Digital Speech Systems
Automated Quality Yields Contact Center Efficiency

“While Quality Management continues to be a critical function for contact centers, enterprises are finding it difficult to get a reasonable ROI out of their Quality Management initiatives,” points out Kevin Smith, President, Digital Speech Systems. “It’s all about finding the right calls to evaluate… Speech Analytics has been around for a long time now, but it has been cost-effective only for the very largest contact centers—until now.” It was in 2009 that TX-based Digital Speech Systems first forayed into the cloud-based UC space. With their sophisticated contact center applications and services, Digital Speech Systems attracted customers from diverse lines of business. Fast-forward to today, Digital Speech Systems has added a sophisticated speech analytics to their range of UC solutions.

Digital Speech Systems’ Automated Quality Management automates the process of deciding which calls to evaluate by analyzing every call without human intervention, enabling supervisors to only deal with important calls, and to deal with every important call. The application delivers customized performance reports, itemizing problems as well as opportunities, enabling contact centers to quickly understand and improve their performance. “We combine big data techniques and artificial intelligence to help end-users derive the ideal output from their Quality Management solution,” adds Smith.

With extensive experience of 25 years in the telecommunications sector, Smith recognized the potential of cloud-based systems and open source technologies early-on and it has influenced how Digital Speech Systems’ communication infrastructure is consciously based on them. A distinct advantage of Digital Speech Systems’ UC solutions being cloud-based is the cost-effectiveness that they bring in for small and medium sized businesses. “There is a level of redundancy that you can get in the cloud-based system that an on-premise-based system cannot deliver,” explains Smith. “We have geographically redundant data centers, so if a natural disaster hits one of them, within 15 milliseconds another data center takes over.”

We combine big data techniques and artificial intelligence to help end-users derive the ideal output from their Quality Management solution

With a global network of authorized reseller partners, Digital Speech Systems reaches out to their worldwide clientele with their PCI DSS, HIPAA, and Sarbanes-Oxley compliant Contact Center applications. The fully-integrated tools of Digital Speech Systems are a cost-effective and innovative option for contact center’s advanced communication requirements. In one instance, a multinational firm operating a large contact center with a 40 member Quality Management team was struggling to add significant value. On the verge of giving up on their quality management initiative altogether, the company implemented the Automated Quality Management solution and was able to be far more efficient with a much smaller staff. Digital Speech Systems also offers white-labeled services for their cloud-based UC solutions. As Smith puts it, “Many companies out there sell cloud-based services under their own name, but it is really our service behind it. We help support the end-users in those scenarios as well and consider them as our customers.”

Moving ahead, Digital Speech Systems is working toward the release of a comprehensive UC client that works on desktops, tablets, and smartphones. The Digital Speech Systems UC client has been developed to handle the enterprise’s need for real-time communications— text, phone calls, or chat. Additionally, the firm’s latest releases are all based on HTML5. “We always keep up with the latest advances in technology to ensure that our end-users can leverage it to be more efficient and effective at what they’re really trying to achieve,” concludes Smith.