From speech to insights: The value of the human voice

The evolution of the traditional call center into an omnichannel contact center has allowed companies to view the function less as a cost driver and more as an opportunity to provide strategic, experience-oriented customer care. With customers engaged via SMS, websites, chats, and social media, identifying customers' reasons for initiating contact has become a core analytics use case for virtually any contact-center operation. This increased focus on customer care requires today's leaders to manage more data than ever before--and as more transactions migrate from in-person channels, data management becomes even more important to the customer experience. But many businesses still struggle to capture and process customers' voice conversations. Across industries, these interactions represent the majority of all incoming volume, and projections suggest that these calls aren't going away anytime soon.