INFORMATION TECHNOLOGY | Staff Reporter, Singapore

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.

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