Global Survey of Speech Analytics & Conversational Service Automation: Destination 2020. This global survey documents the business impact of Speech Analytics technologies to enable a path to digital transformation and address immediate customer issues.

1. ® 2019 Uniphore Software Systems | uniphore.com 1
Global Survey of Speech Analytics &
Conversational Service Automation:
Destination 2020
By Uniphore in Association with Opus Research

2. ® 2019 Uniphore Software Systems | uniphore.com 2
Fourth Year of a Tracking Study
Global in scope
• North America
• APAC
• Western Europe
400 decision-makers
• Director, VP, C-level)
• Primarily Contact Center & customer experience
• Firms with $50 million+ Revenue

3. ® 2019 Uniphore Software Systems | uniphore.com 3
What We Learnt Over The Years
“Path to Conversational Service Automation” Timeline
2016 2017 2018 2019
Conversational Service Automation
Premises-based;
batch processed
Ubiquitous awareness
Point solution
Recognized impact on CX
Focused on Compliance,
WFO
Initial forays into
“real time”
Intervention of Customer
Issues
Beyond the contact center
Accelerated move to
“The Cloud”
AI is bolstering employee
Productivity
Orchestration, Automation
Advanced real-time
analytics

4. ® 2019 Uniphore Software Systems | uniphore.com 4
Understanding the “Primary Drivers” of Speech Analytics
Evergreen
• WFO/WFM
• Cost Savings
• ID of Customer Intent
Expedient
• Compliance
• Remediate Root Cause
Emerging
• Support Virtual Agents
• Automated Disposition
• Conversational Service Automation

5. ® 2019 Uniphore Software Systems | uniphore.com 5
Interest in Conversational AI Across Verticals is Rapidly Growing
Source: Opus Research, Global Survey (2019)
Banking / Fiserv
Telecom
BPOs
Govt
E-commerce
Retail
Insurance
Travel & Hospitality
Healthcare Service
79%
76%
72%
66%
66%
64%
64%
60%
47%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

6. ® 2019 Uniphore Software Systems | uniphore.com 6
Business Units Most Interested in Speech Analytics
Customer Care
• Growing interest in CX
• IT less influential
4% 5%
12%
14%
Finance Marketing IT/Technology Management
Team
30%
CX Team
36%
Contact Center

7. ® 2019 Uniphore Software Systems | uniphore.com 7
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THANK YOU
India
Singapore
USA
Global Speech Analytics
Survey: Destination 2020
– Conversational Service
Automation
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Opus Report Here
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