The Internet has rapidly changed the way customers do business with companies. Customers can let you know in real time if they are satisfied, or unhappy with your business. With social media applications such as Twitter and Facebook, customers rule communication, and therefore, businesses must learn how to adapt to this new customer revolution.

Research from independent analysts shows that the speech analytics market is expected to grow significantly over the next five years. It also classifies it as an inevitable technology that most next generation contact centers will adopt and benefit from. As a result, company executives and industry leaders have begun paying attention to speech analytics, and more broadly at cross-channel interaction analytics, as a strategic solution to improve business performance.

Lately, there seems to be a lot of discussion about voice over IP (VoIP) call recording technologies. I have received many questions from customers, and participated in many conversations about the pros and cons of various VoIP call recording options and the advances in emerging technologies in this area.