Customer Testimonials and Press Mentions

"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

"Cellular South switched to VocaLabs' Express Feedback for satisfaction surveys in our call center in order to get real-time feedback on the metrics most important to our business. The robust reports let us clearly determine how we can improve our customer service levels in specific areas and take action in a timely way."Jeff Richardson
Director of Customer Contact Operations
Cellular South

"VocaLabs studies provide information that is practical and can be immediately applied to application design that improves ROI and the caller experience. Furnished with our study on name and address capture, we made measurable improvements to our solution that increased task completion rates and call consistency. As a result, we doubled the number of clients using the name and address capture solution in the last year."Lock Dethero
Director, Business Development
TargusINFO

"BeVocal is in the business of delivering speech recognition solutions to enterprises to increase their customer care automation rate and user satisfaction. Monitoring these performance metrics is critical in allowing us to continuously improve on the results we deliver to our clients. VocaLabs has enabled BeVocal to provide our clients with an objective, timely and independent assessment of how our call center speech solutions are performing."Michael Ang
Director, Application Products
BeVocal, Inc.

"Traditionally, Call Center managers have many ways to measure the efficiency of their operations. Measuring customer opinions of the quality of their calling experience can seem very 'squishy', so usability often takes a back seat. I've used the rapid assessment and large-scale testing methodologies from VocaLabs routinely as part of a regular self-service project development lifecycle to test and tune applications. These methods not only tell you how your project is doing but, more important, give a road map to significantly enhance caller satisfaction. This testing process gave my customers the confidence they needed to go into production."Richard Sachs
Senior Voice User Interface Consultant
Voice Advantage

"VocaLabs took most of the setup and planning work out of organizing and running a usability study. Setting up the study was easy and efficient, and it was great to be able to have all the data within an hour of running the study. It helped us tremendously to identify and implement the necessary changes to have a successful system." Silke Witt-Ehsani
Manager of VUI and Speech Application Design
TuVox