Sykes Enterprises and Voci Technologies Announce Strategic Partnership

Sykes Enterprises and Voci Technologies Announce Strategic Partnership

Best-in-class Speech-to-Text (STT) Technologies Combined with Expertise in People and Analytical Technologies to Shape the Future of the Contact Center

PITTSBURGH, Pa., January 2021 – Voci Technologies, a market leader of automated speech recognition technologies, and Sykes Enterprises, a leading provider of global customer engagement services, multichannel demand generation, and digital transformation today announced a strategic, global partnership to accelerate innovation in the contact center through leading-edge Direct-to-Transcript (DtT) technologies that can rapidly transcribe service call audio in real time and post call.  

“The speed, accuracy, security, and flexibility of the Voci Speech-to-Text (STT) technologies is a perfect complement and enhancement to further empower our agents to effectively meet the needs of our customers with speed and care,” said Dave Pearson, Chief Information Officer at SYKES. “This exciting partnership will allow us to quickly integrate proven AI solutions that continue to amplify our commitment to leveraging innovative technologies that drive employee and customer satisfaction.”

Voci Technologies’ enterprise Speech-to-Text technology stands apart for its lightning-fast speed, best-in-class accuracy, and completeness of data provided, and for its open, easy to use, and flexible architecture.

Voci’s Direct-to-Transcript (DtT) technology integrates seamlessly and directly into call center telephony systems, and it immediately captures and transcribes call audio, while also capturing associated metadata — a process that is critical for deep analytics.

"SYKES is well known for providing exceptional customer experiences that optimize all phases of the customer journey,” said Michael Coney, GM and SVP of Voci Technologies. “Coupled with Voci’s technology, this partnership provides uninhibited access to audio, better transcription accuracy, and full control of storage costs for contact centers.”

 About Voci Technologies

Pittsburgh-based Voci Technologies combines artificial intelligence (AI) and deep learning algorithms to deliver the best-in-class enterprise speech transcription platform. Voci’s innovative technology enables developers to build software solutions that extract actionable intelligence from voice data to improve customer experience, operational efficiency, and compliance requirements. Voci’s open platform gives its customers and partners the freedom to choose the deployment methods and integration solutions that best meet their business needs.

About Sykes Enterprises, Inc.

Sykes Enterprises, Incorporated is a leading provider of multichannel demand generation and customer engagement services for Global 2000 companies and their end customers. SYKES’ differentiated full lifecycle solutions and services — digital marketing, sales expertise, customer service, technical support and more through multichannel delivery platforms — effectively engage customers at every touchpoint of the customer journey. Our complete service offering helps clients acquire, retain and increase the lifetime value of their customer relationships through cost-effective solutions that enhance the customer service experience, promote stronger brand loyalty, and foster high levels of performance and profitability.