More Than Half of Contact Centres Are Looking to Deploy Speech Analytics

According to our poll, 56% of contact centres are looking to deploy speech analytics within the next 12 months.

However, of the 21% of contact centres who have already deployed a speech analytics system, only a third felt like they had mastered the technology.

Poll – “Do you use Speech Analytics in your Contact Centre? ” – answers

• We have it – Expert Users: 7%
• We have it – Getting to grip: 14%
• We intend to deploy in the next 12 months – 56%
• We won’t be using speech analytics – 23%

Source: Call Centre Helper Webinar: Speech Analytics and the Contact Centre     Sample size – 89     Date: June 2017