Business Trends: Understanding the Speech Customer

Introduction

This business trends study (Customer Focus) is part of Datamonitor's Voice Industry Index (VII), Datamonitor's most significant survey on speech recognition solutions, and the most authoritative and large-scale study of the market performed by any objective third party.

Scope

• Interviews with eight large enterprises that have deployed speech recognition solutions.
• Thousands of datapoints have been collected to accurately capture the performance of speech recognition solutions in contact centers.

Highlights

The performance of speech recognition solutions improves over time as companies become adept at isolating customer needs.

Call volumes, on average, continue to increase and companies must look to improve phone-based automation and routing capabilities to improve customer service while maintaining cost control.

Reasons to Purchase

• Gauge the performance of speech recognition vs DTMF solutions in the enteprise.
• Understand key metrics used by enteprises to calculate ROI for speech recognition solutions.