The Emerging Market For Speech Analytics (Review Report)

Table of Contents

• DATAMONITOR VIEW
  • CATALYST
  • SUMMARY
  • METHODOLOGY
• EXECUTIVE SUMMARY
  • Introduction
  • Speech Analytics 101 (Market Focus)
  • Understanding Opportunities in Speech Analytics (Market Focus)
  • Speech Analytics Go-To-Market Strategies (Strategy Focus)
  • Optimizing Business Processes with Speech Analytics (Strategy Focus)
  • Global Market Trends for Speech Analytics (Databook)
  • Summary
  • Speech analytics is not a disruptive technology, but a natural extension of trends within the customer-centric enterprise
    • Contextual background
    • Recent developments
    • Uses of speech analytics
  • Outsourcers, financial services institutions and communications firms have powerful incentives to adopt speech analytics as a QM solution
    • Financial services
    • Communications
    • Outsourcers
  • Although government will continue to be a core revenue generator for this market, the proportion of revenue from the private sector will increase
  • The market as a whole is expected to quadruple through 2010
• UNDERSTANDING OPPORTUNITIES IN SPEECH ANALYTICS (MARKET FOCUS)
  • Summary
  • North America will be the strongest initial market for speech analytics, followed by EMEA.
  • Healthcare, travel and tourism and utilities will be promising markets for speech analytics
    • Healthcare
    • Utilities
    • Travel and tourism
  • Technology, retail, and entertainment are expected to be longer-term, smaller-scale prospects.
    • Technology
    • Retail
    • Entertainment
• SPEECH ANALYTICS GO-TO-MARKET STRATEGIES (STRATEGY FOCUS)
  • Summary
  • Vendors should directly address the factors inhibiting pragmatist managers' investment
  • Vendors should bear in mind how their solution will be used within an organisation, and strategize accordingly
  • Vendors should carefully select complementary types of functionality with which to integrate in order to access larger markets
• OPTIMIZING BUSINESS PROCESSES WITH SPEECH ANALYTICS (STRATEGY FOCUS)
  • Summary
  • Define a baseline and a set of goals for speech analytics deployments
    • Establish a baseline
    • SWOT Analysis: Strengths, Weaknesses, Opportunities, and Threats
      • External environment
      • Internal environment
    • Goal formulation
      • Quality monitoring goals
      • Business intelligence goals
  • Select, pilot, and deploy a solution that meshes with business needs
    • Strategy formulation
    • Implementation and deployment
    • Ongoing management
  • Reevaluate the solution and ensure that it continues to meet organizational imperatives
    • Benchmarking
    • Awareness
    • Feedback
• GLOBAL MARKET TRENDS FOR SPEECH ANALYTICS (DATABOOK)
  • Introduction
    • Definitions
• APPENDIX
  • Definitions
  • Ask the analyst
  • List of Tables
    • Table 1: Revenue and growth rates for early adopter verticals, 2005-2010
    • Table 2: Public and private sector market proportions, 2005-2010
    • Table 3: Global revenues for speech analytics, 2004-2010
    • Table 4: Global market for speech analytics by region, 2005-2010
    • Table 5: Vertical market distribution, 2005 and 2010
    • Table 6: Speech analytics definitions
    • Table 7: Global market for speech analytics, 2005-2010
    • Table 8: Global market for speech analytics by percentage
    • Table 9: APAC market for speech analytics, 2005-2010
    • Table 10: CALA market for speech analytics, 2005-2010
    • Table 11: EMEA market for speech analytics, 2005-2010
    • Table 12: North American market for speech analytics, 2005-2010
    • Table 13: Vertical market segmentation of speech analytics 2005- 2010
  • List of Figures
    • Figure 1: Revenues for early adopter verticals, 2005-2010
    • Figure 2: Growth rates for early adopter verticals, 2005-2010
    • Figure 3: Public and private sector market proportions, 2005 and 2010
    • Figure 4: Global revenues for speech analytics, 2005-2010
    • Figure 5: Global market for speech analytics by region, 2005-2010
    • Figure 6: Vertical market distribution, 2005
    • Figure 7: Vertical market distribution, 2010
    • Figure 8: Speech Analytics adoption curve
    • Figure 9: Steps for Deploying Speech Analytics in the Contact Center
    • Figure 10: Global market for speech analytics, 2005-2010
    • Figure 11: Global market for speech analytics by percentage
    • Figure 12: APAC market for speech analytics, 2005-2010
    • Figure 13: CALA market for speech analytics, 2005-2010
    • Figure 14: EMEA market for speech analytics, 2005-2010
    • Figure 15: North American market for speech analytics, 2005-2010
    • Figure 16: Vertical market segmentation of speech analytics, 2005
    • Figure 17: Vertical market segmentation of speech analytics, 2010