Mediatel

The Challenge

50% of call transcriptions were too inaccurate to provide reliable analytics and insights.

Automatic speech recognition (ASR) is a necessary function that is critical for contact centers as well as call analytics software. The technology enables call centers to analyze calls for compliance concerns and provides a rich data set to surface valuable insights for decision makers.

Therefore it was critical that MediaTel Data Company had an ASR platform partner that worked seamlessly for both its call analytics and for contact center solutions. Speech recognition had been a part of Mediatel offering, but within the past year, they realized the need to uplevel their speech offering for their customers “Call transcriptions allow us to quickly review what has already taken place on a call, and provide the most effective advice to the agent. If certain words are inaccurate, then the team can misconstrue key context and will miss valuable data insights to help them improve.”

Call center data is critical to managing the end customer’s experience, yet the data from recorded phone conversations had been sorely lacking. To ensure they were delivering the experience their customers deserved, the Mediatel Data team set out to find an ASR partner that could deliver superior accuracy to fulfill their data needs.