iQventures Taps IBM Watson for Customer Call Center Sentiment Analysis

Community Choice Financial adopts iQventures' speech analytics platform powered by IBM Watson

Jan 28, 2016, 07:00 ET from iQventures

COLUMBUS, Ohio, Jan. 28, 2016 /PRNewswire/ -- Today, iQventures, a leader in call center and call intelligence technology, announced it has joined the IBM Watson ecosystem and is leveraging Watson's cognitive computing capabilities to provide clients with call sentiment and speech analytics through its SpeechiQ platform.  Community Choice Financial, Inc. is leveraging SpeechiQ powered by IBM Watson for compliance monitoring, script adherence, and caller sentiment features.

"We're thrilled to be an IBM Watson Ecosystem Partner," iQventures CEO Nick Bandy said. "Watson's superior cognitive computing capabilities allow us to offer one of the industry's most sophisticated and actionable speech analytics solutions at an exceptionally cost-effective level."

A cloud-based platform, SpeechiQ transcribes incoming calls through its own automated speech recognition engine and runs these transcripts through Watson's language sentiment tool, offered via IBM's Watson Developer Cloud, which offers text analysis through natural language processing to help users understand sentiment, keywords, entities, and high-level concepts of conversations. With the ability to understand the context of the conversation, SpeechiQ enables organizations to measure relative sentiment across all calls, agents, and channels in near real time to maximize call center effectiveness.  The tool also provides an effective, customizable dashboard for call center and operations management.

"Sentiment is an important diagnostic for us," said Ted Saunders, CEO of Community Choice Financial, Inc.  "The SpeechiQ platform, powered by IBM Watson, enables us to truly measure and monitor this by call center and by agent."

SpeechiQ requires no additional equipment or start-up costs, and can be implemented virtually immediately.

About iQventures
iQventures innovates, creates, and operates intelligent communications solutions. The company offers four primary products:  ContactiQ - an easy-to-use, web-based contact center that reliably powers millions of calls a month; SpeechiQ – a revolutionary, cost-effective speech analytics solution; SalesLeaderiQ – a click-to-call CRM extension; and OfficephoneiQ – an advanced, intelligent business phone solution. For more information, visit iqventures.com.

IBM Watson: Pioneering a New Era of Computing
Watson is the first open cognitive computing technology platform and represents a new era in computing where systems understand the world in the way that humans do: through senses, learning, and experience. Watson continuously learns, gaining in value and knowledge over time, from previous interactions. With the help of Watson, organizations are harnessing the power of cognitive computing to transform industries, help professionals do their jobs better, and solve important challenges.

To advance Watson, IBM has two dedicated business units: Watson, established for the development of cloud-delivered cognitive computing technologies that represent the commercialization of "artificial intelligence" or "AI" across a variety of industries, and Watson Health, dedicated to improving the ability of doctors, researchers and insurers and other related health organizations to surface new insights from data and to deliver personalized healthcare.

There is a growing community of startups and established businesses who are leveraging the Watson Developer Cloud, a platform used by more than 77,000 developers globally to pilot, test and deploy new business ideas in various industries. The community includes more than 500 Watson Ecosystem partners who are commercializing products and services, over 100 of which are being used in market.

For more information on IBM Watson, visit: ibm.com/Watson and ibm.com/press/watson.

Join the conversation at #ibmwatson. Follow Watson on Facebook and see Watson on YouTube and Flickr.

Contact: Nick Bandy
614-333-8566

SOURCE iQventures



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