Avaya automatically submits voicemails to SpinVox's Voice Message Conversion System, which converts speech into text via machine, rather than relying on human transcription. Once the message is transcribed -- the process typically takes two to five minutes -- SpinVox sends the message to the employee's e-mail address along with an optional audio file. The service can convert voicemail to text message and multiple document types as well as e-mail.
Since they're now in text form, messages can be easily saved and searched, turning old voicemail messages into a potentially valuable piece of content. Names, numbers and details that might have required playback of a message to remember or that are difficult to catch and write down the first time around now get automatically transcribed. And since the messages are both in e-mails and part of Avaya's unified communications software, employees can click to either respond via e-mail or call the sender back. Employees control how they want to receive their messages: as a daily batch, or as they come in.
But converted voice mails could be used for more than just employee reference because text is much easier than audio to integrate with other business processes. "A unified communications platform can really enhance SpinVox and provide deeper functionality," Todd Woodstra, SpinVox's Vp of unified communications and emerging markets, said in an interview.
For example, phone survey results could be automatically compiled, saved and analyzed. Voicemail audio and text could prove a godsend during e-discovery or in the event of a compliance audit where record retention rules apply. Calls coming into contact centers could be routed or escalated based on keyword searches, similar to how today's IVR systems work, but in this case, calls coming in after closing hours could be automatically routed and returned by the appropriate agent in the morning.
Though Woodstra is confident of SpinVox's accuracy -- once-difficult numbers, money and dates are improving rapidly in accuracy, he said -- speech-to-text remains an imperfect art. SpinVox continues to build a library that includes things like grammar rules, proper names and anticipated caller behavior patterns.