Firms Link for AI-Based Conversation Analytics

UK-based comms management specialist Oak Innovation has partnered with Australian voice data and analytics provider Call Journey, to offer conversation analytics services based on artificial intelligence.

The firms say Oak's applications and cloud services combined with Call Journey's expertise in conversation analytics technology will provide real-time data capture, analysis and management of all customer and employee conversations, particularly those occurring within contact centres. By integrating its call recording platform and Call Journey's AI-powered conversation analytics technology, Oak says it now enables organizations to extract insights which can drive CX (customer experience) and agent performance.

Richard Garel-Jones, Product Director at Oak Innovation, says the partnership will enable conversation analysis within almost any organization. Paul Humphrey, Call Journey CEO, adds: 'Organisations can now have near real-time insight and better understanding of what their customers and employees are saying. Accessing previously unstructured data (conversations) will accelerate the ability for customers to make more informed decisions across every aspect of their organization'.

Web sites: www.oakinnovate.com and www.calljourney.com .