

Catherine de Hueck Doherty




Customers and companies would both benefit from systems that identify which ongoing customer phone calls were going very badly or which agents were not complying with regulatory requirements. Real-time speech analytics can provide companies actionable advice on how to fix those issues. The ability to use real-time speech analytics to present agents the best upsell offer for that specific customer could also generate tangible revenues for brands.

If only it were that simple. Due to the intensive processing power required to spot emergent problems or opportune cross-sell moments in a phone call, the current crop of real-time speech analytics tools is expensive when used at scale. Additionally, the tools require ongoing tuning to remain effective post-deployment.

Our new research piece, “Real-Time Speech Analytics — Still More Sizzle Than Steak,”covers the hurdles customer service pros will need to overcome to justify the cash outlay on this technology and five practical steps they should to take to prepare for a world of alerts generated in real-time based on customer conversations.