In the second year of a global tracking study, Opus Research presents findings from a survey of 500 business decision-makers to understand their perspectives in evaluating and deploying Speech Analytics platforms and services.

This study, commissioned by Uniphore, documents critical datapoints in the perceived value of Speech Analytics and its impact on contact center operations, compliance and regulation, workforce optimization, customer experience and delivering a return on investment.

Attendees to this webinar will receive a complimentary copy of the report “Executive Survey: Drivers for Deploying Speech Analytics (2017 Edition).”

In a webinar on Wednesday, November 8th (9:30 PM IST, 11 AM EST | 8 AM PST), join Dan Miller, lead analyst & founder at Opus Research, Derek Top, director of research with Opus Research, and representatives from Uniphore, as they unveil the key findings from this definitive report on speech analytics:

• Industry Maturity: Incorporation of speech analytics into enterprise customer care strategies is widespread with 90% of respondents deploying solutions
• Drivers for Deployment: “Compliance” has assumed primacy as a driver for deploying speech analytics
• Return on Investment: 30% of all respondents seeing an ROI within 6 months; 69% ROI in 12 months; and 88% ROI in 24 months
• Real-time capabilities remain very important, as well as growing interest in gleaning business insights
• Organizational Roles: What are the contrasting perceptions for Contact Center vs. Business Role executives in operational findings and customer experience?
• Adoption Constraints: What are the barriers to adoption, both past and present, for Speech Analytics technologies?

Wednesday, November 8th, 2017 — 11:00 AM EST / 8:00 AM PST / 9:30 PM IST

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