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Across industries, live conversations between customers and customer-service agents still represent the majority of all incoming call-center volume, and projections suggest that these calls aren’t going away anytime soon. Companies that invest in capturing, extracting, and analyzing voice data have a real opportunity to substantially improve customer experience.

Detailed voice analysis reveals opportunities for substantial improvement in customer experience.
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To read the article, see “From speech to insights: The value of the human voice,” January 21, 2022.