According to an Aberdeen survey conducted in November and December of 2008, 31 percent of Best-in-Class organizations have implemented speech analytics. This compares to only 18 percent of all other companies. The benefits reaped by contact center agents can also be realized by non-contact center users. For example, litigators now have the ability to search hundreds if not thousands of documents that, in the past, would have taken many man-hours to do.
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