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.

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

Please fill out the form below to receive a free copy of this report. For more information, please contact: Peter Headrick, pheadrick@opusresearch.net, +1-415-904-7666

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