Business Value of speech analytics

Competitive advantage often depends on anticipating market needs faster and more visibly than your competitors. And nothing can tell you more about your business than the voice of your customers. Speech Analytics provides advanced functionality that can help you glean valuable intelligence from thousands — even millions — of customer calls, so you can take action quickly. Although your contact center records customer conversations, the sheer number of recordings can easily exceed your ability to review and analyze them. But Speech Analytics solution can mine recorded customer interactions to surface the intelligence essential for building effective cost containment and customer service strategies. Used in combination with other Workforce Optimization suite components like Quality Monitoring, Recording solution & Scorecards Speech Analytics can help you pinpoint cost drivers, trends, and opportunities, identify strengths and weaknesses with processes and products, and understand how your offerings are perceived by the marketplace. With Speech Analytics, you can turn captured interactions into actionable intelligence for your entire enterprise.

Speech Analytics is designed with the business user in mind. Usually it can provide automated trend analysis to show what’s happening in your contact center. The solution can isolate the words and phrases used most frequently within a given time period, as well as indicate whether usage is trending up or down. This information makes it easy for supervisors, analysts, and others in your organization to spot changes in consumer behavior and take action to reduce call volumes — and increase customer satisfaction.