新的語音分析市場（回顧報告）

本報告已在2011年07月19日停止出版。

簡介

目錄

Abstract

Overview

Introduction

This report combines all four briefs from the speech analytics theme for 2006. The market focus briefs provide an introduction to speech analytics and dissect trends in its adoption by vertical and global region, while the strategic briefs provide strategic insights for vendors and a step-by-step guide for customers.

Scope

• Provides revenue forecasts by vertical and global region for speech analytics
• Identifies critical trends and drivers in adoption, and presents speech analytics in the context of larger economic trends
• Examines the role of speech analytics within the organization for both quality monitoring and business intelligence

Report Highlights

Outsourcers, financial services institutions, and communications firms have powerful incentives to adopt speech analytics as a quality monitoring solution

North America will be the strongest initial market for speech analytics, followed by EMEA. Utilities, travel and tourism and healthcare will be promising markets for analytics.

Speech analytics is not a disruptive technology, but a natural extension of trends within the customer-centric enterprise

Reasons to Purchase

• Gain a global overview of a valuable new tool for business intelligence and quality monitoring
• Identify opportunities for both vendors and customers at a critical stage in the market
• Derive in-depth insight into the drivers and inhibitors for adoption in multiple verticals

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

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