Speech Analytics: Changing the Game for Contact Center Technology
NICE inContact
JUNE 30, 2016
Speech Analytics has been a game-changer in this regard, allowing complete and in-depth analysis of 100% of customer interactions without the need for hiring a gigantic call Quality Assurance (QA) staff. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.
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