Speech analytics can help your contact center and business garner invaluable customer intelligence which you can use to dramatically enhance service, increase sales conversion percentages, understand buying behaviors, rescue defecting customers and so much more. The applications are truly endless.
But first, however, you must consider the call recorder that will enable your speech analytics solution. There are many recording applications available, and therefore there are specific aspects you want to look for to ensure you wind up with the most accurate and actionable speech analytics data. The quality of the recording itself can have a profound effect on the quality of the speech analytics output.
Important Call Recording Components to Consider for Speech Analytics
- Stereo recording
- High quality codec
- Access to multiple codecs
- Ability to add meta data to a call
- Metadata filtering
- Portability of recorded call and data
- Open API for easy interoperability
A Word on Stereo Recording
A recorder which features 'stereo recording' capability will lead to much higher quality audio upon playback. Improved quality translates into a better listening experience and also improved speech analytics. Oreka TR records each individual on a separate channel to produce high fidelity voice recording. High fidelity improves speech to text, key word and phrase spotting, speech analytics, and voice biometrics. The voice recording and meta data is available to any third party speech analytics tool, including IBM Watson, Tethr and CallMiner.
When selecting a call recording solution, it is best to inquire about the company's speech analytics strategy and capabilities to ensure you'll have what you need to run high quality speech analytics.