Adoption of Real-Time Speech Analytics is the Next Phase for the Market

Real-time speech analytics, also known as conversation analytics, is going to be
essential for enterprises, not just their contact centers, within the next 5 – 10 years.
These real-time analytics solutions listen to what customers are saying and use this
information to provide intelligent, machine learning-enabled guidance to agents so they
know how to meet each caller’s needs. These solutions are game changers for agents
and their enterprises, as they position agents to alter the outcome of a call by giving
them the tools and information they need in real time. This greatly enhances the job of
the agent, improves the outcome of the call, enhances the brand, and reduces the cost
of service.

Read more in our recent post, Current Status of Speech (and Text) Analytics