Understanding your customer’s intent and sentiment in real-time unlocks valuable insights and opportunities for powerful automation.

In this Ebook, review outdated practices to abandon and takeaway steps to activate AI to drive better outcomes for your contact center.

Speech Analytics has been around for a long time within contact centers but less than 5% of contact centers out there leverage this technology.

The first time I heard about speech analytics I was in awe. I was running an IVR company and could barely get the IVR prompts to be understood.

AI-powered speech analytics provides contact centers with real-time customer insights. As a result, supervisors and agents can understand and respond to customer needs.

The initial hurdle is to bring the data into a unified view, but simply having access to observe what’s happening in a customer journey is not enough to move the needle for businesses.