11 Ways to Leverage Speech Analytics for Marketing

Posted by Alissa Pagels-Minor on Aug 19, 2019 10:26:19 AM

Marketers and agencies are under constant pressure to prove ROI. But tracking your digital ads are difficult if you have no way to tell which ads drove calls and resulted in sales. Speech analytics allow marketers to connect the dots and follow the customer through the funnel in order to make smarter decisions about ad spending.

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Topics: customer experience, speech tech, keyword spotting, lead scoring, lead generation, Call Center Analytics, call recording, customer profile, customer analytics, Marketing Analytics

Compliance Monitoring: Harnessing the power of speech analytics

Posted by Natalie Chilton on Jun 10, 2019 3:08:21 PM

How many calls do you wager go in and out of your call center every day? As an enterprise organization, hopefully your answer to that question is less of a guess and more of an exact science. No matter your specific vertical, maintaining an intimate understanding of every voice interaction between customers and agents is integral for call centers to maximize revenue, retention rates, and customer security.

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Topics: customer experience, speech analytics, agent monitoring, API, call scoring, compliance, PCI compliance

Speech Analytics: the driving force for better business practices and customer experience

Posted by Emily Blazensky on Aug 16, 2018 12:13:23 PM

Customer experience is the driving force behind the most successful businesses these days. In fact, according to the 2017 Gartner Customer Experience in Marketing Survey, more than two-thirds of marketers compete largely based on CX alone.

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Topics: customer experience, speech analytics

Using AI to Improve the Customer Experience in your Contact Center

Posted by Emily Blazensky on Jul 6, 2018 12:08:55 PM

When you think about good customer service, the mind more than likely goes to the hospitality industry. Oftentimes, that free upgrade to first class on a flight or a complimentary drink for an excessive wait at a restaurant can make all the difference between a shining recommendation or a scathing condemnation of your business. However, with the recent rise of eCommerce and multiple touch-point interaction, the concept of customer service has evolved into a greater beast, one that requires a skosh more attention than just offering free stuff in a crunch.

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Topics: customer experience, AI, contact center

Voice of the Customer: Understanding Your Customer’s Experience

Posted by Natalie Chilton on Aug 10, 2017 2:38:33 PM

 

Create an Experience

According to the Harvard Business Review, historical evidence shows that companies have little to no control over their customer’s experience with their brand. 

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Topics: customer experience, voice of the customer

7 Tools to Get the Full Picture of Your Customer Interactions

Posted by Natalie Chilton on Jun 16, 2017 9:20:42 AM

 

No two people are alike. More and more, it is critical to think about each individual customer as an isolated situation rather than developing a scenario or response that blankets your entire client base. 

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Topics: CRM, customer experience, voice of the customer, customer service, customer profile

Speech Analytics and the Cloud: Customer Experience and ROI

Posted by JP Whitford on May 2, 2017 3:27:04 PM

SPEECH ANALYTICS FOR THE CLOUD

It wasn’t so long ago that businesses were forced to manually score sales and customer service calls to unearth valuable keywords and sentiment data.

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Topics: customer experience, speech analytics, voice of the customer, cloud computing, customer service

How To Enable The Next Generation of Customer Heroes - OPENTALK 2017

Posted by Emily Blazensky on Apr 13, 2017 10:25:00 AM

APRIL 25 & 26. SAN FRANCISCO, CAOPENTALK Summit

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Topics: call center, customer experience, call center scorecard, voice of the customer, talkdesk, customer service, opentalk

What is Big Voice?

AI-powered speech analytics for the cloud

VoiceBase is defining the future of deep learning and communications by providing unparalleled access to spoken information for businesses to make better decisions. With flexible APIs developers and enterprises build scalable solutions with VoiceBase by embedding speech-to-text, speech analytics, and predictive analytics capabilities into any big voice application. 

 

 

Case study: Increasing Sales by $100K / Month

PDS Case Study Speech Analytics for Call Management
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