TITLE

the why factor IN SPEECH ANALYTICS

AUTHOR(S)
Bailor, Coreen
PUB. DATE
August 2006
SOURCE
CRM Magazine;Aug2006, Vol. 10 Issue 8, p32
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article discusses the benefits of incorporating speech analytics, the process of analyzing recorded telephone calls to collect information, into a company's customer interactions. Speech analytics gives the enterprise an access to agent-customer conversations. Government agencies use the system to filter vast volumes of conversation to identify potential threats. Like other business intelligence tools, speech analytics can alleviate the risk of organizational planning. INSET: TALKIN' TECHNOLOGY: A VENDOR POCKET PRIMER.
ACCESSION #
21851084

 

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