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.
Related news
- Smart hospitality market projected to reach $110.8Bn by 2030 · 4 Jan
- CardWorks acquires Dataline Systems · 4 Jan
- External trade minister lauds Outsource Fiji · 4 Jan
Disclosure: Outsource Accelerator uses AI tools in the backend of its editorial workflow. Every article is reviewed and verified by a human editor before publication.
Stay ahead of the outsourcing industry. Join thousands of business leaders who rely on Outsource Accelerator for the news, trends, and expert insights that matter. Subscribe to our free newsletter and never miss an update.
