Wouldn’t you love a cost-effective and reliable way to identify trends and opportunities faster than  your competitors?   Customers contact your company every day, but this information-rich source of customer intelligence often goes untapped. 

Most call centers record thousands of calls but listen to only a small percentage to help assess and improve agent performance.

Speech analytics solutions search and categorize larger samplings of customer interactions  to help identify what interests customers most, what they think of you and your competitors, and pressing customer issues and concerns.  Methods include phonetic analysis  and continuous speech recognition. 

Though most speech analytics products enable the user to search for key words or phrases, the Verint Systems solution  can  detect trends you weren’t  aware of and wouldn’t know to search for—and can even isolate issues that invoke emotion on behalf of customers!

The result:  targeted  strategies built around your customers’ key issues/interests and documented customer reaction to your new products and services—and to competitor offerings. 

According to the 2009-2010 Speech Analytics Market Report (Nov ’09), 25-30 percent of all call centers are expected to have speech analytics within the next 5-7 years.

You may have immediate thoughts on how you might use speech analytics.  We’d love to hear them!  Please leave a comment and join the conversation.