Global Survey: Drivers For Deploying Speech Analytics (Year 3)

Presented by

Derek Top, Research Director; Dan Miller, Lead Analyst & Founder; Samith Ramachandran (VP, Products)

About this talk

In its third year, Opus Research unveils key findings from a global survey 500 of contact center and customer experience decision-makers regarding their criteria for evaluating and deploying Speech Analytics platforms and services. This global tracking study documents changes in the perceived value of Speech Analytics on contact center operations, workforce optimization, customer experience and business insights. Join Derek Top (Director of Research) and Dan Miller (Lead Analyst & Founder) with Opus Research, along with Samith Ramachandran (VP, Products, Uniphore), as they discuss the findings from this global tracking story and its implications for enterprise customer care strategies.
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