In a survey commissioned by Uniphore, Opus Research asked 500 influential executives in the contact center and customer experience domain about the perceived value of Speech Analytics and to ascertain the impact on plans to procure and deploy such resources in the future.
Conducted in the first quarter of 2016, the survey methodology included completed interviews of decision-makers (Director, VP, C-level) from firms with revenue of more than U.S. $50 million across a mix of vertical industries, including: Telecommunications, Healthcare, Financial Services, Retail, Pharmaceuticals, Travel & Tourism and Commercial Banking.
Among the key findings from this exclusive executive survey on speech analytics:
- Implementation of speech analytics is poised for growth: New, real-time applications create better customer experience
- Findings attest to maturity of technologies, applications and options: Support of multi-channel support strategies
- Mix of premises, cloud and “hybrid” architectures
- Respondents see a bright future: Most expect to increase spending and investment & finding means to build a business case
Please fill out the form below to receive a free copy of this report, and for more information:
Peter Headrick, [email protected], +1-415-904-7666
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