With speech analytics technology, custom-built searches can track the performance of individual marketing campaigns, promotions, and monitor how specific messages are resonating in the marketplace among their customers. Calls can be categorized not only by business unit, but be designed to get as granular as extracting mentions of specific products and services, brands, marketing campaigns and competitor mentions.
Closing the gap on this knowledge provides companies with a well-defined understanding of successful strategies, and lets them know if there needs to be a course-correction on the marketing strategy in order to meet the fluid needs of consumers today.
Implementing call recording that is enabled with speech analytics technology into daily operations provides enormous value to the business overall, as well as to the many departments within a company that field incoming calls, which hold a wealth of valuable business information.
When a business adopts a speech analytics solution, they have access to:
- Call recordings of every conversation in real time
- Call categorization in real time, based on search definitions
- Top-line search statistics such as number of calls found, and number of calls that contain a specific search phrase
- The ability to schedule and share daily delivered reports of search performance in order to closely track trends