Speech analytics gives businesses the ability analyze customer interactions and improve their overall customer experience. Using a combination of advanced speech recognition and natural language processing technologies, it it transcribes and analyzes customer calls, providing businesses with valuable insights into customer sentiment, behavior, and preferences.

Did you know that Natural Language Processing (NLP) is a feature of computer science and AI? It's all about getting computers to understand human languages, which can be pretty complex and tricky. NLP breaks down language into parts like words, phrases, and sentences, and analyzes how they all fit together. It also takes into account things like the context and cultural factors that can influence how people speak.

Reflections on going head to head with a client's incumbent contact center services provider.