Magazine article CRM Magazine

Web Chat and Speech Analytics Are Set to Surge: More Contact Centers Will Deploy Technologies in 2012

Magazine article CRM Magazine

Web Chat and Speech Analytics Are Set to Surge: More Contact Centers Will Deploy Technologies in 2012

Article excerpt

Web chat and speech analytics are the contact center technologies that will experience the highest levels of growth in 2012, according to research from contact center industry analyst firm ContactBabel.

According to ContactBabel's "U.S. Contact Center Decision-Maker's Guide 2012," Web chat implementations are expected to grow by 60 percent in 2012, with speech analytics increasing by 59 percent. Current penetration is 27 percent for speech analytics and 32 percent for chat.

According to Steve Morrell, the report's author, the most prevalent technology currently used in contact centers is call recording (80 percent), but it "doesn't offer the real insight that speech analytics does."

"Having said that, a lot of U.S. early adopters use [speech analytics] to prove compliance, but it's about more than that," he adds.

"Speech analytics is often currently used in the avoidance of litigation and fines ... but it can also greatly assist cost reduction, agent improvement, and business process optimization," Morrell wrote in the report.

Among those early adopters are healthcare, insurance, and financial services providers, Morrell notes, adding that these firms have "the greatest chance to benefit from the business insight that speech analytics can bring."

Web chat, on the other hand, accounts for just 2 percent of all inbound customer interactions, but is growing strongly, Morrell maintains.

"Web chat is more prevalent in the entertainment and leisure sector than

elsewhere, but we would expect to see retailers increasing their take-up of this channel," he says, "to close more deals online and manage customer support more cheaply. …

Search by... Author
Show... All Results Primary Sources Peer-reviewed

Oops!

An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.