Pega snaps up cloud-based, real-time speech analytics solution

Pegasystems has announced its purchase of Qurious.io, provider of a cloud-based real-time speech analytics solution powered by AI for customer service teams. Terms of the deal are not being disclosed.

“While automated chatbots are increasingly more popular with consumers, live service agents are still left to handle the toughest customer problems over the phone,” said Kerim Akgonul, senior vice president, products, Pegasystems. “Qurious.io’s real-time speech analytics proactively helps agents resolve these difficult requests with revenue producing Next-Best Actions. Their cloud-native approach perfectly complements how Pega uses AI across engagement channels, enabling our clients to provide consistently superior customer service from end to end.”

Qurious.io’s SaaS offering uses speech-to-text, natural language processing, and emotion detection capabilities to analyze the dialog within each customer service call as it happens. The software then provides agents with real-time insights and coaching so they can improve customer interactions, make better recommendations, and boost customer loyalty and sales.

The company was founded in 2016 in San Francisco by recent Forbes 30-Under-30 winners Sabrina Atienza, CEO, and George Ramonov, CTO.

Pega plans to add Qurious.io’s capabilities to its software portfolio with an initial focus on Pega Customer Service use cases.

For more information, go to www.pega.com.