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

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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

Author: Robyn Coppell

Published On: 23rd Jun 2017 - Last modified: 25th Oct 2021
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