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
5.      Speech Analytics Service Delivery Models
          5.1     Vendor Service Delivery Options
          5.2     Vendor Service Delivery Options
6.      Speech Analytics Market Trends and Challenges
7.      Speech Analytics Market Innovation
          7.1     New Product Features
          7.2     Future Enhancements
8.      Engineering the Customer Experience with Analytics
              8.1.1     Text Analytics
              8.1.2     Desktop Analytics
              8.1.3     Predictive Analytics
              8.1.4     Emotion Detection
9.       Improving the Customer Experience with Real-Time Speech Analytics
10.     Benefits of Real-Time Speech Analytics
11.     Vendor Real-Time Speech Analytics Capabilities
12.     How Speech Analytics Improves the Output of Contact Center and WFO Solutions
          12.1   Vendor Capabilities for Using Speech Analytics to Improve the Output of           Other Contact Center Solutions
13.     Using Speech Analytics to Support Top Contact Center Servicing Trends and
          Initiatives
          13.1   Vendor Capabilities for Using Speech Analytics to Achieve Top Servicing           Goals
14.     Putting Results to Work: Discovering, Understanding and Applying Speech Analytics
          Findings
          14.1   Vendor Capabilities
          14.2   Best Practices for Using Speech Analytics as a Change Agent
15.     The New Quality Standard: How Speech Analytics is Raising the Bar on Contact
          Center QA
          15.1   Top Uses of Analytics for Quality Assurance
          15.2   Getting Started with Analytics-Enabled Quality Assurance
16.     Maximizing the Return from a Speech Analytics Investment
          16.1   Customer Satisfaction Survey Verbatims
          16.2   Vendor Capabilities
17.     Market Activity and Market Share Analysis
          17.1   Validating Market Activity Numbers
          17.2   Market Growth Rate
          17.3   Market Activity
18.     Adoption Rate of Speech Analytics
19.     Speech Analytics Market Projections
20.     Speech Analytics Competitive Landscape
          20.1   Speech Analytics Vendor Categories
          20.2   Suite vs. Best-of-Breed
          20.3   Market Competitors
21.     Speech Analytics Vendors and Solutions
          21.1   High-Level Company and Financial Overview
          21.2   Vendor Offerings and Products
          21.3   Product Analysis
          21.4   Packaged Offerings
22.     Detailed Functional Analysis
          22.1   Indexing, Search and Queries
          22.2   Retrieval and Replay
          22.3   System Tuning
          22.4   Reporting, Dashboards and Alerts
23.     Detailed Technical Analysis
          23.1   Application Accuracy
          23.2   Processing Speed
          23.3   Speech Recognition Capabilities
          23.4   Storage
          23.5   Database
          23.6   System Security
          23.7   System Administration
24.     Speech Analytics Uses, Benefits and Return on Investment
          24.1   Contact Center Uses
          24.2   Uses of Speech Analytics Outside of the Contact Center
              24.2.1   Non-Contact-Center Uses of Speech Analytics
              24.2.2   Customer Satisfaction Verbatims
          24.3   Benefits
              24.3.1   Customer Satisfaction Survey Verbatims: Top Speech Analytics Benefits
          24.4   Return on Investment Analysis
25.     Implementation Analysis
          25.1   Implementation Process
          25.2   Implementation Best Practices
          25.3   Workshops and Training
          25.4   Maintenance and Ongoing Support
26.     Speech Analytics Vendor Satisfaction Analysis
          26.1   Summary of Survey Findings and Analysis
          26.2   Detailed Survey Findings and Analysis
          26.3   Customer Insights
              26.3.1   Speech Analytics Purchasing Drivers
              26.3.2   Speech Analytics Uses
              26.3.3   Business Units Supported by Speech Analytics
              26.3.4   Top Speech Analytics Benefits
              26.3.5   Strengths of Speech Analytics Solutions
              26.3.6   Challenges of Speech Analytics Solutions
              26.3.7   Impact of Speech Analytics on the Contact Center
              26.3.8   Realizing Benefits and Payback
              26.3.9   Additional Comments
27.     Pricing
          27.1   Premise-Based Pricing
          27.2   Cloud-Based Pricing
          27.3   Managed Service Pricing
28.     Company Reports
          28.1   Avaya
          28.2   Calabrio
          28.3   CallMiner
          28.4   Genesys
          28.5   Interactive Intelligence
          28.6   Mattersight Corporation
          28.7   Nexidia
          28.8   NICE Systems
          28.9   OnviSource
          28.10 Uptivity (an inContact Company)
          28.11 Verint Systems
Appendix: 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 4.1:   High-Level Capabilities
Figure 4.2:   High-Level Capabilities
Figure 5:   The Ideal Speech Analytics Platform
Figure 6.1:   High-Level Technical Summary
Figure 6.2:   High-Level Technical Summary
Figure 7:   DMG's Service Delivery Model Definitions
Figure 8:   Vendor Service Delivery Options
Figure 9:   Speech Analytics Trends
Figure 10:   Speech Analytics Challenges
Figure 11:   New Product Features, by Vendor
Figure 12:   New Product Features, by Category
Figure 13:   Future Enhancements, by Category
Figure 14:   Customer Experience Analytics
Figure 15:   Text Analytics
Figure 16.1:   Text Analytics
Figure 16.2:   Text Analytics
Figure 17:   Desktop Analytics
Figure 18.1:   Desktop Analytics
Figure 18.2:   Desktop Analytics
Figure 19:   Predictive Analytics
Figure 20.1:   Predictive Analytics
Figure 20.2:   Predictive Analytics
Figure 21.1:   Emotion Detection
Figure 21.2:   Emotion Detection
Figure 23:   Top Uses of Real-Time Speech Analytics
Figure 24:   Common Real-Time Speech Analytics Actions
Figure 25.1:   Real-Time Speech Analytics Capabilities
Figure 25.2:   Real-Time Speech Analytics Capabilities
Figure 26.1:   Using Speech Analytics to Improve the Output of Other Contact Center Solutions
Figure 26.2:   Using Speech Analytics to Improve the Output of Other Contact Center Solutions
Figure 27.1:    Using Speech Analytics to Support Servicing Trends
Figure 27.2:   Using Speech Analytics to Support Servicing Trends
Figure 28:     Discovering, Understanding and Applying Speech Analytics Findings
Figure 29.1:   Making Results Actionable
Figure 29.2:    Making Results Actionable
Figure 30:    Steps for Getting Started with Speech and Text Analytics-Enabled QA
Figure 31:    Please tell us what the vendor should do to help end users more quickly realize the benefits and payback from the speech analytics solution.
Figure 32.1:   Maximizing Return on Investment
Figure 32.2:   Maximizing Return on Investment
Figure 33:   Contact Center Speech Analytics Seat and Percent Growth
Figure 34:   Speech Analytics Activity, as of May 2014
Figure 35:    Speech Analytics Market Share Based on Agents, as of May 2014
Figure 36:   Speech Analytics Customers and Seats by Vendor, 2012 vs. 2013
Figure 37:   Speech Analytics Customer Trends by Vendor, 2006 – 2013
Figure 38:   Speech Analytics Market Activity by Number of Customers, 2006 – 2013
Figure 39:   Speech Analytics Seat Trends by Vendor, 2006 – 2013
Figure 40:   Speech Analytics Market Activity by Number of Seats, 2006 – 2013
Figure 41:   Speech Analytics Contact Center Adoption Rate, 2006 – 2013
Figure 42:   Speech Analytics Market Growth Projections, Based on Seats, 2014 – 2017
Figure 43:   Speech Analytics Demand Model, 2006-2017
Figure 44.1:   Company Information
Figure 44.2:   Company Information
Figure 45:   Product Information
Figure 46.1:    Product Analysis
Figure 46.2:   Product Analysis
Figure 47:   Packaged Offerings
Figure 48.1:   Indexing, Search and Queries
Figure 48.2:   Indexing, Search and Queries
Figure 49.1:   Retrieval and Replay Capabilities
Figure 49.2:   Retrieval and Replay Capabilities
Figure 50.1:   System Tuning
Figure 50.2:    System Tuning
Figure 51.1:   Reporting, Dashboards and Alerts
Figure 51.2:   Reporting, Dashboards and Alerts
Figure 52.1:   Application Accuracy
Figure 52.2:   Application Accuracy
Figure 53.1:   Processing Speed
Figure 53.2:   Processing Speed
Figure 54.1:    Speech Recognition Capabilities
Figure 54.2:   Speech Recognition Capabilities
Figure 55.1:    Storage
Figure 55.2:    Storage
Figure 56.1:    Database
Figure 56.2:   Database
Figure 57.1:   System Security
Figure 57.2:    System Security
Figure 58.1:   System Administration
Figure 58.2:    System Administration
Figure 59.1:   Contact Center Uses
Figure 59.2:   Contact Center Uses
Figure 60:    What business units are using speech analytics information?
Figure 61.1:    Non-Contact Center Uses
Figure 61.2:    Non-Contact Center Uses
Figure 62:   What were the top 3 to 5 ways that you are using speech analytics?
Figure 63:   What are the top 3 to 5 benefits from your speech analytics solution?
Figure 64:   ROI vs. TCO
Figure 65.1:   ROI
Figure 65.2:   ROI
Figure 66.1:    Implementation Process
Figure 66.2:    Implementation Process
Figure 67.1:   Implementation Best Practices
Figure 67.2:    Implementation Best Practices
Figure 68.1:   Workshops and Training
Figure 68.2:   Workshops and Training
Figure 69.1:   Maintenance and On-Going Support
Figure 69.2:   Maintenance and On-Going Support
Figure 70:   Customer Survey Rating Categories
Figure 71:    Average Satisfaction Ratings, by Category
Figure 72:    Product Satisfaction Ratings by Category
Figure 73:    Ease of Use/Configuration/Maintenance Satisfaction Ratings, by Customer
Figure 74:   Ease of Integration with Third-Party Applications, Satisfaction Ratings, by Customer
Figure 75:   Ease of Creating Searches and Queries Satisfaction Ratings, by Customer
Figure 76:   Accuracy and Business Relevance of Results, Satisfaction Ratings, by Customer
Figure 77:    Ability to Fine-Tune Results, Satisfaction Ratings, by Customer
Figure 78:   Call Analysis Capabilities, Satisfaction Ratings, by Customer
Figure 79:   Emotion Detection/Sentiment Analysis Capabilities, Satisfaction Ratings, by Customer
Figure 80:   Ability to Conduct Automated Root Cause Analysis, Satisfaction Ratings, by Customer
Figure 81:   Ability to Conduct Discovery and Surface Previously Unknown Issues or New and Breaking Trends, Satisfaction Ratings, by Customer
Figure 82:   Ability to Correlate Seemingly Unrelated Issues, Satisfaction Ratings, by Customer
Figure 83:    Real-Time Capabilities, Satisfaction Ratings, by Customer
Figure 84:   Reporting and Dashboards, Satisfaction Ratings, by Customer
Figure 85:   Ability to Improve Customer Service, Satisfaction Ratings, by Customer
Figure 86:   Ability to Improve the Customer Journey, Satisfaction Ratings, by Customer
Figure 87:   Ability to Improve First Contact Resolution, Satisfaction Ratings, by Customer
Figure 88:    Ability to Reduce Operating Costs, Satisfaction Ratings, by Customer
Figure 89:   Ability to Improve Adherence to Compliance Requirements, Satisfaction Ratings, by Customer
Figure 90:   Ability to Serve as an Early Warning System to Identify Issues Before They Escalate and Impact a Large Number of Customers, Satisfaction Ratings, by Customer
Figure 91:   Ability to Improve Customer Retention, Satisfaction Ratings, by Customer
Figure 92:   Ability to Improve Sales and Collections, Satisfaction Ratings, by Customer
Figure 93:    Ability to Realize the Expected Payback from the System, Satisfaction Ratings, by Customer
Figure 94:    Implementation Satisfaction Ratings, by Customer
Figure 95:   Training/Workshops Satisfaction Ratings, by Customer
Figure 96:   On-Going Service and Maintenance Satisfaction Ratings, by Customer
Figure 97:    Professional Services Satisfaction Ratings, by Customer
Figure 98:    Innovation Satisfaction Ratings, by Customer
Figure 99:    Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 100:   Vendor Communication Satisfaction Ratings, by Customer
Figure 101:   Product Pricing Satisfaction Ratings, by Customer
Figure 102:   Overall Vendor Satisfaction Ratings, by Customer
Figure 103:    What were the top 3 - 5 primary drivers in the decision to purchase a speech analytics solution?
Figure 104:   Please tell us the top 3 - 5 strengths of your speech analytics solution
Figure 105:   Please tell us the top 3 - 5 challenges of your speech analytics solution
Figure 106:   What is the biggest impact that speech analytics has had on the contact center?
Figure 107:   Additional comments about your experience with the vendor and/or product
Figure 108.1:   Speech Analytics Costs – Licensed Model 250-Seat Implementation
Figure 108.2:   Speech Analytics Costs – Licensed Model 250-Seat Implementation
Figure 109:   Speech Analytics Costs – Cloud-Based 250-Seat Implementation
Figure 110:   Speech Analytics Costs – Managed Service 250-Seat Implementation

Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.

Order Information
To order a copy of the 2014-2015 Speech Analytics Market Report, contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com. You may also purchase the Report online.


DMG in the News
9/17/2014 - DMG Consulting Releases 2014-2015 Contact Center Gamification Product and Market Report
8/7/2014 - The Rebound of Outbound Solutions: A Q&A with Donna Fluss (SmartCustomerService.com)

Whitepapers, Executive Briefings, and Benchmark Reports
9/15/2014 - Contact Center Cloud vs. On-Premise: Analyzing the Costs
9/15/2014 - What PCI - DSS Really Means for your Contact Center

Featured Publications
9/2/2014 - Outbound Solutions Engage Customers and Enhance Relationships (destinationCRM)
8/1/2014 - Buzzword Battle: Omnichannel Versus Multichannel (destinationCRM)
7/28/2014 - Voice Is Changing, Not Disappearing (Speech Technology)

Jobs at DMG
Copyright 2014 DMG Consulting LLC Home  |   Contact  |   Site Map