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/

Speech analytics or audio mining is used to analyze spoken words that reveal information when an interaction takes place between the contact centers and organizations and it optimizes workers performance and enhances customer experience. Speech analytics technology is used mostly in call centers to extract valuable business intelligence. North America is the strongest initial market for speech analytics and this market is expected to grow from $241.8 million in 2014 to $696.2 million by 2019, at a CAGR of 23.6% from 2014 to 2019. Read more at: http://www.sys-con.com/node/3287613

Today's contact center must leave traditional approaches behind and transit itself into a real-time customer engagement center. According to Donna Fluss (founder and president of DMG Consulting), real-time analytics is quickly becoming a necessity in customer service. Recent innovations gives an organization a practical approach to use real-time input from customers and enterprise business intelligence solutions to optimize service experience. Real-time speech analytics takes traditional speech analytics to the next level, looking at interactions while they are happening. According to Frost & Sullivan's "2014 Big Data and Analytics Survey", it was reported that 75 percent of firms have either deployed or plan to deploy a real-time analytics solution in their organizations. Read more at: http://www.destinationcrm.com/Articles/Editorial/Magazine-Features/5-Hot-Customer-Service-Technologies-100524.aspx