60% Companies in India Expect Speech Analytics to Drive Revenues and Help Deliver Superior Customer Experience

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.