Gartner Research

How to Select the Best Contact Center Speech Analytics Technology

Published: 09 November 2013

ID: G00258224

Analyst(s): Jim Davies

Summary

The use case for speech analytics in the contact center is both compelling and varied, with outcomes that range from agent performance improvement to customer goals that are associated with satisfaction, loyalty and growth. Technology confusion, however, hinders a clear selection path.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Understand the Various Technical Underpinnings to Help Categorize the Vendor Landscape and Determine Appropriateness
  • Consider the Business Repercussions That Are Associated With the Variation in Audio Processing and Search Speeds of the Various Techniques
  • Investigate the Trade-Off Between the Accuracy of Insight Than Can Be Obtained (Precision) Versus the Associated Detection Rate (Recall)
  • Factor In the Diversity, Complexity and Evolving Nature of the Vocabulary That Is Used Within Customer-Agent Dialogues
  • Determine the Likelihood of Unknown Events Impacting the Contact Center
  • Determine the Importance of Transcription for Your Business Analysts

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