Contexta360 speech analytics, AI and conversational computing has record revenue in quarter 2 fuelled by its indirect reseller channel
LONDON- 25th June 2019— Contexta360, a leading speech analytics, AI and conversational computing company, today announced it had achieved a record quarter for revenue predominantly from indirect reseller channels including AmberScript, KPN, 24Sessions, and TKCdigital.
Contexta360’s class-leading speech-to-text and call analytics solutions have enabled our partners to deliver innovative compliance, sales/service optimization, CX solutions all the way down to basic transcription services for their clients.
Notable wins this quarter include very significant telco, automotive and financial services clients, with more than 10,000,000 minutes of conversational analysis added to the Contexta360 platform.
Andrew White, CEO of Contexta360, says: “Speech analytics and AI is a hot topic. Our partners see significant value in using our class-leading technology to deliver immediate value and return on investment through to their clients in an easy, cost-effective and pragmatic way. Our solutions, which are delivered to our partners via the Contexta360 cloud service, offer the highest quality of speech-to-text, text-to-understanding, and understanding-to-insight and action.
“We are also able to offer our partners, and their respective clients, significant value as we have purposely designed Contexta360 to be self-sufficient, allowing the client to leave any legacy investments in call centre, recording and systems of record in place. We augment this investment with technology that analyses historical and real-time calls and interactions. Our AI-driven speech intelligence platform is designed for organisations seeking to know their customers better, improve agent sales and service performance, quality and ensure compliance.”
The Contexta360 Platform is delivered in three layers of capability, namely:
- Speech-to-Text – This is delivered across multiple languages, at extreme quality / accuracy and with the unique capability to learn industry lexicon / terms.
- Text- to-Understanding – Contexta360 has leading NLP capabilities and programming to enable the platform to turn text into understanding.
- Understanding-to-Insight and Action – Once there is understanding, we can leverage our AI, additional data sources and process rules to create actions that improve revenue, customer experience, scale and learning, and reduce risk and cost.
The platform has the following modules:
Contexta360: Identity – to highlight if a caller’s identity is in question.
Contexta360: Assist – to assist an agent in real-time or summaries actions.
Contexta360: Analyzer – to offer insights from the content and context of calls, track talk-time, topic of conversation, category, sentiment, C-Sat, key word analysis, and spot questions.
Contexta360: Connect – to connect CRM platforms such as Salesforce or Microsoft CRM Inject transcripts, add sentiment, actions detected, talk ratio, and topics discussed to opportunity and account records.
Contexta360: Compliance – to add one or many compliance questions that must be asked and answered so that high-risk calls can be identified and highlighted to compliance teams.
Contexta360: Quality Monitor – to mine and report on the data by date, team, enterprise, function, context, term, to help gain insights and to take action.
Contexta360: Omni Channel – to integrate other communication data sources to gain a 360-degree context (Chat, Web, SMS, Social channels).
“As an industry, we’re just scratching the surface of how powerful speech analytics can be to all organisations. The voice channel remains the ‘Prestigious’ channel, ideal for ‘moments that matter’ and ‘customers that matter’. However, organisations have very little intelligence on what is being said and how it is being said,” Andrew explains. “I am fortunate to be working with some of the best speech scientists, AI, developers and NLP PhDs on the planet. This is what makes us unique. There are lots of companies that do speech-to-text, but that is just 5 per cent of the journey. Real insight comes from understanding, a new level in speech quality and a flexible approach to customer engagement,” Andrew concludes.
Founded in 2017, Contexta360 is a high-growth company with headquarters in Amsterdam, offices in London and Frankfurt and is now a globally focused entity targeting large enterprises. The organisation has a simple mission: to harness the power of conversational intelligence to improve customer retention. Contexta360 seeks to understand the meaning behind speech in order to improve relationships and interactions.
Contexta360 has a team of highly skilled software developers and computer scientists with a passion for artificial intelligence, speech-to-text, and natural language understanding. It helps customers build a 360-degree view of customer interaction. This helps enterprise organisations capture voice and video conversations across multiple languages, transcribing and analysing them for compliance, sentiment, topic, context, effectiveness and customer experience. For more information please go to www.c360.hup-agency.co.uk.