Gartner Research

How to Select the Best Contact Center Speech Analytics Technology

Published: 09 November 2013

ID: G00258224

Analyst(s): Jim Davies


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



  • 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

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.