Speech Analytics Product and Market Report （语言分析产品和市场报告）.pdfVIP

Speech Analytics Product and Market Report Reprint Reprinted for: Table of Contents 1. Introduction 1 2. What is Speech Analytics? 4 2.1 How Speech Analytics Works 4 3. Maximizing the Return from a Speech Analytics Investment6 4. Market Activity 7 About NICE 10 About DMG Consulting 10 - i - © DMG Consulting LLC 1. Introduction Post-call speech analytics is ready for prime time and all types of users. Real- time speech analytics is an emerging solution that is highly compelling due to its potential. Although the underlying technology for these two types of solutions can be the same, their uses are totally different. Post-call speech analytics is a strategic enterprise application that companies should use to rapidly identify operational, procedural, technical and staff-related issues, as well as to identify new revenue opportunities. Real-time speech analytics is a tactical application designed to alter the outcome of phone conversations while the caller is still on the line. This makes it a contact center tool that can be used to reduce risk and minimize bad customer experiences. And as a result, it also becomes an effective coaching tool for agents. Post-Call Speech Analytics is Reaching Maturity Speech analytics entered the commercial market in 2004, and has been growing rapidly due to its unique and highly compelling value proposition. Speech analytics remains the only application that can structure phone conversations and find insights and trends. The automation component of these solutions is the easy part of the process; the enterprise challenge has been to figure out how to apply the findings. Speech analytics solutions are sophisticated tools that require