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1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. What is Speech Analytics?
4.1 How it Works
4.2 Application Building Blocks
5. Market Trends and Challenges
5.1 Trends
5.2 Market Challenges
6. Product Innovation
6.1 New Features
6.2 Planned Innovation
7. Market Activity and Market Share Analysis
7.1 Validating Market Activity Numbers
7.2 Market Growth Rate
7.3 Market Share Analysis
8. Adoption Rate of Speech Analytics
9. Speech Analytics Market Projections
10. Speech Analytics Competitive Landscape
10.1 Stand-Alone Vendors
10.2 Workforce Optimization Suite Providers
10.3 Partners
10.4 Contact Center Infrastructure Providers
10.5 Speech Engine Providers
10.6 Service Providers
10.7 Other Speech Analytics Vendors
11. Service Delivery Models
11.1 Service Delivery Model Definitions
11.2 Service Delivery Options for Speech Analytics
12. Speech Analytics Uses, Benefits and ROI
12.1 Contact Center Uses and Benefits
12.2 Enterprise Uses and Benefits
12.3 Practical Uses of Speech Analytics
12.4 ROI
13. Putting Speech Analytics Results to Work
13.1 Discovery
13.2 Retrieval and Replay
13.3 Reports, Dashboards and Alerts
14. Realizing the Greatest Results from Your Speech Analytics Solution
14.1 Making Speech Analytics Results Actionable
15. Using Speech Analytics to Improve Other Processes
15.1 Voice of the Customer Initiatives
15.2 Analytics-Enabled QA and Coaching
16. Real-Time Capabilities
16.1 Real-Time Intelligence and Guidance Tools
17. Speech Analytics Vendors and Products
17.1 Vendor Strategies
17.2 Vendor Product Overview
17.3 Vendor Product Offerings
17.4 Packaged Offerings
17.5 Small and Mid-Sized Business Offerings
18. High-Level Capabilities
19. Speech Analytics Technology
19.1 High-Level Technical Summary
19.2 Detailed Technical Analysis
19.2.1 Speech Analytics Engines
19.2.2 Application Accuracy
19.2.3 Processing Speed
19.2.4 Speech Recognition Capabilities
19.2.5 Storage
19.2.6 Database
19.2.7 System Security
19.2.8 System Administration
19.3 Detailed Functional Analysis
19.3.1 Application Accuracy and Business Relevancy
19.3.2 System Tuning
19.3.3 Indexing Search and Queries
19.4 Complementary Technology
19.4.1 Emotion Detection
19.4.2 Text Analytics
20. Implementation Analysis
20.1 Workshops and Training
21. Speech Analytics Vendor Satisfaction Analysis
21.1 Summary-Level Survey Findings and Analysis
21.2 Detailed Survey Findings and Analysis
21.3 Customer Insights
22. Pricing
22.1 Usage-Based Pricing
22.2 Vendor Pricing for Hosted/SaaS/Cloud-Based Solutions
22.3 Vendor Pricing for Managed Service Solutions
23. Company Reports
23.1 Aurix Limited
23.2 Calabrio
23.3 CallCopy
23.4 CallMiner
23.5 GemaTech
23.6 Interactive Intelligence
23.7 KnoahSoft
23.8 Mattersight Corporation
23.9 Nexidia
23.10 NICE Systems
23.11 OnviSource
23.12 UTOPY
23.13 Verint Systems
Appendix: Speech Analytics Vendor Directory
Table of Figures
Figure 1: The Speech Analytics Process
Figure 2: Speech Analytics Technology Building Blocks
Figure 3: Speech Analytics Market Trends
Figure 4: Speech Analytics Vendor Trends
Figure 5: Speech Analytics Market Challenges
Figure 6: New Product Features
Figure 7: Planned Innovation by Category
Figure 8: Planned Innovation by Vendor
Figure 9: Contact Center Speech Analytics Implementations and Percent Growth,
2004 to 2010
Figure 10: Contact Center Speech Analytics Market Activity by Vendor,
as of July 2011
Figure 11: Total Number of Speech Analytics Seats, 2009 vs. 2010 Comparison
Figure 12: 2010 Speech Analytics Market Share by Number of Implementations,
as of July 2011
Figure 13: 2010 Speech Analytics Market Share by Number of Implementations
Figure 14: Speech Analytics Market Share by Number of Seats, as of July 2011
Figure 15: 2010 Speech Analytics Market Share by Number of Seats
Figure 16: Speech Analytics Market Activity by Vendor, December 2006 -
July 2010
Figure 17: Number of Customers by Vendor, 2006 - 2010
Figure 18: Speech Analytics Contact Center Adoption Rate, 2006- 2010
Figure 19: Speech Analytics Market Projections by Seats, 2011- 2014
Figure 20: Updated Speech Analytics Demand Model: Actual Seats Implemented,
2006 - 2010 and Four-Year Forecast, 2011- 2014
Figure 21: Speech Analytics Vendors
Figure 22: Service Delivery Models
Figure 23: Speech Analytics Service Delivery Model
Figure 24: Speech Analytics Contact Center Uses
Figure 25: Enterprise Uses of Speech Analytics
Figure 26: Practical Uses of Speech Analytics
Figure 27: Average Payback from Speech Analytics Applications, by Vendor
Figure 28: Discovery
Figure 29: Retrieval and Replay Capabilities
Figure 30: Reporting, Dashboards and Alerts
Figure 31: Making Results Actionable
Figure 32: The Precision Monitoring Process
Figure 33: Real-Time Capabilities
Figure 34: Enablers of Real-Time Intelligence
Figure 35: Company Information
Figure 36: Vendor Strategies
Figure 37: Product Analysis
Figure 38: Products and Modules
Figure 40: SMB Offerings
Figure 41: High-Level Capabilities
Figure 42: High-Level Technical Summary
Figure 43: Speech Analytics Engines
Figure 44: Application Accuracy
Figure 45: Processing Speed
Figure 46: Speech Recognition Capabilities
Figure 47: Storage
Figure 48: Database
Figure 49: System Security
Figure 50: System Administration
Figure 51: Business Relevancy Of Speech Analytics Findings
Figure 52: System Tuning
Figure 53: Indexing, Search and Queries
Figure 54: Emotion Detection
Figure 55: Text Analytics
Figure 56: Implementation Analysis
Figure 57: Workshops and Training
Figure 58: Customer Survey Rating Point Scale
Figure 59: Average Satisfaction Ratings, by Category
Figure 60: Product Satisfaction Ratings, by Category
Figure 61: Product Ease of Configuration/Use/ Maintenance Satisfaction Ratings,
by Customer
Figure 62: Ease of Integration with Third-Party Applications Satisfaction Ratings,
by Customer
Figure 63: Ease of Creating Searches and Queries Satisfaction Ratings,
by Customer
Figure 64: System Flexibility Satisfaction Ratings, by Customer
Figure 65: Product Feature Set Satisfaction Ratings, by Customer
Figure 66: Ability to Conduct Discovery/Surface Issues Previously Unknown
Satisfaction Ratings, by Customer
Figure 67: Accuracy and Business Relevance of Results Satisfaction Ratings,
by Customer
Figure 68: Ability to Conduct Root Cause Analysis Satisfaction Ratings,
by Customer
Figure 69: Ability to Identify Findings That Can be Applied to Effect
Change Satisfaction Ratings, by Customer
Figure 70: Reporting Satisfaction Ratings, by Customer
Figure 71: Implementation Satisfaction Ratings, by Customer
Figure 72: Training Satisfaction Ratings, by Customer
Figure 73: Workshop Satisfaction Ratings, by Customer
Figure 74: Service and Maintenance Satisfaction Ratings, by Customer
Figure 75: Professional Services Satisfaction Ratings, by Customer
Figure 76: Innovation and Responsiveness to Product Enhancement Requests
Ratings, by Customer
Figure 77: Product Pricing Satisfaction Ratings, by Customer
Figure 78: Overall Satisfaction Ratings, by Customer
Figure 79: What were the top 3 to 5 primary drivers in your decision to purchase a
speech analytics solution?
Figure 80: What are the top 3 to 5 benefits that you derive from using speech
analytics?
Figure 81: What are the top 3 to 5 ways that you are using speech analytics?
Figure 82: What business units in your company are using information identified by
your speech analytics application?
Figure 83: What does your vendor excel at?
Figure 84: Customer Verbatims: What can your vendor do better?
Figure 85: Customer Verbatims: What product enhancements would you like to see?
Figure 86: Customer Verbatims: What is the most significant “discovery” you have
made from using speech analytics?
Figure 87: Customer Verbatims: Please provide any additional comments about your
experience with the vendor and/or product.
Figure 88: 2011 Speech Analytics Price Ranges - Licensed Model
Figure 89: Speech Analytics Price Ranges by Cost Category - Licensed Model
Figure 90: Speech Analytics Price Ranges -Licensed Model, 2009 - 2011
Comparison
Figure 91: Speech Analytics Costs -Licensed Model (500-Seat Implementation)
Figure 92: Speech Analytics Costs -Licensed Model (250-Seat Implementation)
Figure 93: Speech Analytics Costs -Licensed Model - SMB (50-Seat
Implementation)
Figure 94: Speech Analytics Costs - Licensed Model (Usage-Based Pricing)
Figure 95: Speech Analytics Costs -Hosted/SaaS/Cloud-Based (for a 250-seat
contact center)
Figure 96: Speech Analytics Costs - Managed Care Model (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 2011-2012 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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