New technology is being trialled that allows businesses to use speech analytics solutions in their contact centres.
CallCopy has announced it will be selling the software, which it says will allow call centres of all sizes to use these techniques.
This form of technology can help businesses to extract the maximum amount of information from contact recordings, it asserts.
Ray Bohac, chief executive officer for CallCopy, claims that the benefits are clear, although adoption rates for technology of this type are still low.
He says: "Several factors have contributed to this, including high implementation costs, overly complex solutions that require dedicated analysts and added professional services costs and a relatively low return on investment."
Among the features call centres could benefit from are keyword and phrase spotting, confidence scoring and stress detection, the company claims.
Ventana Research's Richard Snow recently told callcentrehelper.com that companies operating call centres should invest in smart desktop applications.
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