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7. Speech technology

Read the seventh answer to SearchCRM.com's call center agent quiz and more detailed information on workforce optimization and call center performance.


7. Speech technology

True or False? According to experts, the speech analytics market has peaked and we won't see it grow much this year or next.

a) True
b) False

ANSWER: B

According to a Donna Fluss, principal of DMG Consulting, the speech analytics market will grow 120% in 2006 and 100% in 2007. Similarly, the Merchants Global Contact Centre Benchmarking Report found that of 363 contact centers surveyed last year, nearly a third use some speech recognition technology and another 17% plan to install it this year.

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