Here’s why….

Why should Speech Analyticsbe a Part of your contact

center strategy

Every recorded call is

an opportunity

to transform your contact center

performance

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 analyticsto analyze customer recordings and

21% are testing it

49%

21%

What’s driving the increased adoption

of speech analytics?

N= 500

To support intelligent transfer and escalation of service calls 23%

Fraud detectionand fraud-loss prevention27%

Compliance with relevant laws and regulation 30%

Increase sales and collections32%

Support of workforce optimization strategies

50%

Quick identification of customer intent and resolution of issues

52%

Rapid detectionof customer frustration

55%

Discover "root cause“ of customer experience failures

48%

Operating costcontrol

48%

Primary reasons to deploy speech analytics

Superior customer

experience

and cost optimization are crucial for contact center success

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

Speech Analytics pays for itself

83%

of companies have

achieved ROI within

twelve months (both

from cost optimization and

revenueenhancement)

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%

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

They can be easilyaddressed by

Deploying

New apps New deployment architectures

Moving to cloud on a pay as you go basis

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 thenext 1-3 years

Companies across the

regions are deployingSpeech 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)

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

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 Reportcommissioned by Uniphore.