TAMPA, Fla., March 29, 2012 (SEND2PRESS NEWSWIRE) — Telovations Inc., a next generation Communications Company, announced today its latest product innovation, VocalQ(SM), a hosted recording and analytics platform. VocalQ measures your company’s communication intelligence and allows you to discover the true conversations that are happening within your business.
Currently, many businesses measure quantitative call data like; how many calls were received, how many calls were abandoned, how many rings it takes to answer an inbound call, etc. This data only answers “what” communication is happening within your business. VocalQ measures the context and content of your communications.
In addition to measuring quantitative and descriptive data, VocalQ goes a step further by recording and alerting on the quality of interactions. With VocalQ, calls are sampled with call recording and the dialog is benchmarked. Things like customers having to repeat themselves and correct responses to questions can be measured. In addition, the recorded conversations can be compared against customer surveys so supervisors can discover why an interaction went well or went awry. Through this product, a qualitative score on calls can be calculated and the highest scored calls can later be used for customer service training.
Another benefit of VocalQ is the ability to take immediate action on “voice alerts.” Supervisors can identify words and phrases in conversations that are known to be critical. Phrases such as “system outage” or “I am down” can be used to trigger messages to supervisors who can then automatically put additional customer service agents into a queue. This results in the ability to address problems immediately and improve the processes and procedures that directly impact the quality of service provided to customers.
“Speech recognition and analysis has come a long way in the last decade and the technology is poised to accelerate in the next. The day is not too far off when speech recognition and analytics will morph from improving customer interactions to being the customer interaction,” said Mark Swanson, Telovations’ CEO. “Once we understand what a positive experience looks like, we can model that experience to efficiently create intuitive speech-enabled dialogs that automate many of today’s routine interactions and ultimately provide a better customer experience.”
“When presenting live demonstrations at the recent Enterprise Connect show in Orlando, Fla., we heard common reactions around the value of speech-enabled automation. Moving from paper contracts to ‘voice contracts’ was one example of how a company can utilize this product. Some other examples were, being alerted when callers mentioned a specific promotion that is being offered and also on-demand recording for important sales calls when on the road,” says Marc Tribbe, director of product development for Telovations. “The power of voice has now been taken to an entirely new level, allowing business to discover the truth within their communication interactions.”
Telovations is offering a free trial of VocalQ for the next 90 days. For more information, please visit http://www.telovations.com/vocalq .
Based in Tampa, Fla., Telovations is a next-generation managed service provider pioneering the delivery of business communications in a Software-as-a-Service model referred to as “Communications-as-a-Service” or CaaS. CaaS from Telovations enables businesses to deploy communications devices and applications on a pay-as-you-go, as-needed basis thus eliminating the need for capital investment and ongoing overhead. Offering the latest communications technology coupled with a Quality of Service guarantee, Telovations provides businesses both flexibility and scalability that they might not otherwise afford. Telovations’ services offer a compelling alternative to traditional telecommunication services. For additional information about Telovations’ communication and collaboration solutions please visit www.telovations.com or call 1-877-934-6668.
VocalQ is a service mark of Telovations.
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