SpeechMiner Integrated With Envision Offerings

The news coming from Seattle's Envision Telephony, Inc. Monday had to do with its Envision SpeechMiner.

Envision SpeechMiner is fully integrated into the Envision Performance Suite and the company's Business Intelligence application and Business Intelligence Portal. Envision SpeechMiner combines analysis of customer interactions through speech with the ability to gather and provide the contextual information with the call to provide a complete understanding of: why customers are calling; what is working or not working in both the contact center as well as enterprise process; determining root cause analysis on the failures of execution; spotting customer trends, perceptions and competitor information; and understanding the exceptions in a contact center, including such things as long calls, short calls, long holds and failure to complete self-service or Web transactions.

The company states that Envision SpeechMiner is based on phrases and natural speech, thus capturing the meaning of what customers say rather than just the words.

By Glenn J. Kalinoski, Executive Editor, Customer Inter@ction Solutions