Kate R

Archive for Dispute Resolution

Speech Analytics Technology Can Be Used by Every Department

Meeting the expectations of today’s consumer requires traditionally siloed functions such as sales, marketing, and the contact center work together more effectively. To support this business objective, an increasing number of companies are implementing procedures to break down these silos and ensure that the consumer is a top priority for the entire company.

There are many business goals, which fall into various departments within a company, that will benefit from call recording monitoring and data mining of their customers’ conversations.   After all, each department of a company today is an integral part of building and maintaining the customer relationship…. Read more

Gather Critical Business Insights with Speech Analytics

According to the 2011 Small and Medium Businesses Routes to Market Study conducted by the SMB Group, customer-facing applications were the top investment area in 2011 by SMBs.   Today, businesses are using customer-facing speech analytics technology to improve operations efficiency by:

CallFinder is a new speech analytics application, which is a simple and affordable method of obtaining market research in order to analyze the conversations your employees are having with customers and prospects. It will provide you with the insights to answer these questions and put operational plans into place to improve efficiency within the company…. Read more

800response Brings CallFinder Speech Analytics to the SMB Market

BURLINGTON, Vt. — May 14, 2012800response, a provider of telecommunications solutions and marketing technology tools since 1990, today announced the launch of CallFinder ®, a Web-based speech analytics software solution available to the small to medium-sized business (SMB) market.

Until recently, only large enterprises, call centers and government agencies could afford call recording with speech analytics. CallFinder’s mission is to bring this increasingly valuable call monitoring technology to small and medium-sized businesses, keeping call recording and analysis simple, affordable and timely…. Read more

Speech Analytics Expected To Surge in 2012

Speech analytics and Web chat are the contact center technologies that will experience the highest rates of growth in 2012, according to research from contact center industry analyst firm ContactBabel.

According to ContactBabel’s “U.S. Contact Center Decision-Maker’s Guide 2012,” speech analytics implementations are expected to grow by 59 percent in 2012, with Web chat increasing by 60 percent. Current penetration is 27 percent for speech analytics and 32 percent for chat…. Read more