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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     Post-Call vs. Real-Time Speech Analytics
          4.3     Application Building Blocks
          4.4     Speech Engines
          4.5     High-Level Technical Analysis
5.       Speech Analytics Service Delivery Models
          5.1     DMG Service Delivery Definitions
          5.2     Vendor Service Delivery Options
6.       Speech Analytics Trends and Challenges
7.       Product Innovation
          7.1     New Product Features
          7.2     Planned Innovation
8.       What is Real-Time Speech Analytics?
          8.1     Vendor Real-Time Speech Analytics Capabilities
9.       Top 10 Uses for Real-Time Speech Analytics
          9.1     Benefits of Real-Time Speech Analytics
          9.2     Getting Started with Real-Time Speech Analytics
          9.3     Real-Time Speech Analytics Best Practices
10.     Analytics-Enabled Quality Assurance
          10.1   Using Speech Analytics for Quality Assurance
          10.2   Vendor Capabilities to Support a Speech- Analytics-Enabled QA Process
11.     Making Speech Analytics Results Actionable
12.     Best Practices for Avoiding Speech Analytics Pitfalls
          12.1   Top Reasons Why Speech Analytics Implementations Fail
          12.2   Speech Analytics is Not Delivering the Promised Payback
          12.3   No One is Paying Attention to the Findings
          12.4   Speech Analytics is Too Hard to Use
          12.5   Speech Analytics Delivers Too Many False Findings
13.     Using Analytics to Evaluate the Customer Journey
          13.1   Contact Center Analytics Solutions and Benefits
14.     Market Activity and Market Share Analysis
          14.1   Validating Market Activity Numbers
          14.2   Market Growth Rate
          14.3   Market Activity
15.     Adoption Rate of Speech Analytics
16.     Speech Analytics Market Projections
17.     Speech Analytics Competitive Landscape
18.     Speech Analytics Uses, Benefits and ROI
          18.1   Contact Center Uses
          18.2   Non-Contact-Center Uses
          18.3   Benefits
          18.4   Return on Investment
19.     Speech Analytics Vendors and Products
          19.1   High-Level Company Overview
          19.2   Vendor Product Overview
          19.3   Product Analysis
          19.4   High-Level Capabilities
          19.5   Packaged Offerings
20.     Detailed Technical Analysis
          20.1   Speech Analytics Engines
          20.2   Application Accuracy
          20.3   Processing Speed
          20.4   Speech Recognition Capabilities
          20.5   Storage
          20.6   Database
          20.7   System Security
          20.8   System Administration
21.     Detailed Functional Analysis
          21.1   Indexing, Search and Queries
          21.2   Retrieval and Replay
          21.3   System Tuning
          21.4   Text Analytics
          21.5   Emotion Detection
          21.6   Reporting, Dashboards and Alerts
22.     Implementation Analysis
          22.1   Implementation Process
          22.2   Implementation Best Practices
          22.3   Advice and Practical Tips from Speech Analytics Adopters
          22.4   Maintenance and Support
          22.5   Workshops and Training
          22.6   Professional Services
23.     Speech Analytics Vendor Satisfaction Analysis
          23.1   Summary of Survey Findings and Analysis
          23.2   Detailed Survey Findings and Analysis
24.     Pricing
          24.1   2013 Premise-Based Price Ranges
          24.2   Pricing for Premise-Based Solutions
          24.3   Pricing for Cloud-Based Solutions
          24.4   Pricing for a Managed Service Solution
25.     Company Reports
          25.1   Avaya
          25.2   Calabrio
          25.3   CallMiner
          25.4   Castel Communications
          25.5   Genesys
          25.6   Interactive Intelligence
          25.7   NICE Systems
          25.8   Uptivity
          25.9   Verint Systems
Appendix: Speech Analytics Vendor Directory

Table of Figures
Figure 1:       What is Speech Analytics?
Figure 2:       Top Uses for Speech Analytics
Figure 3:       Historical vs. Real-Time Speech Analytics Use Cases
Figure 4:       Speech Analytics Technology Building Blocks
Figure 5:       The Ideal Speech Analytics Platform
Figure 6:       High-Level Technical Summary
Figure 7:       The Analytically-Driven Contact Center
Figure 8:       DMG's Service Delivery Model Definitions
Figure 9:       Vendor Service Delivery Options
Figure 10:     Speech Analytics Market Trends
Figure 11:     Speech Analytics Market Challenges
Figure 12:     New Product Features
Figure 13:     Future Enhancements
Figure 14:     Real-Time Speech Analytics
Figure 15:     Outputs from Real-Time Speech Analytics
Figure 16:     Real-Time Speech Analytics Capabilities
Figure 17:     Top Uses of Real-Time Speech Analytics
Figure 18:     Top 10 Uses for Real-Time Speech Analytics
Figure 19:     Top Enterprise Service Goals for 2014
Figure 20:     Benefits of Real-Time Speech Analytics
Figure 21:     Top 10 Benefits of Real-Time Speech Analytics
Figure 22:     Getting Started with Real-Time Speech Analytics
Figure 23:     Real-Time Speech Analytics Best Practices
Figure 24:     Steps for Transforming to a Speech-Enabled QA Process
Figure 25:     Speech-Enabled Quality Assurance
Figure 26:     Making Speech Analytics Results Actionable
Figure 27:     Top 4 Reasons Why Speech Analytics Implementations Fail
Figure 28:     It's Tough to Realize the Payback from Speech Analytics
Figure 29:     The Customer Journey
Figure 30:     Contact Center Analytical Applications and Benefits
Figure 31:     Contact Center Speech Analytics Seat and Percent Growth
Figure 32:     Speech Analytics Activity, as of July 31, 2013
Figure 33:     Speech Analytics Market Share Based on Agents, as of July 2013
Figure 34:     Speech Analytics Customers and Seats by Vendor, 2011 vs. 2012
Figure 35:     Speech Analytics Customer Trends by Vendor, 2006 - 2013
Figure 36:     Speech Analytics Market Activity by Number of Customers, 2006 - 2012
Figure 37:     Speech Analytics Seat Trends by Vendor, 2006 - 2013
Figure 38:     Speech Analytics Market Activity by Number of Seats, 2006 - 2012
Figure 39:     Speech Analytics Contact Center Adoption Rate, 2006 - 2012
Figure 40:     Speech Analytics Revenue Growth Rate, 2013 - 2016
Figure 41:     Speech Analytics Demand Model: Actual Seats Implemented,
                     2006 - 2014 and Four-Year Forecast, 2013 - 2016
Figure 42:     Top 10 Contact Center Uses for Speech Analytics
Figure 43:     Top 10 Non- Contact Center Uses for Speech Analytics
Figure 44:     Speech Analytics Benefits for Building a Business Case
Figure 45:     ROI for Speech Analytics Solutions
Figure 46:     Company Information
Figure 47:     Product Information
Figure 48:     Product Analysis
Figure 49:     High-Level Capabilities
Figure 50:     Packaged Offerings
Figure 51:     Speech Analytics Engines
Figure 52:     Application Accuracy
Figure 53:     Processing Speed
Figure 54:     Speech Recognition Capabilities
Figure 55:     Storage
Figure 56:     Database
Figure 57:     Security
Figure 58:     Administration
Figure 59:     Indexing, Search and Queries
Figure 60:     Retrieval and Replay Capabilities
Figure 61:     System Tuning
Figure 62:     Text Analytics
Figure 63:     Emotion Detection
Figure 64:     Reporting, Dashboards and Alerts
Figure 65:     Implementation Analysis
Figure 66:     Implementation Best Practices
Figure 67:     What is the single most important piece of advice you would give to
                     someone who was going to implement a speech analytics solution?
Figure 68:     Maintenance and Support
Figure 69:     Workshops and Training
Figure 70:     Professional Services
Figure 71:     Customer Survey Rating Point Scale
Figure 72:     Average Vendor Customer Satisfaction Ratings, by Category
Figure 73:     Product Satisfaction Ratings, by Category
Figure 74:     Ease of Configuration/Use/Maintenance Satisfaction Ratings,
                     by Customer
Figure 75:     Ease of Integration with Third-Party Applications Satisfaction Ratings,
                     by Customer
Figure 76:     Ease of Creating Searches and Queries Satisfaction Ratings,
                     by Customer
Figure 77:     System Flexibility Satisfaction Ratings, by Customer
Figure 78:     Call Analysis Capabilities Satisfaction Ratings,
                     by Customer
Figure 79:     Emotion Detection/Sentiment Analysis Satisfaction Ratings,
                     by Customer
Figure 80:     Ability to Conduct Root Cause Analysis Satisfaction Ratings,
                     by Customer
Figure 81:     Ability to Conduct Discovery Satisfaction Ratings, by Customer
Figure 82:     Ability to Surface Previously Unknown Issues Satisfaction Ratings,
                     by Customer
Figure 83:     Ability to Correlate Seemingly Unrelated Issues Satisfaction Ratings,
                     by Customer
Figure 84:     Ability to Drive Productivity Improvements Satisfaction Ratings,
                     by Customer
Figure 85:     Ability to Drive Quality Improvements Satisfaction Ratings,                      by Customer
Figure 86:     Ability to Drive Business Process Improvements Satisfaction Ratings,
                     by Customer
Figure 87:     Ability to Monitor and Track Improved Adherence to Compliance
                     Requirements Satisfaction Ratings, by Customer
Figure 88:     Ability to Improve Customer Satisfaction Ratings, by Customer
Figure 89:     Ability to Improve Operational Effectiveness Satisfaction Ratings,
                     by Customer
Figure 90:     Accuracy and Business Relevancy of Results Satisfaction Ratings,
                     by Customer
Figure 91:     Real-Time Capabilities Satisfaction Ratings, by Customer
Figure 92:     Reporting and Dashboards Satisfaction Ratings, by Customer
Figure 93:     Implementation Satisfaction Ratings, by Customer
Figure 94:     Training Satisfaction Ratings, by Customer
Figure 95:     Speech Analytics Workshops Satisfaction Ratings, by Customer
Figure 96:     Ongoing Service and Maintenance Satisfaction Ratings, by Customer
Figure 97:     Professional Services Satisfaction Ratings, by Customer
Figure 98:     Innovation Satisfaction Ratings, by Customer
Figure 99:     Responsiveness to Product Enhancement Requests Satisfaction Ratings,
                     by Customer
Figure 100:   Communication Satisfaction Ratings, by Customer
Figure 101:   Pricing Satisfaction Ratings, by Customer
Figure 102:   Overall Vendor Satisfaction Ratings, by Customer
Figure 103:   What were the top 3 to 5 primary drivers in your decision to purchase a
                     speech analytics solution?
Figure 104:   What were the top 3 to 5 benefits that you derive from your speech
                     analytics solution?
Figure 105:   What business units in your company are using information identified by
                     your speech analytics application?
Figure 106:   What does your vendor do well?
Figure 107:   What can your vendor do better?
Figure 108:   What product enhancements would you like to see?
Figure 109:   What is the most significant "discovery" you have made from using
                     speech analytics?
Figure 110:   Customer Verbatims: Please provide any additional comments about your
                     experience with the vendor and/or product.
Figure 111:   Premise-Based Speech Analytics Price Ranges -
                     250-Seat Implementation
Figure 112:   Speech Analytics Price Ranges by Cost Category, 250-Seat Premise-
                     Based Implementation
Figure 113:   Speech Analytics Costs - Licensed Model: 250 Seats
Figure 114:   Speech Analytics Costs - Cloud-Based/Hosted (for a 250-seat
                     contact center)
Figure 115:   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 2013-2014 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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