Speech analytics is helping companies in recording customer experience. Cloud-based speech analytics also utilize audio mining technology to give contact center leadership an easy to implement platform that can analyze thousands of calls in real time. Agent knowledge assessments help companies to improve training practices that in turn increase revenue and productivity. Customer comment analysis adds “voice of the customer” observations that help in improving products and services. Jeanne Landau (author) in her article writes how leading companies are using speech analytics to enhance their customer engagement strategies at:  http://customerthink.com/three-ways-leading-businesses-use-speech-analytics-to-improve-their-customer-engagement-strategies/