TAMPA, Fla. /Florida Newswire/ — Telovations announced today that TMC, a global, integrated media company, has named VocalQ as a recipient of the 2012 INTERNET TELEPHONY Product of the Year Award. VocalQ measures the context and content of voice communications. Unlike traditional recording and reporting, that measures quantitative and descriptive data, VocalQ also records and alerts on the quality of interactions.
With VocalQ, calls are sampled with call recording and the dialog is benchmarked, measuring things such as customers having to repeat themselves and correct responses to questions can be measured. In addition, the recorded conversations can be compared against customer surveys so supervisors can discover why an interaction went well or went awry. Through this product, a qualitative score on calls can be calculated and the highest scored calls can later be used for customer service training.
Another benefit of VocalQ is the ability to take immediate action on "voice alerts" which allow supervisors to address problems immediately and improve the processes and procedures that directly impact the quality of service provided to customers. Supervisors can identify words and phrases in conversations that are known to be critical, such as "system outage" or "I am down." These phrases can be used to trigger messages to supervisors who can then automatically put additional customer service agents into a queue.
"It is with pleasure that we recognize Telovations with a Product of the Year Award. The editors of INTERNET TELEPHONY have verified that VocalQ displays quality and innovation while providing solutions to real business communications challenges," stated Rich Tehrani, CEO, TMC. "I would like to congratulate the team at Telovations for their commitment to advancing IP communication technologies."
"We are honored to be recognized again by INTERNET TELEPHONY with a Product of the Year Award," said Doug Knight, COO, Telovations. "We strive to provide innovative, business enhancing products and applications to our customers."
Telovations was awarded Product of the Year by INTERNET TELEPHONY in 2011 for Speech Assist.
2012 Product of the Year winners are published in the January/February 2013 issue of INTERNET TELEPHONY magazine. INTERNET TELEPHONY has been the authority in IP communication since 1998(TM).
For more information about TMC, please visit www.tmcnet.com.
For more information about Telovations, please visit www.telovations.com.
About Telovations:
Based in Tampa, Fla., Telovations is a next-generation managed service provider pioneering the delivery of business communications in a Software-as-a-Service model referred to as "Communications-as-a-Service" or CaaS. CaaS from Telovations enables businesses to deploy communications devices and applications on a pay-as-you-go, as-needed basis thus eliminating the need for capital investment and ongoing overhead. Offering the latest communications technology coupled with a Quality of Service guarantee, Telovations provides businesses both flexibility and scalability that they might not otherwise afford. Telovations' services offer a compelling alternative to traditional telecommunication services. For additional information about Telovations' communication and collaboration solutions please visit www.telovations.com or call 1-877-934-6668.
About INTERNET TELEPHONY magazine:
INTERNET TELEPHONY has been the IP Communications Authority since 1998(TM). Beginning with the first issue, INTERNET TELEPHONY magazine has been providing unbiased views of the complicated converged communications space. For more information, please visit www.itmag.com. Follow INTERNET TELEPHONY magazine on Twitter or join our Linked In group. Subscribe or visit www.itmag.com.
About TMC:
TMC is a global, integrated media company that helps clients build communities in print, in person and online. TMC publishes multiple magazines including CUSTOMER, INTERNET TELEPHONY, M2M Evolution and Cloud Computing. TMCnet is read by as many as 1.5 million unique visitors each month, and is the leading source of news and articles for the communications and technology industries. TMC is also the producer of ITEXPO, the world's leading B2B communications event, as well as industry events: M2M Evolution; Cloud4SMB Expo; DevCon5; HTML5 Summit; Super Wi-Fi Summit, CVx; AstriCon; StartupCamp; MSPWorld and more. Visit TMC Events for a complete listing and further information.
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