Over 70 per cent companies believe that speech analytics can lead to improved customer experience and more than half think that its deployment can lead to revenue enhancement, says a report.
“72 per cent companies believe that speech analytics can lead to improved customer experience and 68 per cent regard it as a cost-saving mechanism while 52 per cent respondents trust that speech analytics deployment can lead to revenue enhancement,”a report titled ‘Executive Survey on Speech Analytics’ by Opus Research said.
Uniphore Software Systems , which today released the report highlighting the growing importance of speech analytics to improve customer experience in critical service areas, said, “68 per cent expect rapid and easy recognition of customer intent, 67 per cent believe that it aids in the ability to monitor calls for quality purposes and agent training.”
The other major finding was the ability of speech analytics to detect and prevent fraud, especially in financial services, banking and retail industries.
Most respondents said they expect to increase spending and investment on speech analytics for their business operations.
(Source: Economic Times India )