Optimizing Business Processes with Speech Analytics (Strategy Focus)

Introduction

Speech analytics is moving from the realm of intelligence to a viable commercial tool for improving customer service.

Scope

• Define a baseline and a set of goals for speech analytics' deployments
• Select, pilot, and deploy a solution that meshes with business needs
• Consistently reevaluate and tune the solution and ensure that it is continuing to meet organizational imperatives

Highlights

In order to ensure the success of a solution, it is important that speech analytics be understood in the context of other information available within the enterprise, and that clear measurable goals be set for its use.

Business managers should follow the guidelines outlined in this brief to achieve greater success with speech analytics solutions

Consistently re-evaluate and tune the solution and ensure that it is continuing to meet organizational imperatives

Reasons to Purchase

• Provides a practical outline for the deployment of speech analytics solutions
• Guides the reader from initial exploration through goalsetting, deployment, and eventual tuning