The Art of the Possible with Speech Analytics: What to Consider When Architecting a Next Generation Technology Stack

Previously, call centers had one main task: to respond to customer voice calls as efficiently as possible while maintaining a very low cost. Now, they are charged with including new technology platforms which will accommodate greater customer demands, uphold revenue responsibilities, and anticipate changing business conditions within the customer base. In fact, Gartner reports 89% of companies compete primarily on customer experience. Since companies engage with customers by phone more than any other channel, these interactions are a gold mine of untapped information.

Enter the art of the possible with next generation speech analytics technology. Speech analytics captures valuable insights from their conversations including: sentiment, metadata, compliance, and more. With this data, contact centers can understand and quickly act on customer intelligence while maximizing profitability and satisfaction, and reduce churn.

Join this webinar to learn:
– Contact center trends and evolving needs
– Why customer experience can make or break your business
– Limitations of traditional speech analytics
– What to look for when choosing a software vendor

Seats are limited. Register today!

Speakers:

Jim Iyoob
Chief Customer Officer @ETech Global Services, LLC

Randi Taube
Partner Success @Voci Technologies