Gartner Research

Are You Ready for Real-Time Speech Analytics?

Published: 19 June 2015

ID: G00277036

Analyst(s): Jim Davies


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



  • 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

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