Katalyst has recognised the growth in the speech analytics market by investing in its own speech analytics platform. This allows Katalyst consultants to offer speech analytics as a consultancy service to Clients who do not have their own speech analytics platform or who require to use the service on an intermittent basis. The speech analytics service can offer Clients an insight into their customer contact operation in the following areas

Measuring customer satisfaction

Unlocking market information

Tracking agent effectiveness

Ensuring compliance

Understanding call drivers

Identifying broken processes

Identifying up-sell / cross sell opportunities

Retention

Training deficiencies

As the Katalyst platform is portable it is able to be brought onto the Client`s site, or where compliance allows, Katalyst are able to take call recordings off site Katalyst has also developed a managed serviced on site solution which allows the Client to operate speech analytics from an operating expense budget rather than a capital expenditure budget

The Katalyst service involves working with the Client on a discovery session to scope out their areas of interest, analysing the call recording and interpreting the results into a written report and then presenting back to the Client. This service can be used as a tactical piece of regular consultancy or to validate a business case to invest in a speech analytics platform