Spy software used in call centers

Oct 18, 2006

Forrester Research of Cambridge, Mass., said sales of "emotion detection" technology to corporate call centers has reached $400 million annually.

Forrester said sales are still growing for the systems and a related technology known as "speech analytics," The Washington Post reported Wednesday.

The technologies, which were originally developed for eavesdropping, have been employed by customer service agents to get a better idea of customers' moods.

Donna Fluss, principal with DMG Consulting LLC in West Orange, N.J., said emotion detection, which tracks volume and pitch, grew out of voice verification technology.

Fluss said both emotion detection and speech analytics use recorded and transcribed conversations to sort them by searchable words and phrases.

Health insurer Wisconsin Physicians Service, for example, uses the technology to scan automated phone calls for "Medicare" and "confused" to find calls from seniors with Medicare questions.

Roger Woolley, vice president of marketing for speech analytic software seller eTalk, of Irving, Texas, said subtler systems are used to identify when an angry customer is preparing to cancel services.

Copyright 2006 by United Press International

Explore further: Facebook's Internet.org expands in Zambia

add to favorites email to friend print save as pdf

Related Stories

JIBO robot could become part of the family

Jul 17, 2014

JIBO, measuring at about 11 inches tall and weighing approximately 6 pounds, is a robotic device designed for people to use as a companion and helper at home. , The team behind JIBO aims to bring it to market ...

Engineering solutions to society's problems

May 02, 2014

Can engineering help people live better lives? Can it help to preserve our most deeply held values? University of Kentucky researcher Samson Cheung thinks so. He researches how technology can be used to help people in very ...

Recommended for you

Researchers jailbreak iOS 7.1.2

15 hours ago

Security researchers at the Georgia Tech Information Security Center (GTISC) have discovered a way to jailbreak current generation Apple iOS devices (e.g., iPhones and iPads) running the latest iOS software.

Smartphones as a health tool for older adults

15 hours ago

A team of researchers from the Universitat Politècnica de Catalunya · BarcelonaTech (UPC) and the Universitat Autònoma de Barcelona (UAB) is creating a smartphone app that will help older adults to understand ...

Can you trust that app?

16 hours ago

You're on your smartphone, browsing through Facebook. In a fit of productivity, you search for, say, a project management app to help you use your non-Instagram and cat video time more effectively. You download ...

Facebook's Internet.org expands in Zambia

Jul 31, 2014

(AP)—Facebook's Internet.org project is taking another step toward its goal of bringing the Internet to people who are not yet online with an app launching Thursday in Zambia.

Body by smartphone

Jul 30, 2014

We love our smartphones. Since they marched out of the corporate world and into the hands of consumers about 10 years ago, we've relied more and more on our iPhone and Android devices to organize our schedules, ...

User comments : 0