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Contact Centers Embrace Analytics
The Report focuses on contact center and service-related uses of interaction (speech and text) analytics. It also explores the broader uses of interaction analytics throughout enterprises.
Source: www.dmgconsult.com
In an effort to better serve customers, utilities are investing in speech and text analytics, according to DMG Consulting LLC. These solutions provide insights into customers’ needs, wants, emotions, and sentiment Consequently, the market research firm projects that the number of contact center seats using the technology will grow by 11% in 2020 and 2021 and 10% in each of the following three years: 2022 – 2024.
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