Why Your Contact Center Needs Speech Analytics

Why Your Contact Center Needs Speech Analytics

In today’s business environment, organizations are focused more on the consumer’s experience than ever before. With access to countless social media platforms and review sites, consumers have more in their arsenal to combat negative experiences – and cause companies...
The Past, Present, and Future of Speech Analytics

The Past, Present, and Future of Speech Analytics

Speech Analytics is on the verge of becoming a billion-dollar industry within the next few years and the number of applications it has in the modern contact center have grown wildly.  But how did we get here? Where exactly are we now? And, where are we headed...
The Dynamic Duo: Speech Analytics & CRM

The Dynamic Duo: Speech Analytics & CRM

Speech analytics technology and built-in CRM platforms are two distinct, but critical, tools to improve operations in a contact center. While they can often integrate together, the benefits of each need to be differentiated so they can be utilized effectively. ...