IBM recently launched its Voice of the Customer Analytics (VOCA) services that help organisations mine data from sources like voice calls, email, survey result etc.
Launched as a managed services offering, it would initially be offered in sectors like auto, manufacturing, banking, financial services and insurance, and consumer electronics. The pricing is based on the volume and type of data.
Through a dynamic analysis process that maintains strict customer confidentiality, IBM VOCA can identify overall trends and highlight a specific product or service-related problem, as well as reveal issues in the dialogue between customers and the customer-care representatives.
Going ahead the company also plans to add speech recognition technology to the offering. "This is an ongoing process. Write now we support popular languages like English. But we have capabilities in French, Spanish, and Arabic. The next step would be to focus on these languages," said Ashish Verma, manager - Contact Center and Speech Technologies, IBM Research-India.
January 14, 2010