CHENNAI and NEW DELHI, September 17, 2018 : The third edition of Drivers for Deploying Speech Analytics 2018, an annual survey commissioned by Uniphore Software Systems, was released today. The survey revealed that 60% of Indian companies deploy speech analytics for marketing initiative support and quick identification of customer intent, equally. This is in line with the finding of the previous year’s survey underlining the growing relevance of speech analytics in increasing sales and delivering superior customer experience. Root cause remediation of customer experience failures came a close second with 58%.
In North America and South East Asia, the top driver for deploying speech analytics was quick identification of customer intent. This is in line with the global trend. At 46%, identification of customer intent emerged as the primary driver, globally.
During the 2018 edition of the study, Opus Research interviewed 502 decision-makers across the regions and varying verticals like banking, financial services, insurance, telecommunications, business process outsourcing, retail, consumer products, transportation and travel. The samples spanned North America, South-East Asia (India, Malaysia, Singapore, Philippines) and Western European (UK, Germany) regions.
Speaking while unveiling the survey, Umesh Sachdev, Co-founder and CEO, Uniphore, said, The findings of the survey reaffirms what we are witnessing in the market place. Enterprises globally are looking at speech recognition technology to mine the big data that resides in their customer contact centers. Today, on an average about 52 million hours of data is recorded every day in these call center of which only 1% of the data is analyzed. A speech recognition tool like Uniphore’s auMina which is powered by Artificial Intelligence and Machine Learning, can help enterprises analyze the entire data quickly and in real time as well. This can help unleash critical data for delivering better business outcomes and empower organizations to provide superior customer experience.
Primary Drivers for Deploying Speech Analytics (India Only)
The survey revealed a clear shift from compliance which emerged as a clear driver in the 2017 edition to long-standing drivers with direct impact on customer experience and loyalty. The list of drivers that bracket the 40% value include core customer experience concerns (e.g. remediate ‘root cause’ of CX failures and ‘support escalation of service calls’), as well as classic workforce management/optimization issues. This establishes a direct link to business objectives which also falls into this bracket, including ‘to support marketing initiatives’ and ‘increase sales and collections’.
In addition to studying the primary drivers of the current year, the survey also compares the findings of the previous years drivers as well. This helps organisations take an informed decision on how speech analytics can be deployed based on the business objectives they have.