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For Customer Experience Professionals

Criteria For Evaluating Speech Analytics

Vendor Selection And Key Benefits For Customer Insight

August 5, 2008


  • By Elizabeth Herrell
  • with Rachel A. Dines,
  • Robert Whiteley III,
  • Ben Echols,
  • Christian Kane

Why Read This Report

Speech analytics is becoming an important business tool that allows organizations to mine customers' conversations and better understand their attitudes and needs. Improved audio mining technology enables you to respond quickly to your customers and gather valuable business intelligence. Customer conversations during contact center calls, conference calls, or face-to-face meetings consist of unstructured data that's difficult to sort and analyze. Speech analytics solutions search and categorize customer voice interactions and analyze key words or phrases to help you build strategies around your customers' key issues and behaviors. Additionally, speech analytics supports business decisions like documenting your customers' reactions to new products and services. To optimize speech analytics results, share the analysis of customer data across lines of business, so that sales, service, and marketing departments can hear customers' statements and make informed business decisions.

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