Gartner Research

Are You Ready for Real-Time Speech Analytics?

Published: 19 June 2015

ID: G00277036

Analyst(s): Jim Davies

Summary

Real-time speech analytics will mature by 2016, driven by improvements in accuracy and usability. A lack of organizational understanding and preparation has stifled investment, but IT departments supporting the customer engagement center should remain open to this potentially lucrative opportunity.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Understand the Nuances of the Different Technological Approaches
    • The Phonetic Approach
    • The Transcription-Based Approach
  • Identify the Business Challenges That Real Time Can Solve
  • Determine How You Will Act on the Insight to Provide Business Value

Case Study

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.