Voice Analytics Provider i2x Enters U.S. Market

i2x, a European provider of automated real-time communication analysis and coaching, is expanding into the U.S. market.

Built on a fit-for-purpose automated speech recognition engine, the i2x platform evaluates complex speech parameters in real time to determine the dynamics of customer conversations. This includes customizable words and phrases, pauses, rate of speech, and speech-to-listen ratio. i2x analyzes sales and service team calls and identifies which approach works best for specific customer or prospect groups. Data-driven best practices are automatically shared with all team members.

"I'm thrilled to be joining the i2x team as we help sales and customer service teams navigate their transition into the era of automation," said Mike Allen, vice president of North America at i2x, in a statement. "Every business is now a service business. Customers today have more choices in product or solution and in purchase channel, which means they are more in tune to level of service in their research and purchase decisions. For brands to deliver on the experience promise, sales and support teams need access to real-time data and analytics to quickly assess, learn, and improve. i2x established leadership in Europe at lightning speed, and I’m excited to expose more U.S. brands to the future of conversion where AI augments, rather than replaces, the human touchpoint."

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