Only 7% of contact centres are currently using speech analytics. However, an additional 23% of industry professionals responded by saying that they were considering emplacing the technology in their contact centre.
Overall, the most popular option selected was “no plans”, which is most probably due to the high costs of speech / interaction analytics. So, the figure of 44%, may drop with time, when the technology becomes cheaper.
Poll – “Do you already use Speech Analytics – answers
We already have it – 7%
We are considering it – 23%
No plans – 44%
Not sure – 26%
Source: Call Centre Helper webinar: New Solutions for Quality Monitoring and Performance Management Sample size – 115 Date: March 2013