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.
Companies around the globe are increasingly getting conscious about including Speech Analytics as a part of their omnichannel analytics strategy. The is evident from the findings where 90% of the 500 decision makers had deployed speech analytics at their enterprises and organizations.
Here are some interesting facts and findings on the “primary” reasons companies across geographies have deployed speech analytics.
Top 3 reasons for Deployment – Global
1) Compliance with laws and regulations – 56%
2) Support of workforce optimization – 53%
3) Discover root cause of CS failures – 50%
Consumer protection and privacy regulations are increasingly coming under the scanner as government and regulatory agencies stiffen their legal framework surrounding these aspects.
Top 3 reasons to deploy – Region-wise
Top 3 reasons to deploy – India
1) Discover “Root Cause” of CX failures – 60%
2) Increase Sales and Collections – 57%
3) Compliance with laws and regulations – 57%
Interestingly, two-thirds of respondents achieved a positive ROI on their Speech Analytics investments within 12 months of deployment, with 26% of them reporting positive returns within 6 months.
The Executive Survey: Drivers for Deploying Speech Analytics (2017 Edition) is available for a free download. To learn more about what C-level executives are saying about their speech analytics deployment experience, click here to get your copy.