Here’s why….
Why should Speech Analyticsbe a Part of your contact
center strategy
Every recorded call is
an opportunity
to transform your contact center
performance
With speech analytics, you can rapidly analyze customer calls to drive rich insights and
boost performance in near real time
According to an Opus Research survey, commissioned by Uniphore,
49% of companies have already deployed speech analyticsto analyze customer recordings and
21% are testing it
49%
21%
What’s driving the increased adoption
of speech analytics?
N= 500
To support intelligent transfer and escalation of service calls 23%
Fraud detectionand fraud-loss prevention27%
Compliance with relevant laws and regulation 30%
Increase sales and collections32%
Support of workforce optimization strategies
50%
Quick identification of customer intent and resolution of issues
52%
Rapid detectionof customer frustration
55%
Discover "root cause“ of customer experience failures
48%
Operating costcontrol
48%
Primary reasons to deploy speech analytics
Superior customer
experience
and cost optimization are crucial for contact center success
Make both
work to your
advantage with Speech Analytics
52%Revenue enhancement: Identify upsell/cross-sell opportunities
Promoting customer loyalty and retention
Continuous improvement of contact center operations
29%
43%
N= 500
72%Improved customer experience: Real-time implementation
68%Cost savings: Shorter call handling times
Primary benefits realized by respondents by deploying speech analytics
Speech Analytics pays for itself
83%
of companies have
achieved ROI within
twelve months (both
from cost optimization and
revenueenhancement)
This is How industries across the board
are deploying Speech Analytics
Telecommunications leads the way, followed by healthcare, retail, pharma and financials
29% 47%
52% 69% 40%
Banking Financial
Health-carePharma-ceuticals
Retail
Telecommuni-cations
Travel and Tourism
48%
49%
what about the
challenges?
Benefits have been subject to hype for many years
There are limited number of applications for the technology
Speech analytics is too expensive
They can be easilyaddressed by
Deploying
New apps New deployment architectures
Moving to cloud on a pay as you go basis
The future of speech
analytics… is bright
According to Opus Research,
real-time speech analytics is
driving a high percentage of
companies to spend more on
Speech Analytics over thenext 1-3 years
Companies across the
regions are deployingSpeech Analytics
NA has the largest percentage of standing deployments, followed by Australia and New Zealand
Australia/ New Zealand (n=100)
Deployed
N=247
44%
29%
64%North America (n=250)
South Asia (n=150)
As you can see, Speech Analytics is no longer
a nice to have…
It is time to make speech analytics a part of
contact center strategy
Count on us as your
strategic support partner
We can help you
make it happen.
Contact: [email protected]
For more details on Speech Analytics adoption,
Download the Opus Research Speech Analytics Survey Reportcommissioned by Uniphore.