Why Your Call Center Needs Speech Analytics

Posted by 3CLogic on Jul 14, 2020 10:00:00 AM

Today, only 1-2% of recorded voice calls are analyzed by the average contact center, leaving hundreds of thousands of minutes of data untouched. That’s because an analysis of every single call by hand – a process that can take up to a half hour per call – would be a waste of time and resources. But there is value in this “dark data”.

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Topics: customer service, call center, omnichannel, customer service team, cloud call center solution, sentiment analysis, speech analytics, voice platform

How to make voice analytics your competitive advantage today and the future.

Posted by Kathy Ruxton on Oct 9, 2018 12:10:52 PM
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Topics: voice, reporting and analytics, ServiceNow, customer engagement, sentiment analysis

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