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With just 25 traceable speech analytics implementations in 2004, experts and pundits were skeptical about the viability of this emerging application. Seven years later, it is clear that the speech analytics market is flourishing. DMG Consulting’s sixth annual Speech Analytics Product and Market Report takes an in-depth look at these valuable solutions, which are seeing increasingly rapid adoption. Business and IT leaders inside and outside the contact center are utilizing real-time intelligence from speech analytics solutions to re-define and enhance their service, sales and collections strategies to increase revenue and achieve a competitive advantage.
Fact-Based Report with Market Analysis, Product Comparisons, Pricing, ROI, Best Practices, Customer Satisfaction Ratings, and More
The most comprehensive, fact-based and timely analysis of this technology sector, DMG Consulting LLC’s 2010 -2011 Speech Analytics Product and Market Report explores the 22-vendor competitive landscape, which includes stand-alone speech analytics vendors; workforce optimization (WFO) vendors with speech analytics modules in their suites; contact center infrastructure companies that partner to offer speech analytics; consultancies; emotion detection providers; and other vendors that use speech analytics to enable their applications.
The 2011- 2012 edition of the Speech Analytics Product and Market Report provides deep analysis and insights into leading and emerging solutions. It frames the market, discusses trends and challenges, explains these solutions’ value proposition, benefits and uses, and helps users identify appropriate vendors and acquisition models to meet their current and future speech analytics needs.
This Report gives end-user organizations the information about vendors, products, functionality, technology, competitive landscape, benefits, return on investment (ROI), and pricing that they need to select the right solution for their operating environment. It also provides best practices to help end users succeed with their implementations. Key elements of this Report are:
- Definition of speech analytics, how it works, the associated building blocks and the underlying processing engines
- Overview of the state of the speech analytics market as these solutions transform from being perceived as high-risk investments to applications that are viable and highly beneficial for mainstream users
- Analysis of market trends and challenges faced by enterprises and speech analytics vendors
- Market share analysis, growth rates, contact center adoption rate, and four-year market projections for 2011 - 2014
- Company reports for 13 current and emerging speech analytics providers, with detailed functional and technical comparisons of the 7 leading solutions, including products, packages, and offerings for small and mid-sized businesses (SMBs)
- Detailed review of the competitive landscape: speech analytics uses, contributions, ROI, emerging product innovation and future direction
- Best practices for successful speech analytics implementations, including how to make speech analytics actionable in order to realize quantifiable benefits
- Examination of how speech analytics is being used to drive enhancements in processes, workflows and applications outside of the contact center
- Analysis and review of emerging real-time speech analytics solutions and their ability to provide rapid insights and on-the-spot agent guidance
- Vendor satisfaction survey of the 7 leading speech analytics vendors
- Pricing for licensed, hosted and managed service offerings
- Speech Analytics Vendor Directory
Custom Consulting
Benefit from our extensive market expertise and experience in assisting hundreds of end-user organizations make the most of their speech analytics investments and initiatives.
Speech Analytics Effectiveness Workshop – This 2-day hands-on interactive workshop combines on-site training, brainstorming sessions, interviews, practice exercises, and group call reviews to help organizations obtain a better return on their speech analytics investment. The on-site portion is complemented by pre- and post-session conference calls for preparation and follow–up to ensure that organizations are deriving the greatest possible value from their speech analytics applications on an ongoing basis. Program deliverables include detailed critiques of the organization’s reporting package and planned actions, with feedback and recommendations to help the customer better apply the findings. Learn More
Learn More
To learn more about DMG Consulting’s 2011-2012 Speech Analytics Product and Market Report and how our complementary consulting services can help you reduce operating expenses and drive revenue while improving the customer experience, contact Deborah Navarra at 516.628.1098 or deborah.navarra@dmgconsult.com.
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