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Last updated on April 23, 2014 at 15:23 EDT

nVoq and Communication Solutions Partner To Improve Chat Agent Productivity

August 30, 2012

BOULDER, Colo., Aug. 30, 2012 /PRNewswire/ — nVoq Incorporated, a provider of Software-as-a-Service (SaaS) solutions using the power of speech to accelerate workflow, announces its partnership with Communication Solutions, LLC (CSLLC) a premier provider of business-to-consumer and business-to-business tele-services headquartered in Springfield, MO. nVoq’s SayIt(TM) real-time speech-to-text solution is currently deployed with Communications Solution’s chat agents using LivePerson’s chat tool*.

SayIt significantly improves the chat agents’ workflow and time spent in a chat session. Using SayIt, Communication Solutions’ chat agents can speak chat responses, find critical information and perform repetitive tasks much faster. They also experience a higher accuracy level than when they type. Contact centers like Communication Solutions have seen significant improvements in productivity and key performance metrics, along with enhanced note detail and accuracy when using SayIt.

“The SayIt application is a unique tool that gives us the ability to utilize technology as we continue our push for greater efficiencies and economies to scale. SayIt allows our online chat agents to focus less on the mundane task of using their keyboard to relay their responses to the customer and focus more on the actual act of communication with the customer,” said Tony Ridenour, Vice President of Communication Solutions. “nVoq has been a valuable partner in giving us the ability to expand our workforce from a narrower keyboard-savvy employee to a more diverse workforce that may not be as quick on a keyboard, but are true customer service and sales people at heart.”

“We are delighted to partner with CSLLC, an innovation leader in the delivery of customer care. The use of SayIt enables their chat agents to handle significantly more chat sessions, while delivering an optimal customer experience,” said Charles Corfield, Chief Executive Officer of nVoq. “Agents use SayIt like a personal assistant — to type notes, find critical information instantly, and perform repetitive tasks”.

*LivePerson Chat is a product of LivePerson, Inc. which is not affiliated with nVoq or Communication Solutions.

About nVoq Inc.:
nVoq, located in Boulder, CO., is a privately held corporation providing speech recognition solutions for the customer care and health care industries. nVoq’s SayIt is speech-to-text solution that can be used alongside any call center or desktop application to accelerate the agent’s workflow. Learn more at www.nvoq.com or call 866-383-4500.

About Communication Solutions:
Communication Solutions, LLC, headquartered in Springfield, MO, is one of the nation’s premier providers of business-to-consumer and business-to-business sales and care tele-services. Founded in 1996, CS LLC provides inbound, outbound and click-to-chat call center services to a variety of Fortune 500 companies in the financial services, telecom, cable and satellite industries. Learn more at www.icommsol.com or call 417-862-4567.

SOURCE nVoq Incorporated


Source: PR Newswire