Components of technology

At a very high level there are four major components to the technology required to hear the voice of the customer, as seen in Fig 3.2.

• Capture the voice of the customer. Depending on the form of data that the voice of the customer arrives in, some of the technologies required include OCR and voice transcription. In some cases specialized technology is required for the capture of the voice of the customer. In other cases no special technology is required.
• Manage volumes of data. It is simply a truth that in today’s world that there is a lot of data out there and that when customers talk, they say quite a bit. Attempting to hear the voice of the customer without being prepared for large volumes of data is a fool’s game.
• Text to database. In order for the voice of the customer to be analyzed, the text of what is being said must be able to be converted into the form of a standard database. The conversion is really a transformation...