WHITEPAPER - Nine Guidelines & 153 RFP Questions for a Customer Engagement Analytics (Formerly Speech Analytics) Solution

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The way we communicate as a society has changed profoundly in the last 10 years and though voice communications is still the dominant media, it is clear that email, text, chat, twitter and other forms of social media will continue to play a larger role in both personal and commerce interactions. In response, traditional call centers are transforming from a voice only environment to Omni-channel customer engagement centers. While the way we interact may be evolving, the primary objectives of optimizing contact interactions such as increasing revenue, improving customer satisfaction and mitigating risk remain constant. Automated Customer Engagement Analytics (formerly Speech Analytics) that captures 100% of contact interactions and produces results that impact revenue, provide actionable insights and trends data and improve compliance is no longer a “nice to have” but rather a “must have.”