Gartner Research

Getting Value From Speech Analytics in the Contact Center

Published: 06 January 2014

ID: G00259483

Analyst(s): Jim Davies

Summary

Investment in speech analytics in the contact center is growing in popularity with customer service and IT leaders, but significant confusion exists when trying to determine what dimensions need to be factored in during the decision process to optimize business value.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Consider a Broad Range of Use Cases to Increase Business Value
  • Pick the Most Appropriate Underpinning Technology (or Combination of Technologies) for Your Business Needs
  • Evaluate the Usefulness of Complementary Features
  • Select the Right Deployment Mode
  • Align With Other Data Inputs to Optimize Insight

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