Key Findings
- 57% for “Increasing Sales and Collections” and “Compliance with Laws and Regulations”
- 50% of companies cite “discovering the root cause of customer experience failures” as the reason for deploying Speech Analytics Technology
- Of 500 respondents, 69% see ROI in 12 months of deploying Speech Analytics
- 53% have deployed Speech Analytics for ‘Workforce Optimization’
- And 49% for “Quick identification of customer intent” besides gleaning business insights (17%), i.e. building better marketing programs, product development and amplifying business operations
