Italian corporations lead Europe in adopting voice processing technology, helping to drive a market that is expected to treble in value over three years.
Although Dataquest figures predict that, between 1995 and 1998, the European market for this technology will have grown threefold to be worth $1 billion, countries vary dramatically in their adoption levels. In Italy, 68 per cent of the top 1,000 companies use voice processing, according to a new survey by Audience Selection, commissioned by Octel. This compares to 38 per cent in the UK's top 1,000 and only 10 per cent in France.
The pioneers in Italy have been financial institutions, with the most widely used applications being automatic call answering and voicemail. Of the companies using the technology, three-quarters claimed to be satisfied, citing benefits such as improved information flow and better customer service.
The greatest growth this year is expected to be in Italy, whose expenditure will double, the UK, France and Germany - although acceptance is still relatively low in the latter two, said Octel.
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