Check Out This Report from Opus Research!
The biggest overall finding is that improving customer experience (CX) is the main motivation for using voice technology. Companies want to be able to listen to their customers in order to create a better customer journey from sales, operations, support, and post-sale feedback. As more and more companies are differentiating on CX, first-hand speech collection and analysis are crucial to this goal. Post-interaction surveys or sales/agent notes may be biased or only provide a partial insight.
Companies are realizing that truly understanding the voice of the customer (VOC) can only be done by listening to the verbal interactions of the customer with your company. That’s likely why respondents indicated that the two most impactful use cases for voice tech were customer analytics (73%) and conversational AI (54%) Download now to learn more!
