Speech Technology Magazine

Calabrio Partners with Interactions

Advanced analytics solution provides a faster, easier way to gain insights around customer experience.
Posted Mar 1, 2016
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Under a new partnership, Calabrio, a provider of customer engagement analytics, will incorporate Interactions' Curo call transcription software into its call analytics offering.

Interactions, a provider of speech and natural language technology for customer care, is now offering Curo Call Transcription from its Curo Speech and Language platform for applications and services that require precise speech recognition and natural language understanding capabilities.

"Our ultimate goal is to continue to provide our customers with the best technology that enables the right business decisions to be made," said Matt Matsui, senior vice president of products, markets, and organizational strategy at Calabrio, in a statement. "We look to work with the top technology partners in the industry. Interactions provides unmatched expertise, accuracy, and quality needed to strengthen our solution and allow our customers to better learn from and retain their customers, ultimately growing their business."

Advanced phrase categorization for multichannel interactions, including text-based interactions, voice interactions, and agent desktop activity, provide more robust context around a customer’s experience. This categorization then ties together customer interactions on the various channels, delivering a more comprehensive understanding of the customer experience<.

"Businesses have realized the value that call analytics can have on customer experience and efficiency," said Phil Gray, executive vice president of business development at Interactions, in a statement. "Through our partnership, Calabrio's offering now incorporates highly accurate full text transcription that unlocks powerful analytical insights from call recordings."


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