Speech analytics is moving from a tool for governmental intelligence work to a commercially viable proposition in customer service.
Scope of this title: -Regional sizing for the global market for speech analytics solutions. -Draws from existing research on agent positions, CRM, and quality monitoring, as well as in-depth interviews with 12 vendors in the market -Analysis on the adoption curve for speech analytics technology.
Highlights of this title: Speech analytics will occur in stages, as early adopter regional markets and verticals are gradually persuaded of speech analytics benefits.
Reasons to order your copy: -Identify regional opportunities in a nascent market. -Gain an understanding of the key uses of speech analytics by vertical. -Understand what is motivating early adopters in this industry.
