In its third year, Opus Research unveils key findings from a global survey of 500 contact center and customer experience decision-makers regarding their criteria for evaluating and deploying speech analytics platforms and services.
This global tracking study, commissioned by Uniphore, documents changes in the perceived value of speech analytics on contact center operations, workforce optimization, customer experience and business insights.
Conversational analytics
Download this research to access best practice insights surrounding the deployment of speech analytics.
Key learnings
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Drivers for Acquisition and Deployment: Are executives looking beyond “The Basics,” meaning workforce optimization and agent training to embrace and implement tools for real-time understanding and intent recognition?
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Anticipated Growth: What are the expectations for growth in the coming years, in terms of adding new applications and resulting increased investment?
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Adoption Constraints: With implementation costs coming down and cloud-based offerings growing, are there new barriers to adoption, such as IP architectures organizational concerns?
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Enterprise-Wide Business Value: Are business divisions outside contact centers and customer support discovering the value of business insights uncovered by speech analytics? What are those insights and how do they change ROI calculations?