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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. What is Text Analytics?
  5.1 How it Works
  5.2 Text Analytics Functional Building Blocks
  5.3 Detailed Text Analytics Functional Analysis
  5.4 The Relationship Between Text and Speech Analytics
  5.5 Using Text and Speech Analytics to Support Multi-Channel Analytics
  5.6 Making Results Actionable

6.

Service Delivery Models for Speech Analytics Solutions
  6.1 DMG Service Delivery Definitions

7.

Speech and Text Analytics Market Trends and Challenges
  7.1 Speech and Text Analytics Trends
  7.2 Speech and Text Analytics Challenges

8.

Speech Analytics Market Innovation
  8.1 New Product Features
  8.2 Future Enhancements
9. Analytics-Enabled QA
  9.1 What is Analytics-Enabled QA?
  9.2 Traditional Versus Analytics-Enabled QA
  9.3 How to Transition to Analytics-Enabled QA
  9.4 Skills-Based Coaching
  9.5 Analytics-Enabled QA for Multi-Channel Interactions
  9.6 Vendor Analytics-Enabled QA Capabilities
10. Real-Time Speech Analytics
  10.1 Uses of Real-Time Speech Analytics
  10.2 Vendor Real-Time Speech Analytics Capabilities
  10.3 Real-Time Speech Analytics Best Practices
11. Using Speech Analytics and Text Analytics to Support Top Contact Center Servicing Trends and Initiatives for 2015
  11.1 Deliver an outstanding customer experience
  11.2 Improve productivity
  11.3 Reduce the Cost of Service
  11.4 Increase the Use of Self-Service Applications
  11.5 Reduce Customer Effort
  11.6 Enhance Reporting and Analytics
  11.7 Improve Customer Retention
  11.8 Increase Sales
  11.9 Improve Compliance
  11.10 Improve Customer Engagement
  11.11 Increase Employee Engagement and Empowerment
    11.12.1 Gamification
12. Reducing Risk with Speech Analytics
  12.1 Compliance
  12.2 Fraud Prevention
13. Speech Analytics Market Activity Analysis
14. Speech Analytics Market Adoption
15. Speech Analytics Market Projections
16. Speech Analytics Competitive Landscape
17. Vendors and Solutions
  17.1 Company snapshot
  17.2 Vendor Offerings and Products
  17.3 Packaged Offerings
18. Speech Analytics Detailed Functional Analysis
  18.1 Application Accuracy and Tuning
  18.2 Speech Recognition Capabilities
  18.3 Indexing, Search and Queries
  18.4 Recording, Retrieval and Replay
  18.5 Emotion Detection/Sentiment Analysis
  18.6 Storage
  18.7 System Administration
  18.8 System Security
  18.9 Reporting, Dashboards and Alerts
19. Speech and Text Analytics Uses, Benefits and Return on Investment
  19.1 Speech Analytics Uses
  19.2 Text Analytics Uses
  19.3 Benefits
  19.4 Return on Investment Analysis
20. Implementation Analysis
  20.1 Speech Analytics Implementation Process
  20.2 Speech Analytics Implementation Best Practices
  20.3 Speech Analytics Workshops and Training
  20.4 Text Analytics Implementation Process
  20.5 Text Analytics Implementation Best Practices
  20.6 Text Analytics Workshops and Training
  20.7 Maintenance and On-going SupportVendor Satisfaction Analysis
21. Vendor Satisfaction Analysis
22. Pricing
  22.1 Premise-Based Pricing
  22.2 Cloud-Based Pricing
  22.3 Managed Service Pricing
23. Company Reports
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:   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:   Text Analytics
Figure 9:   The Classic Text Analytics Process
Figure 10:   Sources of Unstructured Data
Figure 11:   Data Inputs Supported by Text Analytics
Figure 12:   Standard Text Extraction Process
Figure 13:   Text Analytics Building Blocks
Figure 14:   Detailed Text Analytics Capabilities
Figure 15:   Customer Journey
Figure 16:   Using Text and Speech Analytics to Support Analytics-Enabled Processes
Figure 17:   Customer Journey Analytics Solutions
Figure 18:   Other Analytics Offerings
Figure 19:   Making Results Actionable
Figure 20:   Service Delivery Models, Advantages and Disadvantages
Figure 21:   DMG's Service Delivery Model Definitions
Figure 22:   Vendor Service Delivery Options
Figure 23:   2015 Speech and Text Analytics Trends
Figure 24:   2015 Speech and Text Analytics Challenges
Figure 25:   New Product Features
Figure 26:   New Product Features, by Category
Figure 27:   Future Enhancements, by Category
Figure 28:   Using Text Analytics to Support Analytics-Enabled Quality Management
Figure 29:   Analytics-Enabled Quality Management
Figure 30:   Real-Time Speech Analytics
Figure 31:   Uses of Real-Time Speech Analytics
Figure 32:   Real-Time Speech Analytics Capabilities
Figure 33:   Best Practices for Real-Time Speech Analytics
Figure 34:   Top Enterprise Servicing Goals for 2015
Figure 35:   2015 Enterprise Servicing Initiatives, by Category
Figure 36:   Using Speech and Text Analytics to Deliver an Outstanding Customer Experience
Figure 37:   Using Speech and Text Analytics to Improve Productivity
Figure 38:   Using Speech and Text Analytics to Reduce the Cost of Service
Figure 39:   Using Speech and Text Analytics to Increase the Use of Self-Service Applications
Figure 40:   Using Speech and Text Analytics to Reduce Customer Effort
Figure 41:   Using Speech and Text Analytics to Enhance Reporting and Analytics
Figure 42:   Using Speech and Text Analytics to Improve Customer Retention
Figure 43:   Using Speech and Text Analytics to Increase Sales
Figure 44:   Using Speech and Text Analytics to Improve Compliance
Figure 45:   Using Speech and Text Analytics to Improve Customer Engagement
Figure 46:   Using Speech and Text Analytics to Increase Employee Engagement and Empowerment
Figure 47:   Gamification Features
Figure 48:   Compliance
Figure 49:   Fraud Prevention
Figure 50:   Contact Center Speech Analytics Seat and Percent Growth, 2006 – 2014
Figure 51:   Speech Analytics Seat Trend Detail by Geography, 2006 – 2014
Figure 52:   Speech Analytics Activity, as of March 31, 2015
Figure 53:   Speech Analytics Market Share Based on Seats, as of March 2015
Figure 54:   Speech Analytics Customers and Seats by Vendor, 2013 vs. 2014
Figure 55:   Speech Analytics Customer Trends by Vendor, 2006 – 2014
Figure 56:   Speech Analytics Customer Trends by Vendor, 2006 – 2014
Figure 57:   Speech Analytics Seat Trends by Vendor, 2006 – 2014
Figure 58:   Speech Analytics Seat Trends by Vendor, 2006 – 2014
Figure 59:   Speech Analytics Contact Center Adoption Rate, 2006 – 2014
Figure 60:   Speech Analytics Market Growth Rate Projections Based on Seats, 2015 - 2019
Figure 61:   Speech Analytics Seat Trend Detail by Geography, 2006 – 2014
Figure 62:   Speech Analytics Competitive Landscape
Figure 63:   Company Information as of December 2014
Figure 64:   Speech and Text Analytics Product Analysis
Figure 65:   Speech and Text Analytics Core and Optional Modules
Figure 66:   Complementary Contact Center Applications
Figure 67:   Packaged Offerings
Figure 68:   Tuning and Accuracy
Figure 69:   Speech Recognition Capabilities
Figure 70:   Indexing, Search and Queries
Figure 71:   Recording, Retrieval and Replay Capabilities
Figure 72:   Emotion/Sentiment Detection
Figure 73:   Storage
Figure 74:   Administration
Figure 75:   Security Features
Figure 76:   Dashboards and Reporting and Analytical Capabilities
Figure 77:   What were the top 3 - 5 business issues that you want speech analytics to solve?
Figure 78:   Top 10 Uses of Speech Analytics, by Vendor
Figure 79:   Top Uses of Speech Analytics, by Category
Figure 80:   Top 10 Uses of Text Analytics
Figure 81:   Speech and Text Analytics ROI Benefit Categories
Figure 82:   Average Speech and Text Analytics ROI (in months)
Figure 83:   Speech Analytics Implementation Analysis
Figure 84:   Speech Analytics Implementation Analysis
Figure 85:   Training, Workshops and Professional Services
Figure 86:   Text Analytics Implementation Analysis
Figure 87:   Text Analytics Implementation Best Practices, by Vendor
Figure 88:   Text Analytics Training, Workshops and Professional Services
Figure 89:   Maintenance and Ongoing Support
Figure 90:   Customer Survey Rating Categories
Figure 91:   Average Satisfaction Ratings, by Category
Figure 92:   Product Satisfaction Ratings, by Category
Figure 93:   Ease of Use/Configuration/Maintenance Satisfaction Ratings, by Customer
Figure 94:   Ease of Integration with Third-Party Applications SatisfactionRatings, by Customer
Figure 95:   Ease of Creating Searches and Queries Satisfaction Ratings, by Customer
Figure 96:   Accuracy and Business Relevancy of Results Satisfaction Ratings, by Customer
Figure 97:   Ability to Fine-Tune Results Satisfaction Ratings, by Customer
Figure 98:   Call Analysis Satisfaction Ratings, by Customer
Figure 99:   Text Analytics Satisfaction Ratings, by Customer
Figure 100:   Emotion Detection/Sentiment Analysis Satisfaction Ratings, by Customer
Figure 101:   Ability to Conduct Automated Root Cause Analysis Satisfaction Ratings, by Customer
Figure 102:   Ability to Conduct Discovery and Surface Previously Unknown Issues or New and Breaking Trends Satisfaction Ratings, by Customer
Figure 103:   Ability to Correlate Seemingly Unrelated Issues Satisfaction Ratings, by Customer
Figure 104:   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 105:   Ability to Make Results Actionable Satisfaction Ratings, by Customer
Figure 106:   Real-Time Capabilities Satisfaction Ratings, by Customer
Figure 107:   Reporting and Dashboards Satisfaction Ratings, by Customer
Figure 108:   Ability to Support Analytics-Enabled Quality Assurance Processes Satisfaction Ratings, by Customer
Figure 109:   Ability to Improve Quality and Agent Coaching Satisfaction Ratings, by Customer
Figure 110:   Ability to Improve Compliance with Regulatory Requirements Satisfaction Ratings, by Customer
Figure 111:   Ability to Detect Fraud Satisfaction Ratings, by Customer
Figure 112:   Ability to Reduce Customer Effort Satisfaction Ratings, by Customer
Figure 113:   Ability to Improve Customer Engagement Satisfaction Ratings, by Customer
Figure 114:   Implementation Satisfaction Ratings, by Customer
Figure 115:   Training/Workshops Satisfaction Ratings, by Customer
Figure 116:   On-going Service and Support Satisfaction Ratings, by Customer
Figure 117:   Professional Services Satisfaction Ratings, by Customer
Figure 118:   Innovation Satisfaction Ratings, by Customer
Figure 119:   Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 120:   Communication Satisfaction Ratings, by Customer
Figure 121:   Pricing Satisfaction Ratings, by Customer
Figure 122:   Overall Vendor Satisfaction Ratings, by Customer
Figure 123:   What were the top 3 - 5 business issues that you want speech analytics to solve?
Figure 124:   What are the top 3 - 5 benefits that were realized from speech analytics?
Figure 125:   What business units are using speech analytics information?
Figure 126:   Please tell us the top 3 - 5 strengths of your speech analytics solution
Figure 127:   What enhancements/additional capabilities would you like to see in your speech analytics solution?
Figure 128:   What is the biggest impact that speech analytics has had on the contact center?
Figure 129:   What is the one thing you wish you knew about the speech analytics solution before you made the purchase?
Figure 130:   What is the top 3-5 ways that text analytics is being used? (if applicable)
Figure 131:   Additional comments about your experience with the vendor and/or product
Figure 132:   Price Ranges – Premise-Based Solution, 2015 vs. 2014 Comparison
Figure 133:   Pricing for a Premise-Based Speech Analytics Solution: 250 Seats
Figure 134:   Pricing for a Premise-Based Text Analytics Solution: 250 Seats
Figure 135:   Pricing for Speech Analytics, Cloud-Based: 250 Seats
Figure 136:   Pricing for Text Analytics, Cloud-Based: 250 Seats
Figure 137:   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.

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