Engage, Macaw Speech Join IBM Watson Ecosystem
Engage and Macaw Speech, two companies offering speech solutions for call centers, have been added to the growing list of IBM Watson ecosystem partners that are developing applications and services powered by cognitive computing.
These partners join a growing community of startups and established businesses leveraging the Watson Developer Cloud, a platform used by more than 77,000 developers globally to pilot, test, and deploy new business ideas. The community includes more than 350 Watson Ecosystem partners that are commercializing products and services.
Engage has created SpeechIQ to provide small and midsized businesses with a cloud-based call center speech analytics solution. SpeechIQ leverages Watson's sentiment and speech analysis capabilities to analyze conversations and provide a comprehensive dashboard for Chief Compliance Officers to mitigate risk for the call center agent and customer, while optimizing sales effectiveness. Community Choice Financial is leveraging Engage's speech analytics platform for compliance monitoring, script adherence, and caller sentiment features.
Macaw Speech's Agent Assist application uses Watson's natural language Retrieve & Rank API to enable a content search and retrieval system that can ingest, index, and learn the meaning of the data sets regardless of format. This allows call center agents to identify relevant content faster to improve response times and resolution of customer inquiries without the need for escalation. Abtran, an Irish provider of customer and business process management services, is testing the Agent Assist application powered by Watson for use with its agents.
To help these organizations, IBM continues to expand its portfolio of Watson APIs and services available in the Watson Developer Cloud. IBM also draws upon a 100 million venture fund intended to seed select start-ups and businesses to further advance their innovations.
Watson's capabilities can now be used to develop cognitive computing and speech services in Japan.