 |
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 The Power of Combining Speech and Text Analytics
4.3 Application Building Blocks
4.4 Speech Engines
5. Market Trends and Challenges
6. Product Innovation
6.1 New Product Features
6.2 Planned Innovation
7. Market Activity and Market Share Analysis
7.1 Validating Market Activity Numbers
7.2 Market Growth Rate
8. Adoption Rate of Speech Analytics
9. Speech Analytics Market Projections
10. Speech Analytics Competitive Landscape
11. Service Delivery Models
11.1 DMG Service Delivery Definitions
11.2 Vendor Service Delivery Options
12. Speech Analytics Uses, Benefits and ROI
12.1 Top Uses for Speech Analytics
12.2 Uses and Benefits for Speech Analytics in the Contact Center
12.3 Uses and Benefits of Speech Analytics Outside of the Contact Center
12.4 Return on Investment
13. The Emergence of Real-Time Solutions for Contact Centers
13.1 Vendor Real-Time Capabilities
14. Voice of the Customer Takes on an Improved Meaning
14.1 Surveying Fatigue Takes its Toll
14.2 Putting VoC to Work
15. Analytics-Enabled QA
15.1 Vendor Approaches to Analytics-Enabled QA
16. Enhancing Contact Center Operations with Speech Analytics
17. Speech Analytics Vendors and Products
17.1 Company Overview
17.2 Vendor Strategy
17.3 Vendor Product Overview
17.4 Vendor Product Analysis
17.5 Packaged Offerings
18. High-Level Technical Summary
19. Detailed Technical Analysis
19.1 Speech Analytics Engines
19.2 Application Accuracy
19.3 Processing Speed
19.4 Speech Recognition Capabilities
19.5 Storage
19.6 Database
19.7 System Security
19.8 System Administration
20. Complementary Technology
20.1 Emotion Detection
20.2 Text Analytics
20.3 Desktop Analytics
21. High-Level Functional Summary
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. Implementation Analysis
23.1 Workshops and Training
23.2 Implementation Best Practices
23.3 End-User Insights
24. Speech Analytics Vendor Satisfaction Analysis
24.1 Summary of Survey Findings and Analysis
24.2 Detailed Survey Findings and Analysis
24.3 Customer Insights
25. Pricing
25.1 2012 Premise-Based Price Ranges
25.2 Vendor Pricing for Premise-Based Solutions
25.3 Vendor Pricing for 2012 Usage-Based Solutions
25.4 Vendor Pricing for Hosted/Cloud-Based Solutions
25.5 Vendor Pricing for Managed Service Solutions
26. Company Reports
26.1 Aspect
26.2 Calabrio
26.3 CallCopy
26.4 CallMiner
26.5 Castel
26.6 Interactive Intelligence
26.7 Nexidia
26.8 NICE Systems
26.9 OnviSource
26.10 UTOPY
26.11 Verint Systems
Appendix: Speech Analytics Vendor Directory
Table of Figures
Figure 1: What is Speech Analytics?
Figure 2: Analytically-Oriented Contact Centers of the Future
Figure 3: Speech Analytics Technology Building Blocks
Figure 4: 2012 - 2013 Speech Analytics Market Trends
Figure 5: 2012 - 2013 Speech Analytics Market Challenges
Figure 6: New Product Features by Category
Figure 7: New Product Features by Vendor
Figure 8: Future Enhancements by Vendor
Figure 9: Contact Center Speech Analytics Seats and Percent Growth
Figure 10: Total Speech Analytics Market Activity by Vendor, as of August 2012
Figure 11: Speech Analytics Market Share Based on Seats, as of August 2012
Figure 12: Speech Analytics Customers and Seats by Vendor, 2010 vs. 2011
Figure 13: Speech Analytics Market Activity by Acquisition Model, as of
August 2012
Figure 14: Number of Speech Analytics Customers by Vendor, 2006 - 2011
Figure 15: Number of Speech Analytics Seats by Vendor, 2006 - 2011
Figure 16: Speech Analytics Market Activity by Vendor, December 2006 -
August 2012
Figure 17: Speech Analytics Contact Center Adoption Rate, 2006 - 2011
Figure 18: Speech Analytics Market Growth Projections, 2012 - 2015
Figure 19: Speech Analytics Demand Model: Actual Seats Implemented,
2006 - 2011 and Four-Year Forecast, 2012 -2015
Figure 20: Speech Analytics Vendors
Figure 21: DMG’s Service Delivery Model Definitions
Figure 22: Service Delivery Options
Figure 23: Top Ten Speech Analytics Uses
Figure 24: Top 10 Speech Analytics Uses for Leading Vendors
Figure 25: Top 10 Speech Analytics Uses for Contending Vendors
Figure 26: Top 10 Non-Contact Center Uses of Speech Analytics for
Leading Vendors
Figure 27: Top-Ten Non-Contact Center Uses of Speech Analytics for
Contending Vendors
Figure 28: Top 10 Ways Customers are Using Speech Analytics Results
Outside of the Contact Center, by Category
Figure 29: Average Payback from Speech Analytics Applications, by Vendor
Figure 30: Real-Time Capabilities and Benefits by Application
Figure 31: Real-Time Speech Analytics Capabilities
Figure 32: Real-Time Speech Analytics Capabilities
Figure 33: The New Voice of the Customer Concept
Figure 34: The Contact Center of the Future
Figure 35: The Analytics-Enabled Quality Assurance Process
Figure 36: Analytics Enabled QA Capabilities
Figure 37: Speech Analytics-Empowered Processes
Figure 38: Company Information
Figure 39: Company Information
Figure 40: Vendor Speech Analytics Go-to-Market Strategy
Figure 41: Products
Figure 42: Product Analysis
Figure 43: Packaged Offerings
Figure 44: High-Level Technical Summary
Figure 45: Speech Analytics Engines
Figure 46: Application Accuracy
Figure 47: Processing Speed
Figure 48: Speech Recognition Capabilities
Figure 49: Storage
Figure 50: Database
Figure 51: System Security
Figure 52: System Administration
Figure 53: Emotion Detection
Figure 54: Text Analytics
Figure 55: Desktop Analytics Defined
Figure 56: High-Level Capabilities
Figure 57: Indexing , Search and Queries
Figure 58: Retrieval and Replay Capabilities
Figure 59: System Tuning
Figure 60: Reporting, Dashboards and Alerts
Figure 61: Reporting, Dashboards and Alerts
Figure 62: Implementation Analysis
Figure 63: Workshops and Training
Figure 64: Implementation Best Practices
Figure 65: What is the single most important piece of advice you would give
someone who was going to implement a speech analytics solution?
Figure 66: Customer Survey Rating Point Scale
Figure 67: Average Vendor Customer Satisfaction Ratings, by Category
Figure 68: Product Satisfaction Ratings, by Category
Figure 69: Product Ease of Configuration/Use/ Maintenance Satisfaction Ratings,
by Customer
Figure 70: Ease of Integration with Third-Party Applications Satisfaction Ratings,
by Customer
Figure 71: Ease of Creating Searches and Queries Satisfaction Ratings,
by Customer
Figure 72: System Flexibility Satisfaction Ratings, by Customer
Figure 73: Product Feature Set Satisfaction Ratings, by Customer
Figure 74: Ability to Conduct Discovery Satisfaction Ratings, by Customer
Figure 75: Ability to Surface New Issues Users Would Not Have Known to Look
for Satisfaction Ratings, by Customer
Figure 76: Ability to Correlate Seemingly Unrelated Issues Satisfaction Ratings,
by Customer
Figure 77: Accuracy and Business Relevance of Results Satisfaction Ratings,
by Customer
Figure 78: Ability to Conduct Root Cause Analysis Satisfaction Ratings, by Customer
Figure 79: Ability to Identify Findings That Can Be Applied to Effect Change
Satisfaction Ratings, by Customer
Figure 80: Real-Time Capabilities Satisfaction Ratings, by Customer
Figure 81: Reporting Satisfaction Ratings, by Customer
Figure 82: Dashboard Satisfaction Ratings, by Customer
Figure 83: Implementation Satisfaction Ratings, by Customer
Figure 84: Training Satisfaction Ratings, by Customer
Figure 85: Speech Analytics Workshop(s) Satisfaction Ratings, by Customer
Figure 86: Ongoing Service and Maintenance Satisfaction Ratings, by Customer
Figure 87: Professional Services Satisfaction Ratings, by Customer
Figure 88: Innovation Ratings, by Customer
Figure 89: Responsiveness to Product Enhancement Requests Ratings, by Customer
Figure 90: Product Pricing Satisfaction Ratings, by Customer
Figure 91: Overall Satisfaction Ratings, by Customer
Figure 92: What were the top 3 to 5 primary drivers in your decision to purchase a
speech analytics solution?
Figure 93: What are the top 3 to 5 benefits that you derive from using
speech analytics?
Figure 94: What are the top 3 to 5 ways that you are using speech analytics?
Figure 95: What business units in your company are using information identified
by your speech analytics application?
Figure 96: What does your vendor do well?
Figure 97: Customer Verbatims: What can your vendor do better?
Figure 98: Customer Verbatims: What product enhancements would you like
to see?
Figure 99: Customer Verbatims: What is the most significant “discovery” you have
made from using speech analytics?
Figure 100: Customer Verbatims: What is the single most important piece of advice
you would give to someone who was going to implement a speech
analytics solution?
Figure 101: Customer Verbatims: Please provide any additional comments about
your experience with the vendor and/or product.
Figure 102: 2011 Speech Analytics Price Ranges - Licensed Model
Figure 103: Speech Analytics Price Ranges by Cost Category - Licensed Model
Figure 104: Speech Analytics Price Ranges - 250-Seat Licensed Model,
2009 - 2012 Comparison
Figure 105: Speech Analytics Costs - Licensed Model, 500-Seat Implementation
Figure 106: Speech Analytics Costs - Licensed Model, 250-Seat Implementation
Figure 107: Speech Analytics Costs - Licensed Model, 50-Seat SMB Implementation
Figure 108: Speech Analytics Costs - Licensed Model (Usage-Based Pricing)
Figure 109: Speech Analytics Costs - Hosted/Cloud-Based (for a 250-seat
contact center)
Figure 110: Speech Analytics Costs - Managed Service (for a 250-seat
contact center)
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 2012-2013 Speech Analytics Market Report, contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com. You may also purchase the Report online.
|
|
