Human scoring was the only option for enterprise call centers to score, monitor, and manage their agents and call interactions for a long time. At that volume of agents and calls, many call center managers quickly discovered they could not afford to re-listen to every call, but they also couldn’t afford not to. So they compromised.
Speech analytics is a method of analyzing recorded conversations to extract and parse out data from your business communications to gain additional insights.
Speech technology is a game of ‘what is most likely to have been said here’ and the winner is the speech engine that can predict the results most accurately.
Converting spoken information into text, data or actionable insights is not an easy task. Speech technology is a game of ‘what is most likely to have been said here’ and the winner is the speech engine that returns the most accurate results.
Call Center Week is one of the world’s largest Contact Center Conferences and Expos and therefore, is a hub of information on the latest technology to detect, analyze and improve the customer experience.
Twilio’s Signal conference (formerly known as TwilioCon) is one of the most highly anticipated weeks of the year for the Unified Communications industry.