutral. Moreover, its abstractive approach delivers a summary that captures the essence of the content.
With this partnership, businesses, especially contact centers, business process organizations, and service providers can benefit in numerous ways-
โข Agents can gain a better understanding of every customer call. By analyzing the tone of voice, โข sentiment, โข and key phrases, โข they can easily determine the pain points of customers as well as the key trends and tailor their response accordingly.
โข With AI-driven insights, โข speech analytics help agents work on key performance metrics likeย first-contact resolutionย (FCR) andย average handle timeย (AHT) and keep their productivity level high.
โข By eliminating the language barrier, speech analytics help businesses expand their global customer base without compromising on the quality of service.
โข By offering important insights into customer behavior, preferences, pain points, and emerging trends, speech analytics help businesses in making the right decisions and designing the best strategies that help elevate overall customer experience.
โข By analyzing transcribed calls, supervisors can easily monitor the performance of each agent and provide personalized feedback to help them work on the areas that need improvement.
โข Speech analytics can be integrated with the other business tools like Interactive Voice Response (IVR) system. This helps in understanding the accurate context of user intent and accordingly, calls can be routed to the most appropriate agent.
Also Read: Kantar and QuestionPro Revolutionize Customer Experience Insights
๐๐ฒ๐ ๐๐ฒ๐ฎ๐๐๐ฟ๐ฒ๐ ๐ฎ๐ป๐ฑ ๐๐ฒ๐ป๐ฒ๐ณ๐ถ๐๐ ๐ผ๐ณ ๐ฆ๐ฝ๐ฒ๐ฒ๐ฐ๐ต ๐๐ป๐ฎ๐น๐๐๐ถ๐ฐ๐
The partnership between HoduSoft and Speechmatics presents a number of features to empower businesses with unmatched speech analytics capabilities. Some of the key features include:
- ๐ฆ๐ฝ๐ฒ๐ฒ๐ฐ๐ต ๐ฅ๐ฒ๐ฐ๐ผ๐ด๐ป๐ถ๐๐ถ๐ผ๐ป/๐ง๐ฟ๐ฎ๐ป๐๐ฐ๐ฟ๐ถ๐ฝ๐๐ถ๐ผ๐ป:Speech recognition/transcription capability of speech analytics offers reliable speech-to-text outputs.
- ๐๐ฐ๐ฐ๐๐ฟ๐ฎ๐๐ฒ ๐๐ฟ๐ฎ๐ป๐๐ฐ๐ฟ๐ถ๐ฝ๐๐ถ๐ผ๐ป: Speech transcription ensures best-in-class accuracy across different languages irrespective of the noise level in the background.
- ๐ฆ๐๐ฝ๐ฝ๐ผ๐ฟ๐๐ ๐๐ถ๐ณ๐ณ๐ฒ๐ฟ๐ฒ๐ป๐ ๐๐ฎ๐ป๐ด๐๐ฎ๐ด๐ฒ๐:Powered by ASR, it supports more than 50 languages and works regardless of the accent or dialect, even in challenging, noisy environments.
- ๐๐ด๐ฒ๐ป๐ ๐ ๐ผ๐ป๐ถ๐๐ผ๐ฟ๐ถ๐ป๐ด ๐ฎ๐ป๐ฑ ๐ง๐ฟ๐ฎ๐ถ๐ป๐ถ๐ป๐ด:The feature allows supervisors to monitor calls and determine training requirements for the agents.
- ๐๐ถ๐ด๐ต-๐พ๐๐ฎ๐น๐ถ๐๐ ๐๐ฟ๐ฎ๐ป๐๐ฐ๐ฟ๐ถ๐ฝ๐๐:Speech transcription ensures high-quality, easy to understand transcripts.
๐ฆ๐ฒ๐ป๐๐ถ๐บ๐ฒ๐ป๐ ๐๐ป๐ฎ๐น๐๐๐ถ๐ฐ๐:
As the name suggests, sentiment analytics help businesses understand the exact sentiments of their customers.
- ๐๐ฑ๐ฒ๐ป๐๐ถ๐ณ๐ถ๐ฒ๐ ๐๐ฒ๐ป๐๐ถ๐บ๐ฒ๐ป๐๐:Sentiment analytics capability helps identify and categorize sentiments as positive, negative, and neutral.
- ๐๐ฒ๐๐ฒ๐ฐ๐๐ ๐ฒ๐บ๐ผ๐๐ถ๐ผ๐ป๐: With the help of the NLP (natural language processing) technique, it can easily identify emotions like happiness, anger, sorrow, etc.
- ๐๐ผ๐ป๐๐ฒ๐ ๐๐๐ฎ๐น ๐ฎ๐ป๐ฎ๐น๐๐๐ถ๐: Sentiment analytics capability ensures accurate and detailed insights of the interactions without losing the context around the sentiment.
- ย ๐ง๐ฟ๐ฒ๐ป๐ฑ ๐ฎ๐ป๐ฎ๐น๐๐๐ถ๐: Since sentiment analytics can track sentiments, it helps users in identifying the emerging trends, sentiment shifts, or changes in customer expectations.
๐ฆ๐๐บ๐บ๐ฎ๐ฟ๐ถ๐๐ฎ๐๐ถ๐ผ๐ป:
Allows users to get the main essence of the interactions from any media by automatically generating a concise and factual summary.
- ๐๐ป๐๐ถ๐ด๐ต๐๐ณ๐๐น ๐๐๐บ๐บ๐ฎ๐ฟ๐ถ๐ฒ๐: With summarization technique, it empowers users with accurate and concise summary of the interactions.
- ๐จ๐ป๐น๐ถ๐บ๐ถ๐๐ฒ๐ฑ ๐ฎ๐๐ฑ๐ถ๐ผ ๐ฑ๐๐ฟ๐ฎ๐๐ถ๐ผ๐ป: With unlimited transcription and summarization capabilities, Speech analytics allows users to handle large volumes of audio data with ease.
- ย ๐๐ผ๐ป๐๐ฒ๐ป๐ ๐ณ๐ผ๐ฟ๐บ๐ฎ๐:It allows users to choose the summary format (paragraph or bullet points) according to your needs.
Talking about the HoduSoft and Speechmatics partnership, Usman Gulfaraz (Chief Revenue Officer at Speechmatics) said, โSpeechmatics will benefit from the complementary strengths of our two companies in the Unified Communications space. HoduSoft has developed a cutting-edge software suite tailored for contact centers, business process organizations, and service providers. The integration of Speechmatics and HoduSoft will provide businesses with a comprehensive omnichannel, end-to-end solution.โ
Bharat Lalcheta (Co-Founder and CTO at HoduSoft), also shared his opinion on this fantastic collaboration. He said, “This collaboration empowers the HoduCC Omnichannel CX suite with the ability to deliver unparalleled voice transcription, summarization, and sentiment analysis services. Together, we are revolutionizing customer interactions by providing advanced tools for understanding, processing, and enhancing communication. With Speechmatics, we’re not just connecting calls; we’re connecting people with precision and insights.”
SOURCE: EIN Presswire
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