Opus Research unveils findings from a global survey of 500 contact center and customer experience decision-makers regarding their criteria for evaluating and deploying Speech Analytics platforms and services.
This global tracking study, in its third year, documents changes in the perceived value of Speech Analytics on contact center operations, workforce optimization, customer experience, business insights, and how to leverage voice recordings as assets.
This Thursday, August 23rd, join Derek Top (Director of Research, Opus Research), Dan Miller (Lead Analyst & Founder, Opus Research) and Samith Ramachandran (VP, Products, Uniphore), as they unveil key findings from this global tracking study and its implications for enterprise customer care strategies.
Key findings for the global survey include:
- Speech Analytics adoption trends: by region and by vertical industry analysis
- Impact of “compliance” regulations (GDPR, HIPAA, PSD2, PCI)
- Growth of real-time applications, such as rapid recognition of intent and suggestions of next best action
- How speech analytics supports marketing plans and other business objectives
- Growing interest in leveraging voice assets for virtual agents and chatbots
Attend this free webinar and be sure to receive a complimentary copy of the full report with survey data: “Global Survey: Drivers For Deploying Speech Analytics (Year 3)” (Opus Research, 2018).
Thursday, August 23rd, 2018 — 11:00 AM EST / 8:00 AM PST
Categories: Conversational Intelligence, Intelligent Assistants, Webcasts, Intelligent Authentication, Articles
Upcoming Webinar with Interactions and Opus Research: Navigating the IVA Landscape 
Applied AI: Accelerating Impact at Customer Service (Webinar) 
Webinar: “The Voice Assistance Challenge – Exceeding Customer Expectations” 
Fulfilling Conversational AI’s Promise in Your Contact Center