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”.