Email 

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    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.


DMG in the News
5/8/2013 - DMG Consulting Releases 2013 – 2014 Contact Center Workforce Management Market Report 
3/15/2013 - DMG Consulting Releases 2012 - 2013 Workforce Optimization Product and Market Report

Whitepapers, Executive Briefings, and Benchmark Reports
5/13/2013 - Improve Contact Center Performance with Real-Time Metrics 
3/13/2013 - Workforce Management Doesn’t Have to be So Hard
3/1/2013 - Building the Business Case for a Cloud-Based Contact Center Solution

Featured Publications
5/6/2013 - Multi-Channel: A Must for Today’s Contact Center (ConnectFirst) 
4/10/2013 - Transforming Your Contact Center Into an Essential Corporate Contributor (SupportIndustry.com)
3/1/2013 - Changing the Face of Workforce Optimization (destinationCRM.com)

Self-Service Honor Roll

Nomination Form
Copyright 2013 DMG Consulting LLC Home  |   Contact  |   Site Map