Brief: Real-Time Speech Analytics — Still More Sizzle Than Steak

Most customer service organizations record phone interactions with their customers. If they get around to analyzing those recordings, whatever they find can't change the outcome of those calls — they are long since over. Vendors of real-time speech analytics tools promise to allow companies to intervene at the moment of truth, while the customer and the contact center agent are still talking. This brief discusses the hurdles application development and delivery (AD&D) pros will need to overcome to justify the expenditure on this technology and the steps they will need to take to prepare for a world of alerts generated in real-time based on customer conversations.