Continuously monitor and improve to increase performance and efficiency.
The company, based in Innsbruck, Munich and Frankfurt, places great value on the development of high-performance IT systems and reliable support. The solutions are sold exclusively through an extensive network of certified and trained partners who, like NTW Software, take customer satisfaction seriously.
ELSBETH VocalCoach (EVC) is the first innovative software solution for fully automated quality assurance and conversation optimization in real time. Using a parallel search process for phrases, keywords and dialogue pairs, EVC examines conversations for predefined requirements. EVC evaluates the “agent” and “customer” voice channels based on Nuance’s market-leading speech recognition software and saves the results in various formats. EVC currently supports German, English, Italian, Spanish, French and Turkish – other languages are possible as an extension.
EVC also impresses with its simple and intuitive operation, as no programming knowledge is required for configuration. The user interface is simple and self-explanatory and allows you to quickly define the features to be checked. The EVC Analyzer offers you clear, graphical evaluations of these features at the conversation, agent or campaign level in no time at all.
“This solution plays a key role in enabling us to focus on both quality and compliance in customer service.”
Zinc Group Ltd
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