'South Asia to see aggressive adoption of speech analytics'

Enterprises across the world are becoming conscious of value proposition of speech analytics, but only 29 per cent of them in South Asia have adopted this technology and the outlook remains sanguine.
According to a recent survey commissioned by Uniphore Software Systems and conducted by OPUS Research, with explosive growth opportunities and advantages of adopting speech analytics, South Asia is rapidly headed towards integrating the technology across industries.
Speech analytics is the process of analysing recorded calls to gather information.
"In contrast to enterprises in countries like India and the Philippines, their peers in North America, Australia and New Zealand are way ahead in adoption of speech analytics, thereby delivering better customer experience, saving cost and enhancing revenue," the survey said.

According to the survey, 247 out of 500 respondents (49 per cent) have deployed speech analytics at their enterprises. While 64 per cent respondents from the North American region have already deployed speech analytics in their business, the figure was around 44 per cent for Australia and New Zealand.
"Uniphore has had a ring-side view of how enterprises in more and more countries across South Asia, including India, have been harnessing the technology for explosive growth opportunities," Uniphore Software Systems Co-founder and CEO Umesh Sachdev said, adding that many Indian enterprises are rapidly adopting the technology to ace their service industry.

North America is a leading light in understanding growth and speech analytics deployment whereas Australia/New Zealand, with 36 per cent in 'testing and trial' range, represents a greenfield opportunity, the report said.