Back to the Future: What’s Driving the Growing Demand for Advanced Speech Analytics?

Despite the increasing number of digital channels, consumers crave human touch in communication. This is precisely what’s driving the growing demand for speech analytics solutions. 49% of respondents in a survey of 500 contact center firms with revenue of over USD 50 million had already deployed speech analytics solutions.  Enterprises and companies of all sizes appreciate Speech Analytics solutions as calls coming into the contact center do not always follow a linear path. Depending on the nature of the issue and the caller, it can change directions, resulting in an unorganized audio track…Read more »

The Promise of Speech Analytics: A Real Time Game Changer for Call Center Operations

You’ve heard statistics like these before - it takes 12 positive experiences to make up for one negative experience; news of bad customers reaches twice as many ears as praise for good service; it is 6-7 times more expensive to acquire a new customer than it is to keep one. It’s clear that with customers calling the shots, contact centers will need to evolve from support centers to customer experience centers or face the risk of extinction. So, how can businesses deliver superior customer experience and engagement? To start with, they need deep…Read more »