What are omnichannel contact center solutions?
It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel co...
The Team at CallMiner
October 22, 2018
When Forrester Research published its Wave on speech analytics solutions they identified CallMiner as the solution with “most advanced, enterprise-ready speech analytics functionality.” That’s a great description, but what does “enterprise-ready” really mean? After all, doesn’t every “enterprise” have their own set of objectives and requirements?
The answer is of course “yes”, but there are a significant range of features and benefits within speech analytics software solutions that should be considered as common or even baseline for virtually any organization. A core speech analytics value proposition is deriving insight from calls by converting unstructured contact center conversations into structured intelligence. That’s making big data actionable! But there are several speech analytics solution components to consider in order to separate an enterprise-ready analytics application from what can amount to as an “IT science experiment”.
Following are five of these considerations:
The above considerations are just a few examples to think about when deploying a speech analytics solution that’s ready for your enterprise. Core speech-to-text technology is certainly important, but it does not stand alone as a value point. How a capable speech analytics solution is packaged with features that support rapid deployment, immediate insight and ease of use contribute significantly to what will be considered an enterprise-ready speech analytics solution.
Following are some specific speech analytics solution components to look for beyond the previously mentioned to ensure you are on the enterprise-ready track for a speech analytics solution:
Discover how you can you use speech analytics to optimize your customer experience, improve agent performance and ensure your contact center remains compliant with important telephony-based requirements. To get started review the CallMiner Eureka and Amazon Connect Solutions Space here.
Learn how insights from conversation analytics cane be leverages way beyond the contact center