The Value of Speech Analytics

In this special section of Speech Technology Magazine, you will find an overview of the major applications for speech analytics within the enterprise environment provided by Datamonitor, followed by a concise discussion of the role of speech analytics in quality monitoring by SER Solutions.

As with many data collection activities, the ability to analyze information is most often outpaced by the amount of data collected. In call centers this problem is exacerbated because audio data is unstructured, and until recently it was very difficult to structure the data and mine business value from the thousands of conversations taking place in a call center. Speech analytics now offers a solution to contact center managers to ensure quality, gather business intelligence, and ultimately serve the customer better.

For those of you interested in applications serving call centers and customer service solutions, you will be happy to hear that Speech Technology Magazine will now be able to leverage the editorial, online, and infrastructure assets of its new sister publication, CRM magazine, as a result of the recent acquisition of AmComm, Inc. by Information Today.

Our goal is to provide you, our reader, with end-to-end content, from business technology solutions through strategic executive decisionmaking, with our network of magazines, newsletters, Web sites, conferences, and books. The contact center is the natural overlap of Speech Technology Magazine and CRM magazine where we hope to extend the value chain of both publications and Web sites.

Please click here to view an online version of this section. And because these topics are complex and deserve more than cursory consideration, I encourage you to get more information from both SER's and Datamonitor's Web sites.

Bob Fernekees
Group Publisher
BFernekees@Infotoday.com
Information Today, Inc.