Capturing the opinions and impressions of customers via speech analytics, text mining, CRM systems and other solutions is an emerging discipline which may become a foundation of next generation of corporate market research programs. Leading edge companies are considering solutions that identify, in real time, their market position, customer opinions, competitors’ activities and product feedback.
Customer contact analytics provides contact centers with a foundation to continue aggressively evolving their corporate role by establishing binding relationships with other major departments. Not only that, if incorporated thoroughly into day-to-day business processes, productivity gains will more than justify the required investment and operating costs. Contact center management groups should examine the value of contact analytics not just in terms of narrowly focused productivity gains, but as an important component in evolving the strategic value of their corporate role. This is not an opportunity to be lost." Request this paper.
With the prevalence of Voice over IP (VoIP) growing in contact centers domestic and abroad, call recording can be deployed more affordably and broadly across any business. The latest call recording products work easily with VoIP interfaces on legacy switches, ACDs and SIP trunking to monitor home agents, remote contact centers and primary contact centers alike.
Speech analytics, especially when linked to metadata from CRM systems, can be transformational. It can help drive improvements in corporate performance (increased revenues, reduced cost of operations and consequent profitability) through its ability to provide unique insights into customer experience and life cycle, thus leading to improved customer satisfaction, better business processes and increased sales closures.
However, in order to achieve these visions one must start on the step-by-step path followed by all new technologies: defining the first project, implementing the technology and achieving user adoption. In order to embark on this path, it is important to understand how speech analytics works, in order to be cautious about its inherent dangers, in this case, of speech analytics.
