The "US Contact Center Decision-Makers' Guide (2018/19 - 11th edition)" is the major annual report studying the performance, operations, technology and HR aspects of US contact center operations. The result is the 11th edition of the largest and most comprehensive study of all aspects of the US contact center industry.
Like most contact center applications, speech analytics can be used to cut costs, but its promise goes far beyond this. No other contact center technology provides the business with this level of potential insight that goes far beyond the boundaries of the contact center and can offer genuine and quantifiable ways in which sub-optimal business processes can be improved.
Read more in excerpt chapter "Customer Interaction Analytics" about use of analytics across verticals and contact center size in latest Contact Babel DMG report.