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North American Speech Applications Development Market for Contact Centers Product Image

North American Speech Applications Development Market for Contact Centers

  • Published: March 2010
  • Region: North America, United States
  • 49 Pages
  • Frost & Sullivan

About two-thirds of North American contact center organizations have plans to either build or enhance their contact center speech applications over the next twelve months based on a Frost & Sullivan survey conducted in 2009. This research study provides an overview of the speech application development market for contact centers, discusses market trends, challenges, drivers and restraints to adoption, and profiles about 25 leading vendors that provide speech application development services for contact centers.

Automated applications, such as for self-service, have been deployed in support of customer service for more than xx years. These applications typically are built to operate on interactive voice response (IVR) systems and more recently also on voice portal systems. The primary business driver for the creation and deployment of these applications is to reduce the operating costs of supporting routine customers' requests for information and assistance. Automated applications cost less to than live customer service agents—in the range of one-tenth of the cost/customer request processed. It is for this cost reduction business driver that companies strive for high READ MORE >

1 | NORTH AMERICAN SPEECH APPLICATIONS DEVELOPMENT MARKET FOR CONTACT CENTERS

- Market Overview
-- 1. Introduction
-- 2. Scope and Methodology
-- 3. Definitions
-- 4. Market Trends
-- 5. Industry Challenges
-- 6. Market Drivers
-- 7. Market Restraints

- Vendor Profiles: A - M
-- 1. Alcatel-Lucent/Genesys
-- 2. Aspect Software
-- 3. Avaya
-- 4. Cisco Systems
-- 5. Clickfox
-- 6. Contact Solutions
-- 7. Convergys
-- 8. CSG
-- 9. Empirix
-- 10. Gold Systems
-- 11. Holly Connects
-- 12. Microsoft/Tellme

- Vendor Profiles: N - W
-- 1. Nexidia
-- 2. NICE Systems
-- 3. Nuance
-- 4. NuEcho
-- 5. Primas
-- 6. Syntellect
-- 7. Verint Systems
-- 8. Verizon Business
-- 9. Vocalabs
-- 10. Voiceport
-- 11. VoltDelta
-- 12. Voxeo
-- 13. Voxify
-- 14. West Interactive

- Strategic Considerations
-- 1. Vendor Recommendations
-- 2. End-user Recommendations

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