No, SayIt only captures the agent’s dictation.
SayIt for Customer Care
For Customer Care
Work @ the Speed of Speech with From
SayIt allows contact center agents and managers to work at the speed of speech. SayIt is an enterprise-level, cloud-based workflow and voice navigation solution. SayIt helps eliminate the inefficiencies of using a keyboard. Using SayIt, agents can speak commands and dictate text using speech, much faster than using a mouse and keyboard, resulting in operational efficiencies that help reduce the overall costs of servicing customer inquiries.
nVoq Inc. is a privately held software company based in Boulder, Colorado. nVoq’s main product is SayIt, a speech solution designed to improve contact center workflows. nVoq was founded in 2000 by veteran technology entrepreneur Charles Corfield.
nVoq is proud to be a member of...
SayIt is built on the Microsoft® Speech Application Programming Interface (SAPI). SayIt is used across the U.S. by a variety of customers including major communications companies, BPOs and healthcare organizations. SayIt works alongside the agent's desktop applications with no integration or IT support required.
Customer Care Page Videos
Business Case: Reducing Documentation and Compliance Errors
A leading domestic provider of business-to-business and business-to-consumer telecommunication services found that adopting SayIt from nVoq reduced average call handling time while dramatically improving documentation accuracy. This freed up additional time to coach agents on effective customer service practices and increased agent productivity.
Business Case: Reducing Non-Billable Agent Work Time
Today's contact center contracts specify average call handle times for servicing accounts. This nVoq customer had agents repeatedly going over the desired time. This work was not compensated, resulting in thousands of hours of non-billable agent work time. Call handle time had to be reduced without impacting call quality.
Business Case: Improving Dialogue with Customers on Chat
Contact center agents at this large telecommunications company were able to substantially reduce chat session time by using SayIt. The Quality Assurance department also noted that more clearer, more personalized conversations were taking place, and agents reported better, faster documentation overall.
Business Case: Reducing Call Handling Time Without Dropping Quality
A leading domestic provider of value-added customer contact services for Fortune 500 companies and government agencies wanted to reduce average call handling time across the board, while maintaining call quality scores. SayIt helped the company achieve these objectives. Now, agents can better focus on the needs of customers and calls are shorter overall.
Business Case: Optimize Offline Email Workflows Using Speech
A multinational Fortune 500 telecommunications corporation providing mobile, fixed telephony, video, IP, and a variety of other services to consumer, business, government, and large enterprises, wanted to improve email operations. Using SayIt from nVoq they reduced average response times and error rates while clearing email queues faster allowing agents to assist with other projects in addition to being responsive to customer calls.
SayIt can be accessed by devices running Microsoft Windows XP, Windows Vista and Windows 7 with an Internet connection.
- Microsoft® Windows XP SP3, Windows Vista, Windows 7
- Approved audio device and sound card
- Internet access
- CPU: Intel-compatible 1 GHz+ Processor
- RAM: 128 MB Runtime
- Disk Space: 20 MB
- Java Runtime Environment (JRE) 1.5 or higher
- Agent desktop hard phones will require a SayIt audio connector
- Internet Bandwidth: 64 Kbps per user when dictating
- Peak Bandwidth/30 users: 1.9 Mbps
- Average Bandwidth/30 users: .4 Mbps
Input Devices, Audio Connectors & Mice
nVoq regularly reviews and rigorously tests dictation devices for compatibility with the SayIt solution. The devices listed below have been approved for use with SayIt.
These devices provide optimal levels of audio quality and are continually tested with SayIt.
|Device Type||Manufacturer||Model||Use when ...||Occupation Examples|
|Headset USB||Plantronics||Blackwire C310/C320||User needs a device for general purpose||Back Office, Manager, Chat|
|Headset Wireless DECT||Jabra||Pro 930||User has a wireless preference and PC connectivity||Back Office, Manager, Chat|
|Telephone Headset||Smith Corona||Ultra Classic||Phone connectivity, paired with an approved CT Switch or USB Adapter with quick disconnect||Phone Agent, Manager|
|Telephone Headset||Plantronics||HW251N/HW261N||Phone connectivity, paired with an approved CT Switch or USB Adapter with quick disconnect||Phone Agent, Manager|
|Telephone Headset||Jabra||Biz 2400 Duo||Phone connectivity, paired with an approved CT Switch or USB Adapter with quick disconnect||Phone Agent, Manager|
If you have any questions about headset devices for Customer Care, please contact nVoq at firstname.lastname@example.org.
The following devices have been tested and also provide an acceptable level of audio accuracy.
|Device Type||Manufacturer||Model||Use when...||Occupation Examples|
|Computer/Telephony Switch||Smith Corona||SayIt USB Audio Connector with Plantronics HW251N||User needs Phone and PC connectivity. Requires approved telephone headset.||Phone Agent, Manager|
|Softphone||Avaya||Avaya One-X Agent 2.5||User needs Mute control by SayIt of outbound audio to customer. Avaya required to have Port Privileges.|
|Device Type||Manufacturer||Model||Use when...||Occupation Examples|
|Mouse||Logitech||Corded Mouse M500||User desires SayIt hotkey controls without using the keyboard. Logitech software install/configuration required.||Phone Agent, Manager|
Customer Care Product Info
SayIt for Customer Care. SayIt lets agents speak their notes, navigate documents and quickly access commonly used responses, so they can focus on customer needs, rather than documenting the conversation or locating information. Using speech instead of keystrokes significantly increases agent efficiencies with minimal training, IT involvement or spending.
Chat at the Speed of Speech. Online chat continues to grow as the preferred method for many customers to obtain product information, options or to complete a business transaction. Customers use online chat because it’s convenient and quick. For the supplier, chat provides a very cost effective channel to support sales and customer service.
Optimizing Agent Workflow Using SayIt. SayIt from nVoq's Workflow Shortcuts simplify repetitive processes that require the same notation or series of keyboard actions to complete a task.
Proven Benefits for Contact Centers
Contact centers with speech-enabled agents and managers have experienced significant increases in productivity. By using the power of speech in daily work processes, agents can quickly accomplish tasks in seconds that once took minutes. Users can quickly locate information, open applications, quickly notate account records, customize chat responses or combine multiple keyboard activities with simple voice commands.
Improve Key Performance Metrics
SayIt impacts many contact center performance indicators, ultimately leading to increased customer satisfaction and agent retention. Using speech allows contact center agents to work faster when responding to emails, and chat, handling inbound telephone calls or completing quality assurance reviews.
Contact Center Team Leads & Agent Quotes
"SayIt helps me focus on my customer instead of being distracted by trying to type and capture everything accurately.
"SayIt helps save time. Every second counts."
"SayIt made me more productive, helped me improve my numbers and take more calls."
"I can now hire based on the program requirements, not on typing speed."
"I saved time in my average handle time. I don't have to type the same customer concerns over and over and over. Just one word and done."
"Awesome tool, I love it."
"I love using SayIt."
"Reduce stress, make notes more accurate. I would give SayIt an A+."
"SayIt really helped not only my numbers for the company, but also my health condition. Typing less or not at all worked really well with my arthritis!"
SayIt is designed for the enterprise, focused on improving workflow and efficiencies by allowing contact center agents and managers to use the power of speech to replace the inefficiencies of the keyboard. SayIt works alongside existing contact center applications requiring no integration.
SayIt is easy to deploy. As a cloud-based service, no local IT support is required, or software deployed on agent workstations. SayIt is offered as a per agent, flat-rate, per month service – use as much or as little as you like, with no minimum monthly requirements.
To find out more contact nVoq today:
PCI and SSAE 16 Compliance
nVoq is consistently a leading performer when it comes to compliance. As part of nVoq’s ongoing corporate governance and compliance, nVoq and nVoq’s SayIt service are subject to an annual Payment Card Industry Data Security Standard compliance audit and an annual Statement on Standards of Attestation Engagements No. 15 Type II audit.
Contact Center Partners
Comfort Telecommunications Inc. is one of the largest suppliers of new and reconditioned telephone headsets and telephony products from manufacturers such as Smith Corona, Comfort Aries, Plantronics, GN Netcom/Jabra and Polycom.
Since 1985, Comfort Telecommunications has been a leader in the telephony industry with headsets and accessories for the business and consumer markets.
Comfort recognizes the need to offer high-tech yet affordable headset solutions. In 1996 we introduced our Comfort Aries headset series. Call Center Magazine and Call Center Solutions Magazine both chose the Aries Series as "Products of the Year."
After the success of the Aries series, we continued to advance, and in 2002, Comfort was awarded the exclusive appointment to manufacture all headsets and telephony products by Smith Corona.
Today, Smith Corona is recognized around the world for quality and comfort. The combination of great sound quality and durable, lightweight materials make Smith Corona the headset of choice for today’s technology, and have been endorsed by supervisors in America’s largest call centers.
Comfort Telecommunications, Inc.
To learn more about headsets, USB connections, and other telephony products, or to place an order, click below.
LivePerson is a global leader in cloud-based online engagement solutions, including its award-winning online chat, mobile chat, and targeted content solutions, creating meaningful, real-time connections with digital customers that result in higher conversion rates and superior customer experiences across the customer lifecycle.
LiveEngage is an end-to-end, real-time engagement platform that empowers businesses to intelligently engage customers based on a real-time understanding of their needs. The LiveEngage platform equips businesses with total insight into the behaviors, attitudes and needs of their customers and prospects, and provides the tools to engage their customers and prospects in real time, with the right offer, through the right engagement application.
LiveEngage seamlessly integrates chat, voice, video and content among other capabilities to deliver a compelling multichannel digital experience and drive revenue results for your enterprise.
More About LivePerson
Businesses of all sizes and industries use LivePerson’s sophisticated technology and robust intelligence platform to produce a compelling multi-channel digital experience and measurable business results.
More than 8,500 companies worldwide rely on LivePerson’s platform to increase conversions and improve customer experience, including Hewlett-Packard, IBM, Microsoft, Verizon, Sky, Walt Disney, PNC, QVC and Orbitz.
SayIt is deployed with enterprise companies and outsourcers. Contact center agents who have replaced the inefficiencies of their keyboard with speech have seen significant improvements in their KPIs.
nVoq and Communication Solutions Partner to Improve Chat Agent Productivity
"SayIt significantly improves the chat agents' workflow and time spent in a chat session. Using SayIt, Communication Solutions' chat agents can speak chat responses, find critical information and perform repetitive tasks much faster..."
Read the SayIt Blog
Demystifying Speech Recognition — How it Works
After you have used computer-based speech recognition for a while, it is natural to wonder "How does it work?" When it does something unexpected, you will likely ask "Where did that come from?" In a new white paper titled "Demystifying Speech Recognition," I have identified four key steps describing how speech recognition works in an ideal world. Read More
Contact Center - FAQ
No, if you are using the SayIt audio connector or softphone connector. When the path to SayIt is opened by depressing a preprogrammed key on the keyboard the audio commands are muted from the customer but the agent can always hear the customer. To resume speaking with the customer the agent simply releases the preprogrammed key on the keyboard.