Ventana Research is one of the world’s most respected benchmark business technology research and advisory services firms, providing insights and expert guidance on mainstream and disruptive technologies through a unique set of research-based offerings. Presented annually, its Digital Innovation Awards identify the technologies that have the most striking impact in their respective markets. NewVoiceMedia won the Customer Excellence Award for its Conversation Analyzer solution, as the best example of innovation in a technology that supports customer engagement.
Conversation Analyzer is NewVoiceMedia’s powerful, integrated speech analytics solution. It uses speech-to-text to transcribe calls and deliver intelligent content categorization for instant insight into common themes, as well as data visualization for quick analysis and understanding of the successes and challenges in every conversation. When combined with interaction data from CRM software, businesses can begin to refine how to boost their successes and manage challenges more efficiently.
Mark Smith, CEO and Chief Research Officer at Ventana Research, comments, “Submissions for this year’s awards reinforce the rapid growth in digital innovation; selecting the winners was no easy task for the research team. Congratulations to NewVoiceMedia for its investment into technology and setting the pace for how tech can enable new breakthroughs in business processes and ultimately the critical business outcomes expected.”
“We are honored to have won Ventana Research’s Customer Excellence Award for our Conversation Analyzer solution,” says Chris Haggis, SVP Customer Success at NewVoiceMedia. “Businesses using NewVoiceMedia with Conversation Analyzer benefit from a unified, pre-integrated platform that offers valuable insights into the data captured during customer interactions. With the ability to analyze every call, sales and service teams can increase their productivity and conversion rates, while having exceptional conversations with their customers and prospects through every interaction.”