Enterprise Contact Center, Customer Experience

Historically confined to speech analytics, compliance and self-service, today new innovative areas of application, helping Enterprise's stay competitive through excellence in customer experience (CX).

Call scoring, call outcomes, fact-based coaching

Predictive analytics, emerging trends

Discovering root cause issues, at risk customers

AI assist, self-service, menu navigation, bots

Unified Communications, Collaboration and
Audio Video Conferencing

Being able to accurately capture and recognize business conversations for compliance and productivity continues to increase in importance. Automatic speech recognition integrated with the enterprise voice infrastructure, opens the door to a host of new innovative services.

(Live) closed captioning

Live or recorded (conference) calls, transcription - search & discovery

Voicemail, transcription - search & discovery

Regulatory compliance

Enterprise / mobile workforce productivity, backoffice integ.

Financial Services (Regulatory Compliance)

Commodities Future Trading Commission (CFTC) regulations require registered firms to be able to reconstruct trades based on archived records of their business activities (including recorded calls). Automatic speech recognition enables data from multiple platforms, including pre- and post-trade communications (recorded calls, emails, IMs, trade records/events and more) to be aggregated and analyzed on demand.

Sequentially serialize and time-date stamp each message

Securely store recordings (transcripts) in the enterprise compliance archive

Recreate trading incidents/events on demand

eDiscovery (Compliance)

In assembling evidence for a civil or criminal legal case, law firms must be able to efficiently acquire and secure all relevant electronic data, including phone calls. Automatic speech recognition enables business conversations to be time stamped transcripts which can be searched, tagged and annotated, preserving the context, critical in assembling the facts for a court hearing or arbitration.

Sequentially serialize and time-date stamp each message

Securely store electronic data, recorded phone conversations and resulting transcripts

Customizable search and annotations


With continued improvements in accuracy, automatic speech recognition is increasingly becoming important in healthcare for patient care and the automatic production of electronic medical records, dictated by a doctor or other healthcare professional. Beyond patient care, it’s also increasingly being used to automate the business processes of running a doctor’s practice (or clinic) backoffice, voicemail transcription, self-service and more.

Automatically transcribe medical reports

Voicemail transcription, search and discovery