SOURCE: KnoahSoft


January 18, 2011 07:05 ET

KnoahSoft's Speech Analyzer Raises the Bar on Call Center Agent Performance

Using Smart Phonetic-Based Search, Supervisors Can Now Perform "Precision Monitoring"

HENDERSON, NV--(Marketwire - January 18, 2011) - KnoahSoft, a leading provider of VoIP-based call recording, quality and agent performance management tools for call centers, announced that all editions of its Harmony suite can now be enhanced with a robust speech analytics tool.

Harmony's Speech Analyzer, powered by Aurix, enables call center supervisors to perform "precision monitoring" on keywords or phrases, using state of the art phonetic-based search. This highly accurate means of analyzing recordings provides immediate and meaningful insight into the operation of the call center. Through focused, more intelligent call analysis, call center supervisors have an improved understanding of both competitive situations and the underlying reasons for customer calls.

In addition to the base software, KnoahSoft provides a comprehensive and strategic hosted speech monitoring program, complete with an experienced analytics staff to develop and refine search queries that will isolate a statistically significant sampling of calls types containing specific keywords and phrases across the enterprise. This allows for targeted monitoring of speech segments isolated by the search engine capturing key Business Intelligence, Voice of the Customer and Performance Trends that allow companies to dramatically improve productivity, processes and customer experiences.

The Harmony Speech Analyzer enables call centers to minimize risk, ensure compliance and maximize the value of customer interactions by delivering the following capabilities:

  • Creation of KPIs for Call Center Agent Performance
  • Reporting on agent script adherence
  • Mining calls for required or forbidden words and phrases for any marketing, quality control, compliance or general interest reasons
  • Detecting periods of unwarranted silence which drives up Average Handle Time (AHT)
  • Designing alerts and notifications to help supervisors and managers take corrective actions

"With Harmony's Speech Analyzer, KnoahSoft enables call center management to tackle one of its most important challenges, increasing agent performance, by understanding what is happening across thousands of calls in a way that traditional QA analysis can't," said Sri Myneni, CEO of KnoahSoft. "With our comprehensive, innovative and affordable software suite, any sized call center can identify and capitalize on important business trends, customer insights, revenue opportunities and competitive situations."

Translating that customer insight into delivering on customer needs, Harmony addresses the call center's challenges around agent performance, utilization, first call resolution and customer satisfaction. To learn more about KnoahSoft's Harmony product and to view an online demo, visit

About KnoahSoft

KnoahSoft Harmony delivers 100% call recording, with web-based quality management, reporting, analytics, coaching, elearning and survey solutions to contact centers to stay secure, compliant, improve performance and remain competitive. Offering the latest enterprise application technology tuned to the contact center environment, KnoahSoft is known for its affordable, award-winning products, global footprint, on-demand scalability and outstanding support. KnoahSoft is an Avaya DevConnect Gold member and Technology Partner of Cisco and Genesys. For more information, visit or call 702-722-5000, Option 1.

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