Voyc, a South African startup with headquarters in Amsterdam, is taking its call monitoring software global. The software, which is AI backed would be used to monitor and improve calls made to call centres, providing quality assurance, and improved agent performance. According to the press release by the company, the launch of Voyc brand coincides with the company’s expansion from a tech startup, to a full-fledged international business.
The software was created to solve the problem encountered by call centres in managing the tons of calls they get per time. The software would monitor calls, and alert Risk and Compliance managers when a potential risk is detected. This would in the end, create ease in customer service business.
If you put a call through to a call agent, you must have heard the notice that your call would be recorded for quality and training purposes. Call centres receive thousands of call every day. The data they have to analyse could be overwhelming, and lot of the calls may end up not being monitored.
To solve this problem, Lethabo Motsoaledi and Matthew Westaway decided to build an AI backed software that monitors call centre interaction, and provides insights based on the data gathered during those calls.
According to Motsoaledi, Voyc wasn’t initially planned to be a voice analysis and call monitoring software. It was planned to be a software that would be used to analyse interviews using speech-to-text technology. However, after building the software, some of the companies they pitched to thought they didn’t need such technology. This led to both founders going back to the drawing board to restrategize, and target call centres instead. Motsoaledi said many big players in the call centre business record millions of calls in a month, but realized they could not depend on recorded calls for their analysis, they are now delving into speech analysis, which is what Voyc does.
According to a press release, Voyc is already in operation in over a dozen financial institution, where the software is used to monitor and improve their more of operation.