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CRM Debuts Free Speech Analytics Call Center Software
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January 06, 2011

CRM Debuts Free Speech Analytics Call Center Software

By Raju Shanbhag
TMCnet Contributor

The Speech BI (Business Intelligence) and Speech BI Plus On-demand Speech Analytics Managed Service programs from Customer Relationship Metrics (CRM) are now offering a free speech analytics software component, for qualified candidates.

Along with the ability to capture data from "customer dial to disconnect,” Customer Relationship Metrics' Speech BI program contains business intelligence know-how. With Speech BI, IVR Analytics, Call Flow Analytics, Sales Analytics, and Agent Behavior Analytics are all possible activities. CRM adds Customer Experience Analytics by including post-call survey data collection to the program with Speech BI Plus, the company stated in a press release.

CRM specializes in Customer Experience Analytics, Speech Analytics, and Operational Analytics to improve Employee and Organization Performance. CRM possesses a special expertise in call centers.

“We agree with the speech analytics software vendors and industry analysts; the skills needed to maximize the investments with speech analytics require highly specialized talent that are very difficult to find, to develop, and to retain," said Dr. Jodie Monger, CEO of CRM. "Our clients want to reduce the business risk of losing these special individuals by having our experienced team support them.”

Various industry study reports have highlighted that the on-demand managed services option is preferred to the significant time and cost investments needed to implement and operate speech analytics software and programs. For experts with access to immediate best practices and no capital expenditures for speech analytics software, the managed service provides a better and safer choice, the company stated in a press release.

In January 2008, the company gathered data for its Workforce Management Practices Study, endorsed by the Society of Workforce Planning Professionals (News - Alert) (SWPP). The study was sponsored by WFM solutions provider InVision Software, along with WFM solutions providers Verint Systems and Calabrio Software. President, Customer Relationship Metrics, and famed consumer scientist Dr. Jodie Monger led the research. Monger is the inventor of real-time surveying for contact centers.

Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju’s articles, please visit his columnist page.

Edited by Tammy Wolf

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