Speech Analytics
Unlocking Its Full Potential
Abstract — Businesses are looking, more than ever before, to speech analytics technology for a competitive edge. There are many benefits to data mining call audio. This paper will work to identify the numerous ways in which employing speech analytics can bolster business processes and facilitate success. We will review the use of speech analytics technology by citing real-life applications from company case studies, and identifying their measurable returns.
Table of Contents
Speech Analytics Overview
The Technology in Brief
Two Primary Strategies for Processing Audio
Untapped Potential
3 Building Blocks of Success
Quality
Compliance
Customers
Measurable Metrics
Hidden Advantages of Tracking Keywords
Sending the Wrong Message
Leveling the Playing Field
Reduces cost while increasing ROI
Results you can Measure
Car Insurance Provider
Apex Credit Management
Ventura
Earthlink
Telemarketing Firm
eBay
Collection Agency
Taking the Leap
Three Steps for Successful Implementation
