A Buyer’s Guide For Contact Center Executives
It’s not humanly possible to listen to and analyze every minute of every single customer conversation that happens in the contact center. After all, there can be thousands or tens of thousands of audio and text-based interactions every day. Traditional speech analytics often fail to deliver actionable insight into the details and nuances that make up the true voice of the customer in these conversations. That’s why market leading companies are increasingly turning to conversational / interaction analytics to harness valuable unstructured data from customer conversations (including voice and text) and turn it into meaningful, deep insights.
This guide can help you understand what to look for in a speech and more importantly, interaction analytics solution and conversational AI platform and how to choose the right solution.