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1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. What is Speech Analytics?
4.1 How It Works
4.2 Application Building Blocks
4.3 Speech Engines
5. Speech Analytics Market Trends
6. Speech Analytics Market Challenges
7. Who Owns Speech Analytics?
8. Should Speech Analytics Replace Quality Assurance?
9. Speech Analytics Business Case
9.1 Speech Analytics Uses
9.1.1 Contact Center
9.1.2 Sales and Marketing
9.1.3 Other
9.2 Enterprise Uses and Benefits of Speech Analytics
9.3. ROI of Speech Analytics
10. Making Speech Analytics Results Actionable
11. Market Activity and Market Share Analysis
11.1 Validating Market Activity Numbers
11.2 Market Growth Rate
11.3 Market Share Analysis
12. Adoption Rate of Speech Analytics
13. Speech Analytics Market Projections
14. Speech Analytics Vendors and Products
14.1 Company Snapshot
14.2 Vendor Strategies
14.3 High-Level Product Overview
14.4 Products
15. Service Delivery Models
15.1 Service Delivery Model Definitions
15.2 Vendor Definitions
15.3 Service Delivery Choices for Speech Analytics
16. Speech Analytics Case Studies
16.1 Common Findings
16.2 Contact Center: Improving the Customer Experience
16.3 Contact Center: First Call Resolution
16.4 Contact Center: Operating Improvements
16.5 Contact Center: Script Compliance
16.6 Sales
16.7 Marketing
17. Speech Analytics Underlying Technology
17.1 Application Accuracy and Business Relevancy
17.2 Processing Speed
17.3 Speech Recognition Capabilities
17.4 Multi-Channel Capabilities
17.4.1 Text Analytics/Real-Time Analytics
17.5 Emotion Detection
18. Speech Analytics Competitive Landscape
18.1 Vendor Categories
18.1.1 Stand-Alone Vendors
18.1.2 Workforce Optimization Suite Providers
18.1.3 Contact Center Infrastructure Providers
18.1.4 Consulting Firms
18.1.5 Partners
18.1.6 Speech Engines
18.1.7 Emerging Solutions
18.1.8 Others
19. Packaged Solutions
20. Simplified Offerings
21. Small/Mid-Sized Solutions
22. Real-Time Solutions
23. Standard Vendor Implementation Methodologies
23.1 Implementation Best Practices
23.2 Role of Consulting/Professional Services in Speech Analytics
23.3 Common Pitfalls of Speech Analytics Implementations
24. Planned Innovation
25. Speech Analytics Vendor Satisfaction Analysis
26. Pricing
26.1 Vendor Pricing for Licensed Applications
26.2 Vendor Pricing for Hosted Solutions
26.3 Vendor Pricing Managed Service Model
26.4 Vendor Pricing for Small/Mid-Sized Solutions
27. High-Level Functional Analysis
28. High-Level Technical Summary
29. Detailed Technical and Functional Analysis
29.1 Indexing, Search and Queries
29.2 Retrieval and Replay
29.3 Storage
29.4 Database
29.5 User Administration
29.6 System Security
29.7 PCI
29.8 System Tuning
29.9 Reporting, Dashboards and Alerts
29.10 Workshops and Training
30. Company Reports
30.1 Aurix Limited
30.2 Autonomy etalk
30.3 BBN Technologies
30.4 CallCopy
30.5 CallMiner
30.6 Envision
30.7 Nexidia
30.8 NICE Systems
30.9 OnviSource
30.10 UTOPY
30.11 Verint Systems
Appendix A: Speech Analytics Vendor Directory
Table of Figures
Figure 1: Speech Analytics
Figure 2: The Contact Center of the Future
Figure 3: Speech Analytics Technology Building Blocks
Figure 4: Tradeoffs between LVCSR and Phonetic Speech Engines
Figure 5: Desktop Analytics Defined
Figure 6: Speech Analytics Market Trends
Figure 7: Speech Analytics Market Challenges
Figure 8: Contact Center of the Future
Figure 9: Speech Analytics Hard and Soft Dollar ROI Categories
Figure 10: Speech Analytics Uses
Figure 11: Uses and Benefits of Speech Analytics
Figure 12: ROI
Figure 13: Making Speech Analytics Results Actionable
Figure 14: Contact Center Speech Analytics Implementations and Percent Growth, 2004 to 2008
Figure 15: Contact Center Speech Analytics Market Activity by Vendor, as of 12/31/08
Figure 16: Total Number of Speech Analytics Seats, 2007 vs. 2008 Comparison
Figure 17: 2008 Speech Analytics Market Share by Number of Implementations, as of December 2008
Figure 18: 2008 Speech Analytics Market Share by Number of Implementations Graph
Figure 19: Speech Analytics Market Share by Number of Seats, as of December 2008
Figure 20: 2008 Speech Analytics Market Share by Number of Seats Graph
Figure 21: Contact Center Speech Analytics Market Activity by Vendor, December 2005 – December 2008
Figure 22: Market Share Trend by Number of Customers, 2006 – 2008
Figure 23: Speech Analytics Contact Center Adoption Rate, 2006 – 2008
Figure 24: Speech Analytics Market Projections, 2009 to 2013
Figure 25: Updated Speech Analytics Demand Model: Actual Seats Implemented 2006 – 2008 and Five-Year Forecast, 2009 – 2013
Figure 26: Vendor High-Level Information
Figure 27: Company Information for Emerging Speech Analytics Suites
Figure 28: Vendor Strategy
Figure 29: Overview of Vendor Offerings
Figure 30: Products
Figure 31: Service Delivery Models
Figure 32: Vendor Definitions of Hosted/Managed Service
Figure 33: Speech Analytics Service Delivery Analysis
Figure 34: Service Delivery Model
Figure 35: Speech Analytics Engines
Figure 36: Application Accuracy/Business Relevancy
Figure 37: Processing Speed
Figure 38: Speech Recognition Capabilities
Figure 39: Text Analytics/Categorization
Figure 40: Emotion Detection
Figure 41: Speech Analytics Application Maturity
Figure 42: Speech Analytics Vendors
Figure 43: Packaged Offerings
Figure 44: Real-Time Capabilities
Figure 45: Implementation Analysis
Figure 46: Implementation Best Practices
Figure 47: Speech Analytics Implementation Pitfalls
Figure 48: Customer Survey Rating Categories
Figure 49: Average Satisfaction Rating by Category
Figure 50: Product Satisfaction Ratings by Customer
Figure 51: Implementation Satisfaction Ratings by Customer
Figure 52: Service and Support Satisfaction Ratings by Customer
Figure 53: Training Satisfaction Ratings by Customer
Figure 54: Professional Services Satisfaction Ratings by Customer
Figure 55: Pricing Satisfaction Ratings by Customer
Figure 56: Overall Vendor Satisfaction Ratings by Customer
Figure 57: 2009 Speech Analytics Price Ranges – Licensed Model
Figure 58: Speech Analytics Price Ranges – Licensed Model 2008 vs. 2009 Comparison
Figure 59: Speech Analytics Costs – Licensed Model
Figure 60: Speech Analytics Costs – Hosted (for a 250-seat contact center)
Figure 61: Speech Analytics Costs – Managed Care Model (for a 250-seat contact center)
Figure 62: Speech Analytics Costs – SMB Solution
Figure 63: High-Level Capabilities
Figure 64: High-Level Technical Summary
Figure 65: Indexing, Search and Queries
Figure 66: Retrieval and Replay Capabilities
Figure 67: Storage
Figure 68: Database
Figure 69: User Administration
Figure 70: System Security
Figure 71: System Tuning
Figure 72: Reporting, Dashboards and Alerts
Figure 73: Workshops and Training
Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.
Order Information
To order a copy of the 2009-2010 Speech Analytics Market Report, contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com. You may also purchase the Report online.
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