Speech analytics? Its audio transcription with text searching, right ?
For the third time in as many weeks we had a conversation with a prospect that went along the lines of:
#1 “We looked at speech analytics a while ago, and we get it, “check 100% of calls, automate agent scoring, compliance checking, coaching effectiveness, discover new customer insights, improve the customer journey & the customer experience”.
#2 “Loved the idea in principle, but it turned out to be pricey and complicated”
#3 “Anyhow we think we can do this in-house, quicker and cheaper. We can we push the audio through Google and run a search on the transcript”.