1. What are the most important new characteristics of software you offer for enabling supervisors and/or quality assurance teams to conduct internal evaluations of agents?
   
   
2. Based on what your clients have shared with you, what advances have you observed in how your clients evaluate agents now versus last year?
   
   
3. What other trends in the past year are you observing with regard to how your clients evaluate agents?

Thank you for the excellent, dynamic product training you provided. In just a few hours, you helped us achieve a comprehensive understanding of the many capabilities of VPI's new call center recording and quality management software.

A speech analytics solution can play a crucial role in enabling a contact center to derive actionable intelligence from live and recorded calls – providing valuable insights for performance optimization. With the right solution in place , you can increase agent effectiveness, reduce costs, and improve service levels. Through focused quality monitoring and improved understanding of both competitive situations and the underlying reasons for customer calls, a speech analytics solution can enable the contact center to minimize risk, ensure compliance, and maximize the value of customer interactions.

The implementation of speech analytics solutions is becoming more and more commonplace in the contact center. According to DataMonitor, the global market for speech analytics in 2005 was $50 million, and the market is expected to quadruple by 2010. If you're considering introducing the technology to your contact center, you'll need to do your homework before making your final selection. With this in mind, we've assembled these must-read tips to help you in evaluating and choosing the right speech analytics system for your environment.

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