VocaLabs in the News

Awards

Call Center Magazine: Product of the Year 2007
Annual Call Center Exposition 2006: Best in Show
Finance and Commerce: 2004 Innovator of the Year
AVIOS SpeechTEK 2003: Best in Show

Profiles

A more efficient and less expensive alternative to the traditional focus group is the Web-based usability survey that engages hundreds of panelists rather than small groups of people. Participants are invited to join a survey via an e-mail with instructions and a task to complete. After making the call into the application, they’re directed to an online questionnaire to fill out. The survey sample size is statistically significant, and the feedback acquired from each participant is detailed and abundant. Nortel partners with Vocal Laboratories, Inc. (www.vocalabs.com) to provide turnkey usability surveys and has been successfully performing online usability surveys to gauge the performance of speech applications for several years. "Expanding & Improving Upon Traditional Usability Focus Groups with Online Usability Surveys"
by Fran McTernan, Nortel Networks
Speech Technology Magazine, September/October 2005

Just about everyone has an anecdote or two about negative encounters with unresponsive, impersonal customer-service call centers. Vocal Laboratories, dba VocaLabs, an Eden Prairie startup, hopes to make those bad experiences less common, using proprietary technology developed to help companies assess and improve customer-service quality –from the caller’s perspective. "Service Savers"
Minnesota Business, May 2004

Measuring service quality is a big business. For example, many call centers record and monitor calls, or survey callers, but existing techniques suffer from being expensive, slow, labor-intensive, incomplete and statistically meaningless. VocaLabs fills a number of gaps in the existing quality monitoring technology. "F&C names 2004 Innovators of the Year"
Finance & Commerce, August 4th, 2004

Quotes

"You can't force your customers to use the IVR rather than a live agent," says Peter Leppik, CEO of Vocal Laboratories (VocaLabs), an independent evaluator of call centre performance. "You have to seduce them with better service." "Mobile Customer Care: At your self-service"
Total Telecom Magazine, October 2004

"Many companies don't pay enough attention to how well even the English version of their voice-response systems work," said Peter Leppik, CEO of VocaLabs. "Tacking on a Spanish translation as an afterthought to an untested and poorly functioning voice-response system isn’t likely to give good service." "Spanish callers get lost in translation"
Newsday News, August 3rd, 2004