Speech analytics software can provide a goldmine of data for organizations, but without the right analytics solution, that goldmine will remain untapped. When evaluating speech analytics software solutions, buyers need to take several different elements into consideration, but which are most useful in differentiating between solutions?

“The 2013 Speech Analytics Buyer’s Guide: What Contact Centers Need to Know to Optimize Speech Analytics Spend” covers six factors that every speech analytics buyer should consider before implementing or upgrading a speech analytics solution. The study is published at a time when Aberdeen’s research shows that adoption of speech analytics solutions will almost double over the next 12 months.

The post-recessionary business landscape requires businesses to do more with less. As such, it’s crucial for organizations to ensure that they get the most out of their speech analytics spend. The six factors noted below should be considered in-depth by all businesses currently using or planning to use a speech analytics solution:

  1. Owner
  2. Deployment model
  3. Source of speech content
  4. Latency (Time to analyze speech data)
  5. Method of speech analytics
  6. Purpose / Benefit

Our benchmark report provides in-depth information on what leading speech analytics users prefer when it comes to each one of the above factors. While I encourage you to read the report for further information, the highlights from this study include:

  • Top performing contact centers prefer managing speech analytics initiatives in-house
  • The majority of data analyzed through speech analytics systems are conducted post-call/interaction. Top performing companies are twice more likely to deploy a real-time speech analytics initiative – enabling them to analyze voice conversations in less than 5 seconds.

Read our research report to learn more about the six factors noted above, and how they can help you ensure you’re getting the most out of your speech analytics deployment. The study also includes a snapshot of solution providers that provide a mix of these capabilities.

To share your insights on how these six factors have impacted your speech analytics deployments, please use the comments box below.