Category Archives: Speech and Interaction Analytics

Archive for the ‘Speech and Interaction Analytics’

What is entry level speech analytics and why it’s a must for MiFID II compliance

In an effort to comply with ever-tightening regulations such as MiFID II, Financial Institutions have re-focused their efforts on expanding their compliance teams as well as investigating already established technologies, such as Speech and Text Analytics. This technology has proven … Continue reading

Posted in Compliance, Speech and Interaction Analytics | Tagged , | Leave a comment

6 technologies driving recording compliance in 2018

As the New Year slowly creeps in, we thought it timely to update our article ‘Top 6 technologies that will drive recording compliance in 2017’, and look at it from a 2018 perspective. We’re excited about 2018. The FIFA football … Continue reading

Posted in Business Intelligence, Call Recording Compliance, Call Recording Products, Call Recording Technology, Compliance, Financial Call Recording, Legacy Call Recording Products, Mobile Phone Recording, Speech and Interaction Analytics | Tagged | Leave a comment

The emergence of Interaction Analytics as a compliance tool

Business Systems’ Tim Thurston explains how Interaction Analytics can be used to help comply with the ever tightening regulations within the financial services Industry. Why is the adoption of Interaction Analytics gaining momentum within financial services? In an effort to … Continue reading

Posted in Speech and Interaction Analytics | Tagged | Leave a comment

Using Speech Analytics in Retail Banking

A few years back we were discussing how the mis-selling of Payment Protection Insurance has highlighted a need for banks to improve monitoring of customer-agent interactions to ensure compliance to regulations. Today, the recent figures published by the FCA regarding … Continue reading

Posted in Compliance, Customer Experience, Customer Interaction, Featured News, Speech and Interaction Analytics | Tagged , , , | Leave a comment

Top 4 technologies that reduce cost in the contact centre

Contact Centre Managers can face a real challenge when it comes to reducing cost. To make the most out of every customer interaction requires a balance of productivity, quality and efficiency in day to day operations. Here are our top … Continue reading

Posted in Customer Experience, Hosted Telephony, Robotic Process Automation, Speech and Interaction Analytics, Workforce Management | Tagged , , , | Leave a comment

6 technologies that will drive recording compliance in 2017

Top 6 technologies that will help achieve the required levels of recording compliance for 2017 and beyond. Continue reading

Posted in Call Recording Technology, Compliance, Financial Call Recording, Legacy Call Recording Products, Mobile Phone Recording, Speech and Interaction Analytics | Leave a comment

The threat of being left (technologically) behind

If the role of technology in business sustainability across sectors is still questioned, the recent report from Marketforce, titled “The Future of General Insurance 2016”, sums it all up. And although the survey is for the Insurance sector, the conclusions … Continue reading

Posted in Legacy Call Recording Products, Robotic Process Automation, Speech and Interaction Analytics | Leave a comment

5 Quality Monitoring challenges which Interaction Analytics can solve

Leaders in customer service are well aware that every customer contact can impact their contact centres bottom line. It is for this simple yet important reason that call quality is increasingly highlighted and monitored within contact centres. Today’s Quality Monitoring … Continue reading

Posted in Quality Monitoring, Speech and Interaction Analytics | Leave a comment

Speech Analytics in the Police Force Control Room

Facts: A recent study at the University of Michigan suggests that attention and short-term memory processing are directly affected by a person’s surroundings and environment, with noisy environments reducing significantly memory performance The human brain can only hold about seven … Continue reading

Posted in Speech and Interaction Analytics | Tagged , | Leave a comment

The future and adoption of speech analytics technology

‘Winning the war’ in terms of speech analytics technology awareness We catch up with Martin Hill-Wilson, Customer Engagement and Digital Business Strategist at this year’s Institute of Customer Service Annual Conference, where he shares his views on the latest in … Continue reading

Posted in Speech and Interaction Analytics | Tagged , | Leave a comment