iQor Enhances its Speech Analytics Platform

iQor, a managed services provider of customer engagement and technology-enabled business process outsourcing solutions, has enhanced its customer speech analytics platform.

The cloud-native speech analytics platform now includes full call transcription, or speech-to-text translation, for recorded interactions between customers and customer service agents. iQor's data scientists, optimization group and operational teams use the data derived from the translations to drive client-specific solutions that improve callers' overall experiences as well as internal operations, including support compliance and identifying areas in need of coaching to support ongoing agent training and quality assurance.

"Analyzing the true needs of customers is more critical than ever due to the demand for personalized service," said iQor's chief operating officer, Martin Lehtio, in a statement. "iQor's speech analytics platform allows us to identify customer dissatisfaction as well as operational challenges. This information is then used to create strategies that can improve the customer experience across any channel."

Other new features of iQor's speech analytics platform include synchronized screen capture playback with closed captioning, sentiment analysis, advanced filtering, and customized word-cloud reporting.

"iQor's data solutions and analytics team is dedicated to using the power of data to understand the underlying needs of the customer," said iQor's senior vice president of data solutions and analytics, Bryce Engelbrecht, in a statement. "We will continue enhancing the platform as customer needs evolve and become more complex."