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Optimizing Business Processes With Speech Analytics (Strategy Focus)

Product Type: Market Research Report
Published by: Datamonitor
Published: October 2006
Product Code: R313-17960
Description
Introduction

Speech analytics is moving from the realm of intelligence to a viable commercial tool for improving customer service.

Scope
  • Define a baseline and a set of goals for speech analytics' deployments
  • Select, pilot, and deploy a solution that meshes with business needs
  • Consistently reevaluate and tune the solution and ensure that it is continuing to meet organizational imperatives
Highlights

In order to ensure the success of a solution, it is important that speech analytics be understood in the context of other information available within the enterprise, and that clear measurable goals be set for its use.

Business managers should follow the guidelines outlined in this brief to achieve greater success with speech analytics solutions

Consistently re-evaluate and tune the solution and ensure that it is continuing to meet organizational imperatives

Reasons to Purchase
  • Provides a practical outline for the deployment of speech analytics solutions
  • Guides the reader from initial exploration through goalsetting, deployment, and eventual tuning
Table of Contents
DATAMONITOR VIEW
CATALYST
SUMMARY
METHODOLOGY


ANALYSIS
Define a baseline and a set of goals for speech analytics deployments
Establish a baseline
SWOT Analysis: Strengths, Weaknesses, Opportunities, and Threats
External environment
Internal environment
Goal formulation
Quality monitoring goals
Business intelligence goals
Select, pilot, and deploy a solution that meshes with business needs
Strategy formulation
Implementation and deployment
Ongoing management
Reevaluate the solution and ensure that it continues to meet organizational imperatives
Benchmarking
Awareness
Feedback

APPENDIX
Definitions
Further reading
Ask the analyst


List of Figures
Figure 1: Steps for Deploying Speech Analytics in the Contact Center
Ordering and More Information
Price and Delivery Options


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