Top Menu

DMG Consulting Releases Two New Market Reports: Speech Analytics and Hosted Contact Center Infrastructure; Reports Explore Markets, Reveal Trends, Identify Market Share and Predict Growth in Years to Come

DMG Consulting Releases Two New Market Reports: Speech Analytics and Hosted Contact Center Infrastructure; Reports Explore Markets, Reveal Trends, Identify Market Share and Predict Growth in Years to Come

DMG Consulting Releases Two New Market Reports: Speech Analytics and Hosted Contact Center Infrastructure; Reports Explore Markets, Reveal Trends, Identify Market Share and Predict Growth in Years to Come

12/9/2010

      

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

What:    Releases 2010 – 2011 Speech Analytics Product and Market Report and 2010 – 2011 Hosted Contact Center Infrastructure Market Report

When:   Today, 9 December 2010

Where:  Available for purchase at the DMG Consulting website: www.dmgconsult.com

Background:
DMG Consulting LLC, a leading provider of contact center and real-time analytics market research and consulting services, today released its 2010 – 2011 Speech Analytics Product and Market Report and its 2010 – 2011 Hosted Contact Center Infrastructure Market Report. These comprehensive Reports are written to help contact center and IT managers make the best technology investment decisions and gain the most from their implementations.

The 2010-2011 Speech Analytics Product and Market Report reveals that speech analytics seats grew by 48.4% between 2008 and 2009, even in the face of the Great Recession. During the same time period, speech analytics implementations grew from 1,864 to 2,592, or 39%, while other IT sectors saw growth slow or cease.

“Speech analytics is a member of a small and elite group of applications that sells well in both good and difficult economic times,” said Donna Fluss, president of DMG Consulting. “End users who have made the necessary investments to support their speech analytics implementation and are able to apply its findings on a timely basis, regard it as critical to their operations in the contact center, and increasingly in the rest of the enterprise.”

As the contact center’s most mature analytics application, speech analytics products now have intuitive user interfaces that help businesses better understand the value that the contact center can bring to the enterprise. But for users to realize benefits and rapid payback, the findings must become more actionable and easier to apply to business challenges throughout the enterprise.

The speech analytics sector has grown each year since its introduction. DMG Consulting expects that this market will continue to expand at a brisk pace over the next several years, with projected growth rates of 40% in 2010, 42% in 2011, 32% in 2012, and 25% in 2013.

The 2010 – 2011 Hosted Contact Center Infrastructure Market Report notes that in the face of the recession, enterprises were forced to rethink priorities and find more flexible and cost effective ways to update core contact center infrastructure. As a result, they turned to hosted solutions. This paved the way for a shift in demand from premise-based to hosted contact center infrastructure. The number of hosted contact center implementations grew by 50% between 2008 and 2009. The adoption rate of hosted contact center infrastructure is still small, but it is growing strongly while sales of premise-based contact center infrastructure solutions have slowed.

“The competitive landscape of the contact center infrastructure market is changing,” said Fluss. “We are living and doing business in a different world than we were two or three years ago. Enterprises want more choice, flexibility and functionality for their money and the hosted market is showing users a lot of promise by delivering and investing in these areas.”

Hungry to grow their businesses, hosted providers are spending millions of dollars in R&D to achieve functional parity with their premise-based counterparts, build integrations to third-party applications, and introduce differentiating functionality not yet available in the market. End users who are currently using hosted contact center infrastructure or are considering an investment in this technology should note that these vendors are priced to sell and willing to deliver product enhancements in months instead of years.

The hosted contact center infrastructure market has great momentum and is expected to grow rapidly for the next four years. DMG Consulting predicts that the market will increase by 35% in 2010, 25% in 2011, 20% in 2012, and 18% in 2013, with many of the hosted wins coming from replacements of existing premise-based sites.

To learn more about the 2010 – 2011 Speech Analytics Product and Market Report and the 2010 – 2011 Hosted Contact Center Infrastructure Market Report, or to order a copy, visit www.dmgconsult.com, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098.

About DMG Consulting LLC

DMG Consulting LLC is an advisory and consulting firm specializing in contact centers 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 segments of the contact center and analytics markets, including: Text Analytics, Speech Analytics, Desktop Analytics, Performance Management, Quality Management/Liability Recording, Surveying/Feedback, Workforce Management, Hosted Contact Center Infrastructure Solutions, Interactive Voice Response Systems, Unified Communications, Outbound Dialing Solutions and Contact Center Outsourcing, For more information, visit www.dmgconsult.com.