Context: The Missing Ingredient in Customer Experience

Call centers are a nexus of data and insights for brands, as they are the front line of customer experience capturing the voice of the customer– and voice of the employee. All the interactions and words flowing through call centers provide rich information for companies, but to truly see value, the key is context.

Without context, call recordings and transcriptions are merely pictures of conversations from a moment in time—adding no value to your business’s efficiencies, products and services, and overall bottom line. However, with the right technology, recordings are no longer just unstructured data. They become a data package, sharing hidden insights that enterprises can operate on.

Speech analytics technology takes intelligence to a different level by uncovering the critical insights that are commonly left in the dark. Through a combination of contextual and sentiment analysis, calls become more than words—they become feelings, emotions, situations, a real exchange.

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