DMG Consulting Releases 2016 – 2017 Speech Analytics Product and Market Report
8/24/2016
Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services
What: Releases 11th annual Speech Analytics Product and Market Report
When: Today, 24 August 2016
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 2016 – 2017 Speech Analytics Product and Market Report. DMG’s 11th annual edition of this Report, which covers this unique technology sector, and provides the most in-depth review and analysis of the speech analytics market, competitors, products, trends and challenges, pricing and future outlook.
Speech analytics is unique, and there is nothing else like it in the market. Companies that value their customers’ opinions are adopting this “must-have” strategic solution. Speech analytics enables companies to mine the wealth of information freely shared with them during customer service conversations, and find insights that are useful and actionable. Speech analytics findings are essential for most enterprise departments, from the executive suite to product development. It is also essential for contact centers, where it is being used to improve a company’s bottom line and brand. From a regulatory perspective, speech analytics is valuable because it eliminates surprises and arms executives with the data they need to ensure compliance with the proliferation of call-related legislation around the world. The Report also examines the emerging real-time speech analytics segment, which will one day be as important as the post-call applications.
“When customers share their thoughts, ideas or even complaints with an organization, they are giving them a valuable gift,” said Donna Fluss, President of DMG Consulting LLC. “Companies should use speech analytics to leverage phone conversations, converting them into structured data that can be applied throughout the enterprise to improve its performance, products and bottom line.”
During the last 12 months, the number of contact center speech analytics seats grew by a very strong 30.1%, from 3,507,795 in March 2015 to 4,564,838 as of March 2016. DMG believes that the speech analytics growth rate peaked in 2016, but this sector will continue to see sustained and very positive growth during the next five years. DMG estimates that the contact center speech analytics market will grow by 20% in 2016, 18% in 2017, 17% in 2018, 15% in 2019 and 14% in 2020.
The 2016 – 2017 edition of the Speech Analytics Product and Market Report covers the leading and contending vendors: Calabrio, CallMiner, inContact, NICE, SESTEK, Verint, Voci and ZOOM International. DMG initiated coverage of SESTEK and Voci in this year’s Report. The Report also covers an emerging speech analytics solution from inContact. To learn more about the 2016-2017 Speech and Text Analytics Product and Market Report, read the abstract and the table of contents, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order, visit www.dmgconsult.com.
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 center and back-office environments 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: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, Enterprise Feedback Management/Surveying, Voice Biometrics, Cloud-Based Contact Center Infrastructure, Outbound Solutions, Interactive Voice Response Systems and Unified Communications. For more information visit www.dmgconsult.com.