The Opus Research “Vendors That Matter” series examines innovate firms uniquely qualified in offering enterprise technologies that are making a successful business impact. These companies represent what’s next in finding and delivering intelligent customer support and transforming digital experiences.

Company: Speech-Soft Solutions
When digital conversations inevitably turn to “the voice channel,” Interactive Voice Response (IVR) systems serve as the first, and often the only, point of contact for customers.

But it is no longer sufficient for a modern IVR to answer a call, ascertain its purpose and put the caller in an interminable queue. Real-time identification and analysis of the purpose for their calls and how well self-service resources satisfy callers’ needs is a must.

Speech-Soft Solutions’ Real Time Reporting & Analytics Dashboard effectively addresses these first-order challenges. Like other monitoring systems, it operates 24/7/365 and can display findings graphicly in real-time or on-demand. Speedy analysis enables business unit personnel to change IVR scripts or dialog modules to measurably improve customer experiences.

Dan Miller, Lead Analyst & Founder with Opus Research, outlines how Speech-Soft’s IVR Dashboard is a must for contact center managers seeking real-time monitoring and visual insights.

Categories: Conversational Intelligence, White Papers, Intelligent Assistants, Articles