Globitel, a leading telecom and customer engagement solutions provider, announced the release of the new SpeechLog Call Recording & Quality Management system infused with a multi-lingual Speech Analytics module.
SpeechLog Call Recorder is the company’s bestselling product with 80,000+ licenses sold worldwide to various industries, as Globitel is known for its ability to mold the solution to fit different business modules and enterprise call recording goals. Now, the system is offered with a Speech Analytics module that is available in both Arabic and English languages, with the ability to integrate others upon client requests.
The Speech Analytics module aims to help organizations in directing the quality of customer service towards perfection; enabling them to gain smart insight and mass categorization/analysis of customers’ communications with the call center. From a care center departmental view, Globitel stated that adding the module to SpeechLog will help clients in achieving better First-Call-Resolution rates at their call center. On the other hand, it will act as a tool to smartly and easily extract business intelligence insights directly from the organization’s market to finally build effective growth strategies.
Fadi Qutaishat, Globitel’s Vice President commented “We strive to always integrate modern technologies in our solutions to improve our clients’ Customer Engagement operations. The addition of Speech Analytics to the formula will help organizations in achieving better quality outcomes.”
The module improves SpeechLog’s search engine with multi-parameter queries, detecting and classifying call reasons and emotional analysis. It enables system administrators to perfect quality measures with extensive role management, rich reporting dashboards and rule-based evaluation. Globitel released the first version of this module supporting the languages Arabic, English and Turkish.