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Building a Speech Solution for the Contact Center: Key Components & Considerations
Speech analytics solutions powered by speech-to-text (STT) technology can allow contact centers to unlock insights that produce outcomes like increased customer satisfaction and revenue. By using insights from postcall or real-time transcription, contact centers can:
- Reduce customer churn
- Identify targeted (real-time) upsell opportunities
- Ensure agent compliance
- Identify and enable (real-time) agent training and coaching opportunities
- Reduce average handling time
- Discover unexpected product and service strengths or weaknesses
However, designing and deploying a speech analytics solution for a contact center isn’t as straightforward as you might expect, with many components and considerations to account for.
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