"The role of speech recognition technology in contact centres across the country is becoming more and more important, with new services like automated compliance monitoring and voice biometrics "
Gary Williams Director of Sales and Consultancy
Spitch has been named as a key vendor in Gartner’s April 2020 report on the speech-to-text market.
The global research and advisory firm define speech-to-text platforms as business applications that process speech content either live or in batch to produce a transcript, metadata, value added services or workflow tools.
The report stated that the market in general has widened its offering for consumers to include services such as compliance monitoring, authentication and even emotion detection.
The report predicts that by 2025 40% of inbound communications to call centres in particular will use speech-to-text technology. However, it recommends that the industry should focus more on the customisation of their products.
It is the second time that the Swiss based Spitch has been named in a Gartner report in the last 12 months, having previously been featured as a Cool Vendor” in the analysts “Cool Vendors in Speech and Natural Language” report in late 2019.
Earlier this year, the company announced a partnership with conversational platform provider Creative Virtual. The integration of Spitch’s voice recognition technologies and Creative Virtual’s V-Person natural language chatbots and virtual agents is designed to provide a voicebot offering to the contact centre market. Spitch has also been working with contract centres across Europe to roll-out automated compliance monitoring technology, designed to reduce the burden on compliance teams who would otherwise have to manually transcribe recorded calls.
Gary Williams, Director of Sales and Consultancy for Spitch in the UK and Ireland, said: “The role of speech recognition technology in contact centres across the country is becoming more and more important, with new services like automated compliance monitoring and voice biometrics becoming more common place.
“Being named in the recent Gartner report is a great achievement for the business, following our ongoing investment in the platform, and we look forward to bringing more technologies to call centres in the coming months.”