At the beginning and end of every call, your Speech Analytics system displays customer mood on your Agents dashboard. How does a machine understand whether your customer is happy or not? It uses two things:   Natural Language Processing Sentiment Analysis.   Natural Language Processing. Conventionally, people used programming languages to “speak” to computers. But now, we see Alexa, Siri and Cortana, following instructions we give in our...

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The Forrester 2018 predictions confirmed what we suspected all along: Customer Experience will continue to be this year’s great differentiator. All eyes are on the ammunition needed to win the CX wars.  Is Speech Analysis System the latest tool your call center can add to its arsenal? Let’s weigh in.   What is Speech Analytics?   Speech Analytics or SA essentially scans every single one of your calls for...

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