Whitepaper

Speech analytics steers today’s true Voice of the Consumer


AI-powered speech analytics boosts CX and agent performance

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Photo of Sharath Tadepalli

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

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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.

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.

Learn more

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