Email 

Report Table of Contents

1.

Executive Summary

2.

Introduction

3.

DMG Consulting Research Methodology
  3.1 Report Participation Criteria

4.

What is Speech Analytics?
  4.1 How Speech Analytics Works
  4.2 Post-Call (Historical) vs. Real-Time Speech Analytics
  4.3 Application Building Blocks
  4.4 High-Level Functional Analysis
  4.5 Speech Engines
  4.6 High-Level Technical Analysis
  4.7 Other Analytics Offerings
5. Service Delivery Models for Speech Analytics Solutions
  5.1 DMG Service Delivery Definitions
  5.2 Vendor Service Delivery Options

6.

Speech Analytics Market Trends and Challenges
  6.1 Speech Analytics Trends
  6.2 Speech Analytics Challenges

7.

Speech Analytics Market Innovation
  7.1 New Product Features
  7.2 Future Innovation

8.

Top Contact Center Servicing Trends and Initiatives for 2016
  8.1 Using Speech and Text Analytics as Enterprise Tools to Deliver Great Service
9. Analytics-Enabled QA Improves the Performance Management Process
  9.1 What is Analytics-Enabled QA?
  9.2 Why Companies Should Move to Analytics-Enabled QA
  9.3 Vendor Analytics-Enabled QA Capabilities
10. Real-Time Speech Analytics Improves Agent and Customer Engagement
  10.1 Uses of Real-Time Speech Analytics
  10.2 Benefits of Real-Time Speech Analytics
  10.3 Real-Time Speech Analytics Best Practices
  10.4 Vendor Real-Time Capabilities
11. Market Activity Analysis
  11.1 Validating Market Activity Numbers
  11.2 Market Growth Rate
  11.3 Speech Analytics Market Activity
12. Adoption Rate of Speech Analytics
13. Speech Analytics Market Projections
14. Competitive Landscape
  14.1 Speech Analytics Vendor Categories
  14.2 Market Competitors
15. Vendors and Solutions
  15.1 Company Snapshots
  15.2 Vendor Offerings and Products
  15.3 Packaged Offerings
16. Speech Analytics Detailed Functional Analysis
  16.1 Application Accuracy and Tuning
  16.2 Speech Recognition Capabilities
  16.3 Indexing, Search and Queries
  16.4 Recording, Retrieval and Replay
  16.5 Emotion Detection/Sentiment Analysis
  16.6 Storage
  16.7 System Administration
  16.8 System Security
  16.9 Reporting, Dashboards and Alerts
17. Speech and Text Analytics Uses, Benefits and Return on Investment
  17.1 Speech Analytics Uses
  17.2 Using Speech and Text Analytics to Improve Compliance and Reduce Risk
    17.2.1 Compliance
    17.2.2 Fraud Prevention
    17.2.3 Best Practices for Reducing Corporate Risk
  17.3 Speech Analytics ROI and ROI Benefit Categories
18. Implementation Analysis
  18.1 Speech Analytics Implementation Process
  18.2 Speech Analytics Implementation Best Practices
  18.3 Speech Analytics Workshops and Training
  18.4 Maintenance and Ongoing Support
19. Vendor Satisfaction Analysis
  19.1 Summary of Survey Findings and Analysis
  19.2 Detailed Survey Findings and Analysis
  19.3 Customer Insights
    19.3.1 Using Speech Analytics to Address Business Issues
    19.3.2 Speech Analytics Benefits
    19.3.3 Business Units Supported by Speech Analytics
    19.3.4 Strengths of Speech Analytics Solutions
    19.3.5 Speech Analytics Desired Enhancements
    19.3.6 Impact of Speech Analytics on the Contact Center
    19.3.7 Additional Comments
20. Speech Analytics Pricing
  20.1 Premise-Based Pricing
  20.2 Cloud-Based Pricing
  20.3 Managed Service Pricing
21. Company Reports
  21.1 Calabrio
  21.2 CallMiner, Inc.
  21.3 inContact, Inc.
  21.4 NICE
  21.5 SESTEK
  21.6 Verint Systems
  21.7 Voci Technologies, Inc.
  21.8 ZOOM International
Appendix A: Speech Analytics Vendor Directory


Table of Figures

Figure 1:

  What is Speech Analytics?
Figure 2:   Historical vs. Real-Time Speech Analytics Use Cases
Figure 3:   Speech Analytics Technology Building Blocks
Figure 4:   High-Level Speech Analytics Capabilities
Figure 5:   The Ideal Speech Analytics Platform
Figure 6:   Speech Analytics Engines
Figure 7:   High-Level Speech Analytics Technical Summary
Figure 8:   Other Analytics Offerings
Figure 9:   Service Delivery Models, Advantages and Disadvantages
Figure 10:   DMG's Service Delivery Model Definitions
Figure 11:   Vendor Service Delivery Options
Figure 12:   2016 Speech Analytics Trends
Figure 13:   2016 Speech Analytics Challenges
Figure 14:   New Product Features, by Vendor
Figure 15:   New Product Features, by Category
Figure 16:   Future Enhancements, by Category
Figure 17:   Top Ten Enterprise Servicing Goals for 2016
Figure 18:   The Contributions of Speech/Text Analytics
Figure 19:   Using Speech Analytics as Enterprise Tools to Deliver Great Service
Figure 20:   Analytics-Enabled QA
Figure 21:   Using AQA to Surface Agent Performance Issues
Figure 22:   Analytics-Enabled Quality Management Capabilities
Figure 23:   Real-Time Speech Analytics
Figure 24:   Uses of Real-Time Speech Analytics
Figure 25:   Benefits of Real-Time Speech Analytics
Figure 26:   Real-Time Speech Analytics Best Practices
Figure 27:   Vendor Real-Time Speech Analytics Capabilities
Figure 28:   Contact Center Speech Analytics Seats and Percent Growth 2006-2015 (end of March 2016), in Thousands
Figure 29:   Speech Analytics Seat Trend Detail by Geography, 2006-2015
Figure 30:   Speech Analytics Activity, as of March 31, 2016
Figure 31:   Speech Analytics Market Share Based on Seats, as of March 2016
Figure 32:   Speech Analytics Customers and Seats by Vendor, 2014 vs. 2015
Figure 33:   Speech Analytics Customer Trends by Vendor, 2006-2015
Figure 34:   Speech Analytics Customer Trends by Vendor, 2006-2015
Figure 35:   Speech Analytics Seat Trends by Vendor, 2006-2015
Figure 36:   Speech Analytics Seat Trends by Vendor, 2006-2015
Figure 37:   Speech Analytics Contact Center Adoption Rate, 2006-2015
Figure 38:   Speech Analytics Market Growth Rate Projections Based on Seats, 2016-2020
Figure 39:   Speech Analytics Demand Model, 2016-2020
Figure 40:   Speech Analytics Competitive Landscape
Figure 41:   Company Information as of December 2015
Figure 42:   Speech and Text Analytics Product Analysis
Figure 43:   High-Level Functional Capabilities
Figure 44:   Packaged Offerings
Figure 45:   Tuning and Accuracy
Figure 46:   Speech Recognition Capabilities
Figure 47:   Indexing, Search and Queries
Figure 48:   Recording, Retrieval and Replay Capabilities
Figure 49:   Emotion/Sentiment Detection
Figure 50:   Storage
Figure 51:   Administration
Figure 52:   Security Features
Figure 53:   Dashboards and Reporting and Analytical Capabilities
Figure 54:   Top 10 Uses of Speech Analytics, by Vendor
Figure 55:   What are the top 5 business issues that you want to solve with speech analytics?
Figure 56:   Compliance
Figure 57:   Fraud Prevention
Figure 58:   Speech Analytics ROI Benefit Categories
Figure 59:   Speech Analytics Implementation Analysis
Figure 60:   Speech Analytics Implementation Analysis
Figure 61:   Training, Workshops and Professional Services
Figure 62:   Maintenance and Ongoing Support
Figure 63:   Customer Survey Rating Categories
Figure 64:   Average Satisfaction Ratings, by Category
Figure 65:   Product Satisfaction Ratings, by Category
Figure 66:   Ease of Use/Configuration/Maintenance Satisfaction Ratings, by Customer
Figure 67:   Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 68:   Ease of Creating Searches and Queries Satisfaction Ratings, by Customer
Figure 69:   Accuracy and Business Relevancy of Results Satisfaction Ratings, by Customer
Figure 70:   Call Analysis Capabilities Satisfaction Ratings, by Customer
Figure 71:   Emotion Detection/Sentiment Analysis Satisfaction Ratings, by Customer
Figure 72:   Ability to Conduct Automated Root Cause Analysis Satisfaction Ratings, by Customer
Figure 73:   Ability to Conduct Discovery and Surface Previously Unknown Issues or New and Breaking Trends Satisfaction Ratings, by Customer
Figure 74:   Ability to Correlate Seemingly Unrelated Issues Satisfaction Ratings, by Customer
Figure 75:   Ability to Serve as an Early Warning System to IdentifyIssues and Mitigate their Impact Satisfaction Ratings, by Customer
Figure 76:   Ability to Improve First Contact Resolution Satisfaction Ratings, by Customer
Figure 77:   Ability to Identify Business Process/Procedure/Policy IssuesSatisfaction Ratings, by Customer
Figure 78:   Ability to Identify Agent Performance Issues Satisfaction Ratings, by Customer
Figure 79:   Real-Time Capabilities Satisfaction Ratings, by Customer
Figure 80:   Reporting and Dashboards Satisfaction Ratings, by Customer
Figure 81:   Ability to Perform Analytics-Enabled Quality Assurance Satisfaction Ratings, by Customer
Figure 82:   Ability to Improve Compliance with Regulatory Requirements Satisfaction Ratings, by Customer
Figure 83:   Ability to Detect Fraud Satisfaction Ratings, by Customer
Figure 84:   Ability to Reduce Customer Effort Satisfaction Ratings, by Customer
Figure 85:   Ability to Improve Customer Engagement Satisfaction Ratings, by Customer
Figure 86:   Current Product Satisfaction Ratings, by Customer
Figure 87:   Implementation Satisfaction Ratings, by Customer
Figure 88:   Training/Workshops Satisfaction Ratings, by Customer
Figure 89:   On-going Service and Support Satisfaction Ratings, by Customer
Figure 90:   Professional Services Satisfaction Ratings, by Customer
Figure 91:   Innovation Satisfaction Ratings, by Customer
Figure 92:   Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 93:   Communication Satisfaction Ratings, by Customer
Figure 94:   Pricing Satisfaction Ratings, by Customer
Figure 95:   Overall Vendor Satisfaction Ratings, by Customer
Figure 96:   What are the top 3 - 5 benefits that were realized from speech analytics?
Figure 97:   What business units are using speech analytics information?
Figure 98:   Please tell us the top 3 - 5 strengths of your speech analytics solution
Figure 99:   What enhancements/additional capabilities would you like to see in your speech analytics solution?
Figure 100:   What is the biggest impact that speech analytics has had on the contact center?
Figure 101:   Additional comments about your experience with the vendor and/or product
Figure 102:   Price Ranges - Premise-Based Solution, 2015 vs. 2016 Comparison
Figure 103:   Pricing for a Premise-Based Speech Analytics Solution: 250 Seats
Figure 104:   Pricing for Speech Analytics, Cloud-Based: 250 Seats
Figure 105:   Pricing for Speech Analytics, Managed Service: 250 Seats

Order Information
Please contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098 with any questions. To order a copy of the report, visit the online store.

Additional Formats for this Abstract
The Abstract is also available in PDF format.



DMG in the News
8/24/2016 - DMG Consulting Releases 2016 2017 Speech Analytics Product and Market Report 
7/20/2016 - DMG Consulting Releases 2016 Voice Biometrics Product and Market Report

Whitepapers, Executive Briefings, and Benchmark Reports
8/19/2016 - Top Strategies and Applications for Engaging Agents 

Jobs at DMG
Copyright 2016 DMG Consulting LLC Home  |   Contact  |   Site Map