Speech Analytics Trends

Speech analytics technology essentially is software that provides tools to let organizations automate the analysis of recorded information, such as what is captured in phone calls. Businesses are harnessing the predictive powers of Speech analytics technnology to gain, save and retain customers. In this highly competitive, customer-centric industry, it's crucial to be aware of and to react quickly when an unusually high volume of customers are bailing out on loans or choosing your competitors.

By working with a Speech analytics program, you can quickly uncover the reasons behind this customer behavior. Armed with this knowledge, you can address the situation quickly, sometimes even as it is unfolding, to prevent any additional losses.

Why use Speech Analytics?

Recording phone calls -- a standard practice for most financial institutions -- results in an enormous amount of recorded data to be sifted through for compliance and quality assurance. Unfortunately, because of the extensive amount of time required to listen to and analyze recordings, only a small fraction of recorded data usually can be used.

Speech analytics technologies allow organizations to automate the analysis of recorded information. They help mine data and drill into it to answer questions. Speech-recognition technologies can analyze conversations and quickly identify trends that were previously too costly and time-consuming to uncover.

Speech analytics solutions can provide a straightforward, cost-effective way to access and leverage the valuable information that many organizations already possess -- derived from everyday voice interactions between their customers and employees.

  Speech Analytics Software Solutions

Activ! Discover™, powered by SER, is VPI's award-winning call center analysis mining solution that derives actionable insights from live and recorded calls, providing valuable insights for performance optimization. With Activ! Discover ™ you can increase agent effectiveness, reduce costs, and improve service levels by automatically analyzing words and phrases in customer interactions that have been matched against individual and team key performance indicators (KPIs) in real- or near real-time.

  Speech Analytics News

Analyze This: Speech-analytics Technologies Can Get to the Heart of What Your Customers Want

VPI and SER Enter Partnership to Leverage the Power of Interaction Recording and Speech Analytics Solutions

  Speech Analytics Software Resources