Companies can be faced with problems related to understanding what their customers are saying and how it impacts the business. It’s difficult for businesses to apply their resources necessary to find - among thousands of calls - those critical issues that can have a dramatic impact on the business.

Specifically, there’s a need to measure customer satisfaction and performance opportunities by listening to every call a customer makes, looking for key words or phrases that may indicate circumstances, issues or trends that require action.

Calabrio (News - Alert), a developer of customer interaction and call center management software, explains the benefits of a Search and Content Analytics tool in its white paper titled “Speech Analytics - The Power of Simplicity.”

The Search Analytics tool flags calls for review and analysis, which provides a way to mine for key calls of interest more thoroughly and with less effort. Without human intervention, Speech Analytics lets a business mine all calls to pinpoint business issues or trends that require action.

The Search Analytics tool has a Phonetics-based engine which can be used to search large audio files for keywords and phrases with dramatically increased speed and accuracy. The best architecture for analytics will be a result of the analysis of the business problem to be solved and the analytics technology and timing to be applied. Ultimately, the key to success is defining and executing against a clear business goal – understanding the business problems an enterprise needs to solve.

Click here to view the white paper “Speech Analytics - The Power of Simplicity.” The white paper covers areas such as speech analysis technologies like LVCSR and Phonetics, speech analytics software architecture, indexing, query parsing, and metadata analysis.