Category Archives: Speech and Interaction Analytics

Archive for the ‘Speech and Interaction Analytics’

How To Unlock the Goldmine of Intelligence Buried In Your Contact Center With Analytics

Guest Blog – Rachel Auer, Product Marketing Manager, Calabrio – USA In the era of big data, data is everywhere! But accessing and using this data can be tricky, and that’s where analytics can become a vital tool. So, we … Continue reading

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Top Tips for Combating Challenges In The Contact Centre During COVID-19

Our latest webinar, ‘Top Tips for Combating Challenges in The Contact Centre’ was packed with an array of knowledge, best practice techniques and even a very good list of suggestions on what to watch next on Netflix, thanks to our … Continue reading

Posted in Contact Centre Optimisation, Customer Experience, Quality Monitoring, Robotic Process Automation, Speech and Interaction Analytics | Tagged , , | Leave a comment

Are you missing out on valuable insights from your voice data?

Voice will always be a powerful data set for organisations. Voice conveys context, emotion and sentiment providing you with actionable intelligence. Voice is powerful. However, IT leaders could be missing a trick when it comes to this, as not all … Continue reading

Posted in Call Recording Advice, Call Recording Compliance, Speech and Interaction Analytics | Leave a comment

Speech Analytics and Compliance

It has become apparent that customers interact with organisations in more ways than ever before – email, social media, instant messaging and mobile are just a few in an increasingly growing list. On average, almost six different channels are used … Continue reading

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How to reduce cost in the Contact Centre

Posted in Contact Centre Optimisation, Robotic Process Automation, Speech and Interaction Analytics, Workforce Management | Tagged , , | Leave a comment

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

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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

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Speech Analytics for Banking and Financial Services [2019]

The mis-selling of Payment Protection Insurance was the first to highlight a need for banks to improve monitoring of customer-agent interactions to ensure compliance was being upheld. Moreover, after the 2008 global financial crisis, consumers have became more aware and … Continue reading

Posted in Compliance, Customer Experience, Customer Interaction, Featured News, Speech and Interaction Analytics | Tagged , , , | 1 Comment

Top 5 technologies that will reduce cost in the contact centre in 2020

[Updated Dec 2019] Contact Centre Managers can face a real challenge when it comes to them trying to reduce cost in the contact centre. To make the most out of every customer interaction requires a balance of productivity, quality and … Continue reading

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