72% Companies Believe Speech Analytics can Improve Customer Experience

  • Companies believe that real-time applications improve customer experience, manage and optimize costs
  • Of 500 respondents, 68% say rapid recognition of the intent of each customer is the major benefit

Uniphore Software Systems released the “Executive Survey on Speech Analytics” a report by Opus Research, highlighted the growing importance of speech analytics to dramatically improve customer experience in critical service areas.

According to the research report, an overwhelming, 72% companies believe that speech analytics can lead to improved customer experience, 68% regard it as a cost saving mechanism, 52% respondents trust that speech analytics deployment can lead to revenue enhancement.

The respondents further believe that speech analytics can deliver immediate business benefits: 68% expect rapid and easy recognition of customer intent, 67% believe that it aids in the ability to monitor calls for quality purposes and agent training. Overall, there is a heightened awareness of the value of real time analytics to deliver better customer experience.

In total, 247 out of the 500 decision-maker respondents (49%) had speech analytics deployed at their enterprises and organizations. Strikingly, this set, confirmed cost savings and improved customer experience as the significant reasons for deployment of speech analytics.

The survey, conducted in the first quarter of pic2016, across North America, Canada, Southeast Asia, India and Australia, representing diverse sectors such as banking, financial markets, healthcare services, pharmaceutical and biotechnology, retail, telecommunications, and travel and hospitality. It covered 500 completed interviews of decision makers (Director, VP, C-level) of firms with revenue of more than $50M.

The other major benefit that emerged in the survey was the ability of speech analytics to detect and prevent fraud, especially in the financial services, banking and retail industries. Real-time intervention and appropriate remedial actions were the key attributes driving this perception. Most respondents also said they expected to increase spending and investment on Speech Analytics for their business operations.

To download the entire report, please click here:

What Clients say

Speech analytics

Uniphore’s Speech Analytics Solution has helped us achieve over 80% reduction in regulatory compliance cost for monitoring interactions in the contact center.
testimonial
Leading American Financial Services Provider

Clients we work with
Technology & Solution Partners
Get in touch with us

India
+91 44 30655800
Singapore
+65 6809 7562
Uniphore Software Systems Private Limited: Registered Office: No.08C, 8th Floor, IIT Madras Research Park | Kanagam Road, Taramani | Chennai – 600 113 | Tamil Nadu | India CIN: U72200TN2008PTC067459 Telephone No: 044 3065 5800 Fax No: 044 3065 5900 Name of the person who may be contacted in case of any queries or grievances on the landing/home page of the website: Ajay Srinivasan
Speech Analytics Virtual Assistant Voice Biometrics Resources About Contact Sitemap Privacy
Uniphore. All rights reserved.
x