The findings were released recently as part of the 3rd edition of Drivers for Deploying Speech Analytics 2018, an annual survey commissioned by Uniphore Software Systems. This is in line with the finding of the previous year’s survey underlining the growing relevance of speech analytics in increasing sales and delivering superior customer experience. Root cause re-mediation of customer experience failures came a close second with 58%.
In North America and South East Asia, the top driver for deploying speech analytics was quick identification of customer intent. This is in line with the global trend. At 46% identification of customer intent emerged as the primary driver, globally.
During the 2018 edition of the study, Opus Research interviewed 502 decision-makers across the regions and varying verticals like BFSI, Telecommunications, Retail, Consumer Products, Transportation & Travel.
The sample spanned N America, S-E Asia (India, Malaysia, Singapore, Philippines) and W European (UK, Germany) regions.
Umesh Sachdev, co-founder and CEO, Uniphore, said, “The findings of the survey reaffirms what we are witnessing in the market place. Enterprises globally are looking at speech recognition technology to mine the big data that resides in their customer contact centers.
Today, on an average about 52 mn hours of data is recorded every day in these call center of which only 1% of the data is analysed.
A speech recognition tool like Uniphore’s auMina which is powered by AI and Machine Learning, can help enterprises analyse the entire data quickly and in real time as well.”