ASIC selects Call Journey in a shortlist of selected vendors to present in Voice Analytics Symposium
Summary
Call Journey, led by CEO Paul Humphrey, presented the power of Conversation Analytics for organisations to better understand, manage and mitigate potential regulatory issues, while also providing valuable insights to address culture and conduct risk concerns. In his interview with the Financial Review in August 2018, Humphrey estimated that banks “recorded 15 million minutes of customer calls in their contact centre each month. But only one percent of this is analysed, and usually only after a problem has been identified.” Having an effective data management and analytics program in place to mine, organise and translate calls into actionable insights provides companies with a flexible platform which can quickly adjust to meet changing reporting and compliance requirements. Call Journey is an established thought-leader in regtech and analytics space because of its years of experience and expertise and its key strategic partnerships with several financial services companies in Australia and across the globe. Using this technology to harness the power of voice data, we’re helping organizations find answers to some of their biggest challenges by delivering insights that directly impact customer experience, business performance, risk management & compliance.