Research / 03.09.2018

“Rapid Recognition of Customer Intent” Tops the List of Deployment Drivers, with citations from 45% of U.S. based respondents

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