Calabrio and Interactions Join Forces to Strengthen Analytics for Improved Customer Engagement

CIOReview Team | Wednesday, 30 March 2016, 05:18 IST

Calabrio, a customer engagement software company that provides analytic insights to catalyze growth, and Interactions, a leader in speech and natural language technology for customer care, recently announced a partnership that will improve the way organizations interact with their customers, enable better decision-making and increase customer engagement.

Organizations today are putting a greater emphasis on driving customer retention in order to avoid the high costs associated with attracting new customers. By providing the industry’s most advanced analytics capabilities, Calabrio empowers companies to better understand, learn from and satisfy their customers, ultimately strengthening customer loyalty. As a result of this partnership, Calabrio now incorporates Interactions Curo™ Call Transcription, delivering superior speech recognition capabilities for greater analytical accuracy.

Interactions has long provided conversational Virtual Assistant solutions for customer care to top brands such as Hyatt, TXU Energy and EyeMed, delivering superior customer experience through unprecedented understanding accuracy and responsive design. The company is now offering Curo Call Transcription from its Curo™ Speech and Language platform, the foundation of Interactions’ Virtual Assistant solutions, for applications and services that require precise speech recognition and natural language understanding capabilities.

“Our ultimate goal is to continue to provide our customers with the best technology that enables the right business decisions to be made,” said Matt Matsui, SVP of Products, Markets and Organizational Strategy at Calabrio. “In order to do this, we look to work with the top technology partners in the industry. Interactions provides unmatched expertise, accuracy and quality needed to strengthen our solution and allow our customers to better learn from and retain their customers – ultimately growing their business.”

The integration of Calabrio’s phonetics engine and Interactions’ Call Transcription using Large Vocabulary Continuous Speech Recognition (LVCSR) allows companies to take full advantage of the highest quality automatic speech recognition and transcription on the market. Advanced phrase categorization for multichannel interactions, including text-based interactions, voice interactions and agent desktop activity, provide more robust context around a customer’s experience. This categorization then ties together customer interactions on the various channels, delivering a more comprehensive understanding of the customer experience.

“Businesses have realized the value that call analytics can have on customer experience and efficiency,” said Phil Gray, EVP of Business Development at Interactions. “Through our partnership, Calabrio’s offering now incorporates highly accurate full text transcription that unlocks powerful analytical insights from call recordings.”