Transcosmos Releases Transpeech2.0

Transcosmos has released Transpeech2.0, the upgraded version of its speech recognition solution designed for the contact center industry. Transpeech 2.0 adds Quality Control Platform, AI Defender, Emotion Analysis, and Dialogue Summary features.

The Quality Control Platform seeks to improve call quality and contact center efficiency. With it, supervisors can monitor, evaluate, and visualize agents' performance and then coach them to provide better service, taking into consideration their past performance results.

The AI Defender automatically detects at-risk agent behaviors, such as failing to deliver required notifications or using inappropriate language, and sends alerts to supervisors' desktops.