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Assessing Your Needs for a Speech Analytics Solution

May 06, 2013 by Morgan Pulitzer

Speech analytics is relatively new to the business world, in relation to the telephone, for example.

As a business owner, or the manager of a contact center – internal or third-party – how you you know when is the right time, or the right size of your business, to implement a call recording and audio mining solution?

There are many steps to take to get to that answer.   You have to ask and answer several questions about your needs, your operations, and your bandwidth – financially, and as far as resources you have on hand – in order to monitor and maintain a solution.

When you come to the realization that you need the ability to record and then analyze the conversations that your business is having every day with your customers, here are some questions you need to ask the speech analytics providers that you reach out to for a demo and a quote:

  • How many customers do you have?
  • What business verticals do you have experience in?
  • Can you provide customer case studies?
  • What languages do you support?
  • Does your solution record calls as well as analyze them, or do I need to work with a third-party call recording solution?
  • Is your technology cloud-based, or do I need to install hardware and software to implement?
  • How does your technology scan for keywords and phrases, is it dictionary-based or phoneme-based?
  • What is your position on accuracy?
  • How long does it take to implement your solution?
  • Do you provide hands-on support, or offer a community-based support system?

Answers to these questions, and how you feel about those answers, will help you determine the technology that will be most successful for you, and the provider and solution that will work best in your business environment.

Read more on implementing speech analytics technology, or contact us for an online demo.