The ROI of speech analytics for the call center

Because speech analytics is new and relatively unknown both within the call center and across the enterprise, it can be perceived as a risky investment. But early adopters have found that speech analytics has a rapid three- to 12-month payback, high net present value (NPV) and high internal rate of return (IRR), according to Donna Fluss. In her latest column, read more about the benefits of speech analytics and how to build a business case for speech analytics technology.[click heading for more]

Who should buy speech analytics technology?

Speech analytics technology has evolved in recent years, providing organizations with insight into sales, service and products pulled not just from call center reports but truly from the voice of the customer.

Who should really own speech analytics? Does it belong under the management of the contact center? Marketing? Analytics/business intelligence (BI)? It's a question organizations need to consider when they're purchasing speech analytics tools, according to Keith Dawson, senior analyst with Frost and Sullivan.

Essentially, there are four ways for an organization to purchase speech analytics, according to Dawson.[click heading for more]