If you already have an established call center systems infrastructure, I don't believe there is anything unique...
about SaaS offerings that would make delivering self service any easier. In fact, you may be better off with more specialized on-premise applications like those from Knova Software or InQuira, Inc. as platforms to support your self-service initiatives. These enterprise-grade packages would better support your integration requirements and would provide more flexibility in working with disparate content sources.
With regard to speech analytics, this is still an emerging technology and a rapidly developing area. I'm aware of at least one SaaS offering for speech analytics, but nothing that's part of a more comprehensive SaaS call center solution. If you're in the small and midsized business category (SMB), SaaS could be a good way to test the value of speech analytics to your organization without a large upfront investment. If you have a large call center operation, I would probably point you toward best-in-class on-premise applications at this time for speech analytics.
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