Audio Visual Technology

The latest audio video technology are very helpful to make internal meeting or presenting a business proposal in a good presenting way. Projectors and other audio visual equipments are used in every step. In call centers the audio video technology are very useful for example the audio technology of the call center need to be very good. As latest technology in the IP phone systems are in use by the call centers.

Today in call center business it is essential to have the basic idea of audio-visual equipments to interact with the clients. Mostly the audio. Most advanced audio visual equipment today works systematically and are controlled by various programs and it requires some amount of skill and technical know-how to handle such equipment. IT is playing an important role in various aspects of our work life.

To give the best performance to the call center customer to satisfy them call centers are giving the full training and the understanding to the user these audio visual equipment come with their training manual and other documentation to run the equipment. There are few call centers are giving the customer care support for this also. Audio video are giving the multitasking environment to the call center company's.

Call Centers are doing the call conferencing and video conferencing to provide the remote services to the clients and to interact the agents too. Now a days very fast and clear audio video equipment are available in the market which are giving the fruitful result to the call centers. There are some basic points that you should learn before you get on to handle any equipment. It is important to learn these points because they can make or break your show and without knowing these it would be almost impossible for you to run the show. You should know all the details in respect to power sources, connection wires and cables and proper placement of the equipment. You need to take care, as even the slightest fault in switching the equipment on can cause total system failure.

Maintenance of the Audio video equipments are being taken care by a special team. If all equipment will get the good care then the performance will be remain as new always. Play around with your audio visual equipment for some time and you will slowly get to learn more about it. User manuals and tech support guys can definitely help you have a better understanding of the equipment however, the more you use them the better control you will have on them. And this will make your business deals more successful.

Who need speech analytics technology?

Speech Analytics is a term used to describe automatic methods of analyzing speech to extract useful information about the speech content or the speakers.

One use of speech analytics applications is to spot spoken keywords or phrases, either as real-time alerts on live audio or as a post-processing step on recorded speech. This technique is also known as audio mining. Other uses include categorization of speech, for example in the contact center environment, to identify calls from unsatisfied customers. Speech analytics technology may combine results from different techniques to achieve its
aims. For example knowledge about where certain keywords were spoken in a customer telephone conversation could be combined with knowledge about which speaker (customer or contact center agent) spoke the words and perhaps knowledge of how often the two speakers were talking at the same time as each other.

Speech Analytics in contact centers can be used to extract critical business intelligence that would otherwise be lost. By analyzing and categorizing recorded phone conversations between companies and their customers, useful information can be discovered relating to strategy, product, process, and operational issues. This information gives decision-makers insight into what customers really think about their company so that they
can quickly react.
Source: wiki


Speech analytics technology providing organizations with insight into sales, service and products pulled not just from call center reports but truly from the voice of the customer. Yet it has also brought a dilemma for organizations deploying it. Who should really own speech analytics? Does it belong under the management of the contact center? Marketing? Analytics/business intelligence (BI)? It's a question organizations need to
consider when they're purchasing speech analytics tools.

Essentially, there are four ways for an organization to purchase speech analytics. Vendors that have developed speech analytics typically promote just the core speech analytics functions, parsing recordings for meanings, establishing patterns and alerting users to unseen connections. In the contact center, agent performance optimization vendors are pushing the technology from the workforce optimization side. Speech analytics
are a way to measure agent skills and train them.

outsourced call centers are bringing speech analytics to the attention of their clients as an add-on service. There is a disconnect between what speech analytics could do in theory and what it is actually being used for, speech analytics is not very different from other forms of analytics in that it provides insight into unseen patterns or hidden data connections.

People who run contact centers have traditionally worked in operations silos and are often tasked with cost control. They need to learn the language of profits and revenue. They're going to have to collaborate with business people who don't care about the activities in the call center -- they care about the outcomes.

Today's questions about speech analytics are indicative of a larger trend, he added. Increasingly, technology purchasing for the contact center needs to extend beyond IT. In fact, that began 10 years ago with the emergence of Internet protocol in the call center. As speech analytics and other channels emerge in the contact center, purchasing processes need to reflect that changing environment.

What has to happen over time -- and what will happen in forward-thinking centers that will become the leading edge -- is they have to knit their contact center management with the realm of traditional analytics as well as CRM, networking and telephony. Then you'll stop seeing the distinction between speech analytics and a broader overall analytics category that combines information from the contact center with other relevant streams.
That's going to change the nature of management structures that oversee the contact center over time.

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