Tools

We are currently implementing Call Miner (callminer.com). There are really only two pure-play speech analytic companies. The other is Nexidia (nexidia.com); however, there are several other options that are apart of telephony suites. For us it really boiled down to the way the platforms process the speech and the analytics GUI. Call Miner uses a dictionary based approach while Nexidia uses a phonetic based approach. I won't bore anyone with the nitty gritty, but if anyone has questions, let me know. They both have their advantages/disadvantages, but Call Miner provides a transcription of the call which is ultimately why we went that route.

http://www.speechtek.com/2011/ is a great resource for more info on this and other speech tech topics.