1. Lack of flexibility and accuracy of analysis

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The system required manual input of all possible interpretations of phrases and their combinations in order to correctly evaluate the operators' communication. If an employee deviated from the given template or changed the word order, the system could not correctly evaluate the dialogue. For example, if the word "discount" had to be used, and the operator said "special price", the system did not count it as the correct answer.

For business owners and top managers, the key goals are to belgium mobile database increase profits and accelerate growth . To do this, they need to qualitatively build and control sales and customer service processes. Automation of communication, increase in call conversion and improvement of the quality of work of contact center operators are the main tasks that they are trying to solve with the help of speech analytics.

Owners want to see sustainable revenue growth, expansion of the customer base and improvement of the service level. Top managers strive to optimize work processes, ensure quality control of operators' work and achieve the fulfillment of key performance indicators (KPI). The implementation of speech analytics should help in evaluating dialogues, motivating employees and ensuring that communication complies with specified standards and checklists.