Aberdeen: Maximizing the Value of Voice Conversations

April 4, 2018

This Aberdeen report will highlight how speech analytics helps contact centers manage voice conversations by illustrating the business value companies observe by using this technology. We will also provide an overview of several capabilities necessary to maximize ROI from investing in speech analytics.

Voice is not ‘dead’ in the contact center. Its role has simply evolved. Speech analytics is a key part of helping firms successfully navigate this transition and get the most out of voice conversations.

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Getting to the Root of Displeasure
Getting to the Root of Displeasure

As a business, you expect to hear from your customers, and you probably welcome their calls because they g...

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DMG Consulting: Enterprise Use of Speech Analytics
DMG Consulting: Enterprise Use of Speech Analytics