Customers have conversations across the organization. They interact with people in sales, service, support and in some cases event with an organization’s products or services via smart speakers. While our research confirms that the telephone is still the most widely supported customer-engagement channel, other forms of verbal and digital interactions are growing at a rapid rate.
To assist organizations with management of these interactions, speech analytics technology is currently being used by more than one in five companies. And 36% of survey respondents said they were deploying SA in the next two years.
Read more about the benefits of speech analytics, including the use of AI, in latest report for Ventana Research.