Whitepaper

Speech analytics steers today’s true Voice of the Consumer

AI-powered speech analytics boosts CX and agent performance

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By Sharath Tadepalli

Director and Global Practise Leader for Data Sciences and AI, HGS Digital, Austin, TX

Dial into the Voice of the Customer with AI-based speech analytics: Get the whitepaper

One of the richest sources of customer data is call recordings, which contain insights spoken in the customer’s own voice. In fact, Gartner reports that 70% of mobile searchers click to call directly from search results to connect with a business.

Speech analytics, powered by artificial intelligence, helps today’s companies gain greater insight into customer experience and agent performance by analyzing large volumes of calls and applying rigorous analysis.

Inside the whitepaper

Specific ways to boost business benefits of speech analytics
Implementing an Ideal speech analytics framework approach
Tangible business milestones from textual and digital character archival
An 8-step approach to getting started with speech analytics

Featured speech analytics insights

Case study

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Driving revenue through customer experience

Improving cardholder NPS® scores with speech analytics

Blog

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Improve agent work-at-home performance with 8 unconventional uses of speech analytics

Speech-to-text and speech analytics technologies are often focused on capturing, understanding, and harnessing the voice of the customer to improve products and services.

Blog

10 creative ways to leverage advanced analytics

Whichever metrics an organization has identified as critical to their business goals, the value of big data lies in how it’s analyzed and applied.

View all insights

Accelerate the CX advantage with customer analytics

How well do you really know your customer? With today’s complexity of market segments, customer needs and channel preferences, businesses today need a holistic understanding of their customers. HGS Digital data analytics solutions help companies make data-backed business decisions to drive improved CX.

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We are a global leader in the customer experience lifecycle, digital transformation, and business process management.

HGS is helping its clients become more competitive every day.

HGS combines automation, analytics, and artificial intelligence with high quality talent and deep domain expertise to achieve superior outcomes in the areas of digital customer experience, back-office processing, contact centers, and HRO solutions.

In finding the perfect balance of people and technology, we build our clients’ businesses for the future.

About Hinduja Global Solutions (HGS)

A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital transformation with deep domain expertise focusing on back office processing, contact centres, traditional and digital customer care, and HRO solutions to deliver transformational impact to clients. Part of the multi-billion-dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 41,110 employees across 59 delivery centres in seven countries.