Enterprises looking to improve customer interaction processes and increase customer satisfaction rates have shown increased interest in speech analytics. Over the last couple of years, workforce optimization technology vendors have worked hard to improve the quality of the technology and to market its benefits to companies of all sizes. They have introduced scaled-down packages, new pricing, and business objective-focused packages to address the needs of contact centers in a difficult economy.
On the technology side, the accuracy of speech recognition has improved. Uptake of speech analytics among contact centers is gradually increasing and Ovum predicts that the next few years will see consistent growth. Although speech analytics is still an early adopter technology, Ovum believes it will become a more intrinsic part of the workforce optimization suite over the next few years, helping enterprises to improve customer satisfaction and processes.
