Expectations of the owner and top managers: what is required from speech analytics?

[AsaduzzamanFoysal]

Implementation of speech analytics is a strategic step for companies seeking to optimize their sales and customer service processes. The market offers many solutions that can improve the efficiency of contact centers and increase profits. However, expectations from the implementation of such systems often do not match reality, especially when older generation technologies are used. Companies strive to automate call evaluation, improve service quality and increase conversion, but in practice they face limitations and difficulties.

The article will help you understand the main problems that a business may face when using outdated speech analytics systems. We will consider a real case of a company whose contact center employed about 50 operators. The company conducted a pilot implementation of analytics, encountered the shortcomings of old technologies and, as a result, rethought its expectations from such solutions. You will find detailed information about the lack of flexibility and accuracy of analysis, the difficulties of manual configuration, the lack of semantic analysis and high costs.


However, as practice shows, expectations from the belgium mobile database implementation of such technology do not always coincide with reality. In this article, we will consider the real experience of a medium-sized company (about 50 contact center operators), which decided to conduct a pilot implementation of old-generation speech analytics. We will analyze what problems the company faced, why expectations were not met, and how more modern technologies, such as SalesAI, can help solve key business problems.