Digital transformation has enabled modern contact centers to engage with customers across multiple channels that span beyond calls. With interactions happening over emails, chats, private messages, and social media, today’s omnichannel contact centers can now address more data than ever before.
However, many contact centers still rely on legacy speech analytics tools often included as a part of a workforce management solution. We compared Clarabridge with Legacy Speech Analytics tools based on 7 criteria that cover omnichannel analytics, speed to insight, scalability, transcription quality, and more.
Download this report to learn about:
- Top challenges with Legacy Speech Analytics tools.
- How Clarabridge enables companies to overcome these challenges.
- Nuances with a phonetic approach to analyzing speech.
- Features of a machine learning transcription tuned for industry-specific terms.