Speech Analysis: How it can help you gather effective Voice of the Customer

This FREE webinar was recorded on:
Friday, September 07, 2012
11:00 AM - 12:00 PM EDT
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Speech Analysis: How it can help you gather effective Voice of the Customer

Drive operational improvements and improved customer service with speech analytics 

Speech analysis translates human spoken language into structured textual and metadata representations that can feed into real-time processes.
You can now make sense of the true voice of the customer! 

Speech analysis enables you to make sense of customer feedback, both solicited and unsolicited to access the vital insights in data.

In this webinar, you will:

  • Learn how to address some of the challenges of using multiple data sources to  get to the true Voice of the Customer
  • Understand what speech analytics is and how it works to  allow you to make smarter, faster changes to drive operational benefits and improved customer service
  • Look at the common pitfalls of using speech analytics and how you can avoid them
  • Hear practical case studies of how local government and utility companies are leading the way in their use of speech analytics technology


This webinar takes place at 11:00 AM EDT (New York) / 16:00 BST (London) / 17:00 CEST (Paris) /  23:00 HKT (Hong Kong) /  01:00 EST (Sydney). For additional time zones, please use the time converter at http://www.timeanddate.com/worldclock/converter.html.  If you miss the release time, don't worry - this webinar will also be made available on demand.


Steph Platel
Consultant, Voice of the Customer Analytics
Verint Systems

Steph Platel is an experienced member of the Verint Speech Analytics team. Her role includes training and offering consultancy services for the Verint Customer Analytics Suite, specialising in Speech Analytics, Text Analytics and Customer Feedback. Steph has over 5 years business consultancy experience, particularly within the Public Sector and Telecommunications / IT solutions industry. She has led a variety of large and complex consultancy engagements from the traditional analysis and problem solving, to shaping the sales opportunity and is experienced in developing complex business cases and project delivery programmes. She was previously employed by Verint’s largest partner BT, where she worked alongside Verint identifying significant customer insight.

Samantha Richardson
Voice of the Customer Specialist
Verint Systems

Samantha Richardson specialises in speech analytics in the contact centre. Samantha previously undertook a six-month analysis tenure with a large financial institution using speech analytics to identify a number of sales, process and behavioural improvements. Prior to working with Verint, Samantha worked for Vodafone as a continuous improvement manager, implementing improvement and organisational change opportunities in the UK and overseas.