Thursday, 28 January 2010 12:05

The Evolution of Speech Analytics – From Word Spotting to Driving Business Value

UTOPY Whitepaper - 2010

In the world of enterprise software systems, speech analytics is still the new kid on the block.  It has often been thought of as a nice addition to an existing recording system or a word spotting technology that might turn up something interesting.  Unfortunately, the true value of speech analytics is often lost in a jumble of marketing buzz words and confusing technology.

In this white paper leading call center analyst, Paul Stockford, reviews the growth of speech analytics including the three analytics technologies and how each one is suited to specific use cases.  Now you can unlock the true value of speech analytics by measuring key performance indicators, discovering critical business issues, and dramatically improving existing call center applications, such as coaching and quality monitoring. Paul draws on the latest survey results from the National Association of Call Centers to show why companies are reacting to the clear ROI of speech analytics.

In this white paper, “The Evolution of Speech Analytics – From Word Spotting to Driving Business Value,” you’ll learn:

The basics of speech analytics technologies
Why the technology matters but the use cases matter more
The latest market trends from the National Association of Call Centers
How the next generation of coaching and QM applications are driven by speech analytics
Common use cases that utilize speech analytics to close the performance management loop
What’s new in UTOPY SpeechMiner 7.0

... Read More

Login to post comments