Speech analytics solutions collect insights into the performance of contact centers and other operating areas within an enterprise. These solutions examine recorded interactions, which means they are ‘aware’ of what is happening in their call center and can often identify what needs to b...

Initiating the implementation of speech analytics solution is rather a tough task and not as easy as installing a software package. To have a speech analytics tool that runs smoothly and servers the purpose, the enterprise needs to weigh in varied factors and see if it is for the greater good. Call-...