Gartner Research

How to Choose Your Best-Fit Vendor for Speech Analytics in Customer Service

Published: 29 April 2019

ID: G00387973

Analyst(s): Steve Blood

Summary

Implementing speech analytics technology for customer service is a multiyear commitment of time and expense, but returns benefits if done right. Application leaders should follow these best practices to identify and reconcile trade-offs to pick the best-fit solution.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Ensure the Evaluation Team Includes a Mix of Functional, Technical and LOB Staff
  • Link Selection to the Customer Analytics Technology Strategy and Ensure an Understanding of the Desired Outcomes via Use Cases
  • Take Charge of the Demonstration and/or POC Processes
  • Scrutinize the Vendor’s Customer and Partner Communities

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