Understanding the Benefits of Speech Analytics Solutions
Presented by Ri Pierce-Grove, Datamonitor Analyst
On Demand: Available October
Today, over 85% of the traffic into a contact center is over the phone; when customers initiate open-ended contact, the phone is the medium they choose. It is therefore critical that companies be able to assess valuable information contained within those phone calls. Keeping track of what customers are telling the organization and what agents are saying in response-or to put it another way, business intelligence and quality monitoring-is a time-consuming challenge, but a necessary one.
Speech analytics, which is designed to help with both these issues, should therefore be a welcome technology that enables businesses to obtain valuable information from their recorded voice conversations. During this webcast, you'll hear from Datamonitor industry analyst, Ri Pierce-Grove, who will discuss the key drivers for uptake in speech analytics solutions.