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August 13 - 15, 2012
New York Marriott Marquis
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SpeechTEK 2012 - Tuesday, August 14, 2012
C202 – Using Analytics
11:45 a.m - 12:30 p.m
MODERATOR: Sondra Ahlén, Principal VUI Consultant/Owner - SAVIC

Enterprise contact centers routinely record conversations for post-call use, such as regulatory compliance and quality monitoring. Rehor describes how visionary companies are beginning to use modern analytics applications that leverage live media streaming and open recording on the network to provide real-time business intelligence that guides customer care representatives toward speedier, more accurate resolution of caller issues. Arslan describes ways to obtain reliable and robust speech analytic parameters such as hesitations and breathing, and how these parameters can be useful in agent quality monitoring in speech analytics.

Open Speech Recording & Analytics: Improve Customer Care in Real-Time
Ken Rehor, Voice Technology Group - Cisco
Challenges for Speech Analytics
Levent Arslan, CEO - SESTEK

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