Search the Web Using Your Voice
Business Value of speech analytics
Competitive advantage often depends on anticipating market needs faster and more visibly than your competitors. And nothing can tell you more about your business than the voice of your customers. Speech Analytics provides advanced functionality that can help you glean valuable intelligence from thousands — even millions — of customer calls, so you can take action quickly. Although your contact center records customer conversations, the sheer number of recordings can easily exceed your ability to review and analyze them. But Speech Analytics solution can mine recorded customer interactions to surface the intelligence essential for building effective cost containment and customer service strategies. Used in combination with other Workforce Optimization suite components like Quality Monitoring, Recording solution & Scorecards Speech Analytics can help you pinpoint cost drivers, trends, and opportunities, identify strengths and weaknesses with processes and products, and understand how your offerings are perceived by the marketplace. With Speech Analytics, you can turn captured interactions into actionable intelligence for your entire enterprise.