The third edition of Drivers for Deploying Speech Analytics 2018 by Opus Research, an annual survey commissioned by Uniphore. Opus Research interviewed decision-makers across all continents and varying verticals including Banking, Financial Services, Insurance, Telecom, BPO, Retail, Consumer Products, Transportation & Travel.
Spotlight on the US
- The “rapid recognition of customer intent” tops the list of deployment drivers, with citations from 45% of U.S. based respondents
- 42% of respondents named Remediating “root cause” of CX failures as the next biggest driver
- 40% listed ‘Support for Agent Training’ which remained the longest-standing driver for deploying speech analytics
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