Opus Report 2018: Enabling Seamless CX is the Top Most Reason for Deploying Speech Analytics

Speech Analytics has moved away from the must-have list to mainstream acceptance with 82% deployment across Opus Research respondents. Even among the non-adherents, almost 48% were ready for deployment within 6 months to 1 year. But the goal posts have been shifting with an organizational focus on improving customer experiences driving Speech Analytics adoption. Compliance needs that were touted as one of the main reasons for deployment is yesterday’s news. Now, number of businesses are adopting Speech Analytics to empower customer journeys, marketing efforts, employee training, and cost efficiencies. Primary Reason to Deploy…Read more »