The power of speech analytics was discovered almost a decade ago when the commercial world realized how these solutions can help expand their marketing efforts and increase benefits across the entire business landscape. According to Research and Markets latest report, it is expected to continue to outperform most IT sectors, as its services can help companies become more successful, along with a growth rate of 22 percent in 2012, 20 percent in 2013, 18 percent in 2014, and 16 percent in 2015. It is fair to say that industry leaders can expect speech analytics to become an even more popular and revenue generating resource in the near future.
With speech analytics solutions, organizations can learn key facts relating to products, services, processes and policies that drive negative or positive customer experiences. Other benefits include being able to quickly identify customers at risk and take proactive steps to retain those customers and identify those agents and behaviors with the unique ability to turn around negative customer experiences.
For those organizations that have yet to understand the full capacity and speed at which speech analytics works, Research and Markets’ report touches upon many topics, which include:
- Voice of the Customer Takes on an Improved Meaning
- Analytics-Enabled QA
- Speech Analytics Vendors and Products
- High-Level Technical Summary
- Detailed Technical Analysis
- Complementary Technology
- High-Level Functional Summary
- Detailed Functional Analysis
- Implementation Analysis
- Speech Analytics Vendor Satisfaction Analysis
As the platform of communication continues to change thanks to social media and mobile capabilities, the amount of data being put on the Web has increased dramatically. With the right tools, like Eureka, CallMiner’s (News - Alert) speech analytics for the call centers, organizations can extract valuable information from the data and use it to generate more profits and revenue for their business.
For example, in the call center industry Eureka not only demonstrates its ability to increase agents’ performance levels and, thus, customer experiences, but also the way in which its products reduce operational expenses. This is done by helping companies identify the cause of if long call times, discover customer problems and make sure they are solved, and provide measures and metrics that align operations to a team or departments goals.
To learn more about how speech analytics can be leverage to increase business productivity, please visit CallMiner.
Edited by Alisen Downey