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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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