Speech Analytics - The Power of Simplicity
Speech Analytics is a valuable tool for optimizing contact center operations by providing the contact center - and the enterprise - with greater knowledge about what customers are saying and how it impacts the business. With Speech Analytics, contact centers can pinpoint customer satisfaction and performance opportunities by automating the process of “listening” to every call - looking for key words or phrases that may indicate circumstances, issues or trends that require action.
This overview examines the power of Speech Analytics technology to extend resources and expand knowledge. It discusses the two most prevalent approaches to Speech Analytics, explores the preferred architecture for businesses that want to leverage the capabilities on conservative investments, and defines the steps to a successful start out of the gate – as well as a path to build on that success as the benefits of the technology take hold in the business.