A Beginner’s Guide to Conversation Analytics
New wave of solutions to hear and measure business phone calls
The term, 'Voice of the Customer' is no longer a metaphor.
Speech analytics has been around for a while. Since its first commercial appearance over a decade ago, it has evolved, matured and even diversified. One of its recent branches is Conversation Analytics. Rather than just deciphering the semantic layer of speech, It focuses on mapping an exchange between speakers, in all its wealth.
This white paper will give you the insights into why conversation analytics is a technical answer to the voice of customer movement, and a need to go beyond dry statistics.
Included in this white paper:
- Definition of conversation analytics
- Two methods of speech processing
- Applications for conversation analytics