Speech Technology Magazine

Prosodie Launches Speech Analytics Offering

Company partners with NICE to focus on causes of customer dissatisfaction.
Posted Dec 7, 2012
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Prosodie, a multichannel transactional-flow operator, has partnered with NICE to offer speech analytics to its customers.

"Our aim is to make this offer accessible to all businesses wanting to have a powerful analytical tool to better understand the underlying causes of customer dissatisfaction," said Sebastien Parmentier, voice offer manager of Prosodie's customer contact division, in a statement. "That is the reason why our offer in cloud mode can also be initiated through the provision of consulting services. NICE is a partner with whom we are proud to work and which will be able to work with us on a market that will be booming in 2013."

Trained in the project methodology that is specific to this technology, Prosodie's consultants use NICE's tools to conduct a detailed analysis of callers' motivations, the behavior of consultants, or even reasons for dissatisfaction.

"By joining forces with Prosodie's renowned expertise, we are jointly introducing a new cloud offer that lets businesses access essential information during their interactions with customers," said Arnaud Guenegan, NICE's sales and marketing director for Western Europe, in a statement. "This analytical capacity allows them to shape their future interactions, but also to control the decisive moments in the customer relationship. This has a direct impact on service quality, retention and resulting extra revenue."


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