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SpeechTEK 2013 - Monday, August 19, 2013
A104 – Next-Generation Speech Analytics: Riding the Real-Time Data Wave
2:15 p.m - 3:00 p.m
Omer Minkara, Research Director, Contact Center & Cust Exp Man - Aberdeen Group

By the end of 2013, approximately half of all businesses are expected to use speech analytics as a part of their customer care efforts. Research findings demonstrate that real-time speech analytics can empower agents with crucial intelligence on customer behavior at the moment of truth—during the call. This session provides an overview of how real-time processing of speech data enables organizations to outperform their competitors in key measures such as customer satisfaction and average handle time.

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