Are you considering voice analytics software for your business? You’re not alone! The advent of cloud-based voice analytics solutions has flooded the market with options. Depending on your budget, there are there are many more solution options than there have ever been. Before we get into how to choose the best one, let’s define voice analytics.
What is Voice Analytics Software?
Voice analytics software is often confused with speech analytics software, but there are subtle differences. In fact, we covered the differences between speech analytics and voice analytics, but to put it simply: voice analytics refers to the part of speech analytics solutions that monitors sentiment and tone. For our purposes here, we will talk about voice analytics as part of a complete solution.
So how do you choose the best voice analytics software for your business? Taking into account obvious factors such as cost and data security, there are other factors to consider. Here are 5 things you should look for when making your decision.
1. Compatibility with Business’s Needs
The first thing you’ll need to consider when selecting voice analytics software is your business’s specific needs. A full speech analytics solution offers a variety of features, so it’s crucial to select one whose features will best help you achieve your goals. It’s also important to understand the pros and cons of each feature. And since your business’s needs are constantly changing, your software solution needs to be scalable and adaptable enough to change with it.
2. Ease of Implementation and Use
A primary concern with introducing a full solution is how much extra work will it mean for other departments, particularly IT. However, a good voice analytics software solution should not be overly complicated to implement and utilize. It should not require complex hardware/software installation, nor should additional IT resources be needed. After all, the goal is to get it working as soon as possible to reap its benefits.
3. Result Accuracy and Applicability
Any call center analytics solution can pull data, but what good is that data if you can’t do anything with it? The best voice analytics software provides easy access to sentiment insights to improve the bottom line, customer experience, and more. This means search capabilities that are easy to understand and apply when reviewing calls. Also, variables such as accents, speaking pace, and silence and overtalk are accounted for to ensure at least 90% accuracy in results.
4. Managed Client Support
Most voice analytics providers say they provide user support, but just how extensive is that support? Do they simply help you with initial implementation, then leave you to fend for yourself? Look for providers that offer managed client services support, which ensures personalized assistance whenever needed, for whatever reason. A good provider wants you to succeed, and offers the support needed to make that happen.
5. Return On Investment
Of course you want to get a good return on your investment in any type of software. And if the voice analytics software you select is worthwhile, it will happen. But when? It’s important to know the expected speed of ROI and how soon you’ll see it. Depending on the solution, it could be as long as months, or as short as weeks. Choose the speech analytics solution that works best with your business’s timetable for seeing those returns.
Let CallFinder Help You!
A lot of voice analytics software vendors claim to be “the best.” But there’s only one that’s best for your business. Hopefully, these tips will give you a head start in figuring out which one. You can always contact the experts at CallFinder to learn more about selecting the right solution for your business.
Or schedule a demo of CallFinder to see how we can help your business or call center!
