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Do you have any recommendations for speech and text analytics tools
Posted by jomel on Thu, 18/08/2011 - 10:18
I'm looking into what speech and text analytics solutions are available for our call centre. Could anyone provide any advice on the appropriate tools and vendors? Thanks.
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Etuma provides topic specific sentiment analytics and automatic ticket classification for customer care centers
WARNING: I am the CEO of Etuma so this is a bit biased (but I am proud of what we have accomplished)
Etuma customer feedback analysis tells you what your customers are talking about, lists discussion topics and detects the sentiment of each topic. All this in real-time and ten languages.
Etuma has two services: Etuma360 for customer feedback analysis and EtumaTickt for automatic ticket classification.
Etuma360 breaks every customer comment down into sentences and derives meaning from each sentence. We call these meanings ‘Discussion Topics’. Typical sentiment analysis assigns a positive or negative value to an entire comment, but Etuma360 gives a value to each individual discussion topic. Only by understanding the sentiment of each discussion topic is it possible to turn vast amounts of data into reliable information for decision making. Plus, Etuma360 can identify key selling points along with trends and silent signals that can be used to plan product development and marketing communications based on what your customers are already talking about.
Humans are relatively poor at deducing discrete classes or assess the sentiment of open text. Etumatickt automatically classifies and sets sentiment on your customer claims in ten languages. It also informs you when appropriate response templates are not available. Etumatickt is a web service, which can be integrated into any call centre solution.
For more information go to www.etuma.com
It depends...
What kind of analytics do you want to do? What kind of questions are you asking? This will determine the types of text analytics resources you would consider. At Churnbar we are currently working with the mallett library (Java) and nltk (Python Natural Language Toolkit).
Two Vendors for You
NICE - they have a speech and text analytics tool especially for call centres. It is used by Vertex (No1 outsourced customer management provider for theUK) on one or more accounts. Not necessarily easy to set up (I am told) but does the work once it is set-up properly.
VERINT - another vendor that makes a big play of speech and text analytics. Again targeted especially at the call centre. They are making a big play of the capabilities they have in the whole analytics area for call centres.
Hope that helps
Maz Iqbal
Mattersight
-- Mattersight - currently being rolled out at Progressive.
Kevin