Financial institutions, contact centers and especially public security companies have been using speech recording systems for some time now to record transactions and (emergency) communication in a audit-proof way. As we transition from pure voice communication to multimedia communication, it is important to log the new media with the so-called Omni-Channel Recording. The recordings can be accessed at any time by authorized persons and give decision-makers a comprehensive view in real time of the entire communication chain.
Speech analysis can also be used to automatically analyse recorded communication content for quality improvement, trend detection or even to prevent fraud attempts.
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