Speech analytics is the process of analysing recorded speech, such as phone calls, to gather customer information to improve communication and future customer interaction. Speech analytics as a technology has been evolving especially rapidly over the last few years. It gives the ability to structure and analyse previously lost streams of insight-rich data, such as phone conversations. Empowered with this technology, operations can gather incredibly valuable business intelligence to drive call delivery performance improvements. It’s smart in that it automatically identifies focus areas in which customer service or sales teams may need additional call training which then, in turn, improves the call’s successful outcome. Speech analytics, as a process, can isolate buzzwords and phrases used most frequently within a given time period, plus indicate usage is trending up or down. This data is highly useful to call managers to spot changes in consumer behaviour so that action can be taken to improve customer satisfaction.

Zadarma is a leading global VoIP provider and offers a smart speech analytics feature as part of their incredibly easy to use telecommunications offering. The tool is free as part of the wider PBX phone system bundles, included in the free recognition minutes. Zadarma’s analytics feature allows data access to every internal or external call conversation. The benefits of speech analytics include:

Headless e-commerce is a hot topic in the media and industry events. Business owners who learn more about headless eCommerce (usually called “headless commerce”) start feeling uncomfortable, not understanding whether it is sufficiently important to implement it or not. No one wants to stay behind with technology, but retailers do not have money left for unnecessary toys either. Let's have a look for possible benefits and pitfalls.

Sales and operations go hand in hand if you wish success for your organization. Even a hint of compromise in any of the aspects could be the reason for the downfall for your business, which is a scenario that no one would welcome. Keeping such a situation at a distance is possible if you have a data-driven business strategy.

Why do you need a CRM system? Well, it’s at least more convenient than keeping your client database in Excel. Why do you need CRM with VoIP? If you have ever interacted offline, you know you cannot do it without telephony (orders, delivery, support etc.).

But what prevents 80% of companies from trying out a CRM tool? If prices is the matter, we are offering a free CRM system integrated with the phone system and free PBX.

To anticipate questions about installation difficulty, CRM setup and contact import doesn’t take more than 5 minutes.

Introduction

Trends in technology have turned around how things work in the world of business. In the past, the salespeople were in charge of driving the demand for their products. Today, sales are more customer-centered than before and most customers get informed about the products without the assistance of salespeople.