White Paper: CallMiner
Speech analytics as a technology is used to analyze customer conversations taking place through phone and/or interactive voice response (IVR) during or after the call.
Don’t just analyze data, use speech analytics to deliver actionable guidance to employees to support them in doing their jobs. Research shows that 37% of speech analytics users currently use voice biometrics in support of their activities.
This whitepaper on “Speech Analytics: Convert Voice of the Customer into Business Success,” highlights:
How to lay the right foundation for your Speech Analytics Program
Massive returns that companies see by incorporating speech analytics
Building blocks that help organizations maximize the benefits they see from this technology
By: Forrester Consulting
In a comprehensive six month study conducted in 2012, Mattersight Corporation ("Mattersight") commissioned Forrester Consulting to examine the total economic impact and potential return on investment (ROI) enterprises may realize by deploying its Behavioral Analytics platform. The Behavioral Analytics platform captures customer and employee interactions, and then automatically analyzes those interactions using proprietary algorithms and unique behavioral models. The output of this analysis is new data attributes on every interaction measuring customer expectations and behaviors, as well as employee performance. This data is then leveraged by three primary products which comprise Mattersight's Behavioral Analytics platform to drive significant business value - Predictive Behavioral Routing, Predictive Customer Analytics and Employee Performance Management.
ERP systems are the technology backbone of the modern business, and as such, the process of matching the "right" system to specific business needs is extremely critical. Most companies spend quite a bit of scarce resources (time and money) on defining the business requirements and then evaluating the potential systems for a close functional fit and for the potential up-front (implementation and license) costs.