TCN Launches Voice Analytics

TCN, a provider of cloud-based call center platforms, today launched Voice Analytics, a set of advanced tools for search and discovery combined with automated call transcription and redaction.

The new set of tools, offered initially as a free 60-day trial, includes a search engine for finding and retrieving calls through free-form combinations of keywords, phrases, acoustic measures and call metadata.

TCN Voice Analytics uses audio from recorded calls and converts them into structured data for searching and analyzing. The set of tools also utilize other associated data, such as customer profile information or when the customer interaction occurred. As the audio goes through the speech recognition system, a text transcript is extracted from the call.

In addition to providing full text transcripts for every call, TCN Voice Analytics provides enterprise-level engagement analytics and seamless integration into TCN Operator, TCN's flagship contact center platform. Its features include advanced search and filtering, enterprise-grade speech recognition and transcription, contextual call playback data, tagging and commenting, transcript visualization and full Payment Card Industry (PCI) redaction.

"Our new Voice Analytics tools can help to reveal the deep business insights that are hidden inside every customer interaction," said Jesse Bird, chief technology officer of TCN, in a statement. "By retrieving and extracting information from customer interactions over the phone, TCN Voice Analytics uses advanced speech recognition technology to identify certain words, phrases and even the amount of silence on a call to help your organization better understand your customers."