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DMG Consulting Releases 2013-2014 Speech Analytics Product and Market Report

DMG Consulting Releases 2013-2014 Speech Analytics Product and Market Report



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

What:    Releases 2013-2014 Speech Analytics Product and Market Report

When:    Today, 7 November 2013

Where:   Available at the DMG Consulting online store


DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2013-2014 Speech Analytics Product and Market Report. DMG’s eighth annual report on this increasingly mission-critical IT sector delivers analysis and insights into leading and emerging solutions, trends and challenges, market share, best practices, and customer satisfaction with the vendors and their solutions. The 368-page Report is designed to give end-user organizations the 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.

As companies become more aware of the importance of understanding the customer journey, they are embracing speech analytics solutions to help them analyze the vast amounts of data that come from customer conversations. In addition to providing insight into the customer journey, speech analytics solutions offer a number of other benefits, including assisting inbound and outbound contact centers in demonstrating regulatory compliance and mitigating risk. Emerging real-time speech analytics applications are also starting to be used to help companies alter the outcome of calls while they’re happening.

“The current generation of speech analytics solutions are good, and with the introduction of real-time capabilities, they are quickly getting better,” said Donna Fluss, president of DMG Consulting. ”Analytics is going to play an important role in the future of contact centers, and speech analytics is going to lead the way.”

Speech analytics seats increased by 20.2%, from 1,940,121 in the middle of 2012 to 2,332,733 in the middle of calendar-year 2013, and showed a compounded annual growth rate (CAGR) of 44.6% between 2006 and 2012 (including the first seven months of 2013). DMG expects speech analytics revenue to increase by 22% in calendar-year 2013, 19% in 2014, 17% in 2015, and 15% in 2016. DMG predicts that the number of seats will actually increase during these years at a slightly higher rate, as there will be downward pressure on the cost of speech analytics licenses as these solutions become more common. This 2013-2014 Speech Analytics Product and Market Report shows that vendors are expected to continue investing in several areas over the next few years, particularly in real-time speech analytics and in making speech analytics findings more actionable.

The Report provides a detailed analysis of the seven leading and contending speech analytics vendors: Avaya Aurix, CallMiner, Castel, Genesys, NICE Systems, Uptivity (formerly CallCopy) and Verint Systems. Two other vendors, Calabrio and Interactive Intelligence, are covered at a higher level. To learn more about the 2013-2014 Speech Analytics Product and Market Report, read the abstract, and the table of contents. To order your copy, visit, or for questions, email Deborah Navarra at 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