With customer demands rising and issue complexity soaring, the door on CX guesswork is firmly closing. As they design their experiences and coach their employees, contact center leaders cannot rely on previous assumptions or even voice of the customer surveys. They need to know exactly what their customers are experiencing and precisely how they are reacting to those experiences.
The good news is all contact center leaders already possess this caliber of intelligence. Their challenge is actually activating it.
AI-driven speech technology provides a solution to this challenge. By not only providing real-time, multilingual transcriptions of interactions but gleaning critical summaries, uncovering sentiment, classifying conversation topics, and even analyzing non-speech audio, the right tool will eliminate uncertainty. It will render assumptions obsolete. It will provide voice of the customer analysis that is actually based on the voice of the customer.
From there, contact center leaders can refine all facets of their operations. They can better anticipate and predict customer needs. They can intelligently route customers to the most suitable agent. They can also empower those agents with more personalized and relevant training.
They can make customer centricity a reality.
Speechmatics, a leader in this category, is proving that the theoretical upside will indeed manifest as practical value. The technology harnesses the power of speech to create seamless user experiences, leading to happier, more engaged agents and more satisfied, trusting customers.
Additional insights, including real-world case studies, follow:
- The power of speech intelligence in the evolving contact center landscape
- More than compliance: the many benefits of real-time speech technology
- Case study: how speech tech empowered a seamless IVR experience
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