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CRM Design Launches QUMS Solution for Contact Center Speech Analytics Based on Nemesysco's QA5 Technology
CRM Design, offering a wide range of services and integrated solutions for customer service and Nemesysco, a leading provider of voice analysis technologies for the defense and civilian markets, announced today the launch of a new Contact Center Quality Management Solution, QUMS. This new solution, developed by CRM Design, is based on Nemesysco's QA5 voice analysis technology for contact centers.
QUMS is an advanced solution that enables call center managers and supervisors to analyze and evaluate customer service quality and customer satisfaction based on emotion detection through voice analysis.
Based on Nemesysco’s Layered Voice Analysis (LVA) technology, QA5 detects and measures a wide variety of emotions and cognitive states including stress, anger, embarrassment, satisfaction, excitement, rationality and more.
"Nemesysco’s QA5 Software Development Kit is designed as a set of components that are integrated into an existing call center solution in order to monitor agent-customer interactions. The system can analyze calls in real-time or recorded conversations in an offline mode, to identify calls that may require special attention or contain significant information", commented Mr. Amir Liberman, CEO, Nemesysco.
Mr. Dmitry Manin CEO, CRM Design added: "Having the ability to quickly and efficiently recognize customers’ true emotions and reactions enables companies to effectively address their needs and thus achieve improved satisfaction, increased revenues and most importantly, a competitive edge. We believe that this comprehensive solution will soon prove beneficial to our customers in the CRM industry ".
