DMG Consulting LLC - 2008 Speech Analytics Market Report Table of Contents

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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.


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