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The term, ‘Voice of the Customer’ is no longer a metaphor.

Speech analytics has been around for a while. Since its first commercial appearance over a decade ago, it has evolved, matured and even diversified. One of its recent branches is Conversation Analytics. Rather than just deciphering the semantic layer of speech, It focuses on mapping an exchange between speakers, in all its wealth.

This white paper illustrates what conversation analytics is, how it introduces the human aspect into the analytical landscape and how conversation analytics is significant to Voice of Customer programs.

Included in this white paper:

  • Definition of conversation analytics
  • Two methods of speech processing
  • Applications for conversation analytics

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