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UK contact centre industry expects close to doubling of speech analytics usage by the end of 2012 with one in eight UK contact centres expect to implement a solution within 12 months

New research published by ContactBabel, the contact centre industry analysts, reveals that UK businesses expect the use of speech analytics solutions to jump from a current penetration rate of 14% to 26% within 12 months.  

 
Although 57% of respondents – the majority of these in sub-100 seat contact centres – do not have any plans to implement speech analytics, the installed base industry-wide is expected by contact centre managers and directors to be close to doubling within 12 months. 
 

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