Humans Listening to Call Recording is not Enough

Telecom Reseller

by Gary Audin You need to unlock the vast amount of data within all, not just a sample, of your call recordings. Listening to a sample of the recordings can miss important information about the call. Are all the agents following the script? Are all the agents compliant? Are there changes occurring with the customer’s traffic that needs to be flagged and resolved? Recording a call is the start. Analyzing the call is the finish. Nick Bandy CEO of iQventures www.iqventures.com and Gary Audin recorded this podcast at the SpeechTek conference. Nick covers the emergence of speech analytics and its value to the contact center. He points out that at minimum, call recordings can be analyzed after the call is recorded. He foresees real time speech analytics becoming common once the cost of the processing decreases. He has discovered that different verticals use speech analytics differently so the analytics tools have to respond to these requirements. iQventures mission is to revolutionize communications technology by creating intelligent, easy-to-use solutions for their customers. It has decades of experience in technology-driven service organization. Their ultimate goal is to create a seamless, intuitive ecosystem for business communications that helps you better communicate, and better operate. The SpeechIQ™ product http://iqventures.com/speechiq/ makes it easy to analyze sales effectiveness, quality assurance, and compliance. It is a cost effective solution that is available on-premises or in the cloud.