Listening to a voice of the customer presents a challenge to most of the sophisticated contact center. Many different techniques are used to determine and evaluate the quality of customer interactions such as holding times, disconnection rates or reaction times. But this technique tells about events within customer interactions instead of the reason why they occurred. So here speech analytics plays an important role...
https://www.lanews.org/speech-analytics-market-value-share-supply-demand-share-and-value-chain-2017-2027/
“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”
Not quite.
While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.
https://www.business2community.com/customer-experience/cems-vs-crms-need-01975159/
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