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DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report

9/26/2018

AI-enabled solutions fueling interest and accelerating sales

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

What:    Releases 13th annual Speech Analytics Product and Market Report

When:    Today, 26 September 2018

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 2018 – 2019 Speech Analytics Product and Market Report. DMG’s 13th annual edition of this Report provides comprehensive coverage and authoritative analysis of the competitors, products, features, pricing, payback, and trends and challenges in this complex technology sector.

Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector.  There is renewed interest in these solutions, which are incorporating artificial intelligence (AI) and machine learning to keep speech analytics up-to-date with the digital transformation. The vendors are adding advanced AI-enabled technologies, including supervised, semi-supervised and unsupervised machine learning, as well as predictive analytics, to their solutions. These advancements are fueling interest in speech analytics and accelerating sales of new and replacement solutions.

Enterprises are seeking tools to help them understand and address customer needs more quickly. Today’s SA solutions  give enterprises much-needed first-hand access to the voice of the customer (VoC) from all voice and digital channels, including social media, to “hear” what customers are saying. The result is increased demand for real-time speech analytics, which can deliver accurate and timely insight and guidance to agents during interactions with customers, mitigating liability risks and guiding interactions to results that are mutually beneficial for the enterprise and the customer.

DMG predicts that the contact center speech analytics market will grow by 11% in 2018, 10% in 2019, 10% in 2020, 10% in 2021, and 9% in 2022. “Real-time speech analytics will play an essential role in understanding customer preferences, anticipating consumers’ behavior, guiding transactions to successful outcomes, and personalizing the customer journey,” said Donna Fluss, President of DMG Consulting LLC. “We also expect to see more speech analytics ’seats’ being sold as embedded capabilities in other applications, such as intelligent virtual agent (IVA) solutions.”

The 2018-2019 edition of the Report covers 8 leading and contending vendors in-depth: Calabrio, CallMiner, NICE, OnviSource, SESTEK, Verint, Voci and VoiceBase. To learn more about the 2018-2019 Speech 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 your copy of the Report, 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 (qality management/recording), workforce management, speech analytics, text analytics, desktop analytics, robotic process automation, customer journey analytics, enterprise feedback management/surveying, performance management, gamification, voice biometrics, cloud-based contact center infrastructure, dialing, interactive voice response systems, intelligent virtual agents, and proactive customer care. For more information, visit www.dmgconsult.com.

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