Email 

Report Table of Contents
1.      Executive Summary  
2.      Introduction  
3.      What is Speech Analytics?
         3.1    How Speech Analytics Works
         3.2    The Purpose of Speech Analytics
         3.3    Speech Analytics vs. Interaction Analytics
         3.4    Speech Analytics Technology
                  3.4.1  Building Blocks   
                  3.4.2  LVCSR vs. Phonetics
                  3.4.3  System and Business Accuracy 
                  3.4.4  The Ideal Speech Analytics Solution 
4.      Building a Business Case for Speech Analytics
         4.1    Increasing Contributions of Contact Centers to Enterprises   
         4.2    Uses of Speech Analytics
         4.3    Using Speech Analytics to Improve Performance of Other Operating Systems  
         4.4    Benefits of Speech Analytics
         4.5    ROI for Speech Analytics Implementations
         4.6    Getting Started with Speech Analytics
5.      Speech Analytics Vendors and Products 
         5.1    Company Snapshots
         5.2    Vendor Strategies
         5.3    Speech Analytics Products 
6.      Service Delivery Models   
         6.1    Service Delivery Model Definitions   
         6.2    Service Delivery Choices for Speech Analytics
         6.3    What’s Included in Managed Service  
7.      Market Trends and Challenges
8.      Emotion Detection: What’s Real and What’s Not
         8.1    Emotion Detection Vendors  
         8.2    Emotion Detection Products and Modules  
         8.3    Emotion Detection Capabilities  
         8.4    Service Delivery Models   
         8.5    Emotion Detection Engines  
         8.6    Application Accuracy
         8.7    Implementation Analysis 
         8.8    Emotion Detection Pricing  
9.      Speech Analytics Competitive Landscape
         9.1    Market Maturity 
         9.2    Vendors in the Market
                  9.2.1  Solution Providers
                  9.2.2  Partner Solutions
                  9.2.3  Stand-Alone Engine Providers
                  9.2.4  Others   
                  9.2.5  Emerging Vendors  
                  9.2.6  Emotion Detection
         9.3    Real-Time Solutions
         9.4    Packaged Applications  
         9.5    The Role of Consulting Services for Speech Analytics
         9.6    Mergers and Acquisitions  
10.    Speech Analytics Market Activity and Market Share Analysis 
         10.1   Validating Market Activity Numbers  
         10.2   Implementation Analysis 
11.    Adoption Rate of Contact Center Speech Analytics
12.    Speech Analytics Market Projections   
13.    Implementation Best Practices
         13.1    Challenges with Implementations
         13.2    Vendor Implementation Best Practices
14.    Vendor Satisfaction Survey
15.    Pricing  
         15.1    Vendor Pricing for Licensed Applications  
         15.2    Vendor Pricing for Hosted Solutions
         15.3    Vendor Pricing Managed Service Model
16.     Detailed Functional and Technical Analysis 
         16.1    Speech Analytics High-Level Functional Analysis 
         16.2    Speech Analytics Uses
         16.3    Speech Analytics Engines  
         16.4    Application Accuracy
         16.5    Processing Speed
         16.6    Speech Recognition Capabilities  
         16.7    Text Analytics/Categorization
         16.8    High-Level Technical Summary  
         16.9    Indexing, Search and Query
         16.10  Real-Time Capabilities  
         16.11  Retrieval and Replay
         16.12  Storage  
         16.13  Database 
         16.14  System Usability
         16.15  System Security 
         16.16  System Tuning   
         16.17  Reporting, Dashboards and Alerts
         16.18  Workshops and Training 
17.     Company Reports  
         17.1    Aurix Limited  
         17.2    Autonomy etalk
         17.3    BBN Technologies  
         17.4    Calabrio, Inc.
         17.5    CallMiner
         17.6    Cisco
         17.7    eLoyalty 
         17.8    Interactive Intelligence  
         17.9    KnoahSoft
         17.10  Nexidia  
         17.11  NICE Systems  
         17.12  Nuance   
         17.13  SER Solutions, Inc.
         17.14  UTOPY
         17.15  Verint Systems  
         17.16  VPI    
18.    Appendix: Speech Analytics Vendor Directory

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 2008 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
11/13/2008 - Quality Management/Recording (WFO) Market Grew BY 18.3% In First Half Of 2008 
10/30/2008 - Empirix Ensuring Successful Disaster Recovery for Contact Centers (TMCnet.com)  

Whitepapers, Executive Briefings, and Benchmark Reports
9/9/2008 - 2008 Contact Center Executive and Management Briefing
9/9/2008 - Business as Usual? A Benchmarking Study of Disaster Recovery and Business Continuity for Contact Centers

Featured Publications
11/12/2008 - Techniques for Decreasing Agent Attrition (SupportIndustry.com) 
10/15/2008 - Customer Retention is a Priority for Mobile Phone Providers (G-CEM)
9/21/2008 - Customer Experience Management - Moving from Strategy to Practice (GCCRM)
8/26/2008 - Understanding workforce optimization (WFO) in the call center (SearchCRM.com)

DMG Job Opportunity

Analyst/Consultant

Self-Service Honor Roll

Nomination Form
Copyright 2008 DMG Consulting LLC Home  |   Contact  |   Site Map