The third edition of Drivers for Deploying Speech Analytics 2018 by Opus Research, an annual survey commissioned by Uniphore Software Systems, reveals that 60% of Indian companies deploy speech analytics for marketing initiative support and quick identification of customer intent.
Opus Research interviewed 502 decision-makers across the regions and varying verticals like Banking, Financial Services, Insurance, and Business Process Outsourcing (BPO). The sample spanned North America, South-East Asia (India, Malaysia, Singapore, Philippines) and Western European (UK, Germany) regions. Issues under investigation closely parallel surveys conducted in 2016 and 2017, giving Opus Research the opportunity to observe year-to-year changes and draw conclusions about the implications and potential of Speech Analytics solutions to support their customer care and general business objectives.
The global tracking study on speech analytics 2018 by Opus Research sponsored by Uniphore gives you following insights.
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Focusing our analytic lens on India, the factors at the top of the list of primary drivers in India signal significant changes in the priority of contact center operators in the region.
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