This question is often asked in places where voice communication is one of the channels through which customers connect with the company's employees. The voice communication is recorded with voice logging but it is impossible to monitor all conversations. In that case, voice analytics is interesting to apply.
Voice analytics (speech analytics) offers the possibility to gain insight into the content of all voice communication. Wherever voice communication takes place, voice analytics is needed to get a grip on the content, processes, products and services that customers are contacting. With voice analytics it is possible to monitor the important KPIs, compliance and to feed the improvement process and change management process.
Voice analytics is part of interaction analytics, a combination of speech analysis and text analysis.
This question is often asked in places where voice communication is one of the channels through which customers connect with the company's employees. The voice communication is recorded with voice logging but it is impossible to monitor all conversations. In that case, voice analytics is interesting to apply.
Voice analytics (speech analytics) offers the possibility to gain insight into the content of all voice communication. Wherever voice communication takes place, voice analytics is needed to get a grip on the content, processes, products and services that customers are contacting. With voice analytics it is possible to monitor the important KPIs, compliance and to feed the improvement process and change management process.
Voice analytics is part of interaction analytics, a combination of speech analysis and text analysis.
