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Customer management consultancy, Ember Services, has partnered with communications capture, storage and analysis provider, Cognia, to deliver its comprehensive Managed Analytics service via the cloud.

Cognia’s global cloud communications intelligence platform transforms the cost and ease with which organisations can capture, store and analyse voice and multi-channel communications made from any location on any device. It is already used by one hundred financial institutions and some of the world’s largest mobile network operators to monitor and analyse voice interactions for compliance and risk management purposes.

Ember’s Managed Analytics Service, which is used in contact centre environments across multiple industries and the public sector to provide actionable insights that drive operational efficiency and customer experience, will now be deployed via the Cognia Cloud Platform. “This will allow us to deliver second-generation analytics capability,” says David Naylor, Ember’s Head of Analytics. “The Cognia platform’s global footprint will allow us to deploy across all geographies seamlessly, monitoring interactions and providing insights to our clients in near real-time. In addition, the highly secure nature of the platform, developed originally for the rigorous financial services sector, will allow us to operate in transactional environments where PCI compliance is pre-requisite, and to provide absolute security for our clients’ valuable data.”

Cognia, meanwhile, will supplement its cloud platform’s analytics capability with Ember’s consultative and interpretive analytical skills. By doing so it will enable financial institutions to plan and implement effective analytics strategies that drive continuous improvement. At the same time, the partnership will allow Cognia to extend the use of its platform across other industry sectors, where speech analytics can be applied for reasons of compliance, risk management or operational improvement.

“The combination of Cognia’s cloud communications intelligence platform and Ember’s consultative capability creates a highly flexible managed analytics service that organisations can access on a pay-as-you-go basis, considerably reducing the total cost of ownership level, which has hampered the adoption of speech analytics to date,” says Cognia’s Chief Commercial Officer, Ian Hook. “Ember and Cognia’s partnership is based on a common commitment to making speech analytics affordable, effective and universally available via the cloud.”

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