Speech Analytics White Paper

Engage or Disconnect: Can Speech Analytics deliver on the promise?
White paper commissioned by Business Systems UK Ltd 
Available here for download > 

Speech analytics technology has been available for a number of years now and is widely promoted in the contact centre community as a 'proven technology' yielding huge dividends when implemented in the right way. Why then is there still a reluctance to invest? 

Citing knowledge gaps, the inability to distinguish between vendor offerings, prohibitively high costs and wariness around promised ROI, this paper identifies 'what has to change' to achieve market acceptance and buy-in for speech analytics applications.

Incorporating industry survey feedback, the paper addresses key contact centre concerns and how these can best be alleviated. Providing best practice procurement tips, it is an invaluable guide to any company currently considering whether or not to invest in speech analytics.  

An essential guide for organisations reviewing whether or not to invest in speech analytics 

Content Covers:
- What has stopped investment in speech analytics? – uncovering the 'why?'
- Why is speech analytics now more viable? – what dynamics have changed?
- An expert guide on internal and external factors to consider when procuring analytics

Intended Audience:
- Customer services directors and managers
- Customer experience, quality and analytics professionals
- Contact centre directors and managers
- Senior management and procurement teams within contact centres
- Heads & managers of technology & telecomms

Download your complimentary copy now >  

View further information on the Speech Analytics technology referenced in the white paper.