Case Study: Vail achieves improved caller experiences and actionable voice insights with Speechmatics

Vail - Customer Case Study

Vail (through its Prosodica business) faced the challenge of unlocking value from large volumes of recorded customer calls to improve caller experiences and contact-centre performance. To address this, Prosodica partnered with Speechmatics and deployed the Speechmatics any-context speech recognition — including the Global English language pack — via a customer-hosted Speechmatics product to ensure accuracy, security and compliance.

Speechmatics’ speech-to-text was integrated into the Prosodica analytics platform to convert calls into searchable text and generate voice-based insights at scale, reducing the need for manual call review and enabling continuous measurement of customer experience. The integration delivered higher recognition accuracy across dialects and accents, helped identify opportunities to reduce customer effort and improve efficiency, and empowered Vail/Prosodica to transform operations and caller experiences.

Vail