Many companies today strive to keep track of the quality of their customer interactions. They may do it to improve the customer experience, keep track of employee performance or mine data for insights into new products and services. While it’s a relatively easy thing to do with written messages such as texts and emails, it becomes more challenging with voice calls.
Speech recognition technology has been around for a long time, but it has traditionally been expensive, and it has been difficult to use to improve quality in real-time. This is where newer technology providers such as Gridspace can make a difference in call quality monitoring. Gridspace's flagship Sift platform transcribes and examines conversations for real-time information about customer interactions. It’s an API for building voice analysis and communication systems that allows companies to do deep language processing on live calls and recorded speech.
Last week, Gridspace announced a new partnership with Google (News - Alert) Cloud to deliver Gridspace Sift via the Google Cloud Marketplace. The partnership is expected to help financial services and healthcare companies accelerate their contact center transformations by simplifying cloud deployments and procurement processes.
With Gridspace Sift on Google Cloud, contact centers can observe 100 percent of their real-time communications, uncover population-level customer issues, drive back-office efficiencies with automated quality scoring, as well as compliance and brand reputation checks. Additionally, organizations can elevate agent performance with live guidance and transactional assistance, and deploy natural-sounding, virtual agents, enabling integrated and intelligent capacity management.
Gridspace Sift on Google Cloud is a no-code solution that is capable of handling more than 50,000 concurrent voice calls out-of-the-box for large contact centers. Customers of Gridspace Sift on Google Cloud can take advantage of Google Cloud's networking, security and artificial intelligence/machine learning infrastructure and Gridspace's purpose-built contact center application workflows, pre-trained models and comprehensive deployment expertise.
"Call centers are increasingly the first line of contact between organizations and consumers, and it's critical to provide fast, helpful experiences," said Amy Bray, Global Head of Google Cloud Marketplace, in a statement. "Bringing Gridspace to Google Cloud Marketplace will enable customers to quickly deploy its capabilities in observability and automation, and ultimately to build a better experience for consumers."