Conversation Analyzer identified as most innovative technology in customer excellence category
Ventana Research is one of the world’s most respected benchmark business technology research and advisory services firms, providing insights and expert guidance on mainstream and disruptive technologies through a unique set of research-based offerings. Presented annually, its Digital Innovation Awards identify the technologies that have the most striking impact in their respective markets. NewVoiceMedia won the Customer Excellence Award for its Conversation Analyzer solution, as the best example of innovation in a technology that supports customer engagement.
Conversation Analyzer is NewVoiceMedia’s powerful, integrated speech analytics solution. It uses speech-to-text to transcribe calls and deliver intelligent content categorisation for instant insight into common themes, as well as data visualisation for quick analysis and understanding of the successes and challenges in every conversation. When combined with interaction data from CRM software, businesses can begin to refine how to boost their successes and manage challenges more efficiently.
Mark Smith, CEO and Chief Research Officer at Ventana Research, comments, “Submissions for this year’s awards reinforce the rapid growth in digital innovation; selecting the winners was no easy task for the research team. Congratulations to NewVoiceMedia for its investment into technology and setting the pace for how tech can enable new breakthroughs in business processes and ultimately the critical business outcomes expected”.
“We are honoured to have won Ventana Research’s Customer Excellence Award for our Conversation Analyzer solution”, says Chris Haggis, SVP Customer Success at NewVoiceMedia. “Businesses using NewVoiceMedia with Conversation Analyzer benefit from a unified, pre-integrated platform that offers valuable insights into the data captured during customer interactions. With the ability to analyze every call, sales and service teams can increase their productivity and conversion rates, while having exceptional conversations with their customers and prospects through every interaction”.
Find out more about Conversation Analyzer at www.newvoicemedia.com.
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NewVoiceMedia, a Vonage Company, is a leading global provider of cloud contact centre and inside sales technology that enables businesses to create exceptional, emotive customer experiences to serve better and sell more.
Its award-winning platform joins up all communications channels without expensive, disruptive hardware changes and plugs straight into your CRM for full access to hard-won data. With a true cloud environment and proven 99.999% platform availability, NewVoiceMedia ensures complete flexibility, scalability and reliability.
NewVoiceMedia’s 700+ customers include Canadian Cancer Society, Ebury, FCR Media, FlixBus, JustGiving, Kingston University, Lumesse, Paysafe and Vax. For more information, visit www.newvoicemedia.com or follow NewVoiceMedia on Twitter @NewVoiceMedia.
In November 2018, NewVoiceMedia was acquired by Vonage (NYSE:VG), a business cloud communications leader.
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Tel: +44 (0)7500 006 458