A Beginner's guide to conversation analytics

CX Network

multi-channel campaign, customer engagement strategies, customer service, voice of the customer, customer experience management, customer centric, customer, cxnetwork, cx network

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Voice of the customer

Voice of the customer is no longer a metaphor. A new wave of solutions allowing companies to literally hear and measure their business phone calls is here.

Speech analytics has been around for a while. Since its first commercial appearance over a decade ago, it has evolved, matured and even diversified.One of its recent branches is conversation analytics.

Rather than just deciphering the semantic layer of speech, it focuses on mapping an exchange between speakers in all its wealth. One of the greatest advantages of conversation analytics is the unprecedented ability to recognise both sentiment and emotion.

This guide, which is sponsored by Call Journey provides an introduction to all things conversation analytics.