UK contact centre industry expects close to doubling of speech analytics usage by the end of 2012.

New research published by ContactBabel, the contact centre industry analysts, reveals that UK businesses expect the use of speech analytics solutions to jump from a current penetration rate of 14% to 26% within 12 months.

Although 57% of respondents - the majority of these in sub-100 seat contact centres - do not have any plans to implement speech analytics, the installed base industry-wide is expected by contact centre managers and directors to be close to doubling within 12 months.