Profiting from Evolving Speech Applications (Review Report)

Table of Contents

• DATAMONITOR VIEW
  • CATALYST
  • SUMMARY
  • METHODOLOGY
• EXECUTIVE SUMMARY
  • Introduction
  • Understanding the Market for Hosted Speech Applications (Strategy Focus)
  • Profiting from Speech Applications in the Service Provider Market (Market Focus)
  • Profiting from Contact Management Speech Applications (Strategy Focus)
  • Profiting from Information Provision and Transactional Speech Applications (Market Focus)
  • Global Market Trends for Speech Applications (Databook)
• UNDERSTANDING THE MARKET FOR HOSTED SPEECH APPLICATIONS (STRATEGY FOCUS)
  • Summary
  • Introduction of flexible deployment options
    • The impact of new deployment options in the vendor landscape
    • Spending on hosted speech applications in the North American enterprise and service provider markets
      • Spending trends in enterprise and service provider markets
  • Introduction of strategic and tactical pricing models
  • Leveraging pre-built components
• PROFITING FROM SPEECH APPLICATIONS IN THE SERVER PROVIDER MARKET(MARKET FOCUS)
  • Summary
  • Purchasing cycles will accelerate as the dust settles from heavy consolidation among US carrier businesses
    • Spending on speech applications will ramp up through 2010
  • Service providers stand to generate more revenue from automating directory assistance services and introducing new voice portals
  • Commoditization of minutes and coverage means differentiators are shifting towards content delivery
• PROFITING FROM CONTACT MANAGEMENT SPEECH APPLICATIONS (MARKET FOCUS)
  • Summary
  • Increasing call volumes in contact centers
    • The need to automate call routing functions
    • Spending on contact management speech applications is growing
      • NLU call routing
      • Basic call routing
      • Other
  • The size of speech implementations among installed base customers is growing
    • Benchmarked success with existing speech applications
  • Best practices in NLU call routing design and deployment are improving
  • Actions
• PROFITING FROM INFORMATION PROVISION AND TRANSACTIONAL APPLICATIONS (MARKET FOCUS)
  • Summary
  • Enterprises' strong desire to increase automation rates in the contact center to reduce costs
    • Taxonomy for speech applications
  • Increasing visibility of speech technology and its business benefits
    • Spending on information provision and transactional speech applications is growing
    • Shifting patterns in speech application spending
  • Declining price points and growing deployment options
    • Open-standards
    • Pre-built modules and components
    • Hosted and premise-based managed services
    • Development tools and application frameworks
  • Actions
• GLOBAL MARKET TRENDS FOR SPEECH APPLICATIONS (DATABOOK)
  • Introduction
    • Definitions
  • Market opportunities
• APPENDIX
  • Definitions
    • Contact centers
    • Dual tone multi-frequency (DTMF)
    • Interactive voice response (IVR)
    • Natural language understanding (NLU)
    • Open-standards
  • Further reading
  • Ask the analyst
  • List of Tables
    • Table 1: Global spending on hosted speech applications and tuning, 2005-2010
    • Table 2: Global spending on service provider speech applications, 2005-2010
    • Table 3: Global spending on speech applications by type
    • Table 4: Respondents' average monthly call volumes in North America and Western Europe , 2004 - 2006
    • Table 5: Respondents' views on contact center call automation, 2006
    • Table 6: Spending on contact management speech applications, 2005-2010
    • Table 7: Respondents' views on contact center call automation, 2006
    • Table 8: Spending on information provision and transactional speech applications, 2005-2010
    • Table 9: Shifting patterns in speech application spending, 2005-2010
    • Table 10: Category definitions
    • Table 11: Total spending on speech applications, 2005-2010
    • Table 12: Spending on contact management speech applications, 2005-2010
    • Table 13: Spending on Information provision/Contact management/Transactional capabilities speech applications, 2005-2010
    • Table 14: Vertical market segmentation of speech applications 2005-2010
    • Table 15: Speech application revenues by segment 2005-2010
  • List of Figures
    • Figure 1: Global spending on hosted speech applications and tuning, 2005-2010
    • Figure 2: Enterprise and service provider splits for hosted speech applications and tuning, 2005-2010
    • Figure 3: Global spending on service provider speech applications, 2005-2010
    • Figure 4: Global spending on speech applications by type, 2005-2010
    • Figure 5: The benefits speech brings to service providers
    • Figure 6: Respondents' average monthly call volumes in North America and Western Europe , 2004 - 2006
    • Figure 7: Respondents' views on contact center call automation, 2006
    • Figure 8: Spending on contact management speech applications, 2005-2010
    • Figure 9: Respondents' views on contact center call automation, 2006
    • Figure 10: Taxonomy for speech applications
    • Figure 11: Snapshot of DTMF and speech applications
    • Figure 12: Spending on information provision and transactional speech applications, 2005-2010
    • Figure 13: Shifting patterns in speech application spending, 2005-2010
    • Figure 14: Total spending on speech applications, 2005-2010
    • Figure 15: Spending on contact management speech applications, 2005-2010
    • Figure 16: Spending on Information provision/Contact management/Transactional capabilities speech applications, 2005-2010
    • Figure 17: Vertical market segmentation of speech applications, 2005
    • Figure 18: Vertical market segmentation of speech applications, 2010
    • Figure 19: Speech application revenues by segment 2005-2010