Text, speech analysis to drive contact center analytics market

BRITISH COLUMBIA, CANADA — Text and speech analysis would be a key factor in driving contact center analytics market revenue in the next few years, said market research and consulting firm Emergen Research. 

In its newly-released report, Emergen revealed that the demand for contact center analytics solutions is growing due to the use of automation and self-service options in call centers. 

Using text and speech analysis would help firms understand customer interactions and pinpoint areas for development. It could also be utilized in transcribing and examining chat or phone transcripts from customers to see patterns and trends in their interactions. 

The call performance of agents can also be monitored and evaluated using text and speech analysis.

Emergen’s paper also stated that small and medium enterprises (SMEs) are expected to register a steady revenue growth rate over the forecast period due to the growing adoption of contact center analytics.

Meanwhile, the Automatic Call Distributor (ACD) segment is projected to account for a significant revenue share over the forecast period. The demand for ACD systems is increasing as they can help organizations to optimize their operations and improve the customer experience.