Speech Analytics Advice Hub

BNY Mellon Speech Analytics Video
Find out why BNY Mellon decided to invest in Speech Analytics in this short video clip by clicking on the image. Alternately view the full conference presentation from the Business Systems 2011 Annual Conference which will be available to view as a link here from w/c 12 Dec 2011.

Engage or Disconnect: Can Speech Analytics deliver on the promise?
Independently commissioned by Business Systems, this latest industry white paper uncovers why, given the length of time speech analytics technology has been available, it has not been more widely adopted. It goes on to identify a number of key drivers which could signal a trend reversal in this historically sluggish market.

How can analytics focus performance
From uncovering problems such as excessive hand-offs from one department to another to highlighting flash points where customers repeatedly mention a competitors name, speech analytics enables users to re-engineer call processes so that they can start to reap rewards against key performance indicators. This article by Alex Coxon, written for the Professional Planning forum discovers how speech analytics has the potential to change how contact centres manage agent performance.

Speech Analytics: What is the cost to your business of ignoring customer insight?
How many organisations can truly say they know the opinions, motivations and intent of their customer base? They may have an inkling based on sales and retention figures published in the last quarter or what was said by the 1% of customers who responded to their post-call satisfaction survey but this provides a very small snapshot of a much bigger picture. This article by Business Systems highlights why Speech Analytics is a ‘no-brainer’ technology investment.

Speech Analytics Consultancy Brochure
Speech Analytics is proving a growing area of interest, following increasing adoption of the technology. Business Systems provides independent speech analytics consultancy and advisory services to help organisations significantly outperform in the dynamic and challenging environments in which they operate, find out more about what we can deliver.

Ventura Case Study
Business Systems customers Ventura, have made service improvements equating to £1.3 million across its contact centre estate as a direct result of implementing Nexidia speech analytics software to extract business intelligence from call recordings. Read full details here >

Investment in Speech Analytics in call centres set to double
This news article published by Ovum in June 2010, highlights the projected size of the global call centre market for speech analytics and identifies some of the key drivers for this growth.