DMG Offers Overview of Speech Analytics Market
Adam Boretz at Speech Technology Magazine published an insightful interview with Donna Fluss of DMG Consulting last week. Donna offered a strong market overview and really got at the core values of the technology.
“[Speech analytics] gives us information that we had no other way of getting,” she says. “The only other way we had of getting it was to have our agents write up these conversations or have phone recordings transcribed. And that was prohibitively expensive….”
“Our customers tell us what they want and it falls onto the deaf ears of agents who are being rushed to move on to the next call. Speech analytics doesn’t get rushed.”
These comments speak to the value that speech analytics solutions offer. Phonetics-based speech engines can constantly extract data from all contact recordings, searching for valuable nuggets of information that provide powerful data for many business units in an organization, not just the contact center. Rather than relying on front-line agents reporting information ad hoc, or asking supervisors and quality management staff to report and analyze intelligence gathered from reviewed calls, speech analytics allows for constant querying of critical business data.
- DMG has published a detailed report examining the market:
2009-2010 Speech Analytics Market Report and Consulting Services - Visit CallCopy’s Speech Analytics Page for more information
