AVID Voice ID for CRM logging Phone-Ups

[Jeff Kershner]

I have a feeling this isn't going to go as smooth I would like it.

Starting next week we are going to implement Voice ID for Elead CRM - integration through AVID Technology. AVID will receive a snippet of everyones recorded voice for Voice ID - determining who took the phone-up by recognizing that users voice and then assigning the phone-up to that particular sales rep inside of eLead CRM.

Anyone else daring to get into this FUN MESS?

I have a feeling this is only going to cause more work and chaos. Though I HOPE I'm wrong.

 

[DrewAment]

Its actually a great concept - as the old way of "please enter your PIN" at the end of the call was fraught with problems, mainly salespeople forgetting to enter their PIN/Code.

I think the real pain is going to be the logic for a new event/lead vs matching it to an old one. Like, do all calls from same caller ID match and event/lead? For how long? Does it match to unclosed/lost events? Or also to closed/sold events?

 

[monik]

I'd be very curious about the error rates. A phone call's audio is 8kHz whereas the music you play on any device these days is 44kHz so there is a big difference in quality.

Even diarization - a process of determining who spoke what on a phone call has error rates of over 50% so I wouldn't hold my breath.

 

[Winnehe]

We switched to a cloud call center setup a few months ago, and it’s been way easier to manage call tracking and team performance. Voice ID fits right in since every call’s already being logged and recorded in one place. Way less manual stuff for the team, and follow-ups are cleaner since we know who talked to who without guessing.