Speech analytics has a bright future in the call center, according to a new report from Opus Research. Entitled “Executive Survey on Speech Analytics: Proven Value and Future Potential”, the report was commissioned by speech and voice recognition solutions provider Uniphore, and surveyed 500 executives from a range of companies making more than $50 million in annual revenues.
In a report synopsis, Opus Research asserted that newer technologies with real-time applications can improve the customer experience, and also offer flexible deployments that can incorporate cloud-based elements or existing infrastructure. Opus Research stated that this speech analytics market is “poised for growth”, and that respondents expect to invest more in these technologies going forward.
The research helps to confirm a trend unfolding in the financial services market, where major companies are starting to implement voice recognition systems to enable passive authentication of customers calling into their call centers. Just a couple of weeks ago, for example, Singapore’s DBS and OCBC banks announced plans for major implementations of such systems, and Citibank recently announced its intention to become the first bank to bring passive voice authentication to the entire APAC region through its own call centers. Additionally, the Internet of Things could lead to entirely new opportunities for voice and speech recognition applications, so all told there appears to be good reason for the enthusiasm espoused by the executives surveyed by Opus Research.
June 7, 2016 – by Alex Perala