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5 Business Use Cases For Speech Analytics You Probably Didn't Know About

Speech analytics as a source of guidance for your organization

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Kindra Cooper

Speech analytics
Anyone vaguely familiar with speech analytics knows it’s a powerful business intelligence tool that scores and analyzes calls while listening for customer sentiment. Beyond its technical capabilities, the value proposition of a speech analytics tool extends outside the contact center. Analyzing your calls can be an important source of Voice of the Customer data, a tool for agent coaching and quality assurance, and more. But it’s not a set-it-and-forget-it dashboard for scoring mo...
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