Speech analytics is projected to grow at a rapid rate in 2012. This can be attributed to the ability of speech analytics to extract pertinent data from the untapped source of recorded transactions. In turn, businesses will be able to understand customer experience and behavior, and identify pockets where employee performance that can be improved.

With these insights, your organization can make the proactive changes necessary to increase customer loyalty and retention. Review this paper now to discover ways your company can:

• Gauge customer satisfaction with every interaction


• Identify gaps in employee skills or knowledge


• Understand why sales offers are accepted or rejected


• Recognize mentions of competitors and their promotions


• And more