The procedure of examining recorded conversations between the company and its clients is termed as speech analytics. A conversation is recorded to improve the interaction between the customer and service provider. Speech analytics provides customer information from the recorded calls. The information can be further exploited to learn various details and facts relevant to the products, procedure, implementation and performance.
Speech analytics can scrutinize the customer service offered on the calls and can automatically determine the areas where the contact center agent needs to work on. It observes a customer’s judgment which allows companies to make modifications in their services.
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Speech analytics as a technology is used to analyze customer conversations taking place through phone and/or interactive voice response (IVR) during or after the call. Don’t just analyze data, use speech analytics to deliver actionable guidance to employees to support them in doing their jobs. Research shows that 37% of speech analytics users currently use voice biometrics in support...
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