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DMG Consulting Releases 2009-2010 Speech Analytics Market Report

DMG Consulting Releases 2009-2010 Speech Analytics Market Report

DMG Consulting Releases 2009-2010 Speech Analytics Market Report



WEST ORANGE, NJ — November 18, 2009 —DMG Consulting LLC, a leading provider of contact center and real-time analytics market research and consulting services, today published the 2009-2010 Speech Analytics Market Report.

The 2009-2010 Speech Analytics Market Report takes a critical and in-depth look at this dynamic and fast-growing sector. The Report focuses on the market, vendors, technology, products, capabilities, trends, competitive landscape, benefits and ROI, market share and pricing. This year’s Report features nine customer case studies with quantified benefits, a detailed pricing analysis for licensed, hosted and managed services offerings and DMG’s customer satisfaction study. It also addresses the political issue of which department should “own” speech analytics and whether or not these solutions are taking the place of quality assurance systems. This Report delivers best practices and helps companies’ initiatives succeed with suggestions for avoiding common implementation pitfalls.

Speech analytics has been one of the fastest growing contact center technology sectors since its introduction in 2004. DMG’s research shows that the market grew from 25 commercial speech analytics implementations in 2004 to 1,764 at the end of 2008, yielding a five-year compounded annual growth rate of 190 percent. Speech analytics continues to grow at a rapid rate, despite the global recession, due to its ability to help enterprises provide an outstanding customer experience, cut costs, retain customers and minimize risk. DMG Consulting predicts that this market will continue to grow year-over–year—45 percent in 2009, 40 percent in 2010, 42 percent in 2011, 32 percent in 2012, and 25 percent in 2013.

“Speech/interaction analytics continues to come on strong, despite the worldwide economic recession,” said Donna Fluss, president of DMG Consulting. “Speech/interaction analytics’ ability to convert unstructured customer conversations and communications into actionable structured insights make these applications extremely beneficial for organizations of all sizes. DMG predicts that at least 25 to 30 percent of all contact center seats will have speech analytics within the next five to seven years.”

The 2009-2010 Speech Analytics Market Report provides in-depth coverage of the seven leading speech analytics vendors—Autonomy etalk, CallMiner, Nexidia, NICE, OnviSource, UTOPY and Verint. The also Report analyzes the four emerging solutions from Aurix, BBN, CallCopy and Envision, and provides a high-level assessment of the speech analytics capabilities from Aspect, Calabrio, Cisco, eLoyalty, Interactive Intelligence, KnoahSoft, Noble, Nuance, VPI and SER.

To learn more about the 2009-2010 Speech Analytics Market Report or to order a copy, go to, or contact Deborah Navarra at 516.628.1098 or

About DMG Consulting LLC

DMG Consulting LLC is an independent research, advisory and consulting firm that provides strategic and tactical advice to contact center managers, vendors and the financial community about the contact center and analytics markets. Our mission is to help clients build world-class contact centers by leveraging technology, processes and people. We provide insight and guidance to assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

DMG Consulting analyzes all aspects of the contact center market and publishes research on Quality Management/Liability Recording (WFO), Speech Analytics, Performance Management, Surveying/Feedback, Workforce Management, Contact Center Outsourcing, Hosted Contact Center Infrastructure and Interactive Voice Response Systems. DMG’s consulting experience spans more than 2,000 end-user organizations and vendors. Our hands-on operational, technology and financial expertise gives us deep insight into what customers need and want from enterprises and vendors. For more information, visit