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 data points 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.

ROI justifies Spending on Speech Analytics

Respondents cutting across regions have been buoyant about realizing ROI as expected. This is evident from the findings that 30% of all respondents seeing an ROI within 6 months, 69% (total) ROI in 12 months, and 88% (total) ROI in 24 months.

The outcome of the 2016 survey exhibited similar results. 33% of saw ROI within 6 months, 50% in 12 months and 11% in 24 months.

In the 2017 survey, North America led the pack with over 42% of respondents realizing their ROI within 6 months, whilst 46% of European counterparts saw ROI in 12 months and 37% of South-East Asia saw an ROI during the same period.

Expected Spending in the Next Three Years

  • A Majority (54%) of the respondents are expected to spend more on Speech Analytics “By a significant factor”.
  • 65% of North America is expected to spend significantly on Speech Analytics. A little over 51% of South-East Asia had similar sentiments. In the European region, 53% of the respondents said they intend to invest more, “but only moderately”.


Click here to get your copy of The Executive Survey: Drivers for Deploying Speech Analytics (2017 Edition).  The complimentary copy contains interesting insights into the deployment experience of over 500 base respondents.

Get in touch with us

+91 44 30655800
+65 6597 7044
+1 650 617 3288
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.