A report from Global Industry Analysts (GIA) says the global call centers market is projected to reach $337.8 billion by 2018. According to the report, this revenue projection is primarily driven by increasing corporate focus on providing efficient customer service as a part of business development. Contact centers today are much more than a telephonic customer service provider, it has evolved into a segment that plays a vital role in business development and process compliance. This transformation is completely achieved with the help of innovative technologies that helps enterprises make good use of customer interactions.
Speech Analytics solution is one among those innovative tools that helps enterprises optimize their contact center operations and improve their customer service efficiency. It helps contact centers analyze customer interactions (both in real-time and batch mode) to detect and reduce fraud activities.