Speech analytics adoption in SEA surges to 90%

Discovering the root cause of customer frustration drives implementation.

The adoption of speech analytics in Southeast Asia surged to 90% in 2017 from 49% in 2016, Uniphore Software Systems’ survey revealed.

Discovering root cause of customer frustration (57%), workforce optimisation strategies (51%), and quick identification of customer intent and resolution of issues (47%) were found as the top reasons for deploying speech analytics.

“The Southeast Asian market has made great progress in adoption of speech analytics technologies. The results of the survey clearly indicate how businesses see the deployment of speech analytics as a critical aspect to their growth,” said Ravi Saraogi, co-founder & president of Uniphore in Asia Pacific, in a press release.

Businesses who deployed speech analytics indicated improved customer experience (40%), cost savings (28%), and revenue enhancement (15%) as the top impacts of speech analytics in their organisation.

The survey covered over 500 interview of decision makers in banking, financial markets, pharmaceutical, telecommunications, travel and hospitality sectors across North America, Southeast Asia, India, and Europe.

The people you want to reach are already in this room.

Every quarter, SBR lands on the desks of the founders, CFOs, and directors running Asia's most consequential companies. Every day, they open our newsletter and read our website. It's a room that took twenty years to build — and it's the one most of our partners are trying to get into.

The good news is that the door is open. We work with companies on thought leadership articles, sponsored content, industry summits across Southeast Asia, regional awards programmes, podcasts, and media placements in print and digital. The shape of the right partnership depends on what you're trying to do, which is why we'd rather start with a conversation than send a rate card.

If you have something this room should know about, tell us. We'll tell you honestly whether we can help, and how.

No rate cards until we understand the brief. It's a better use of everyone's time.

Book a meeting

| Or download the media kit (PDF)

240,000 senior readers quarterly in print Top 1,700 Singapore companies reached

7 markets across Southeast Asia