November 4, 2013
Using big data to capture and understand the "Voice of the Customer" (VoC) is realigning marketing, public relations, customer service, and every element of the supply chain.
Organizations that understand the importance of VoC are can engage customers more effectively -- and monitor what customers are saying for business intelligence, responsiveness, and planning. Those who haven't been monitoring and responding effectively to VoC would benefit by catching up.
This white paper provides information about the latest technologies available to mine relevant VoC data that reaches a company via voice media-- offering value at both the tactical and strategic levels.
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I am personally amazed at how far speech recognition technology has advanced in the last decade, and it seems intuitive that anybody who has employees (or systems) that talk to customers ought to be using this technology to more efficiently understand what customers want. This paper is a good start for those who haven't already deployed speech analytics -- and a good measure of what can be done with it if you have already deployed the technology.