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Speech dictation for call centers
Hi, I'm new to the forums.
I wonder if anyone knows of a speech recognition software that can integrate with call center equipment (telephony, etc.) so that an agent can use for dictation of case notes. An even better tool would be for the software to dictate the conversation of both parties.
I manage a small contact center and would love to improve our case note documentation process.
Thanks for any help you can offer.
I've not gone to check on
I've not gone to check on this, but I believe that Nuance (http://www.nuance.com) has software for call centers.
It's a good place to start at least!
Thanks
I took a quick glance at their call center based products, but none of their products offer dictation for call center agents.
Thanks for the lead though!
Charles Alvear
"All men die, not every man really lives"
NaturallySpeaking is one Answer
Let's begin with what speech recognition software can’t
do. No speech recognition product is going to be able to transcribe both
parties of a telephone conversation. Even if the quality was reasonable, which
it isn't, NaturallySpeaking cannot transcribe a 2nd party without 1st creating
a trained user profile. However, NaturallySpeaking
Pro 9.5 or NaturallySpeaking Preferred
9.5 (with a Third-party
Command utility) could be set up to utilize a few key commands and take
dictation from the call center agents. We would additionally recommend a USB
Pod external soundcard because your computers probably have integrated
soundcards and the VXI TalkPro
Monaural microphone which will allow your call center agents to talk
hands-free on the telephone while offering them a button to press to talk to
their computer. They will even have the option of holding the button down so
that the other person can hear their conversation if they choose. It's a great
way to take information and Echo Dictate into NaturallySpeaking. Feel free to
contact us directly for additional information.
Note that when you purchase Speech Recognition Microphones, Digital
Recorders and NaturallySpeaking software/utilities from Nuance Gold Licensed
vendors you typically gain you an extra layer of Nuance Certified tech support
while paying a lower price. You can visit us at http://www.TheVoiceRecognitionStore.com
Additional
responses to this question are available on the KnowBrainer
Speech Recognition Forum
Lunis
Orcutt - Developer of KnowBrainer
&
Host of the
http://www.TheMicrophoneStore.com
A Nuance Gold Certified Endorsed Dragon
NaturallySpeaking Partner/Trainer
Depending on the size of
Depending on the size of your call centre - the agents wrap up notes can be done with Nuance Agent Wrap Up - look half way down the page at www.nuance.com/care/solutions/care_productivity.as....
As said elsewhere, transcription of the conversation as a whole is still a technical impossibility.
Many thanks
OK, thanks everyone for your responses. This gives me some good info.
Much obliged,
Charles Alvear, CSM
"All men die, not every man really lives"