According to DMG Consulting, “The historic four-year compounded growth rate for speech analytics has been 268 percent”. In addition, expansion of speech analytics is “viewed as recession-resistant because it can help enterprises achieve their goals even during tough economic times”. Near triple digit growth is also expected in 2009 as speech analytics moves into the mainstream of performance management tools.

This break out session will provide an introduction to speech analytics (also known as interaction analytics) and an overview of the marketplace. It will identify how this new technology can improve both operational performance and customer retention by looking at the revenue, marketing and compliance benefits that can be achieved across multiple departments in your business. The session will also examine some of the major players, including CallCopy, Nice, Verint and Nexidia with a couple of customer case studies showing proven Return on Investment.