Thursday, 22 February 2007

Listening Tools

Listening attentively to customer interactions to gain early insight into potential customer issues, up and cross-sell opportunities and other insights is not really new. Using powerful speach analytics bots to detect specific keywords (competitors' names...), emotions or even intonation such as sarcasm provides an important edge.

As Forrester Research puts it "Insight gained from data available today, sitting unused in contact center data warehouses, can supplement (or replace) expensive surveys and customer focus groups to find out what customers think about the company, its products, and its services." I would add its competitors....

Gartner predicts that such approaches will not become mainstream until 2009. Any business that depends heavily on a contact centre must get ahead of the curve. Key movers in this space are: Autonomy, CallMiner, Nexidia, Nuance Communications and Utopy.