The digital transformation within contact centers continues to rise and voice-based interactions remain a key communication channel for customers within an omni-channel strategy. More and more calls are being digitized and call audio is a hugely rich data set – that not only provides actionable insights to help drive agent efficiency, reduce costs, reduce risk but helps overall CX metrics.
However, companies are finding that the quality of insights are often only as good as the quality of the captured call audio. Unfortunately, many contact centers only store highly compressed recordings that result in poor transcriptions and mediocre analytics. Extracting call recordings out of legacy call recording solutions can be expensive, time-lagged, and with sub-par audio quality. Not only does that increase frustration, but places limitations on the ROI from speech analytics investments.
Watch our webinar with Pete Ellis from Red Box and Fred Richards from Clarabridge to hear them discuss:
- The challenges facing low-quality audio in contact center operations
- How companies are evolving their call recording technology and analytics to an AI and omni-channel CX hub
- The importance of partnering with a voice specialist with a customer experience tool to help solve challenges in cost reduction, quality management improvement, risk/compliance and CX metrics
Chief Product Officer, Red Box
Pete Ellis leads the global product and partnership strategy at Red Box and has been part of the Executive team at Red Box for over four years now. He was previously Chief Architect for Avaya responsible for designing telephony and contact centres for many of the world’s largest banks followed by leadership of several of Dimension Data’s European business units and, more recently, was Managing Director for O2’s ICT & Digital business running Service Provider and Cloud Strategy.
Senior Director, Product Management, Clarabridge
Fred Richards is Senior Director of Product Management at Clarabridge focused on the evolution of the Contact Center. He has more than 20 years’ experience building and selling analytic application at software vendors including Ellucian, Oracle, Hyperion Solutions and MicroStrategy. Fred earned an MS in Engineering and Policy and a JD from Washington University in St. Louis and a BS in Mechanical Engineering from Vanderbilt University.