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Speech Analytics Is Fastest Growing Application In Contact Center Market

Speech Analytics Is Fastest Growing Application In Contact Center Market

Speech Analytics Is Fastest Growing Application In Contact Center Market



WEST ORANGE, NJ — March 27, 2007 – DMG Consulting LLC, the leading provider of contact center and real-time analytics market research and consulting services, has published the 2007 Speech Analytics Market Report. This 270-page Report, the second annual edition, is the definitive guide to this emerging market segment. This Report provides detailed information about the market, vendors, competitive landscape, technology products, functionality accuracy, ROI, pricing, market share, projections and implementation best practices. It explains why speech analytics has rapidly developed into the fastest growing application in the history of contact centers.

Speech analytics was first introduced into the contact center in 2004 and is still considered an emerging application. According to Donna Fluss, president of DMG Consulting, “within 5 to 8 years speech analytics will become a ‘must have’ for enterprises as it is the only solution that gives them insights into customer needs and wants in real and near real-time.” Speech analytics solutions are implemented in the contact center where it analyzes customer conversations, but provides benefits to the entire enterprise. This Report examines the technical and business opportunities and challenges involved in implementing these applications and provides best practices and guidance for making these applications work for your enterprise.

The 2007 Speech Analytics Market Report is essential for companies of all sizes looking to use innovative technology to gain a strategic advantage. This Report explains how speech analytics leverages insights contained in unstructured customer conversations to improve profitability, reduce costs, enhance the customer experience and reduce corporate liability. It describes the specific uses, benefits and ROI of speech analytics for various operating departments within enterprises. This Report profiles eight case studies of highly successful speech analytics implementations in leading verticals. “Enterprises are rapidly learning how to use the output from speech analytics to benefit many operating areas including: sales, marketing, R&D, compliance, risk management, collections, fraud, back-office operations and, of course, the contact center. The great news is that the benefits are real when users invest the time and resources”, said Fluss.

The 2007 Speech Analytics Market Report includes:

  • Description of the compelling benefits and ROI that speech analytics applications deliver to enterprises, contact centers and their customers
  • Explanation of how speech analytics structures customer conversations and the technology that enhances its accuracy
  • Review of current and projected speech analytics uses in the contact center, sales, marketing, operations and throughout the enterprise
  • Analysis of the vendor landscape, including detailed side-by-side product, functional and technical comparisons
  • Detailed company reports that assess vendor viability, ability to execute, vision, strategy, technology, product functionality and future product plans
  • Pricing for premise-based, hosted and managed service offerings
  • Market share, activity and five-year projections
  • Speech Analytics Vendor directory

To learn more about the 2007 Speech Analytics Market Report or to order your copy, go to, or contact Deborah Navarra at 516-628-1098 or

About DMG Consulting LLC

DMG Consulting LLC is a strategic advisor to companies large and small. Our mission is to help companies build cost-effective contact center and service environments that provide an outstanding customer experience. We achieve this goal by helping our clients leverage technology, process and people to optimize operational efficiency, sales and profits. Our actionable strategies and tactics effect change in clients’ internal process and technology to maximize the returns from all customer-facing activities – sales, marketing and customer service. Our customers include Global 2000 companies such as RealNetworks, Sub-Zero/Wolf, Stride Rite, Sun Microsystems, T-Mobile, J. Jill Group, HBCS, Carlson and Bosch.