With the complexity of customer interactions, the different available customer channels and increased customer demand, there is now more pressure for businesses to deliver a better customer experience Speech Analytics solutions can help improve the Customer Experience, improve agent efficiency and provide back Business Intelligence data to an organization.
Speech analytics is the process of analyzing the actual speaking voice of your customers using different types of technology.
This paper outlines the added value in speech analytics and its ability to analyze not only what customers say, but the customer sentiments within a customer interaction.
