CaaS Featured Article

Gryphon Debuts Core Voice, Cloud-Based Call Recording and Speech Analytics Solution

September 26, 2012

Gryphon has unveiled Core Voice, a new cloud-based offering that helps a firm capture and measure the effectiveness of mobile sales and service teams.

Besides ensuring regulatory compliance, marketing privacy compliance and sales-effectiveness, this comprehensive call recording and business intelligence service will capture voice conversations in real time.

“With the strengthening of call recording laws like Dodd-Frank, companies have to find ways to capture sensitive conversations that could originate from any phone, at any time,” Eric Esfahanian, general manager of Gryphon’s phone-based services, said in a statement.

“These same companies want the value that targeted analysis of client conversations could bring to new-hire training, sales-team optimization, and customer-service levels,” Esfahanian added.

Core Voice will help businesses retain important, customer-related voice conversations of any sales or service agents from any phone employed to conduct business across the enterprise. These recordings are leveraged for audit purposes besides for optimizing monitoring and analytic capabilities.

Managers will gain greater insight into sales activity and marketing effectiveness as well.

Core Voice also offers compliance with Do-Not-Call and other marketing privacy regulations. Through its Target (News - Alert) Speech Analytics capability, Core Voice is able to automatically aggregate relevant voice interactions that take place either on wireless, landline or VoIP. It then offers practical scores to highlight the sales effectiveness and script compliance of each call, based on key performance indicators (KPI).

Core Voice helps identify certain words or phrases used during conversations which instigate a Key Phrase and Emotion Alert. Based on this, proactive e-mails can be sent. Core Voice also gives alerts when it detects irritation, anger or happiness, thereby optimizing monitoring of user responses and agent inquiry.

Agents will also be able to use in-call disposition keys to initiate and terminate portions of a conversation which can be used for follow-up.

“Our solutions are purpose-built to help firms unlock their marketable universe and observe customer preference while improving sales productivity. Core Voice extends the ability of companies to limit their marketing privacy risk while increasing competitive advantage, without adding IT expense,” said Jeff Fotta, Gryphon’s president.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Austin 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Braden Becker

Article comments powered by Disqus

Related CaaS Articles

PricewaterhouseCoopers Becomes Latest Apps for Work and Google Cloud Platform Partner

The cloud marketplace is getting extremely competitive as major players in the IT industry continue to provide services in this environment. While Amazon's AWS still leads the pack, Google, Microsoft, IBM and others are making sizeable investments to overtake Amazon. This has resulted in a price war that is benefiting individual consumers and organizations of all sizes. [ Read More ]
10/30/2014

CounterPath Awarded Patent on Cross-Network UC

CounterPath Corp. has received a patent that has to do with enabling a seamless user experience by converting the communication features of one network to comparable features of another. This allows users can stay connected among cellular and other wireless networks. The company announced the award of patent No. US 8848880 today. [ Read More ]
10/29/2014

NXP Implements FIDO U2F for Accessing Consumer Cloud Services

One of the biggest roadblocks to cloud technology adoption was the issue of security. In light of Edward Snowden's revelation about the activities of the NSA, that apprehension grew even stronger as organizations around the world began to question the merits of full cloud deployments. But new policies from the NSA and the Obama administration as well as improved security measures by service providers have alleviated some of the hesitation resulting in higher migration to the cloud. NXP Semicondu… [ Read More ]
10/28/2014

The Costs and Benefits of Hosted Unified Communications

As noted at the top, this will enable you to make fact-based business cases for moving to hosted UC in way that fits into your organization's needs and budget. It should also be noted that if you missed our previous two webinars, you can find the links to the replays at Don't Miss Out On UC!, and [ Read More ]
10/27/2014

Events

Weekly Live Demo
CaaS Small Center

Register Today!


Weekly Live Demo
Contact Center Solutions

Register Today!