Most advanced contact centres find it difficult to hear the customer’s voice. The effectiveness of customer contacts is measured and evaluated using a variety of methodologies, such as holding times, disconnection rates, and reaction times.
However, this method describes consumer engagement events rather than why they happened. Speech analytics therefore play a significant part in this.
With the aid of speech analytics, pertinent information can be automatically found and extracted from unstructured data for analysis.
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Speech Analytics Market: Drivers and Challenges
The main factors propelling the growth of the speech analytics market are the expanding number of call centres, rising demand for customer relationship management (CRM), technological advancement, rising demand for more precise risk management solutions, and competition between businesses.
Additionally, speech analytics technology aids numerous businesses in analysing industry trends, prospects, unproductive call volumes, and the causes of excessive prices.
Numerous businesses are able to work with the disorganised data that has been gathered from client interactions and improved consumer experiences thanks to this technology. Consequently, there is a greater need for speech analytics across a variety of organisations.
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Speech Analytics Market: key players
The Interactive Intelligence Group, Verint Systems, NICE Systems, Genesys, inContact, IBM, CallMiner, Voci Technologies, Almawave, Mattersight, Nexidia, Avaya, ZOOM International, and Calabrio are a few of the leading companies in the speech analytics market.
Speech Analytics Market Segments
- Speech Analytics Market Dynamics
- Historical Actual Market Size, 2013 – 2015
- Speech Analytics Market Size & Forecast 2017 to 2027
- Value Chain
- Speech Analytics Market Current Trends/Issues/Challenges
- Competition & Companies involved
- Speech Analytics Market Drivers and Restraints
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Speech Analytics Market: Segmentation
Segmentation on the basis of deployment:
- On-Premises
- Cloud based
Segmentation on the basis of industry:
- IT and Telecommunications
- Manufacturing
- Transportation and Logistics
- Defense and Government
- BFSI
- Healthcare
- Retail
- Energy and Utilities
- Others
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