speech analytics industry
DMG is forecasting continued market expansion at a rate of 70% in 2008 and 50% in 2009, regardless of the challenging economic conditions. "The incredible growth in speech analytics usage is evidence of the growing realization that enterprises need more insight into their customers’ preferences and behavior," said Donna Fluss, president of DMG Consulting. "A better understanding of customer behavior will help enterprises enhance
the customer experience and improve customer loyalty. Speech analytics solutions
deliver quantifiable benefits that improve productivity, customer retention and loyalty, yielding one of the more rapid and compelling ROIs among contact center applications."
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