Speech Analytics

Dialing into the new year: Customer experience in 2020

17 January in Customer Experience, Sentiment Analysis, Speech Analytics

It’s 2020 and anyone in the contact center space can clearly see CX and customer journeys have become the most pivotal points when it comes to successful operations and business growth. The transformation has been on-going, but with rapidly changing technological advancements and thereby varying...

How can Speech Analytics tell if my customer is happy or not?

17 October in Speech Analytics

At the beginning and end of every call, your Speech Analytics system displays customer mood on your Agents dashboard. How does a machine understand whether your customer is happy or not? It uses two things: Natural Language Processing Sentiment Analysis Natural Language Processing. Conventionally, people used programming languages to...