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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This was first published in August 2006

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