Global Survey of Speech Analytics & Conversational Service Automation
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Travel & Hospitality
Verticals Under Investigation
Business Process Outsourcing
Government /Public Sector
Health Care Sevices
Perceived Opportunities in the APAC market
Gain Business Insight
Support of Self Service, Virtual Assitance
Better Leverage in AI Capabilities
Real-time Customer Care
Integration with Omnichannel Customer Support
Word from the Experts
"Speech Analytics has evolved from a point solution to one that is enabling real-time customer journey orchestration and front office automation. Enterprises are finally waking up to the idea of giving customers their voice back, a journey that will culminate in full-scale Conversational Service Automation, by 2020."
DESTINATION 2020: CONVERSATIONAL SERVICE AUTOMATION
"For the past four years, Opus Research has fielded a tracking study of implementations and expectations of Speech Analytics. We’ve documented the positive impact of real-time recognition of individual intents on customer experience and employee productivity that goes far beyond the Contact Center."