Written by Keith Dawson, Senior Analyst for Frost & Sullivan
Speech analytics technology has been available to contact centers for years, yet adoption remains remarkably low. How can this be for a technology that can provide such valuable and meaningful information about the customer experience, as well as the performance of agents, the center and the enterprise? Envision and Frost & Sullivan have teamed up to address these issues in a white paper that will offer you tremendous insight in to the adoption barriers and how a fresh and right-sized approach to speech analytics can eliminate these barriers for call centers of all sizes. “Right-Sizing Speech Analytics: Contact Centers Need a Scalpel, Not a Chainsaw”, written by Keith Dawson, Senior Analyst for Frost & Sullivan.