Category Archives: Speech and Interaction Analytics

Archive for the ‘Speech and Interaction Analytics’

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

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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

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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

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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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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

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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

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