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Research Report

The Current and Future State of Voice and Sentiment Analysis

Voice and sentiment analysis technology for quality monitoring has potential to drive customer health scores and revenue expansion for B2B companies.

The recording of call center conversations for use in quality monitoring has been standard practice in consumer industries for decades, but has not been well adopted by enterprise firms.

Voice and sentiment analysis technology is growing in sophistication and is now being leveraged beyond the call center. This paper covers:
  • The current and future state of quality monitoring for B2B.
  • The potential of voice and sentiment analysis.
  • A case study from pacesetter HPE.
  • Five actionable recommendations.

Authored By:

John Ragsdale

Distinguished Researcher, Vice President Technology Ecosystems, TSIA

Ashimendu Bose

Senior Director, Knowledge Management and Telephony, HPE

Publish Date: October 4, 2022

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