Nothing can tell you more about your business than analyzing your customer calls. Call recordings are a gold mine of rich insights about customer satisfaction, customer churn, competitive intelligence, service issues, agent performance, and campaign effectiveness.

However, since the pandemic, the sheer volume of phone calls has exceeded the organizations’ ability to manually review and analyze them. Manual review can process only a fraction of calls using unsophisticated analysis. There must be a better way. For most organizations, there is neither the time nor the funds available to realistically analyze all existing communication channels. However, that doesn’t mean omnichannel failure. Speech analytics provides a way to “democratize data” across your technology landscape even when you cannot physically integrate your channels of communication. As a result, a business can learn from each of those interactions to create strong engagement strategies and drive business improvement.

Conversation analytics allows you to optimize omnichannel customer experience by capturing and analysing every interaction with your customers, regardless of channel (phone, email, chat, social media, or surveys). The most effective and comprehensive solutions ingest text-based interactions, as well as voice to support omnichannel experience insight with data driving root cause action.

The essence of capable conversation analytics is to accurately reveal meaning from the way customers and agents speak (contextual meaning) as well as how it was said (acoustic measures). Platforms that support chat, email, survey, and other text-based communications enable an organization to gather a complete perspective of customer behaviours, even for channel hoppers

This Roundtable will discuss on how speech analytics helps organizations to understand every touchpoint, giving customers the flexibility of using multiple channels. These customer insights can empower every part of your business from marketing to finance to operations.