KnoahSoft Speech Analyzer Boosts Call Center Agent Performance
Updated · Jan 19, 2011
KnoahSoft says that that all editions of its Harmony suite can now be enhanced with a robust speech analytics tool. According to the company in this MarketWire news release, the new Harmony Speech Analyzer enables call center supervisors to perform precision monitoring on keywords or phrases, using state of the art phonetic-based search.
“In addition to the base software, KnoahSoft provides a comprehensive and strategic hosted speech monitoring program, complete with an experienced analytics staff to develop and refine search queries that will isolate a statistically significant sampling of calls types containing specific keywords and phrases across the enterprise. This allows for targeted monitoring of speech segments isolated by the search engine capturing key Business Intelligence, Voice of the Customer and Performance Trends that allow companies to dramatically improve productivity, processes and customer experiences.”