29-09-2015

The Iride Voice solution, for state-of-the-art Speech Analytics, set to improve the Media Company’s customer relations

The Iride Voice solution, for state-of-the-art Speech Analytics, set to improve the Media Company’s customer relations

Rome - 29 September 2015 – The Iride Voice solution by Almawave, AlmavivA Group’s technology innovation company, has been selected by Sky Italia as a state-of-the-art Speech Analytics system for its Cagliari-based Contact Center.

The application of Almawave’s new technologies for voice recognition and the interpretation of natural language introduces a new frontier of Customer Experience Management, for addressing corporate strategies, as well as improving operating performance, increasing customer satisfaction and offering new services or content. Iride Voice – thanks to its semantic engine – can transcribe and understand the “customer’s voice”, handle sensitive data and perform aggregate and multivariate analysis on all calls received by a contact center.

“Iride Voice can transform company operations, explore new ways of improving customer relations and innovating” says Federico Ferlenghi, Customer Care Manager at Sky Italia. “After a first pilot aimed at understanding the reliability of the technology, in 2015 we will focus on developing a platform for our Cagliari site and applying the proprietary information collected to our customer management processes”.

Customer information is becoming increasingly varied and complex, but it is also building up into a valuable asset and enormous opportunity for companies looking to innovate.

“We are very proud that Sky Italia has chosen our Automatic Speech Recognition (ASR) system and confident that we will be able to offer a lever for improving Customer Experience, thanks to our cutting-edge technology in the field of automatic speech recognition, in Italian, and our proprietary semantic platform” says Valeria Sandei, CEO of Almawave.

Iride Voice is part of a suite of products – the Iride Customer Centric Suite® – which, based on the same enabling logic and technology, enables us to easily extend our CRM processes, in a scalable way, and to achieve the same real-time interpretation/reading level in all contact channels (social media, contact center, emails, etc.), improving the end-service quality for customers.