CallMiner Introduces the Open Voice Transcription Standard (OVTS)

CallMiner, a provider of conversation analytics, today introduced the Open Voice Transcription Standard (OVTS), a standard programming framework that enables organizations to leverage their existing or preferred speech recognition vendor with CallMiner.

OVTS establishes foundational interoperability between a wide range of speech recognition providers and the CallMiner Eureka platform, providing a clear pathway for integration with any speech recognition provider via CallMine's OVTS API. Additionally, OVTS enables organizations to leverage existing investments with large cloud vendors, such as Google Cloud, Microsoft Azure, and Amazon Transcribe.

"CallMiner's flexible platform accepts customer interactions from all sources: telephony and audio platforms, text-based interactions, such as chats, emails, surveys, and reviews, and now with OVTS, transcribed audio from any speech recognizer," said Bruce McMahon, vice president of product at CallMiner, in a statement. "The OVTS innovation allows CallMiner to take advantage of new features that speech recognition vendors offer, as well as deliver best-of-breed solutions to our customers based on use case."

Founding members of OVTS include Nuance Communications, Deepgram, Allo-Media, and AppTek.

"Organizations are having more customer conversations than ever before across a range of channels, from voice to chat and text," said Jeff Gallino, chief technology officer and founder of CallMiner, in a statement. "By giving organizations the flexibility to use their preferred speech recognition solution within CallMiner, whether it's because of language capabilities or existing investment and platform considerations, they can effectively identify trends in agent performance, gain insights into customer experience and other key indicators needed to make improvements in the contact center and across the enterprise."