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In the era of big data, and now big voice, successful enterprises are taking advantage of data visualization with open BI tools like Yellowfin or Tableau.
Recently we’ve seen a shift happening in the telecom/unified communications industry where enterprises are now hiring developers and creating in-house solutions for gathering data and managing analytics. And the better the data, the better the results.
As conferences go, Salesforce’s Dreamforce is kind of the end-all, be-all. A mixture of sunshine, rock bands, brightly colored signs, Buddhist monks, tech-celebrities and a bit of cloud computing; it’s quite a site.
Many call centers and call center monitoring software need a way to search through recordings to monitor agent script adherence. This allows work force managers to coach staff and business owners to monitor for any customer service issues.
If you want to stay ahead of the curve on one of the hottest trending technologies, here’s a must-see list of companies to visit and sessions to attend at Dreamforce.
If you’re a Dreamforce pro, you know that there is zero time to waste at this conference. So, what should you allocate your time towards?
Human scoring was the only option for enterprise call centers to score, monitor, and manage their agents and call interactions for a long time. At that volume of agents and calls, many call center managers quickly discovered they could not afford to re-listen to every call, but they also couldn’t afford not to. So they compromised.
Speech analytics is a method of analyzing recorded conversations to extract and parse out data from your business communications to gain additional insights.
Speech technology is a game of ‘what is most likely to have been said here’ and the winner is the speech engine that can predict the results most accurately.
Converting spoken information into text, data or actionable insights is not an easy task. Speech technology is a game of ‘what is most likely to have been said here’ and the winner is the speech engine that returns the most accurate results.