While it might seem mundane, digitizing voice data is essential for downstream advantage. There are significant benefits in gathering, aggregating, analyzing, and leveraging appropriate actions from voice data. There are obvious benefits in customer service, sales management, and compliance. Voice data is an equal tributary in the growing data mesh that organizations are dealing with for now and the future. We are only at the beginning of leveraging voice data, so expect a big push in brand monitoring next.
Typically organizations use crucial voice interactions to extract vital information from customer interactions to measure and improve performance, but there is much more potential in leveraging voice data. The power of voice data in the customer experience goes beyond organizational excellence to relational effectiveness.
Many organizations are hungry to understand what customers and prospects think of their brand, products, services, and unique relationship. To this end, organizations are trying to move from reactive responses to negative experiences to proactive real-time action at the time of both positive and negative interactions.
Organizations need to up their game to take on smarter uses of voice over the coming decade. Organizations will have to gear up for “Big Voice Data” that goes beyond rudimentary search to analytic leverage and secure redaction of sensitive voice phrases.