Speech analytics adoption set to soar in 2012 - report
Posted by Rachel Fielding in Customer intelligence on Thu, 24/11/2011 - 01:12
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The use of speech analytics in UK contact centres is expected to almost double over the next year, new research predicts.
One in 8 UK contact centres expect to implement speech analytics technology within the next 12 months, according to a study of over 200 UK contact centre operations by analyst ContactBabel.
Speech analytics allows companies to understand the content of vast volumes of calls, without having to listen to each one. According to the study, UK businesses expect the use of speech analytics solutions to jump from a current penetration rate of 14% to 26% within 12 months.
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