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市場調查報告書

語音·文本分析產品·市場調查 2015-2016年

2015-2016 Speech and Text Analytics Product and Market Report

出版商 DMG Consulting LLC 商品編碼 246637
出版日期 內容資訊 英文 468 Pages
商品交期: 最快1-2個工作天內
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語音·文本分析產品·市場調查 2015-2016年 2015-2016 Speech and Text Analytics Product and Market Report
出版日期: 2015年06月25日 內容資訊: 英文 468 Pages
簡介

本報告提供語音分析產品及市場相關調查,提供市場活動·市場佔有率·引進率的實際成果與預測,成功的最佳業務實踐,市場趨勢·課題的調查,競爭情形分析,並彙整顧客滿意度分析等,為您概述為以下內容。

第1章 摘要整理

第2章 簡介

第3章 DMG Consulting 調查手法

第4章 語音分析是什麼?

  • 語音分析的結構
  • 過去的通話vs.即時語音分析
  • 應用的結構要素
  • 語音引擎
  • 高標準的技術分析

第5章 文本分析是什麼?

  • 結構
  • 文本分析功能的結構要素
  • 文本分析功能的詳細分析
  • 文本分析與語音分析的關係
  • 為支援多通路分析的文本·語音分析之利用
  • 得出實行可能的結果

第6章 語音分析解決方案的服務提供模式

  • DMG的服務提供定義

第7章 文本·語音分析市場趨勢·課題

  • 趨勢
  • 課題

第8章 語音分析市場創新

  • 新產品功能
  • 未來的強化

第9章 分析支援QA (品質保證)

  • 分析支援QA是什麼?
  • 傳統 vs. 分析支援QA
  • 轉換到分析支援QA的方法
  • 技術型指導
  • 適合多通路互動的分析支援QA
  • 供應商分析支援QA功能

第10章 即時語音分析的優點

  • 即時語音分析的利用
  • 供應商的即時語音分析能力
  • 即時語音分析的最佳業務實踐

第11章 支援主要客服中心的語音分析·文本分析之使用趨勢·主張

  • 提供出色的客戶體驗
  • 提高生產率
  • 削減服務成本
  • 自助服務應用利用的擴大
  • 客戶支援的減少
  • 匯報·分析的強化
  • 客戶維持的改善
  • 銷售額擴大
  • 守法的改善
  • 改善客戶參與
  • 員工參與度·權限的強化

第12章 透過語音分析的削減風險

  • 遵守
  • 防止詐騙

第13章 語音分析市場活動分析

第14章 語音分析市場發展

第15章 語音分析市場預測

第16章 語音分析的競爭情形

第17章 供應商·解決方案

  • 企業概況
  • 供應商服務·產品
  • 配套服務的提供

第18章 語音分析詳細內容功能分析

  • 應用制度·調諧
  • 語音辨識功能
  • 目錄,搜尋及查詢
  • 錄音,搜尋及Replay
  • 感情偵測/感情分析
  • 儲存
  • 系統管理
  • 系統安全
  • 報告,儀表板及警告

第19章 語音·文本分析的利用,優點及ROI

  • 語音分析的利用
  • 文本分析的利用
  • 優點
  • ROI分析

第20章 實行分析

  • 語音分析的實行流程
  • 語音分析實行的最佳業務實踐
  • 語音分析的研討會·訓練
  • 文本分析的實行流程
  • 文本分析實行的最佳業務實踐
  • 文本分析的研討會·訓練
  • 維修·繼續支援

第21章 供應商滿意度分析

第22章 費用

  • 內建式費用
  • 雲端型費用
  • 管理服務費用

第23章 企業報告

附錄:語音分析供應商的名錄

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目錄

DMG Consulting's tenth annual report on the speech analytics market has been expanded to include coverage of the text analytics sector, and has been renamed the 2015 - 2016 Speech and Text Analytics Product and Market Report. This Report is designed to inform end-user organizations and help them make the right technology investment decision for their operating environment. The 468-page Report focuses on practical and strategic applications of speech and text analytics in the contact center and across the enterprise. It examines leading and emerging solutions, trends and challenges, market share, pricing, return on investment (ROI), best practices, and more.

Speech and text analytics solutions perform the unique function of identifying the meaning, sentiment and insights contained within conversations and written documents. Speech analytics is a high-value application with greatt potential to deliver quantifiable strategic and tactical benefits to many departments within enterprises, including the contact center, when it is used properly. There's a very good reason why the number of speech analytics market has grown from 24 customers in 2003 to over 3.5 million licenses in 2015, although adoption is expected to increase as more companies learn to use these sophisticated analytical solutions and the availability of third-party resources with the knowledge and experience in implementing and managing these solutions increases. Speech analytics is also starting to make its way into the emerging world of customer journey analytics, as a method for understanding various aspects of the customer experience. As these solutions and the resources to manage them mature, adoption is expected to increase, as will their utilization and contributions to enterprises of all kinds. DMG projects that speech analytics will be viewed as mission-critical functionality for corporations within the next 5 years.

Text analytics has been around much longer than speech analytics, and despite being a requirement for any company with a social media program, adoption remains surprisingly slow. As text analytics capabilities are often embedded into third-party solutions, DMG expects that this lack of interest and investment will gradually be overcome. Both speech and text analytics are valuable on a stand-alone basis, but when combined with other analytical applications, their contributions become even greater. DMG expects speech analytics and text analytics to become fundamental and core components of contact center and enterprise customer journey analytics solutions.

Analytics-enabled quality assurance (AQA) is one of the emerging applications poised to transform how speech analytics is used in contact centers. Traditionally, quality assurance (QA) has been a labor-intensive function; supervisors and reviewers manually search through hours of calls so identify a subset for evaluation. Analytics-enabled QA is the antithesis of the traditional process. By leveraging speech, text, and possibly desktop analytics, AQA solutions can automate the quality assurance process and make it more targeted, precise, beneficial and cost-effective. The adoption of speech and text analytics applications in contact centers is increasing the value of QA and changing the process for the better.

Service quality and the customer journey will be further aided by the emerging real-time speech analytics capabilities, which can be used for matching customers to the right agents to enhance the service experience, facilitate the personalization of service, to enhance customer and agent satisfaction, and improve productivity. Although this is just the beginning for real-time speech analytics, it is the first step in a gradual process that is consistent with the direction of the market. Getting interactions to the most appropriate resource will allow for a more customized service/sales experience, which will increase revenue and improve the customers' ease of doing business with a company, another important market trend.

Real-time speech analytics solutions are being implemented in a variety of practical ways. They are being used to drive real-time guidance so that agents know precisely what to do for each customer opportunity. Real-time speech is now being applied to automate the verification process via voice biometrics; this process will improve security and reduce the risk and cost of fraud. As a result, doing business by phone will become one of the more secure ways to interact with a company. The phone will also become an increasingly simple, quick and easy communications channel, which will, in turn, reduce enterprise costs and improve the customer experience.

The 2015 - 2016 edition of the Speech and Text Analytics Product and Market Report provides deep analysis and insights into leading and emerging vendors, solutions, opportunities and best practices. It explains all aspects of the speech and text analytics markets, discusses trends and challenges, and provides speech analytics market activity data, pricing, benefits and implementation best practices. The Report is designed to help prospects identify the right vendor and acquisition model to meet their current and future needs. Six vendors fully met DMG's participation criteria and are analyzed in detail in this year's Speech and Text Analytics Product and Market Report. These vendors are: Avaya, CallMiner, Genesys, inContact, NICE and Verint. Three additional vendors - Interactive Intelligence, OnviSource and ZOOM International - are included on a partial basis.

Key Reasons to Buy This Report

  • How speech analytics works, including a description of the speech engines and a review of the functional building blocks that comprise speech analytics solutions
  • Review of the text analytics process and the underlying technology that enables it
  • Explanation of the relationship between text and speech analytics, and how they provide visibility into the customer journey
  • Service delivery models and deployment options for speech and text analytics solutions: on-premise, cloud, hosted, managed service and hybrid
  • The trends and challenges driving enterprise investments in speech and text analytics solutions and vendor innovation
  • New functionality that has recently been introduced, and what is planned to be delivered in the next 12 - 18 months
  • How speech-analytics-enabled QA is redefining quality management
  • How real-time speech analytics solutions are driving improvements in agent and contact center performance and customer satisfaction
  • The role of speech and text analytics in supporting top contact center servicing trends and initiatives for 2015
  • How speech analytics is being used to reduce risk and achieve regulatory compliance
  • Speech analytics market activity and market share analysis, adoption rate, and 5-year projections
  • Analysis of the speech analytics competitive landscape, including a discussion of new and emerging competitors, company snapshots, product summaries and packaged offerings
  • Detailed company reports for the 9 leading and contending vendors, analyzing their products, functionality and future product development plans
  • In-depth technical and functional review and side-by-side comparative analyses of the key functional and technical capabilities of the 6 featured speech analytics solutions
  • Speech and text analytics benefits, uses and return on investment (ROI) analysis
  • Implementation analyses for both speech and text analytics solutions, including vendor best practices, maintenance and support, workshops, training and professional services
  • Comprehensive vendor satisfaction survey results that measure and rank vendor approval ratings across 21 product components and 10 vendor categories
  • Detailed pricing comparison and analysis for on-premise, cloud-based and managed service speech and text analytics solutions
  • Speech and Text Analytics Vendor Directories

Report Highlights

  • Speech analytics tools are becoming more actionable : As vendors recognize and deliver speech analytics and text analytics solutions and functionality either embedded in, integrated with, or tied to other applications, their uses and benefits grow. Learn how speech analytics and text analytics solutions are powering next-best-action recommendations, real-time guidance, prescriptive analytics, predictive analytics, and a whole lot more.
  • The top three uses of speech analytics are different from past years : Uses of speech analytics are maturing and extending beyond the boundaries of the contact center. The top three uses of speech analytics are: improving agent and operational effectiveness and efficiency, understanding the customer experience/ capturing the voice of the customer, and improving sales effectiveness. These uses are indicative of the continued innovation, expansion and adoption of speech analytics. End users are finding more practical ways to use and apply both post-call and real-time speech analytics solutions, a trend that DMG expects to see continue.
  • Predictive analytics will be instrumental in the future of contact centers : DMG's strategic roadmap explains the changing and increasingly important role that contact centers will play in helping organizations deliver an outstanding, personalized service/sales/collections experience. Speech and text analytics, which drive predictive analytics, are enablers of the contact center of the future.
  • Slow adoption of text analytics will be overcome : Although a requirement for any company with a social media program, sales of text analytics solutions have been hampered by a lack of end-user interest and an unwillingness to invest. As text analytics capabilities are embedded in third-party solutions, however, adoption will pick up.

SAMPLE FIGURE

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Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1 Report Participation Criteria

4. What is Speech Analytics?

  • 4.1 How Speech Analytics Works
  • 4.2 Post-Call (Historical) vs. Real-Time Speech Analytics
  • 4.3 Application Building Blocks
  • 4.4 High-Level Functional Analysis
  • 4.5 Speech Engines
  • 4.6 High-Level Technical Analysis

5. What is Text Analytics?

  • 5.1 How it Works
  • 5.2 Text Analytics Functional Building Blocks
  • 5.3 Detailed Text Analytics Functional Analysis
  • 5.4 The Relationship Between Text and Speech Analytics
  • 5.5 Using Text and Speech Analytics to Support Multi-Channel Analytics
  • 5.6 Making Results Actionable

6. Service Delivery Models for Speech Analytics Solutions

  • 6.1 DMG Service Delivery Definitions

7. Speech and Text Analytics Market Trends and Challenges

  • 7.1 Speech and Text Analytics Trends
  • 7.2 Speech and Text Analytics Challenges

8. Speech Analytics Market Innovation

  • 8.1 New Product Features
  • 8.2 Future Enhancements

9. Analytics-Enabled QA

  • 9.1 What is Analytics-Enabled QA?
  • 9.2 Traditional Versus Analytics-Enabled QA
  • 9.3 How to Transition to Analytics-Enabled QA
  • 9.4 Skills-Based Coaching
  • 9.5 Analytics-Enabled QA for Multi-Channel Interactions
  • 9.6 Vendor Analytics-Enabled QA Capabilities

10. Real-Time Speech Analytics

  • 10.1 Uses of Real-Time Speech Analytics
  • 10.2 Vendor Real-Time Speech Analytics Capabilities
  • 10.3 Real-Time Speech Analytics Best Practices

11. Using Speech Analytics and Text Analytics to Support Top Contact Center Servicing Trends and Initiatives for 2015

  • 11.1 Deliver an outstanding customer experience
  • 11.2 Improve productivity
  • 11.3 Reduce the Cost of Service
  • 11.4 Increase the Use of Self-Service Applications
  • 11.5 Reduce Customer Effort
  • 11.6 Enhance Reporting and Analytics
  • 11.7 Improve Customer Retention
  • 11.8 Increase Sales
  • 11.9 Improve Compliance
  • 11.10 Improve Customer Engagement
  • 11.11 Increase Employee Engagement and Empowerment
    • 11.12.1 Gamification

12. Reducing Risk with Speech Analytics

  • 12.1 Compliance
  • 12.2 Fraud Prevention

13. Speech Analytics Market Activity Analysis

14. Speech Analytics Market Adoption

15. Speech Analytics Market Projections

16. Speech Analytics Competitive Landscape

17. Vendors and Solutions

  • 17.1 Company snapshot
  • 17.2 Vendor Offerings and Products
  • 17.3 Packaged Offerings

18. Speech Analytics Detailed Functional Analysis

  • 18.1 Application Accuracy and Tuning
  • 18.2 Speech Recognition Capabilities
  • 18.3 Indexing, Search and Queries
  • 18.4 Recording, Retrieval and Replay
  • 18.5 Emotion Detection/Sentiment Analysis
  • 18.6 Storage
  • 18.7 System Administration
  • 18.8 System Security
  • 18.9 Reporting, Dashboards and Alerts

19. Speech and Text Analytics Uses, Benefits and Return on Investment

  • 19.1 Speech Analytics Uses
  • 19.2 Text Analytics Uses
  • 19.3 Benefits
  • 19.4 Return on Investment Analysis

20. Implementation Analysis

  • 20.1 Speech Analytics Implementation Process
  • 20.2 Speech Analytics Implementation Best Practices
  • 20.3 Speech Analytics Workshops and Training
  • 20.4 Text Analytics Implementation Process
  • 20.5 Text Analytics Implementation Best Practices
  • 20.6 Text Analytics Workshops and Training
  • 20.7 Maintenance and On-going Support

21. Vendor Satisfaction Analysis

22. Pricing

  • 22.1 Premise-Based Pricing
  • 22.2 Cloud-Based Pricing
  • 22.3 Managed Service Pricing

23. Company Reports

Appendix: Speech Analytics Vendor Directory

TABLE 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: High-Level Speech Analytics Capabilities
  • Figure 5: The Ideal Speech Analytics Platform
  • Figure 6: Speech Analytics Engines
  • Figure 7: High-Level Speech Analytics Technical Summary
  • Figure 8: Text Analytics
  • Figure 9: The Classic Text Analytics Process
  • Figure 10: Sources of Unstructured Data
  • Figure 11: Data Inputs Supported by Text Analytics
  • Figure 12: Standard Text Extraction Process
  • Figure 13: Text Analytics Building Blocks
  • Figure 14: Detailed Text Analytics Capabilities
  • Figure 15: Customer Journey
  • Figure 16: Using Text and Speech Analytics to Support Analytics-Enabled Processes
  • Figure 17: Customer Journey Analytics Solutions
  • Figure 18: Other Analytics Offerings
  • Figure 19: Making Results Actionable
  • Figure 20: Service Delivery Models, Advantages and Disadvantages
  • Figure 21: DMG's Service Delivery Model Definitions
  • Figure 22: Vendor Service Delivery Options
  • Figure 23: 2015 Speech and Text Analytics Trends
  • Figure 24: 2015 Speech and Text Analytics Challenges
  • Figure 25: New Product Features
  • Figure 26: New Product Features, by Category
  • Figure 27: Future Enhancements, by Category
  • Figure 28: Using Text Analytics to Support Analytics-Enabled Quality Management
  • Figure 29: Analytics-Enabled Quality Management
  • Figure 30: Real-Time Speech Analytics
  • Figure 31: Uses of Real-Time Speech Analytics
  • Figure 32: Real-Time Speech Analytics Capabilities
  • Figure 33: Best Practices for Real-Time Speech Analytics
  • Figure 34: Top Enterprise Servicing Goals for 2015
  • Figure 35: 2015 Enterprise Servicing Initiatives, by Category
  • Figure 36: Using Speech and Text Analytics to Deliver an Outstanding Customer Experience
  • Figure 37: Using Speech and Text Analytics to Improve Productivity
  • Figure 38: Using Speech and Text Analytics to Reduce the Cost of Service
  • Figure 39: Using Speech and Text Analytics to Increase the Use of Self-Service Applications
  • Figure 40: Using Speech and Text Analytics to Reduce Customer Effort
  • Figure 41: Using Speech and Text Analytics to Enhance Reporting and Analytics
  • Figure 42: Using Speech and Text Analytics to Improve Customer Retention
  • Figure 43: Using Speech and Text Analytics to Increase Sales
  • Figure 44: Using Speech and Text Analytics to Improve Compliance
  • Figure 45: Using Speech and Text Analytics to Improve Customer Engagement
  • Figure 46: Using Speech and Text Analytics to Increase Employee Engagement and Empowerment
  • Figure 47: Gamification Features
  • Figure 48: Compliance
  • Figure 49: Fraud Prevention
  • Figure 50: Contact Center Speech Analytics Seat and Percent Growth, 2006 - 2014
  • Figure 51: Speech Analytics Seat Trend Detail by Geography, 2006 - 2014
  • Figure 52: Speech Analytics Activity, as of March 31, 2015
  • Figure 53: Speech Analytics Market Share Based on Seats, as of March 2015
  • Figure 54: Speech Analytics Customers and Seats by Vendor, 2013 vs. 2014
  • Figure 55: Speech Analytics Customer Trends by Vendor, 2006 - 2014
  • Figure 56: Speech Analytics Customer Trends by Vendor, 2006 - 2014
  • Figure 57: Speech Analytics Seat Trends by Vendor, 2006 - 2014
  • Figure 58: Speech Analytics Seat Trends by Vendor, 2006 - 2014
  • Figure 59: Speech Analytics Contact Center Adoption Rate, 2006 - 2014
  • Figure 60: Speech Analytics Market Growth Rate Projections Based on Seats, 2015 - 2019
  • Figure 61: Speech Analytics Seat Trend Detail by Geography, 2006 - 2014
  • Figure 62: Speech Analytics Competitive Landscape
  • Figure 63: Company Information as of December 2014
  • Figure 64: Speech and Text Analytics Product Analysis
  • Figure 65: Speech and Text Analytics Core and Optional Modules
  • Figure 66: Complementary Contact Center Applications
  • Figure 67: Packaged Offerings
  • Figure 68: Tuning and Accuracy
  • Figure 69: Speech Recognition Capabilities
  • Figure 70: Indexing, Search and Queries
  • Figure 71: Recording, Retrieval and Replay Capabilities
  • Figure 72: Emotion/Sentiment Detection
  • Figure 73: Storage
  • Figure 74: Administration
  • Figure 75: Security Features
  • Figure 76: Dashboards and Reporting and Analytical Capabilities
  • Figure 77: What were the top 3 - 5 business issues that you want speech analytics to solve?
  • Figure 78: Top 10 Uses of Speech Analytics, by Vendor
  • Figure 79: Top Uses of Speech Analytics, by Category
  • Figure 80: Top 10 Uses of Text Analytics
  • Figure 81: Speech and Text Analytics ROI Benefit Categories
  • Figure 82: Average Speech and Text Analytics ROI (in months)
  • Figure 83: Speech Analytics Implementation Analysis
  • Figure 84: Speech Analytics Implementation Analysis
  • Figure 85: Training, Workshops and Professional Services
  • Figure 86: Text Analytics Implementation Analysis
  • Figure 87: Text Analytics Implementation Best Practices, by Vendor
  • Figure 88: Text Analytics Training, Workshops and Professional Services
  • Figure 89: Maintenance and Ongoing Support
  • Figure 90: Customer Survey Rating Categories
  • Figure 91: Average Satisfaction Ratings, by Category
  • Figure 92: Product Satisfaction Ratings, by Category
  • Figure 93: Ease of Use/Configuration/Maintenance Satisfaction Ratings, by Customer
  • Figure 94: Ease of Integration with Third-Party Applications SatisfactionRatings, by Customer
  • Figure 95: Ease of Creating Searches and Queries Satisfaction Ratings, by Customer
  • Figure 96: Accuracy and Business Relevancy of Results Satisfaction Ratings, by Customer
  • Figure 97: Ability to Fine-Tune Results Satisfaction Ratings, by Customer
  • Figure 98: Call Analysis Satisfaction Ratings, by Customer
  • Figure 99: Text Analytics Satisfaction Ratings, by Customer
  • Figure 100: Emotion Detection/Sentiment Analysis Satisfaction Ratings, by Customer
  • Figure 101: Ability to Conduct Automated Root Cause Analysis Satisfaction Ratings, by Customer
  • Figure 102: Ability to Conduct Discovery and Surface Previously Unknown Issues or New and Breaking Trends Satisfaction Ratings, by Customer
  • Figure 103: Ability to Correlate Seemingly Unrelated Issues Satisfaction Ratings, by Customer
  • Figure 104: Ability to Serve as an Early Warning System to Identify Issues Before They Escalate and Impact a Large Number of Customers Satisfaction Ratings, by Customer
  • Figure 105: Ability to Make Results Actionable Satisfaction Ratings, by Customer
  • Figure 106: Real-Time Capabilities Satisfaction Ratings, by Customer
  • Figure 107: Reporting and Dashboards Satisfaction Ratings, by Customer
  • Figure 108: Ability to Support Analytics-Enabled Quality Assurance Processes Satisfaction Ratings, by Customer
  • Figure 109: Ability to Improve Quality and Agent Coaching Satisfaction Ratings, by Customer
  • Figure 110: Ability to Improve Compliance with Regulatory Requirements Satisfaction Ratings, by Customer
  • Figure 111: Ability to Detect Fraud Satisfaction Ratings, by Customer
  • Figure 112: Ability to Reduce Customer Effort Satisfaction Ratings, by Customer
  • Figure 113: Ability to Improve Customer Engagement Satisfaction Ratings, by Customer
  • Figure 114: Implementation Satisfaction Ratings, by Customer
  • Figure 115: Training/Workshops Satisfaction Ratings, by Customer
  • Figure 116: On-going Service and Support Satisfaction Ratings, by Customer
  • Figure 117: Professional Services Satisfaction Ratings, by Customer
  • Figure 118: Innovation Satisfaction Ratings, by Customer
  • Figure 119: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 120: Communication Satisfaction Ratings, by Customer
  • Figure 121: Pricing Satisfaction Ratings, by Customer
  • Figure 122: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 123: What were the top 3 - 5 business issues that you want speech analytics to solve?
  • Figure 124: What are the top 3 - 5 benefits that were realized from speech analytics?
  • Figure 125: What business units are using speech analytics information?
  • Figure 126: Please tell us the top 3 - 5 strengths of your speech analytics solution
  • Figure 127: What enhancements/additional capabilities would you like to see in your speech analytics solution?
  • Figure 128: What is the biggest impact that speech analytics has had on the contact center?
  • Figure 129: What is the one thing you wish you knew about the speech analytics solution before you made the purchase?
  • Figure 130: What is the top 3-5 ways that text analytics is being used? (if applicable)
  • Figure 131: Additional comments about your experience with the vendor and/or product
  • Figure 132: Price Ranges - Premise-Based Solution, 2015 vs. 2014 Comparison
  • Figure 133: Pricing for a Premise-Based Speech Analytics Solution: 250 Seats
  • Figure 134: Pricing for a Premise-Based Text Analytics Solution: 250 Seats
  • Figure 135: Pricing for Speech Analytics, Cloud-Based: 250 Seats
  • Figure 136: Pricing for Text Analytics, Cloud-Based: 250 Seats
  • Figure 137: Pricing for Speech Analytics, Managed Service: 250 Seats
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