The Under the Radar Speech Analytics Evaluation Characteristic


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I have discovered that there is a serious element that many companies are failing to use in their evaluation of Speech Analytics vendors, and understandably so, because it is so difficult to find…..BUYER’S REMORSE.

Think about what you need to overcome to find this. First, do you think a company is going to give you a reference to a company that didn’t have success with their product. That doesn’t makes these references worthless, but you have to take that under advisement. More importantly, do you think a company is going to tell you they screwed up with their first adventure using speech analytics in their attempts to be an early adopter?

I can think of a handful of companies that have not had good experiences with implementing speech analytics and their buyer’s remorse comes down to these elements.

Total Cost of Ownership: How big is your hardware footprint? How much is available out of the box and how much needs to be customized for your business? How high maintenance is it going to be in terms of employee effort?

Spectrum of Search: Can you do search on speech? How about chat text and surveys?

Vendor Relationship: How long have you been working with the vendor on speech analytics? What type of support is on the clock and what type of support is benevolent? How do they deepen the customer insight and how quickly do they do it? Are they a partner or are they a transaction?

Analytical Horsepower and Operationalization: How do they convert customer insight into choreographed customer interaction? How do they help me measure performance? Are they evaluating a customer interaction or a complete customer experience? Are their tools flexible enough to allow me to change my definitions and transcend different definitions across various companies.

Who else did you evaluate and is this the first company you’ve had integrated? This is hard to ask and harder to answer, but you need to find out if this is their first or second try, based on Speech Analytics just now reaching mainstream. The other way to look at this is to find out what company logos are on the vendor website, and then compare that to the companies they actually give you as references and try to triangulate to an answer.

As a last resort, you may have to ask the question via social networking sites, but you have to be skeptical with some of the answers. Regardless, do your due diligence and find those companies that are less than happy with the results. You will likely find a recording platform company that is trying to be all things to all people.

Republished with author's permission from original post.

John Corrigan
J.C. Corrigan has been an operational and analytical leader in every endeavor throughout his career. J.C. has served as a Mission Commander in the United States Navy, flying the P-3C Orion aircraft during the Cold War. He has mentored several associates while working for General Electric as a Black Belt and Capital One in several operational leadership roles.


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