Why You Need AI Speech Analytics

Quotes from Industry Leaders

Voices in the world of telephony are often captured by call recording solutions, only to be deleted as a matter of course or stored away for years never to be accessed or reviewed. Speech analytics allows these voices to be heard, for the opinions, attitudes, and intentions customers and employees reveal during everyday conversations to be extracted and then put to useā€¦


The speech analytics market is expected to reach $1.6 billion by 2020.


Automatic categorization and root cause analytics automatically surface issues

..only 20 percent of customer complaints are agent-related, and the remaining 80 percent stem from product or process issues and misaligned expectations. Speech analytics solutions that go beyond keyword spotting to provide automatic categorization and root cause analytics automatically surface these issues.

Mariann McDonagh, vice president of global marketing at Verint Systems Research, CRM Magazine

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