Trends Report

Brief: Three Key Practices To Succeed With Speech Analytics

Use These Methods To Improve Vendor Selection, Drive Quicker ROI, And Organize For A Successful Program

February 17th, 2016
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
With contributors:
Stephen Powers , Danielle Jessee , Kevin Driscoll , Peter Harrison

Summary

Instead of letting old recordings of customer service calls sit in a dusty vault, many enterprises have started to investigate speech analytics tools that promise to turn those recordings into operational insight gold. But crafting a speech analytics program that drives improved customer experiences and operational efficiency takes much planning and new, flexible organizational structures. This report provides three best practices to help application development and delivery (AD&D) pros find a vendor and turn speech analytics into a customer obsession tool.

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