An Opus Research four-year global survey documents the business impact of Speech Analytics technologies to enable a path to digital transformation and address immediate customer issues. Enterprise customers show growing interest in real-time customer journey orchestration and intelligent assistance, adding elements of Artificial Intelligence (Natural Language Understanding, Machine Learning) to improve customer experience, bolster employee productivity, and enable Conversational Service Automation.

Today, global enterprises can be located on a continuum that starts with treating speech analytics as a point solutions with a limited number of applications and culminates, in 2020, as Conversational Service Automation. Companies move farther along the continuum as they deploy Speech Analytics resources for cost savings and efficiency while constantly expanding integration points beyond the contact center to improve customer experience, promote innovation, enable organizational efficiencies and, ultimately, enhance revenue.

This free, comprehensive report, commissioned by Uniphore, documents a four-year tracking study of contact center decision-makers experiences and attitudes towards deploying Speech Analytics and related technologies. Survey results include what attributes result in the greatest bottom-line impact, understanding the value of multichannel customer, and interest in AI and Conversational Service Automation to bolster employee efficiency and improve the customer experience.

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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