DMG Consulting Releases 2014-2015 Speech Analytics Product and Market Report

8/6/2014

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

What: Releases 2014-2015 Speech Analytics Product and Market Report

When: Today, 6 August 2014

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 2014-2015 Speech Analytics Product and Market Report. The Report explores all aspects of the speech analytics market and offers a detailed analysis of the trends impacting adoption and innovation.

Speech analytics solutions are maturing and have many valuable uses in the contact center and the enterprise. Companies are utilizing post-call and real-time speech analytics for agent script adherence, demonstrating compliance with regulations like the Payment Card Industry – Data Security Standard (PCI-DSS), enhancing quality assurance (QA), and analyzing the multi-channel, multi-faceted customer journey.

“DMG has analyzed the speech analytics market for nine of the 11 years it has been in existence. This is a sector that is strong, continuing to innovate, and growing steadily,” said Donna Fluss, President of DMG Consulting. “As true omni-channel customer service becomes the de facto standard, interaction analytics will play a growing role in capturing and evaluating each step of the customer journey. Organizations that dedicate business analysts to managing their speech and interaction analytics initiatives will realize significant benefits from these solutions.”

The number of reported contact center speech analytics seats grew by 26.0%, from 2,292,733 in July 2013 to 2,889,031 as of the end of May 2014. The vast majority of these seats are from sales of post-call solutions, although adoption of real-time speech analytics is increasing. DMG estimates that the speech analytics market will grow by 20% in 2014, 18% in 2015, and 16% in 2016 and 2017.

The 2014 – 2015 edition of the Speech Analytics Product and Market Report explains all aspects of the market and gives end-user organizations the information they need about vendors, products, functionality, technology, the competitive landscape, benefits, ROI and pricing, to select the right solution for their business. The Report covers 11 leading, contending and emerging speech analytics vendors: Avaya, Calabrio, CallMiner, Genesys, Interactive Intelligence, Mattersight Corporation, Nexidia, NICE Systems, OnviSource, Uptivity (an inContact company), and Verint Systems.

To learn more about the 2014-2015 Speech Analytics Product and Market Report, read the abstract, and the table of contents. or email Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit www.dmgconsult.com.

About DMG Consulting LLC

DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in contact centers, back-office and real-time analytics. DMG provides insight and strategic guidance and tactical advice to end users, vendors and the financial community. Each year, DMG devotes more than 10,000 hours to producing primary research on IT sectors, including workforce optimization (quality management/liability recording), speech analytics, workforce management, performance management, desktop analytics, surveying/voice of the customer, text analytics, cloud-based contact center infrastructure, dialing, interactive voice response systems and proactive customer care. Our actionable solutions are proven to deliver a lasting competitive advantage, and often pay for themselves in as little as three months. Learn more at www.dmgconsult.com.