KnowledgeSpace PTY LTD
Speech analytics as a service aims to fix all the problems associated with big data.
With the only requirement being a call recording capability, which most contact centres already have, analytics as a service can be deployed quickly, with no need for internal specialists or purchase of any additional software licences. This approach suddenly puts big data in the hands of smaller call centres, to drive enhanced sales and service performance and uncover invaluable insights from customer conversations.
Manually reviewing a tiny sample of individual call recordings will never deliver the insights of a “big data” approach.