2017 - 2018 Speech Analytics Product and Market Report

  • ID: 4412642
  • Report
  • DMG Consulting LLC
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The Next Step for Speech Analytics Is to Enter the World of Data Science:

FEATURED COMPANIES

  • Calabrio
  • CallMiner
  • NICE
  • SESTEK
  • Verint
  • ZOOM International
  • MORE

The future of speech analytics is positive. Adoption remains strong, and there is still a significant unpenetrated market for the stand-alone solutions. An even greater opportunity exists for vendors to deliver solutions that are cloud-based and address both speech and text interactions.

A Mature Market with Substantial Opportunity

The speech analytics market has reached maturity. These solutions are being used by contact centers to convert unstructured phone conversations into structured data that yields a wealth of information about customer needs and expectations. Speech analytics also uncovers enterprise-wide trends and challenges, providing tactical and strategic information that can be used to enhance all aspects of an organization, beyond the contact center. Currently, there are two categories of speech analytics vendors in the market: a large group of competitors who sell basic applications that focus on identifying key words and phrases, and a smaller set of feature-rich solution providers who offer extensive  business intelligence platforms that provide enterprise-level data

The next step for speech analytics is to enter the world of data science. It's expected leading vendors will design new algorithms targeted at a variety of enterprise issues. In the future, artificial intelligence (AI) will be used to enhance the ability of speech analytics to identify issues and recommend ways to address them. Machine learning is starting to be used to enable these solutions to quantify the impact of new trends and issues, with minimal human intervention. The opportunities and benefits are substantial for vendors and end users. Companies that take speech analytics seriously, and invest in the resources and best practices to build an effective program, are realizing significant benefits.

Over a Decade of Unparalleled Coverage 

The 2017 - 2018 Speech Analytics Product and Market Report, the 12th edition, provides the most comprehensive and thorough review and analysis of the competitors, products, features, pricing, payback, and trends and challenges in the speech analytics market. This edition covers 5 leading and contending vendors in-depth: Calabrio, CallMiner, NICE, SESTEK, and Verint; ZOOM International is also covered at a higher level. The Report is designed to enable end-user organizations to understand this complex market and make the right choice of product and partner for their unique environment.

The report includes:

  • Explanation of how speech analytics works, and a review of the functional building blocks that comprise speech analytics solutions
  • Overview of the core functional and technical capabilities of the 5 featured speech analytics solutions
  • Service delivery models and deployment options for speech analytics solutions
  • Analysis of the business trends and challenges that are driving vendor investments and innovation
  • Insights into new product features and a preview of enhancements that the vendors plan to deliver in the next 12 – 18 months
  • Discussion of how findings from interaction (speech and text) analytics are essential contributors to customer journey analytics solutions
  • Explanation of how interaction analytics-enabled quality management (AQM) is automating quality management processes and providing broader visibility into the omni-channel customer experience
  • A look at how real-time speech analytics is being leveraged to provide actionable insights to improve the customer experience, enhance agent performance and quality, reduce risk, and deliver quantifiable benefits to companies’ bottom line
  • Speech analytics market activity and market share analysis, adoption rate, and 5-year projections
  • Review and assessment of the speech analytics competitive landscape
  • Overview of the 6 leading and contending speech analytics vendors, including company snapshots, product overviews, packaged solutions and other analytics offerings
  • Detailed comparative analyses of the key functional capabilities of the 5 featured speech analytics solutions
  • Speech analytics uses, benefits, and return on investment (ROI) analysis
  • Implementation analysis, including vendor methodology, best practices, maintenance and support, workshops, training and professional services
  • Comprehensive vendor satisfaction survey results that measure and rank vendor approval ratings across 15 product components and 10 vendor categories
  • Detailed pricing comparison and analysis for on-premise, cloud and managed service speech analytics solutions
  • Detailed product reports for all 6 speech analytics solution providers covered in the Report, analyzing their products, functionality and future product development plans
  • Speech Analytics Vendor Directory

Please Note: A customer license letter agreement needs to be signed prior to delivery of this product. This letter will be sent to you via email after your order is placed.

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FEATURED COMPANIES

  • Calabrio
  • CallMiner
  • NICE
  • SESTEK
  • Verint
  • ZOOM International
  • MORE

1. Executive Summary

2. Introduction

3. Research Methodology
3.1 Report Participation Criteria

4. Speech Analytics Defined
4.1 How it Works
4.2 Post-Call vs. Real-Time
4.3 Application Building Blocks

5. Speech Analytics High-Level Functional Summary

6. Speech Analytics High-Level Technical Summary
6.1 Speech Engines
6.2 Storage
6.3 System Administration
6.4 System Security

7. Service Delivery Models
7.1 Service Delivery Definitions
7.2 Vendor Service Delivery Options

8. Interaction Analytics Market Trends and Challenges
8.1 Interaction Analytics Trends
8.2 Interaction Analytics Challenges

9. Speech Analytics Market Innovation
9.1 New Product Features
9.2 Emerging Capabilities

10. Interaction Analytics is Essential for Charting the Customer Journey
10.1 What is Customer Journey Analytics?
10.2 Best Practices for Applying Findings from CJA Solutions

11. Analytics-Enabled Quality Management Automates the QM Process and Provides Omni-Channel Visibility
11.1 Best Practices for Building an AQM Program

12. Real-Time Speech Analytics Drives Real-Time Benefits

13. Market Activity Analysis
13.1 Validating Market Activity Numbers
13.2 Market Growth Rate
13.3 Speech Analytics Market Activity

14. Adoption Rate of Speech Analytics

15. Speech Analytics Market Projections

16. Speech Analytics Competitive Landscape
16.1 Speech Analytics Vendor Categories
16.2 Market Competitors

17. Speech Analytics Vendors and Solutions
17.1 Company Snapshots
17.2 Speech Analytics Go-To-Market Strategies
17.3 Vendor Offerings and Products
17.4 Packaged Offerings

18. Speech Analytics Detailed Functional Analysis
18.1 Accuracy/Tuning
18.2 Speech Recognition Capabilities
18.3 Indexing, Searches and Queries
18.4 Recording, Retrieval and Replay
18.5 Emotion Detection/Sentiment Analysis
18.6 Compliance
18.7 Reporting, Dashboards and Alerts

19. Speech Analytics Uses, Benefits and Return on Investment

20. Implementation Analysis
20.1 Implementation Process
20.2 Implementation Best Practices
20.3 Training and Professional Services
20.4 Maintenance and Support

21. Speech Analytics Vendor Satisfaction Analysis
21.1 Summary of Survey Findings and Analysis
21.2 Product Satisfaction by Category
21.3 Customer Insights
21.3.1 Business Units Using Speech Analytics
21.3.2 Applying Speech Analytics Findings
21.3.3 Strengths of Speech Analytics Solutions
21.3.4 Speech Analytics Desired Enhancements/Additional Capabilities
21.3.5 Most Important Benefit Delivered by Speech Analytics
21.3.6 Additional Comments

22. Pricing
22.1 Premise-Based
22.2 Cloud-Based
22.3 Managed Service

23. Company Reports
23.1 Calabrio
23.2 CallMiner, Inc.
23.3 NICE
23.4 SESTEK
23.5 Verint Systems
23.6 ZOOM International

24. Appendix: Speech Analytics Vendor Directory

List of Figures

Figure 1: What is Speech Analytics?
Figure 2: Historical vs. Real-Time Speech Analytics Use Cases
Figure 3: Speech Analytics Technology Building Blocks
Figure 4: Speech Analytics High-Level Functional Summary
Figure 5: High-Level Technical Summary
Figure 6: Speech Engines
Figure 7: Storage
Figure 8: System Administration
Figure 9: System Security
Figure 10: Service Delivery Models, Advantages and Disadvantages
Figure 11: Service Delivery Definitions
Figure 12: Speech Analytics Vendor Service Delivery Options
Figure 13: 2017 Interaction Analytics Trends
Figure 14: 2017 Interaction Analytics Challenges
Figure 15: New Product Features, by Vendor
Figure 16: New Product Features, by Category
Figure 17: Future Application Enhancements
Figure 18: CJA Defined
Figure 19: Incorporating Findings from Other Analytics Solutions with Speech Analytics
Figure 20: Analytics-Enabled QA
Figure 21: Analytics-Enabled Quality Assurance (AQM)
Figure 22: Top Uses of Real-Time Speech Analytics
Figure 23: Real-Time Speech Analytics Capabilities
Figure 24: Contact Center Speech Analytics Seats and Percent Growth 2006 - 2016 (end of March 2017), in Thousands
Figure 25: Speech Analytics Seat Trend Detail by Geography, 2006 - 2016
Figure 26: Speech Analytics Activity, as of March 31, 2017
Figure 27: Speech Analytics Market Share Based on Seats, as of March 2017
Figure 28: Speech Analytics Customers and Seats by Vendor, 2015 vs. 2016
Figure 29: Speech Analytics Customer Trends by Vendor, 2010 - 2016
Figure 30: Speech Analytics Customer Trends by Vendor, 2010 - 2016
Figure 31: Speech Analytics Seat Trends by Vendor, 2010 - 2016
Figure 32: Speech Analytics Seat Trends by Vendor, 2010 - 2016
Figure 33: Speech Analytics Contact Center Adoption Rate, 2006 - 2016
Figure 34: Speech Analytics Market Growth Rate Projections Based on Seats, 2017 - 2021
Figure 35: Speech Analytics Competitive Landscape
Figure 36: Company Information as of June 30, 2017
Figure 37: Speech Analytics Go-To-Market-Strategy
Figure 38: Product Overview
Figure 39: Packaged Offerings
Figure 40: Tuning and Accuracy
Figure 41: Speech Recognition Capabilities
Figure 42: Indexing, Search and Queries
Figure 43: Recording, Retrieval and Replay
Figure 44: Emotion Detection/Sentiment Analysis
Figure 45: Compliance
Figure 46: Dashboards, Reporting and Analytics
Figure 47: Speech Analytics Uses, Benefits and ROI
Figure 48: Implementation Process
Figure 49: Implementation Best Practices
Figure 50: Training, Workshops and Professional Services
Figure 51: Maintenance and On-Going Support
Figure 52: Customer Survey Rating Categories
Figure 53: Average Satisfaction Ratings, by Category
Figure 54: Current Product Satisfaction Ratings, by Customer
Figure 55: Implementation Satisfaction Ratings, by Customer
Figure 56: Training/Workshops Satisfaction Ratings, by Customer
Figure 57: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 58: Professional Services Satisfaction Ratings, by Customer
Figure 59: Innovation Satisfaction Ratings, by Customer
Figure 60: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 61: Communication Satisfaction Ratings, by Customer
Figure 62: Pricing Satisfaction Ratings, by Customer
Figure 63: Overall Vendor Satisfaction Ratings, by Customer
Figure 64: Product Satisfaction Ratings, by Category
Figure 65: Ease of Creating Searches and Queries Satisfaction  Ratings, by Customer
Figure 66: Accuracy and Business Relevancy of Results Satisfaction Ratings, by Customer
Figure 67: Call Categorization and Analysis Capabilities Satisfaction Ratings, by Customer
Figure 68: Emotion Detection/Sentiment Analysis Satisfaction  Ratings, by Customer
Figure 69: Ability to Conduct Discovery to identify Unknown Issues and Breaking Trends Satisfaction Ratings, by Customer
Figure 70: Ability to Perform Automated Root Cause Analysis Satisfaction Ratings, by Customer
Figure 71: Ability to Improve Regulatory Compliance Satisfaction Ratings, by Customer
Figure 72: Ability to Leverage Speech Analytics Findings to Augment Surveying and Other VoC Initiatives Satisfaction Ratings, by Customer
Figure 73: Ability to Leverage Speech Analytics Findings to Reduce Customer Effort and Improve the Customer Journey Satisfaction Ratings, by Customer
Figure 74: Ability to Leverage Speech Analytics Findings to Engage Agents and Improve Their Performance Satisfaction Ratings, by Customer
Figure 75: Analytics-Enabled QA Capabilities Satisfaction Ratings, by Customer
Figure 76: Real-Time Speech Analytics Capabilities Satisfaction Ratings, by Customer
Figure 77: Dashboards, Reporting and Analytics Satisfaction Ratings, by Customer
Figure 78: Ease of Use/Configuration/Maintenance Satisfaction Ratings, by Customer
Figure 79: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 80: What business units are using speech analytics information?
Figure 81: What are the top 5 ways you are applying speech analytics findings?
Figure 82: Please tell us the top 3 - 5 strengths of your speech analytics solution
Figure 83: What enhancements/additional capabilities would you like to see in your speech analytics solution?
Figure 84: What is the most important benefit that speech analytics has delivered for your company?
Figure 85: Additional comments about your experience with the vendor and/or product
Figure 86: Pricing for a Premise-Based Speech Analytics Solution
Figure 87: Pricing for a Cloud-Based Speech Analytics Solution
Figure 88: Pricing for a Managed Service Speech Analytics Solution

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  • Calabrio
  • CallMiner
  • NICE
  • SESTEK
  • Verint
  • ZOOM International
Note: Product cover images may vary from those shown
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Note: Product cover images may vary from those shown
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