DMG Consulting Releases 2012-2013 Speech Analytics Product and Market Report

2/7/2013

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services

What: Releases 2012-2013 Speech Analytics Product and Market Report

When: Today, 7 February 2013

Where: Available at the DMG Consulting online store:

Background:

DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2012-2013 Speech Analytics Product and Market Report. DMG’s seventh annual report on this sector delivers analysis and insights into leading and emerging solutions, trends and challenges, market share and best practices. The 360-page Report is designed to give end-user organizations the comprehensive information they need about vendors, products, functionality, technology, competitive landscape, benefits, return on investment (ROI) and pricing to select the right solution for their operating environment and to succeed with their implementation.

Having seen increasing adoption and product innovation over the last several years, speech analytics applications are now recognized as game changers for companies that are willing to invest the time to use them properly. This market is still relatively new but maturing rapidly. Actual seats increased from 176,825 in 2006 to 1,940,121 as of August 2012, a compounded annual growth rate (CAGR) of 54.6%. While seat expansion rates have slowed from 48.4% in 2008-2009 to 19.9% in 2010-2011, the market remains an outstanding performer.

With the emergence of real-time speech analytics solutions in 2012, companies across many industries, including collections and healthcare, are now looking to speech analytics to help them meet regulatory, compliance, service and sales goals. These solutions are already helping contact center supervisors improve the outcomes of challenging customer conversations by enabling them to intervene while customers are still on the line – a critical capability in today’s social-media driven world.

“The way we do business, the way our customers perceive their experiences with us, the way we interact on a moment-by-moment basis are all different today from what they were even a year ago, and they’re continuing to evolve,” said Donna Fluss, president of DMG Consulting. “As a result, organizations must take advantage of technology like speech analytics to improve their business decisions and the outcomes of their customer interactions.”

This 2012-2013 Speech Analytics Product and Market Report reveals that speech analytics is expected to continue to outperform most IT sectors, as more best practices emerge to help companies succeed with their initiatives. DMG projects the speech analytics market will grow 20% in 2013, 18% in 2014, and 16% in 2015. While speech analytics has historically been sold primarily to contact centers, these enterprise applications can deliver benefits to any and all customer-focused departments. DMG expects to see increasing adoption of speech analytics outside of contact centers in the coming years.

The Report covers 11 leading, contending and emerging speech analytics vendors. It provides a detailed analysis of the six leading and contending vendors: CallCopy, CallMiner, Nexidia, NICE Systems, UTOPY and Verint Systems. It also covers five emerging vendors at a high level: Aspect, Calabrio, Castel, Interactive Intelligence and OnviSource.

To learn more about the 2012-2013 Speech Analytics Product and Market Report, read the abstract , and the table of contents. To order your copy, visit www.dmgconsult.com, or email Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098.

About DMG Consulting LLC

DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. We are a strategic advisor to end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact centers by leveraging technology, process and people. We 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. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Social Customer Care, Workforce Optimization (WFO, Quality Management/Liability Recording), Speech Analytics, Text Analytics, Desktop Analytics, Performance Management, Surveying/Voice of the Customer, Workforce Management, Cloud-Based Contact Center Infrastructure Solutions, Interactive Voice Response Systems, Unified Communications and Outbound Dialing Solutions. For more information, visit www.dmgconsult.com.