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Global Survey of Speech Analytics & Conversational Service Automation

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Retail

Telecommunications

Travel & Hospitality    

Verticals Under Investigation

Bank/Financial Services

Business Process Outsourcing

E-Commerce

Government /Public Sector

Health Care Sevices

Insurances           

Perceived Opportunities in the APAC market

14%

Gain  Business Insight

20%

Support of Self Service, Virtual Assitance

12%

Better Leverage in AI Capabilities

31%

Real-time Customer Care

23%

Integration with Omnichannel Customer Support

Word from the Experts

"Speech Analytics has evolved from a point solution to one that is enabling real-time customer journey orchestration and front office automation. Enterprises are finally waking up to the idea of giving customers their voice back, a journey that will culminate in full-scale Conversational Service Automation, by 2020."

Jafar Syed, Chief Strategy & Growth Officer, Uniphore

DESTINATION 2020: CONVERSATIONAL SERVICE AUTOMATION

"For the past four years, Opus Research has fielded a tracking study of implementations and expectations of Speech Analytics. We’ve documented the positive impact of real-time recognition of individual intents on customer experience and employee productivity that goes far beyond the Contact Center."

Dan Miller, Lead Analyst & Founder, Opus Research

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