The Call Recording and Speech Analytics Reference Guide

The Call Recording and Speech Analytics Reference Guide is one of the most comprehensive collections of information on call recording and speech analytics on the web.

It is a collaborative guide, using wiki based technology, supported by nearly all of the key industry vendors.

Contents

Call recording

Beginners

• Beginners Guide To Recording
• A list of Call Recording Suppliers
• Call Recording Case Studies
• Recording Calls In Contact Centres
• Typical applications for call recording
• Types Of Call Recording
• Call Recording Software
• Call Recording Guidelines
• How to justify the cost of a Call Recorder
• Questions to ask your Call Recording Supplier
• Hosted Call Recording
• Recording Calls For Training Purposes
• Retrieval Of Call Recordings

General

• Call Recording For The Police
• History Of Voice Recorders
• Call Recording for Financial Services Companies
• Call recording and QM in local government
• Call recording and QM in commercial contact centres
• Recording Mobile Phones

Quality

• Call Quality Monitoring
• Typical Quality Monitoring features
• Using Call Recordings To Coach Staff
• Top tips for Call Quality Monitoring
• Call Center Quality Assurance
• Call Quality Evaluation
• Recording Customer Surveys

Regulations

• PCI DSS and Call Recording
• Data Protection Act and Call Recording
• Call Recording Legislation
• Legal Implications of Call Recording

Technical

• A-Z of call recording features
• Implementing Call Recording
• VoIP Call Recording
• Call recording reports

Speech Analytics

Beginners

• Beginners guide to Speech Analytics
• Speech Analytics – the Basics
• Speech Analytics Case Studies
• Typical uses for Speech Analytics
• Benefits of using real time speech analytics
• Speech Analytics Vendors
• Speech Analytics In Marketing
• Speech Analytics in Debt Collection
• Speech Analytics in Banking
• Speech Analytics in Customer Service
• First Call Resolution using Speech Analytics
• Using Analytics to avoid complaints on Social Media

General

• 16 of the Best Uses for… Contact Centre Analytics
• Choosing a Speech Analytics Solution
• Top tips for deploying a Speech Analytics Solution
• The functional benefits of Speech Analytics
• Barriers to the deployment of speech analytics
• Using speech analytics to assess language proficiency
• Speech Analytics for Customer Surveys
• Speech Analytics in the rest of the Enterprise
• Using speech analytics to provide customer insight
• Speech Analytics – The Largest Focus Group

Technical

• An A-Z of Speech Analytics Features
• How does Speech Analytics work
• Speech Analytics for Outbound
• Business Intelligence
• Does Emotion Detection Really Exist?
• Word Spotting vs. Phonetic Search vs Speech Recognition
• Sentiment Analysis
• Analytics and Workforce Optimisation
• Audio Mining

Multi channel analytics

• Types of multi channel analytics
• Sources of data for multi channel analytics

Companies Supporting the Project

• Magnetic North
• ASC Telecom
• Aurix
• Business Systems
• CallMiner
• Contact Babel
• Infinity CCS
• Interactive Intelligence
• itCampus
• NewVoiceMedia
• Nexidia
• Nice
• Red Box Recorders
• Sabio
• Verint