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Speech and Text Analytics

2015-2016 Speech and Text Analytics Market Report and Consulting Services

DMG Consulting’s tenth annual report on the speech analytics market has been expanded to include coverage of the text analytics sector, and has been renamed the 2015 – 2016 Speech and Text Analytics Product and Market Report. Speech and text analytics functionality will be an essential component of many of the analytical solutions and frameworks that are emerging, and will power the contact center of the future.

DMG’s 2015-2016 Speech and Text Analytics Product and Market Report focuses on contact center and enterprise applications of speech and text analytics. The Report provides in-depth insights into how these high-value solutions are being leveraged to identify opportunities and challenges that are confronting contact centers of all kinds. It examines how real-time speech analytics is being applied to deliver real-time guidance to agents, reduce fraud risk and help organizations comply with regulations. It explains how service quality and the customer journey will be further aided by the emerging real-time speech analytics capabilities, which can be used for matching customers to the right agents to enhance the service experience, facilitate the personalization of service, to enhance customer and agent satisfaction, and improve productivity. The Report also highlights how emerging analytically-enabled quality management (AQM) applications are positioned to transform contact center quality assurance/management.

Authoritative research with unparalleled insight derived from over a decade of experience in this market sector

The 2015 – 2016 edition of the Speech and Text Analytics Product and Market Report provides deep analysis and insights into leading and emerging vendors, solutions, opportunities and best practices. It explains all aspects of the speech and text analytics markets, discusses trends and challenges, and provides pricing, benefits and implementation best practices. The Report covers 6 leading and contending speech analytics vendors: Avaya, CallMiner, Genesys, inContact, NICE and Verint. Three additional vendors – Interactive Intelligence, OnviSource and ZOOM International – are included on a partial basis. The Report is designed to help prospects identify the right vendor and acquisition model to meet their current and future needs.

Key Features of The Report includes:

  • How speech analytics works, including a description of the speech engines and a review of the functional building blocks that comprise speech analytics solutions
  • Review of the text analytics process and the underlying technology that enables it
  • Explanation of the relationship between text and speech analytics, and how they provide visibility into the customer journey
  • Service delivery models and deployment options for speech and text analytics solutions: on-premise, cloud, hosted, managed service and hybrid
  • The trends and challenges driving enterprise investments in speech and text analytics solutions and vendor innovation
  • New functionality that has recently been introduced, and what is planned to be delivered in the next 12 – 18 months
  • How speech-analytics-enabled QA is redefining quality management
  • How real-time speech analytics solutions are driving improvements in agent and contact center performance and customer satisfaction
  • The role of speech and text analytics in supporting top contact center servicing trends and initiatives for 2015
  • How speech analytics is being used to reduce risk and achieve regulatory compliance
  • Speech analytics market activity and market share analysis, adoption rate, and 5-year projections
  • Analysis of the speech analytics competitive landscape, including a discussion of new and emerging competitors, company snapshots, product summaries and packaged offerings
  • Detailed company reports for the 9 leading and contending vendors, analyzing their products, functionality and future product development plans
  • In-depth technical and functional review and side-by-side comparative analyses of the key functional and technical capabilities of the 6 featured speech analytics solutions
  • Speech and text analytics benefits, uses and return on investment (ROI) analysis
  • Implementation analyses for both speech and text analytics solutions, including vendor best practices, maintenance and support, workshops, training and professional services
  • Comprehensive vendor satisfaction survey results that measure and rank vendor approval ratings across 21 product components and 10 vendor categories
  • Detailed pricing comparison and analysis for on-premise, cloud-based and managed service speech and text analytics solutions
  • Speech and Text Analytics Vendor Directories

1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. What is Speech Analytics?
4.1 How Speech Analytics Works
4.2 Post-Call (Historical) vs. Real-Time Speech Analytics
4.3 Application Building Blocks
4.4 High-Level Functional Analysis
4.5 Speech Engines
4.6 High-Level Technical Analysis
5. What is Text Analytics?
5.1 How it Works
5.2 Text Analytics Functional Building Blocks
5.3 Detailed Text Analytics Functional Analysis
5.4 The Relationship Between Text and Speech Analytics
5.5 Using Text and Speech Analytics to Support Multi-Channel Analytics
5.6 Making Results Actionable
6. Service Delivery Models for Speech Analytics Solutions
6.1 DMG Service Delivery Definitions
7. Speech and Text Analytics Market Trends and Challenges
7.1 Speech and Text Analytics Trends
7.2 Speech and Text Analytics Challenges
8. Speech Analytics Market Innovation
8.1 New Product Features
8.2 Future Enhancements
9. Analytics-Enabled QA
9.1 What is Analytics-Enabled QA?
9.2 Traditional Versus Analytics-Enabled QA
9.3 How to Transition to Analytics-Enabled QA
9.4 Skills-Based Coaching
9.5 Analytics-Enabled QA for Multi-Channel Interactions
9.6 Vendor Analytics-Enabled QA Capabilities
10. Real-Time Speech Analytics
10.1 Uses of Real-Time Speech Analytics
10.2 Vendor Real-Time Speech Analytics Capabilities
10.3 Real-Time Speech Analytics Best Practices
11. Using Speech Analytics and Text Analytics to Support Top Contact Center Servicing Trends and Initiatives for 2015
11.1 Deliver an outstanding customer experience
11.2 Improve productivity
11.3 Reduce the Cost of Service
11.4 Increase the Use of Self-Service Applications
11.5 Reduce Customer Effort
11.6 Enhance Reporting and Analytics
11.7 Improve Customer Retention
11.8 Increase Sales
11.9 Improve Compliance
11.10 Improve Customer Engagement
11.11 Increase Employee Engagement and Empowerment
11.12.1 Gamification
12. Reducing Risk with Speech Analytics
12.1 Compliance
12.2 Fraud Prevention
13. Speech Analytics Market Activity Analysis
14. Speech Analytics Market Adoption
15. Speech Analytics Market Projections
16. Speech Analytics Competitive Landscape
17. Vendors and Solutions
17.1 Company snapshot
17.2 Vendor Offerings and Products
17.3 Packaged Offerings
18. Speech Analytics Detailed Functional Analysis
18.1 Application Accuracy and Tuning
18.2 Speech Recognition Capabilities
18.3 Indexing, Search and Queries
18.4 Recording, Retrieval and Replay
18.5 Emotion Detection/Sentiment Analysis
18.6 Storage
18.7 System Administration
18.8 System Security
18.9 Reporting, Dashboards and Alerts
19. Speech and Text Analytics Uses, Benefits and Return on Investment
19.1 Speech Analytics Uses
19.2 Text Analytics Uses
19.3 Benefits
19.4 Return on Investment Analysis
20. Implementation Analysis
20.1 Speech Analytics Implementation Process
20.2 Speech Analytics Implementation Best Practices
20.3 Speech Analytics Workshops and Training
20.4 Text Analytics Implementation Process
20.5 Text Analytics Implementation Best Practices
20.6 Text Analytics Workshops and Training
20.7 Maintenance and On-going SupportVendor Satisfaction Analysis
21. Vendor Satisfaction Analysis
22. Pricing
22.1 Premise-Based Pricing
22.2 Cloud-Based Pricing
22.3 Managed Service Pricing
23. Company Reports
Appendix: Speech Analytics Vendor Directory

+ Key Features of this Report

Key Features of The Report includes:

  • How speech analytics works, including a description of the speech engines and a review of the functional building blocks that comprise speech analytics solutions
  • Review of the text analytics process and the underlying technology that enables it
  • Explanation of the relationship between text and speech analytics, and how they provide visibility into the customer journey
  • Service delivery models and deployment options for speech and text analytics solutions: on-premise, cloud, hosted, managed service and hybrid
  • The trends and challenges driving enterprise investments in speech and text analytics solutions and vendor innovation
  • New functionality that has recently been introduced, and what is planned to be delivered in the next 12 – 18 months
  • How speech-analytics-enabled QA is redefining quality management
  • How real-time speech analytics solutions are driving improvements in agent and contact center performance and customer satisfaction
  • The role of speech and text analytics in supporting top contact center servicing trends and initiatives for 2015
  • How speech analytics is being used to reduce risk and achieve regulatory compliance
  • Speech analytics market activity and market share analysis, adoption rate, and 5-year projections
  • Analysis of the speech analytics competitive landscape, including a discussion of new and emerging competitors, company snapshots, product summaries and packaged offerings
  • Detailed company reports for the 9 leading and contending vendors, analyzing their products, functionality and future product development plans
  • In-depth technical and functional review and side-by-side comparative analyses of the key functional and technical capabilities of the 6 featured speech analytics solutions
  • Speech and text analytics benefits, uses and return on investment (ROI) analysis
  • Implementation analyses for both speech and text analytics solutions, including vendor best practices, maintenance and support, workshops, training and professional services
  • Comprehensive vendor satisfaction survey results that measure and rank vendor approval ratings across 21 product components and 10 vendor categories
  • Detailed pricing comparison and analysis for on-premise, cloud-based and managed service speech and text analytics solutions
  • Speech and Text Analytics Vendor Directories
+ Table of Contents

1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. What is Speech Analytics?
4.1 How Speech Analytics Works
4.2 Post-Call (Historical) vs. Real-Time Speech Analytics
4.3 Application Building Blocks
4.4 High-Level Functional Analysis
4.5 Speech Engines
4.6 High-Level Technical Analysis
5. What is Text Analytics?
5.1 How it Works
5.2 Text Analytics Functional Building Blocks
5.3 Detailed Text Analytics Functional Analysis
5.4 The Relationship Between Text and Speech Analytics
5.5 Using Text and Speech Analytics to Support Multi-Channel Analytics
5.6 Making Results Actionable
6. Service Delivery Models for Speech Analytics Solutions
6.1 DMG Service Delivery Definitions
7. Speech and Text Analytics Market Trends and Challenges
7.1 Speech and Text Analytics Trends
7.2 Speech and Text Analytics Challenges
8. Speech Analytics Market Innovation
8.1 New Product Features
8.2 Future Enhancements
9. Analytics-Enabled QA
9.1 What is Analytics-Enabled QA?
9.2 Traditional Versus Analytics-Enabled QA
9.3 How to Transition to Analytics-Enabled QA
9.4 Skills-Based Coaching
9.5 Analytics-Enabled QA for Multi-Channel Interactions
9.6 Vendor Analytics-Enabled QA Capabilities
10. Real-Time Speech Analytics
10.1 Uses of Real-Time Speech Analytics
10.2 Vendor Real-Time Speech Analytics Capabilities
10.3 Real-Time Speech Analytics Best Practices
11. Using Speech Analytics and Text Analytics to Support Top Contact Center Servicing Trends and Initiatives for 2015
11.1 Deliver an outstanding customer experience
11.2 Improve productivity
11.3 Reduce the Cost of Service
11.4 Increase the Use of Self-Service Applications
11.5 Reduce Customer Effort
11.6 Enhance Reporting and Analytics
11.7 Improve Customer Retention
11.8 Increase Sales
11.9 Improve Compliance
11.10 Improve Customer Engagement
11.11 Increase Employee Engagement and Empowerment
11.12.1 Gamification
12. Reducing Risk with Speech Analytics
12.1 Compliance
12.2 Fraud Prevention
13. Speech Analytics Market Activity Analysis
14. Speech Analytics Market Adoption
15. Speech Analytics Market Projections
16. Speech Analytics Competitive Landscape
17. Vendors and Solutions
17.1 Company snapshot
17.2 Vendor Offerings and Products
17.3 Packaged Offerings
18. Speech Analytics Detailed Functional Analysis
18.1 Application Accuracy and Tuning
18.2 Speech Recognition Capabilities
18.3 Indexing, Search and Queries
18.4 Recording, Retrieval and Replay
18.5 Emotion Detection/Sentiment Analysis
18.6 Storage
18.7 System Administration
18.8 System Security
18.9 Reporting, Dashboards and Alerts
19. Speech and Text Analytics Uses, Benefits and Return on Investment
19.1 Speech Analytics Uses
19.2 Text Analytics Uses
19.3 Benefits
19.4 Return on Investment Analysis
20. Implementation Analysis
20.1 Speech Analytics Implementation Process
20.2 Speech Analytics Implementation Best Practices
20.3 Speech Analytics Workshops and Training
20.4 Text Analytics Implementation Process
20.5 Text Analytics Implementation Best Practices
20.6 Text Analytics Workshops and Training
20.7 Maintenance and On-going SupportVendor Satisfaction Analysis
21. Vendor Satisfaction Analysis
22. Pricing
22.1 Premise-Based Pricing
22.2 Cloud-Based Pricing
22.3 Managed Service Pricing
23. Company Reports
Appendix: Speech Analytics Vendor Directory

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