Speech Analytics

Speech Analytics: Lack of Knowledge Workers Hampers Big Data Analytics in Enterprises
Customer Relationship Metrics, a provider of managed call center analytics and advisory service, announced the findings of a study on the importance of big data in today's IT scenarios and the challenges associated with implementing big data analytics strategies in enterprises. The study was conducted using Nielsen McKinsey's NM Incite technology, which collects user-generated content from over 180 million sites worldwide, including blogs, message boards, usenet groups, Twitter, Facebook, and video and image sites.

Experts Identify Top Reasons for Implementing Speech Analytics
Great idea for a column from Call Center Helper: Ask six experts what the best return on investment is from implementing speech analytics in contact centers. Reducing avoidable contact: As told by Craig Pumfrey, director of Marketing & Communications, NICE Systems EMEA, a service center project created search parameters to automatically "listen" for words and phrases in every inbound customer call that could be used during an avoidable contact, such as "parking fine" or "I called last week." These interactions were then indexed and checked against the set parameters and wherever a match was found the call was flagged for the team to review the reason for the enquiry.

Speech Analytics: Calabrio Unveils Latest Workforce Optimization Software for Contact Centers
Calabrio, a provider of contact center workforce optimization software, announced the latest version of its Calabrio ONE suite, offering enhanced speech analytics capabilities to supervisors, including a clear view of comprehensive performance data.

UTOPY's Intelligent QM Automates and Simplifies Quality Monitoring Process
UTOPY is the speech analytics leader in contact center performance optimization powered by customer interaction analysis. Its proven performance optimization and customer intelligence solutions are award-winning, and its customers are Fortune 500 leaders in their respective industries. UTOPY analyzes the interactions taking place between companies and customers and then delivers unparalleled insight and recommendations for performance improvement through scorecards, alerts, analytics and reports.

Speech Analytics: UTOPY Helps Improve Debt Collection Agent Performance
Speech analytics leader UTOPY offers Interaction Analytics software, noting that when combined with the UTOPY Collections Optimization offering, it can measure, monitor and improve debt collections. "Whether you're a collections agency looking to drive results for your clients or an in-house contact center looking to reduce outstanding receivables, UTOPY can help," say company officials.

Insurance Providers Reaping the Benefits of Speech Analytics
UTOPY, as described in this case study, is a company focused on providing quality speech analytics and has produced a product line that fits in well with the needs of the insurance industry today. As customers rarely have personal contact with their insurance company unless a major event occurs, speech analytics makes sense for self-service channels.

Zhejiang Mobile Selects Impact 360 Speech Analytics Solution from Verint
Zhejiang Mobile, one of the largest mobile communications network operators in China, has selected Verint Systems' Impact 360 Speech Analytics.

Speech Analytics Pioneer UTOPY Reflects on an Impressive 2011
Over the last several years, speech analytics technology has continued to emerge as a crucial element of an optimally run contact center. But in 2011, one speech analytics company in particular found itself at the top of its class.

UTOPY Webinar Reveals How Speech Analytics Automates, Improves Traditional Call Quality Assessment
A recent Webinar, entitled "Using Speech Analytics to Improve Contact Center Quality Measurement," was presented by TMC and speech analytics leader UTOPY. Contact center quality assessment traditionally has had two major challenges, Webinar officials said: sample size and criteria objectivity. The Webinar showed how speech analytics can help with both of these challenges by evaluating every interaction each agent has with a customer, and using "standardized definitions to measure behaviors that can be objectively defined in terms of what agents actually say during calls."

Speech Analytics Provider CallMiner Appoints New Chief Marketing Officer
CallMiner, a provider of speech analytics solutions, has appointed Bob Sullebarger as chief marketing officer at the company's Waltham, Mass., office. Sullebarger has extensive industry experience from deep data analytics to telecom and networking.

Speech Analytics Solves Contact Center Quality Assessment Challenges
In an age when most companies communicate with customers over the phone, through the Web, and by e-mail and chat, it's absolutely pertinent for enterprise decision-makers to gauge how well their contact center is performing, and accurately measure the quality of customers' experiences. More often than not, this window of opportunity is discovered through the "voice of the customer" and interactions between customer and agent.

UTOPY Speech Analytics Used to Track, Improve Sales Agent Performance for Loans Agency
E-LOAN, the Internet lending division of Banco Popular North America, offers home mortgage, home equity, and auto loans along with high yield savings and certificates of deposit, as well as access to several lending partners. Recently the company decided to use speech analytics from UTOPY to re-examine its sales process and employee performance. The company had some specific questions it knew it needed answered -- how well its sales process worked, which agent skills were most important in generating sales, who was using these skills and who was not and whether those not using these skills improved after additional training.