Modern speech analytics software uses a calculated approach
Your business has lots of interactions with customers and prospects every day. These conversations hold valuable business intelligence and customer satisfaction information.
Traditional quality management programs were much less automated. Generally, they required one or more employees to listen to random call samples and then make generalised decisions. This means some of the most important or actionable customer calls could be missed.
Don’t miss a thing. Modern speech analytics gives you the ability to mine the content of all calls. Text analytics expands that reach to modern digital channels. A single solution to manage both makes your data cohesive and searchable. And that means you can search for key events about customer experience, agent performance, sales and compliance.