IT Brief New Zealand logo
Technology news for New Zealand's largest enterprises
Story image

Q&A: Nemesysco explores the future of voice analytics

By Sara Barker
Fri 20 Aug 2021

A voice can tell you a lot about a person and their emotional state. For example, in business, it can be the difference in telling whether an employee is confident and motivated or whether they are stressed or unhappy. Nemesysco is a company exploring the possibility of voice analytics and how it can support employee wellness. We chatted to Nemesysco's director of HR solutions, Lior Doron, to find out more.

Could we begin with a broad definition of voice analytics - what does this mean in general terms?

When we speak, we are communicating and expressing and experiencing a range of emotions. Some of these emotions are obvious, while many are hidden and, at times, even to ourselves. All of these emotions that we experience when speaking, whether visible to others, cause uncontrolled changes to our voice. These uncontrolled changes contain a wealth of information about our characteristics and intentions.

Voice analytics, from our experience, is the process of revealing the genuine emotions of people and the truth behind their spoken words. This is actually how our Layered Voice Analysis technology works. By revealing a speaker's genuine emotions, our technology served as a bridge between voice and expected behaviour to deliver actionable information for better decision making. 

We are making progress on the possibilities of voice analytics applications for human resources, particularly for remote employee wellness monitoring. 

Knowing your employees better is one of the key advantages that voice analytics can deliver to employers. As the pandemic drags on, the need to efficiently monitor employees' wellbeing and other work metrics is growing by the day. 

Voice analytics for monitoring employees should not be considered a Big Brother thing but rather an essential tool for organisations to better engage with their employees and better understand the well-being of those forced to work from home. For example, our technology can tell if an employee is frustrated or at risk of burnout and track changes over time, such as identifying staff members with increasing levels of stress or decreasing levels of motivation.

What are some of the key findings? 

The feedback we receive from our customers in the HR sector is that since the start of the COVID-19 outbreak, employees were initially experiencing high levels of stress and frustration. 

Many of the organisations using our voice analytics technology for their HR purposes also reported that employees who tell their managers that they have adjusted to working remotely and claim to be comfortable working from home are actually experiencing the highest levels of fatigue and lack of motivation. 

The main challenge HR teams and managers are facing today is decreasing productivity. To no surprise, this is especially true for the employees forced to work from home over an extended period of time. 

How are organisations adapting their wellness policies to support staff?

Since the outbreak of COVID-19 and work-from-home mandates, many organisations have significantly expanded their employee wellness programs. We see this especially among large corporations and government organisations. 

For example, many organisations are helping their employees better organise their workspaces at home and remove distractions. We also see that many organizations are helping their employees build daily routines and prioritise their schedules. This support is very important, especially for employees that are struggling to adjust to working from home.

Today, many companies are improving the wellness of their employees by offering their employees mindfulness courses or online activities with the objective of creating connections and shared laughter. 

Voice analytics can also be applied to the recruitment process to understand more about candidates, including their emotional responses and even if they are being honest during interviews. 

Interviews require candidates to present their best selves (no matter whether they are presenting in person or remotely) - they are often not “themselves”, and they are stressed and nervous. 

Could voice analytics be providing recruiters with too much information about a candidate’s psychological state? If yes, why and if not, why not?

Our voice analytics technology provides a comprehensive emotional map with a full landscape of characteristics and a lot of additional data. This wide bank of information is used differently in each application of the technology and even by each user.

For instance, recruiters will use our technology to filter through large volumes of candidates and highlight those with the most compatible set of characteristics, such as ambition, creativity, honesty and trustworthiness. 

Hiring managers will leverage our technology to analyse candidates based on the specific job functions that are being filled. An example here would be looking for high levels of trust and honesty for a position that requires accessing sensitive customer information. Another example could be looking for leadership and motivational qualities in candidates for managerial positions. 

Our technology can also be used for a deeper analysis of candidates that are being considered for promotions based on organisation objectives or for exit interviews with employees leaving the company. For these exit interviews, the company can assess the intentions and feelings of an employee that has accepted an offer to work for another company in the same space. 

 One of our partners mentioned that it is conducting proof-of-concept voice analytics trials for governments and enterprises. 

How could these technologies be used within government - is this purely for recruitment or are there other applications?

There are currently three ongoing projects that have passed the proof of concept stage and are now full-scale deployments with several government entities around the globe. The application of our voice analytics technology for the HR vertical can be applied to every step of the employment cycle from initial recruiting to ongoing engagement to retirement.

We also offer applications for many other verticals. One example is the call centre space where our technology is being widely used to improve customer service, sales and agent performance. Our technology also has a strong application for risk assessment and fraud detection and prevention for banks and other financial service companies. 

Healthcare professionals are using our technology to monitor for signs of depression and other mental health issues. In this space, we have a project that we are very proud of where our technology is embedded in robots that are being used to assist the elderly who live alone. 

Finally, what’s ahead for the future of HR and voice analytics?

Remote working is definitely here to stay. The same can be said for the remote hiring practices that have expanded over the past year or two. This movement towards a centralised work environment actually started well before COVID-19. 

Going forward, in many organisations we expect there will be less direct interaction between staff and their managers. This will certainly happen in many sectors when travel restrictions are eventually eased and vendors can begin meeting with their customers again in person. 

With this in mind, the need for voice analytics and the intelligence we provide to better understand people and their motivations and how to better support to succeed will continue to grow.

Voice analytics is currently becoming a standard part of the hiring process. This is especially true for remote hiring and the need for this will continue to grow as the dynamics between managers and staff continue to evolve.

Many of the personal dynamics of face-to-face interactions have disappeared over Zoom. Body language and elements of professionalism, for instance, are difficult to pick up in Zoom interactions. However, genuine emotion detection enabled by voice analytics can fill this gap. This is important for both sides, especially those managers and staff members who do not present well over Zoom. 

As for the future of voice analytics in HR, we foresee that more and more businesses and organisations will be using the technology as an integral part of their ongoing employee engagement practices. As a result, voice analytics in HR will contribute to a more productive work environment for the benefit of both employers and employees. 

Lior Doron is the director of human resource solutions at Nemesysco. She is responsible for the company’s product development strategy and solution delivery management in the human resources vertical market.

Related stories
Top stories
Story image
Amazon Web Services / AWS
Zscaler, AWS accelerate onramp to the cloud with zero trust
Zscaler has announced an extension to its relationship with Amazon Web Services, as well as innovations built on Zscaler's Zero Trust architecture.
Story image
Aqua Security, CIS create software supply chain security guide
Aqua Securityand the Center for Internet Security have together released the industry’s first formal guidelines for software supply chain security.
Story image
Threat actors ramp up their social engineering attacks
As people get better at identifying potential threats in their inbox, threat actors must evolve their methods. Their new M.O? Social engineering.
Story image
Commerce Commission
ComCom puts electronics sector on notice over resale price maintenance
The Commerce Commission has concluded an investigation into allegations that television manufacturers were engaging in illegal resale price maintenance.
Story image
Schneider Electric ups the ante on sustainability strategy
"We've made some progress but to avoid a major energy challenge, all data centres - including distributed edge data centres - must be more sustainable."
Story image
Corpay partners with supply chain platform PracBiz Exchange
Corpay's new partnership with PracBiz’s allows more than 4000 B2B suppliers on the latter's platform to use Corpay's global payments services.
Story image
VMware wins Google Cloud partner award for infrastructure modernisation
The cloud computing and virtualisation company was recognised for its achievements as part of the Google Cloud ecosystem.
Story image
Significant security concerns resulting from open source software ubiquity
"The risk is real, and the industry must work closely together in order to move away from poor open source or software supply chain security practices."
Story image
Disaster Recovery
Eaton provides business continuity with disaster avoidance application
Many SMBs often struggle with problems relating to UPS and IT assets due to the sheer amount of time and resources required to run effectively. 
Story image
F5 Networks
Telstra, F5 team up to bolster services and solutions
“This partnership demonstrates our ongoing investment into APAC as we continue delivering high value services and solutions to our partners and customers."
Story image
Jamf updates healthcare IT to protect data on Apple devices
Jamf has rolled out new functionality to help healthcare and IT teams protect patient data and streamline clinical access for their Apple fleet.
Story image
Dark web
Cybercrime in Aotearoa: How does New Zealand law define it?
‘Cybercrime’ is a term we hear all the time, but what exactly is it, and how does New Zealand define it in legal terms?
Story image
The best ways to attract young talent during labour shortages
New research from Citrix reveals hybrid working and ventures into the metaverse are top of mind for Gen Z workers.
Story image
Secure access service edge / SASE
Cloudflare adds new capabilities to zero trust SASE platform
New features for Cloudflare One include email security protection, data loss prevention tools, cloud access security broker, and private network discovery.
Story image
Robotic Process Automation / RPA
rapidMATION helps Coates achieve success with landmark RPA solution
A strong Robotic Process Automation solution (RPA) can help solve many complex issues that businesses face daily. 
Story image
Ready for anything with the PagerDuty Operations Cloud
In a world of digital everything, teams face increasing complexity. Ever-growing dependencies across systems and processes put customer and employee experience, not to mention revenue, at risk.
Story image
DigiCert acquires DNS Made Easy and affiliated brands
Greg Clark comments, says, "This combination enhances the security of certificate validation and enables the automation of future validations."
Story image
Varonis strengthens security capabilities for AWS and S3
Varonis has strengthened and expanded its cloud and security capabilities, with a critical aim of improving safety and boosting data visibility in Amazon Simple Storage Service (S3).
Story image
Lenovo announces launch of Retail Solutions portfolio in A/NZ
Lenovo has announced the launch of its Lenovo Retail Solutions portfolio across the A/NZ region, which they say will help retailers transform their business and face future retail demands.
Story image
Open source
DataStax secures US$115 million to fund database expansion
DataStax has secured US$115 million in funding, which it will use to develop and expand its Astra DB multi-cloud database and Astra Streaming service globally.
Story image
The rise of digital gifting in the workplace
The name itself does most of the explaining; it’s a gift you receive virtually. But a misconception about digital gifts is that they need to be redeemed virtually as well. 
Story image
Artificial Intelligence
Salesforce harnesses automated solutions with new developments
Salesforce has launched Sales Cloud Unlimited, a new feature to help accelerate productivity with AI and automation.
Story image
Contact Centre
Customer service agents don't want to return to contact centres
A new report has revealed that 85% of customer service agents want to work full-time at home and not return to contact centre offices.
Story image
Digital Transformation
Cybersecurity priorities for digital leaders navigating digital transformation
In recent years, Asia-Pacific has especially been a hotspot for cyberattacks, and as we continue into 2022, it’s evident that the problem is becoming more significant.
Story image
IT and security team collaboration crucial to data security
Many IT and security decision makers are not collaborating as effectively as possible to address growing cyber threats.
Story image
Sealord partners with Infor to improve sustainability
Sealord has chosen Infor as a strategic partner to implement an operational cloud-based platform that provides day-one functionality and sustainability gains.
Story image
Orbital Insight
Orbital Insight solution set to drive better data-driven decisions
The company says the new Site Intelligence solution will provide granular visibility, behaviour analytics and deep insights about customers and competitors at any location. 
Story image
Canstar finds Flick Electric NZ’s favourite provider
Canstar’s annual research to find New Zealand’s favourite electricity provider reveals Flick Electric has come out on top.
Story image
Video: 10 Minute IT Jams - An update from Tricentis
Tricentis provides software testing automation, and software quality assurance products for enterprise software.
Story image
Ingram Micro launches vendor-backed security program
Ingram Micro has unveiled a new program intended to give resellers the effective offerings their customers need to stay safe in the evolving threat landscape.
Story image
Hybrid workforce
Why hybrid working is here to stay and how to ace it
Citrix's new report reveals hybrid workers are more productive and engaged at work than their office and completely remote counterparts.
Story image
Digital Transformation
Apptio adds portfolio enhancements to promote digital strategy
"While digitalisation creates opportunities, it also makes budgeting far more complex, leading many companies to waste substantial funds."
Story image
Why is NZ lagging behind the world in cybersecurity?
A recent report by TUANZ has revealed that we are ranked 56th in the world when it comes to cybersecurity - a look into why we're so behind and what needs to be done.
Story image
Employers look to hire inexperienced coders due to skills shortage
"Even inexperienced workers without prior qualifications or experience had managed to pivot to new roles in coding as long as they are willing to upskill."
Story image
Volpara, Microsoft project to detect cardiovascular issues
Volpara Health Technologies is working with Microsoft on a research and development project to speed up creating a product that detects and quantifies breast arterial calcifications (BACs).
Story image
Hundreds arrested, millions seized in global INTERPOL investigation
A two-month-long investigation by INTERPOL this year involved 76 countries and clamped down on organised crime groups behind telecommunications and social engineering scams.
Story image
Industry-first comprehensive risk-based API security enhances protection
Application Programming Interfaces (APIs) have become a crucial part of operating web and mobile application businesses and are causing significant economic growth in the digital sector.
Story image
Network Security
Netskope announces zero trust network access updates
Customers can now apply zero trust principles across a range of hybrid work security needs, including SaaS, IaaS, private applications, and endpoint devices.
Story image
Market growth
Salesforce unveils new offerings for consumer goods companies
Salesforce has announced new products for consumer goods companies to help brands navigate increasing market complexity more easily.
Story image
Microsoft expands APAC Enabler Mentorship Program
"Mentors are the key to success for every professional. A good mentor is a coach, a guide, as well as a vocal advocate."
Story image
Airwallex, Xero extend partnership with easier invoice payments
Airwallex has extended its long-term partnership with Xero by releasing a new payment link integration for Xero invoices that will make receiving them easier and faster for Australian businesses.
Story image
How a single mandate changed software development forever
There’s conjecture about exactly when it was issued and by whom, but a mandate made twenty years ago is continuing to shape the software development process today.
Story image
How TruSens air purifiers can create healthier workspaces
The pandemic has heightened our awareness of our own and others’ health, and made us all much more conscious of the environments we work in.
Story image
Consumers want personalisation, but don't trust brands with their data
Customers expect personalisation during every brand interaction but they don't trust brands to keep their personal data secure and to use it responsibly.