Today, call centers using human scoring score less than 5% of volume
due to cost and technological limitations. With automated call scoring,
machine learning algorithms train using results defined by humans
(hot lead, rude agent, upset customer, etc.) to score calls instantly.
Voice Analytics has been empowering frontline workers in contact centers and organizations for years, but 86% of businesses report that they need better technology-enabled insights to really gain value from their data. The value of these analytics can be transformational for enterprises.
Jason Beckett of PDS shares how speech-to-text, custom keyword monitoring, and AI-powered analytics improves customer sales rates and overall efficiency of contact centers.
Discover what strategic enterprises are doing to stay competitive using speech analytics.