Speech Technology Magazine

Adtech Global Debuts Ignite Speech Analytics Program

Ignite leverages Verint's Impact 360 Speech Analytics suite to offer contact centers the business impact of speech analytics.
Posted Apr 24, 2014
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Adtech Global, a contact center services and solutions provider, has launched the Ignite Speech Analytics program that will enable businesses to capture and evaluate customer interactions.

Ignite uses Verint's Impact 360 Speech Analytics to gain insight from thousands of customer calls during a three-month period.

Ignite is intended to make speech analytics more affordable so organizations can use the speech application to support quality assurance metrics, for an ad hoc initiative, or to uncover trends in the contact center. Ignite also allows organizations to try speech analytics before investing in hardware, software, and personnel.

"Proving the inherent value of speech analytics to operational executives continues to be a challenge," said Joe Halloran, vice president of business development at Adtech Global, in a statement. "We see Ignite as a brilliant pathway for organizations to experience and embrace the benefits that speech analytics delivers."

The speech analytics program includes the following:

  • A three-month managed service engagement for up to 300 seats;
  • Consultation with seasoned speech analytics experts;
  • A focus on business objectives such as churn reduction, identifying call drivers or decreasing the cost to serve your customers;
  • Detailed trend analysis and weekly reporting of results;
  • Call encryption for data protection; and
  •  The ability to extract calls from any recording software.

As part of Ignite, Adtech's speech analytics experts will take an organization through a discovery process of reporting and trend analysis to reveal insights on reducing costs and improving products, processes, and the customer experience. The included consultation uses Ignite results to help identify and quantify how analytics can improve contact center or back-office operations as well as helping to pinpoint cost drivers and opportunities.

"Igniteis a revolutionary program for contact centers. There is nothing else on the market to test drive speech analytics today," said Ric Gray, president of Adtech Global, in a statement. "Whether you're working to improve the efficiency and customer satisfaction of your contact center or building out an enterprise-wide customer experience program, Ignite allows contact centers to utilize speech analytics for a specific period of time to experience the power of the application at their fingertips and, in turn, realize the return on investment."


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