Top 5 Ways Speech Analytics Is Helping Banks Offer Better Customer Service

Speech Analytics is crucial for businesses like banking where customer service is of utmost importance for driving better results. The latest iteration of Speech Analytics is poised to enhance the value and performance of customer interactions across the banking sector. Here’s a quick insight into how this technology has been helping the banking industry derive better business insights from customer interactions. Sentiment Analysis Sentiment analysis is a critical aspect of customer experience management as it provides insight into the emotion that is hidden behind the customers’ words. It analyses whether an expression is…Read more »

Factors Leading to Increased Adoption of Speech Analytics

Speech Recognition technology sounds attractive as it is a step forward to automated voice processes. Whether that is partly or fully as yet, voice automation is a technology journey that has made harnessing speech data much easier than in previous decades. Multiple industries are looking for efficient ways to mine data from voice processes, as they generate millions of bytes, which should not be left untouched. A way to get ahead is adopting a speech analytics platform, testing its viability for your market-population mix, and generating adequate functional responsibilities based on the insights…Read more »

How to Optimize Your Speech Analytics Operations

Speech Analytics cuts the costs and complexities of determining implications revealed from customer interactions. It does so in a way similar to business intelligence and analytics, which determine parameters from real-time data and the database history. However, speech analytics needs sophisticated Speech Recognition tools and audio data-mining to come up with information that helps think more with relatively less call time, in spite of expanding user bases. While the technology is still new, users need to know the standard output and how to nurture it over a period. Fundamentally, a Speech Analytics solution…Read more »

5 Industries that Can Benefit from Speech Analytics in a Big Way

Automation of data capture and analysis reduces operational complexity, and thus improves margins. Naturally, as part of the effort toward understanding the customers better, speech data from service calls should be able to help organizations add a new dimension to enterprise analytics. Using the additional component of voice, industries like Retail, Banking, Telecom and others can add depth to their analytics. It is also possible to transform services to voice-based menus once machines can understand human language. As the technology can be designed to mine intricate data such as words, dialects, emotional responses, and…Read more »

Executive Survey on Speech Analytics: Focus on Southeast Asia

In the second year of a global tracking study, Opus Research presents findings from a survey of 500 business decision-makers to understand their perspectives in evaluating and deploying Speech Analytics platforms and services. This study, commissioned by Uniphore, documents critical data points in the perceived value of Speech Analytics and its impact on contact center operations, compliance and regulation, workforce optimization, customer experience and delivering a return on investment. Overall, 90% of the respondents had deployed Speech Analytics in their Customer Care fabric. Over 36% said that they have an experience of more…Read more »

Executive Survey on Speech Analytics: Two Third of Companies Saw ROI within a Year

In the second year of a global tracking study, Opus Research presents findings from a survey of 500 business decision-makers to understand their perspectives in evaluating and deploying Speech Analytics platforms and services. This study, commissioned by Uniphore, documents critical data points in the perceived value of Speech Analytics and its impact on contact center operations, compliance and regulation, workforce optimization, customer experience and delivering a return on investment. ROI justifies Spending on Speech Analytics Respondents cutting across regions have been buoyant about realizing ROI as expected. This is evident from the findings…Read more »

This is How Speech Recognition Can Help Save Dollars for Companies

According to a recently conducted survey, 57% companies said they expect speech analytics as a technology to increase sales and collections. This is expected due to the greater volume of data mined from calls, which will allow the organization to implement automation to some degree. They can also discover opportunities and identify the shortcomings in customer service, and then respond quickly to market needs. Why cost matters so much Customer service is a vital part of consumer businesses like Finance, Manufacturing, and Sales. But for millions of callers, even hundreds of thousands of…Read more »

Trends Affecting Global Acceptance of Speech Recognition Products

Speech Recognition technology is a disruptive trendsetter in retail, finance and other consumer-based industries. Internationally, the market for the technology is estimated to grow up to 1.6 billion by 2020 according to Markets and Markets. Versatility of Speech Analytics As it is relatively easier for machines to gain awareness on and decipher between hundreds of languages, Speech Recognition technology is playing a key role in multinational companies. This extends beyond consumers and everyday shoppers. In India, for example, where its massive agriculture industry is still in need of a modern setup, speech analytics…Read more »

Executive Survey: C-level Executives in India share their Speech Analytics deployment experience

In the second year of a global tracking study, Opus Research presents findings from a survey of 500 business decision-makers to understand their perspectives in evaluating and deploying Speech Analytics platforms and services. This study, commissioned by Uniphore, documents critical data points in the perceived value of Speech Analytics and its impact on contact center operations, compliance and regulation, workforce optimization, customer experience and delivering a return on investment. Speech Analytics has been breaking new grounds across geographies. This is evident from the two of the most significant “Key Findings” from the survey.…Read more »

These 5 Best Practices Can Take Your Customer Service Automation to The Next Level

The customer is always right. How many times have we heard that! Various advancements in technology over the years have seen customer-service interactions get transformed majorly and reach heights that were never attained before. Companies are always on the lookout for ways to add conversational interfaces to static self-service content and the demands of customers are on the rise. Let us have a look at some of the ways in which customer-service automation can be taken to the next level. Establishing the right channels It is necessary to remember and understand the lifestyles…Read more »