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.
- 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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