TCN, a global provider of comprehensive cloud-based call centre platform for enterprises, contact centres, BPOs and collection agencies, announces today the launch of its Voice Analytics. This is a set of advanced tools for search and discovery combined with automated call transcription and reduction. The set is offered initially as a free 60-day trial, and includes a highly flexible search engine for quick and easy search and retrieve of calls through free-form combinations of keywords, phrases and acoustic measures.
Jesse Bird, chief technology officer of TCN, said: “Our new Voice Analytics tools can help to reveal the deep business insights that are hidden inside every customer interaction.”
“By retrieving and extracting information from customer interactions over the phone, TCN Voice Analytics uses advanced speech recognition technology to identify certain words, phrases and even the amount of silence on a call to help your organization better understand your customers.”
TCN Voice Analytics works by using audio from recorded calls and converting them into structured data for searching and analysing. This set of tools also uses other associated data, like customer profile information or when the customer interaction occurred. At the same time the audio goes through the speech recognition system, a text transcript is extracted from the call. Besides providing full text transcripts for every call, TCN Voice Analytics also provides enterprise-level engagement analytics and seamless integration into TCN Operator which is TCN’s flagship contact centre platform. TCN Operator includes advanced search and filtering, enterprise-grade speech recognition and transcription, contextual call playback data, tagging and commenting, as well as transcript visualisation and full Payment Card Industry (PCI) redaction.
