Case Study: Vail Systems (Prosodica) unlocks voice data and improves caller experience with Speechmatics

Vail - Customer Case Study

Vail, through its subsidiary Prosodica, needed to unlock the value trapped in large volumes of call recordings to improve contact-center customer experience and reduce costly manual review. To meet this challenge they partnered with Speechmatics, deploying Speechmatics’ any-context speech recognition (using the Global English language pack) as a customer-hosted solution to ensure accurate transcription across dialects and maintain security and compliance.

Speechmatics’ speech-to-text is integrated into the Prosodica analytics platform to automatically transcribe calls and generate searchable, analyzable text, enabling Vail customers to analyze conversations at scale, identify efficiency gains, reduce customer effort, and continuously measure experience without manual listening. The high-accuracy Global English model and customer-hosted deployment from Speechmatics improved transcription reliability across accents while preserving compliance, helping Prosodica and Vail transform operations and customer experience.

Vail