Speech analytics solutions analyze large amounts of call data and provide insights into the customer experience, sales techniques, and call center agent performance. However, as with any technology, speech analytics requires ongoing support and maintenance to ensure that it continues to deliver the best possible results.
Unfortunately, many speech analytics companies don’t fully disclose the details of their managed support services to their potential customers. In this blog post, we’ll take a closer look at what most speech analytics companies don’t tell you about their managed client support.
Support may be limited to critical care
One of the most important things to understand about managed support for speech analytics is that it may be limited to critical care. In other words, you may not get ongoing support and advice from a qualified speech analyst. Not all speech analytics companies provide this level of managed support, and most companies won’t tell you that.
Response times may vary for technical support
Another thing that many speech analytics providers don’t disclose is that response times for technical support requests may vary. In fact, many companies only offer support during certain hours or on certain days of the week. This can be problematic if you experience a critical issue outside of those hours.
Getting the help you need in a timely manner is essential for resolving issues that could impact your business. Be sure to ask if they offer 24/7 technical support and what to expect for response times.
Support may not offer guidelines or best practices
While speech analytics companies may offer managed support, it’s important to understand what’s required of you as the client. For example, you may need to ensure that your audio files are properly formatted before the solution can analyze them. Or you may need to send your metadata in a specific type of file.
Look for companies that offer guidelines and other best practices documentation. You will have greater success if you understand exactly what’s required on your end.
Support may not cover all aspects of the technology
Finally, it’s important to understand that managed support for speech analytics may not cover all aspects of the technology. For example, some companies may only offer basic customer support. This means that if you have specific questions about using this technology, you may need to seek help from 3rd-party vendors.
Only a qualified speech analyst can provide true managed client services, which should continue after onboarding is complete. Ideally, you will meet regularly with your analyst to ensure that the technology continues to provide the most value to your organization.
Evaluating Speech Analytics companies: Know what you’re paying for
While many speech analytics companies say that they offer managed client support, what they actually offer doesn’t provide users with the best experience or ROI. Speech analytics software should be easy to use but managed by experts. Understanding the details of the managed support that comes with the technology is critical to your success.
When evaluating speech analytics companies, be sure to ask questions and clarify any aspects of managed support that you’re unsure about. Knowing what to expect from your managed client services will ensure that you get the most out of your investment. It also ensures that you have a clear understanding of what you’re paying for.
When you work with CallFinder, you get an assigned, expert speech analyst who will act as your solution guide and ensures that you gain the most value from our solution. Contact us if you have questions about CallFinder’s Managed Client Services.
