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Speech analytics is an extremely powerful tool in creating a positive agent and customer experience.  sentiment, trending keywords, even frustration level and be monitored and tracked.

What we all have been waiting for though is real time analytics. Technology that will help and empower agents in call. 

Well we have found a call center leader and a forward-thinking company that is doing just that.

Balto CEO Marc Bernstein joins Tom in discussion in the state of analytics, the technology behind it, how they are doing agent assist, and the technology behind their August 9th launch of real time coaching and real time QA. 

The ability for technology to be one actually scoring calls may not be science fiction after all.

Fascinating episode on a company that is leading the way in the speech analytics space.  We are very excited to present this episode.

 Its a can't miss for all call center geeks!

 https://www.linkedin.com/in/baltoceo/
 https://www.balto.ai/
 woof.balto.ai/boom

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 Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. 

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
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Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel