Solution combines speech analytics with call recording engine.
United Kingdom-based IT Sonix and Retell have partnered to bring speech analytics software Vocal Coach to the European contact center market.
VocalCoach speech analytics enables live, real-time call monitoring, in addition to the evaluation of call recordings. The solution ensures compliance, identifies agents who need specific training, monitors the effectiveness of a script, and can increase quality and productivity by as much as 50 percent, according to the companies.
"We're hugely excited to be partnering with one of Europe's leading suppliers of call center technologies," said Richard Winterburn, channel sales director at ReTell, in a statement. "The reputation of IT Sonix is...a perfect fit with the values of ReTell. Speech analytics is a fast-growing area and an ideal fit for ReTell's call recording systems."