Speech analytics - an essential part of contact center strategy
- 1. Here’s why…. Why should Speech Analytics be a Part of your contact center strategy
- 2. Every recorded call is an opportunity to transform your contact center performance
- 3. With speech analytics, you can rapidly analyze customer calls to drive rich insights and boost performance in near real time According to an Opus Research survey, commissioned by Uniphore, 49% of companies have already deployed speech analytics to analyze customer recordings and 21% are testing it 49% 21%
- 4. What’s driving the increased adoption of speech analytics? N= 500 To support intelligent transfer and escalation of service calls23% Fraud detection and fraud-loss prevention27% Compliance with relevant laws and regulation30% Increase sales and collections32% Support of workforce optimization strategies 50% Quick identification of customer intent and resolution of issues 52% Rapid detection of customer frustration 55% Discover "root cause“ of customer experience failures 48% Operating cost control 48% Primary reasons to deploy speech analytics
- 5. Superior customer experience and cost optimization are crucial for contact center success
- 6. Make both work to your advantage with Speech Analytics 52% Revenue enhancement: Identify upsell/cross-sell opportunities Promoting customer loyalty and retention Continuous improvement of contact center operations 29% 43% N= 500 72% Improved customer experience: Real-time implementation 68% Cost savings: Shorter call handling times Primary benefits realized by respondents by deploying speech analytics
- 7. Speech Analytics pays for itself 83% of companies have achieved ROI within twelve months (both from cost optimization and revenue enhancement)
- 8. This is How industries across the board are deploying Speech Analytics Telecommunications leads the way, followed by healthcare, retail, pharma and financials 29% 47% 52% 69% 40% Banking Financial Health-carePharma- ceuticals Retail Telecommuni- cations Travel and Tourism 48% 49%
- 9. what about the challenges? Benefits have been subject to hype for many years There are limited number of applications for the technology Speech analytics is too expensive
- 10. They can be easily addressed by Deploying New apps New deployment architectures Moving to cloud on a pay as you go basis
- 11. The future of speech analytics… is bright According to Opus Research, real-time speech analytics is driving a high percentage of companies to spend more on Speech Analytics over the next 1-3 years
- 12. Companies across the regions are deploying Speech Analytics NA has the largest percentage of standing deployments, followed by Australia and New Zealand Australia/ New Zealand (n=100) Deployed N=247 44% 29% 64% North America (n=250) South Asia (n=150)
- 13. As you can see, Speech Analytics is no longer a nice to have… It is time to make speech analytics a part of contact center strategy
- 14. Count on us as your strategic support partner We can help you make it happen. Contact: susheel_ext@uniphore.com For more details on Speech Analytics adoption, Download the Opus Research Speech Analytics Survey Report commissioned by Uniphore.