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市場調查報告書

語音分析的產品及市場

2016 - 2017 Speech Analytics Product and Market Report

出版商 DMG Consulting LLC 商品編碼 368683
出版日期 內容資訊 英文
商品交期: 最快1-2個工作天內
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語音分析的產品及市場 2016 - 2017 Speech Analytics Product and Market Report
出版日期: 2016年08月24日 內容資訊: 英文
簡介

本報告提供語音分析的產品及市場調查,產品、技術概要,解決方案的各種傳輸模式,主要市場趨勢與課題,市場上主要革新,主要供應商和提供解決方案,詳細功能和分析,利用案例、優點、ROI,消費者的想法和供應商的滿意度分析等彙整資料。

第1章 摘要整理

第2章 簡介

第3章 調查手法

第4章 所謂語音分析

  • 語音分析的結構
  • 語音分析:過去的通話記錄 vs 即時
  • 應用的基本組件
  • 講演引擎
  • 高標準的技術分析

第5章 語音分析解決方案的服務提供模式

  • DMG的服務提供定義
  • 供應商的服務提供選擇

第6章 語音分析市場趨勢、課題

  • 趨勢
  • 課題

第7章 語音分析市場上革新

  • 新產品的功能
  • 未來的革新

第8章 主要客服中心的服務提供趨勢、倡議

  • 企業工具的講演&文本分析的利用

第9章 改善效能管理流程的分析支援QA

  • 所謂分析支援QA
  • 應該轉移到分析支援QA的理由
  • 供應商的分析支援QA能力

第10章 改善代理商&客戶參與即時語音分析

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

第11章 市場活動分析

  • 市場活動的數量的檢驗
  • 市場成長率
  • 市場活動

第12章 語音分析的引進率

第13章 語音分析市場預測

第14章 競爭環境

  • 供應商類別
  • 競爭經營者

第15章 供應商、解決方案

  • 企業概要
  • 供應商的提供產品
  • 包裝產品

第16章 語音分析詳細功能分析

  • 應用的準確度、調整
  • 語音辨識功能
  • 目錄化、搜尋、查詢
  • 錄音、搜尋、再生
  • 感情偵測/感情分析
  • 儲存
  • 系統管理
  • 系統安全
  • 匯報、儀表板、警報

第17章 講演&文本分析的利用案例、優點、ROI

  • 語音分析的利用
  • 利用講演&文本分析的改善遵守和縮小風險
    • 遵守
    • 詐騙防止
    • 為了削減企業風險的最佳業務實踐
  • 語音分析的ROI、ROI的優點的類別

第18章 實行相關分析

  • 語音分析的實行流程
  • 語音分析的實行的最佳業務實踐
  • 語音分析的研討會&訓練
  • 維護、持續性支援

第19章 供應商的滿意度分析

  • 調查結果的摘要及分析
  • 調查結果的詳細內容與分析
  • 消費者的本意
    • 為了解除產業課題的語音分析利用
    • 語音分析的優點
    • 支援工作崗位語音分析
    • 語音分析解決方案的優勢
    • 期望語音分析的強化點
    • 語音分析對客服中心的影響
    • 其他評論

第20章 價格趨勢

  • 本地基礎的價格設定
  • 雲端基礎的價格設定
  • 管理服務的價格設定

第21章 企業報告

  • Calabrio
  • CallMiner, Inc.
  • inContact, Inc.
  • NICE
  • SESTEK
  • Verint Systems
  • Voci Technologies, Inc.
  • ZOOM International

附錄 A:供應商目錄

圖表

目錄

DMG Consulting's 2016 - 2017 Speech Analytics Product and Market Report, our eleventh annual edition, provides the most in-depth review and analysis of the speech analytics market, competitors, products, trends and challenges, pricing and future outlook. The Report is designed to inform and educate end-user organizations to enable them to select the right partner and solution for their operating environment. The 345-page Report focuses on providing practical, actionable and strategic guidance so that contact center, sales and marketing executives can acquire the solution that provides them with the greatest return on investment. When it comes to speech analytics, it is as much about the best practices as the solution, and this Report gives users the information they need to make the right investments.

Speech analytics is the only application available in the market that converts unstructured phone conversations into actionable insights about customer opportunities, needs and wants. It literally takes the words spoken by callers and transforms them into suggestions and recommendations that can be used to focus a company's attention on the issues and opportunities that matter most. The findings can be used to enhance all aspects of an organization and its products, not just the contact center. Speech analytics also delivers call transcripts and call reasons, which gives executives and managers direct customer feedback on a timely basis, positioning them to respond immediately and proactively to competitive opportunities.

2016 was the year of speech analytics. Companies that value their customers' opinions are adopting in this "must-have" strategic solution. The market grew by 30.1% as enterprises large and small, in all verticals and in many countries, decided to invest in this application. Speech analytics is also essential for contact centers, where it should be used to improve a company's bottom line and brand. It is the best tool for determining which agents are adhering to internal and external requirements and regulations for collections, sales and service contact centers. From a regulatory perspective, speech analytics is not only useful but essential. It eliminates surprises and arms executives with the data they need to ensure compliance with the proliferation of legislation around the world, which is expected to become even more restrictive.

Historical speech analytics has hit its stride now that enterprises have developed best practices to apply the insights. This Report provides technical and operational guidance so that end users know where and how to use speech analytics to realize the greatest benefits for their organization. The Report also examines the emerging real-time speech analytics segment, which will one day be as important as the post-call applications. Real-time speech analytics offers tremendous benefits, enabling agents to identify and address angry, unhappy and at-risk callers so that a challenging situation can be converted to a positive outcome while the customer is still on the line. Real-time speech analytics combined with next-best-action solutions can be used to personalize service and sales opportunities, making it easy for customers to conduct business.

Speech analytics is unique, and there is nothing else like it in the market. It's not a question of whether or not you need this application, but rather when you're going to buy and apply it. To truly understand customers and improve their journey, enterprises must know what customers are saying about them. Speech analytics enables companies to mine the wealth of information freely shared with them during voice interactions, and find insights that are useful and actionable.

This Report was created to help contact center, sales, marketing, collections and enterprise leaders, managers and executives in small, mid-sized and large companies select the right solution, functionality and partner to meet their organization's current and future speech analytics needs. The 2016 - 2017 edition of the Speech Analytics Product and Market Report covers the leading and contending vendors: Calabrio, CallMiner, inContact, NICE, SESTEK, Verint, Voci and ZOOM International. DMG initiated coverage of SESTEK and Voci in this year's Report. We are also covering inContact's emerging speech analytics solution.

Key Elements of This Report

  • Explanation of how speech analytics works, including a description of the functional building blocks that comprise leading speech analytics solutions and the underlying speech engines
  • Service delivery models and deployment options for speech analytics solutions: on-premise, cloud-based and managed service
  • Market and business trends and challenges driving investments in speech analytics solutions
  • Speech analytics product innovation, including a review of recently introduced functionality and what is planned for the next 12 - 18 months
  • Examination of how speech analytics is helping companies address the top contact center servicing initiatives for 2016
  • Discussion of analytics-enabled quality assurance (AQA) and how it can improve agent performance, customer satisfaction and enhance the performance of the contact center
  • Explanation of how real-time speech analytics solutions are increasing agent and customer engagement while reducing risk
  • 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 8 leading and contending speech analytics vendors, including company snapshots, product overviews, packaged solutions and other analytics offerings
  • In-depth technical and functional review and side-by-side comparative analyses of the key functional and technical capabilities of the 7 featured speech analytics solutions
  • Speech analytics benefits, uses and return on investment (ROI) analysis
  • Vendor implementation analysis, including a review of the implementation process, training, professional services, service and support, and vendor best practices to optimize success
  • Comprehensive vendor satisfaction survey results that measure and rank vendor approval ratings across 20 product components and 10 vendor categories
  • Detailed pricing comparison and analysis for on-premise, cloud-based and managed service speech analytics solutions
  • Detailed product reports for the 8 leading and contending speech analytics solution providers, analyzing their products, functionality and future product development plans
  • Speech Analytics Vendor Directory

Report Highlights

  • Speech analytics has hit its stride : In 2016, the number of speech analytics seats increased by a very healthy 30.1% over the previous 12 months. The reason is clear: speech analytics has crossed over and become a must-have solution that supplies organizations with customer and prospect insights and opportunities, and helps companies comply with regulatory requirements and improve productivity, all while enhancing the customer experience and journey. There is no other application in the market that delivers the same or similar benefits for the companies that use industry best practices to optimize their implementations.
  • Vendors are continuing to improve and expand their speech analytics solutions : Speech analytics vendors are investing to improve the underlying technologies and capabilities of their solutions by delivering enhanced speech engines, better integration capabilities, and more flexible and customizable dashboards and reports. These improvements are converting speech analytics into big data tools that can be integrated with existing third-party business intelligence solutions. Vendors are continuing to add support for more languages; they are also improving their cloud deployment models and services. They are listening to their customers and prospects and are prioritizing customer-driven innovation.
  • The speech analytics market has undergone considerable change in the past year : Market consolidation has altered the competitive landscape, making room for new vendors and offerings. Users have a variety of options, as no two solutions are the same.
  • Real-time speech analytics is ready : Real-time speech analytics is fighting for large-scale adoption and acceptance. Organizations are already using these applications to identify angry and upset callers, to prevent small issues from escalating. Vendors are starting to do a better job of combining real-time speech analytics with next-best-action and real-time guidance solutions to allow agents to deliver personalized sales and service.

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
  • 4.7 Other Analytics Offerings

5. Service Delivery Models for Speech Analytics Solutions

  • 5.1 DMG Service Delivery Definitions
  • 5.2 Vendor Service Delivery Options

6. Speech Analytics Market Trends and Challenges

  • 6.1 Speech Analytics Trends
  • 6.2 Speech Analytics Challenges

7. Speech Analytics Market Innovation

  • 7.1 New Product Features
  • 7.2 Future Innovation

8. Top Contact Center Servicing Trends and Initiatives for 2016

  • 8.1 Using Speech and Text Analytics as Enterprise Tools to Deliver Great Service

9. Analytics-Enabled QA Improves the Performance Management Process

  • 9.1 What is Analytics-Enabled QA?
  • 9.2 Why Companies Should Move to Analytics-Enabled QA
  • 9.3 Vendor Analytics-Enabled QA Capabilities

10. Real-Time Speech Analytics Improves Agent and Customer Engagement

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

11. Market Activity Analysis

  • 11.1 Validating Market Activity Numbers
  • 11.2 Market Growth Rate
  • 11.3 Speech Analytics Market Activity

12. Adoption Rate of Speech Analytics

13. Speech Analytics Market Projections

14. Competitive Landscape

  • 14.1 Speech Analytics Vendor Categories
  • 14.2 Market Competitors

15. Vendors and Solutions

  • 15.1 Company Snapshots
  • 15.2 Vendor Offerings and Products
  • 15.3 Packaged Offerings

16. Speech Analytics Detailed Functional Analysis

  • 16.1 Application Accuracy and Tuning
  • 16.2 Speech Recognition Capabilities
  • 16.3 Indexing, Search and Queries
  • 16.4 Recording, Retrieval and Replay
  • 16.5 Emotion Detection/Sentiment Analysis
  • 16.6 Storage
  • 16.7 System Administration
  • 16.8 System Security
  • 16.9 Reporting, Dashboards and Alerts

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

  • 17.1 Speech Analytics Uses
  • 17.2 Using Speech and Text Analytics to Improve Compliance and Reduce Risk
    • 17.2.1 Compliance
    • 17.2.2 Fraud Prevention
    • 17.2.3 Best Practices for Reducing Corporate Risk
  • 17.3 Speech Analytics ROI and ROI Benefit Categories

18. Implementation Analysis

  • 18.1 Speech Analytics Implementation Process
  • 18.2 Speech Analytics Implementation Best Practices
  • 18.3 Speech Analytics Workshops and Training
  • 18.4 Maintenance and Ongoing Support

19. Vendor Satisfaction Analysis

  • 19.1 Summary of Survey Findings and Analysis
  • 19.2 Detailed Survey Findings and Analysis
  • 19.3 Customer Insights
    • 19.3.1 Using Speech Analytics to Address Business Issues
    • 19.3.2 Speech Analytics Benefits
    • 19.3.3 Business Units Supported by Speech Analytics
    • 19.3.4 Strengths of Speech Analytics Solutions
    • 19.3.5 Speech Analytics Desired Enhancements
    • 19.3.6 Impact of Speech Analytics on the Contact Center
    • 19.3.7 Additional Comments

20. Speech Analytics Pricing

  • 20.1 Premise-Based Pricing
  • 20.2 Cloud-Based Pricing
  • 20.3 Managed Service Pricing

21. Company Reports

  • 21.1 Calabrio
  • 21.2 CallMiner, Inc.
  • 21.3 inContact, Inc.
  • 21.4 NICE
  • 21.5 SESTEK
  • 21.6 Verint Systems
  • 21.7 Voci Technologies, Inc.
  • 21.8 ZOOM International

Appendix A: 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: Other Analytics Offerings
  • Figure 9: Service Delivery Models, Advantages and Disadvantages
  • Figure 10: DMG's Service Delivery Model Definitions
  • Figure 11: Vendor Service Delivery Options
  • Figure 12: 2016 Speech Analytics Trends
  • Figure 13: 2016 Speech Analytics Challenges
  • Figure 14: New Product Features, by Vendor
  • Figure 15: New Product Features, by Category
  • Figure 16: Future Enhancements, by Category
  • Figure 17: Top Ten Enterprise Servicing Goals for 2016
  • Figure 18: The Contributions of Speech/Text Analytics
  • Figure 19: Using Speech Analytics as Enterprise Tools to Deliver Great Service
  • Figure 20: Analytics-Enabled QA
  • Figure 21: Using AQA to Surface Agent Performance Issues
  • Figure 22: Analytics-Enabled Quality Management Capabilities
  • Figure 23: Real-Time Speech Analytics
  • Figure 24: Uses of Real-Time Speech Analytics
  • Figure 25: Benefits of Real-Time Speech Analytics
  • Figure 26: Real-Time Speech Analytics Best Practices
  • Figure 27: Vendor Real-Time Speech Analytics Capabilities
  • Figure 28: Contact Center Speech Analytics Seats and Percent Growth 2006 - 2015 (end of March 2016), in Thousands
  • Figure 29: Speech Analytics Seat Trend Detail by Geography, 2006 - 2015
  • Figure 30: Speech Analytics Activity, as of March 31, 2016
  • Figure 31: Speech Analytics Market Share Based on Seats, as of March 2016
  • Figure 32: Speech Analytics Customers and Seats by Vendor, 2014 vs. 2015
  • Figure 33: Speech Analytics Customer Trends by Vendor, 2006 - 2015
  • Figure 34: Speech Analytics Customer Trends by Vendor, 2006 - 2015
  • Figure 35: Speech Analytics Seat Trends by Vendor, 2006 - 2015
  • Figure 36: Speech Analytics Seat Trends by Vendor, 2006 - 2015
  • Figure 37: Speech Analytics Contact Center Adoption Rate, 2006 - 2015
  • Figure 38: Speech Analytics Market Growth Rate Projections Based on Seats, 2016 - 2020
  • Figure 39: Speech Analytics Demand Model, 2016 - 2020
  • Figure 40: Speech Analytics Competitive Landscape
  • Figure 41: Company Information as of December 2015
  • Figure 42: Speech and Text Analytics Product Analysis
  • Figure 43: High-Level Functional Capabilities
  • Figure 44: Packaged Offerings
  • Figure 45: Tuning and Accuracy
  • Figure 46: Speech Recognition Capabilities
  • Figure 47: Indexing, Search and Queries
  • Figure 48: Recording, Retrieval and Replay Capabilities
  • Figure 49: Emotion/Sentiment Detection
  • Figure 50: Storage
  • Figure 51: Administration
  • Figure 52: Security Features
  • Figure 53: Dashboards and Reporting and Analytical Capabilities
  • Figure 54: Top 10 Uses of Speech Analytics, by Vendor
  • Figure 55: What are the top 5 business issues that you want to solve with speech analytics?
  • Figure 56: Compliance
  • Figure 57: Fraud Prevention
  • Figure 58: Speech Analytics ROI Benefit Categories
  • Figure 59: Speech Analytics Implementation Analysis
  • Figure 60: Speech Analytics Implementation Analysis
  • Figure 61: Training, Workshops and Professional Services
  • Figure 62: Maintenance and Ongoing Support
  • Figure 63: Customer Survey Rating Categories
  • Figure 64: Average Satisfaction Ratings, by Category
  • Figure 65: Product Satisfaction Ratings, by Category
  • Figure 66: Ease of Use/Configuration/Maintenance Satisfaction Ratings, by Customer
  • Figure 67: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 68: Ease of Creating Searches and Queries Satisfaction Ratings, by Customer
  • Figure 69: Accuracy and Business Relevancy of Results Satisfaction Ratings, by Customer
  • Figure 70: Call Analysis Capabilities Satisfaction Ratings, by Customer
  • Figure 71: Emotion Detection/Sentiment Analysis Satisfaction Ratings, by Customer
  • Figure 72: Ability to Conduct Automated Root Cause Analysis Satisfaction Ratings, by Customer
  • Figure 73: Ability to Conduct Discovery and Surface Previously Unknown Issues or New and Breaking Trends Satisfaction Ratings, by Customer
  • Figure 74: Ability to Correlate Seemingly Unrelated Issues Satisfaction Ratings, by Customer
  • Figure 75: Ability to Serve as an Early Warning System to IdentifyIssues and Mitigate their Impact Satisfaction Ratings, by Customer
  • Figure 76: Ability to Improve First Contact Resolution Satisfaction Ratings, by Customer
  • Figure 77: Ability to Identify Business Process/Procedure/Policy IssuesSatisfaction Ratings, by Customer
  • Figure 78: Ability to Identify Agent Performance Issues Satisfaction Ratings, by Customer
  • Figure 79: Real-Time Capabilities Satisfaction Ratings, by Customer
  • Figure 80: Reporting and Dashboards Satisfaction Ratings, by Customer
  • Figure 81: Ability to Perform Analytics-Enabled Quality Assurance Satisfaction Ratings, by Customer
  • Figure 82: Ability to Improve Compliance with Regulatory Requirements Satisfaction Ratings, by Customer
  • Figure 83: Ability to Detect Fraud Satisfaction Ratings, by Customer
  • Figure 84: Ability to Reduce Customer Effort Satisfaction Ratings, by Customer
  • Figure 85: Ability to Improve Customer Engagement Satisfaction Ratings, by Customer
  • Figure 86: Current Product Satisfaction Ratings, by Customer
  • Figure 87: Implementation Satisfaction Ratings, by Customer
  • Figure 88: Training/Workshops Satisfaction Ratings, by Customer
  • Figure 89: On-going Service and Support Satisfaction Ratings, by Customer
  • Figure 90: Professional Services Satisfaction Ratings, by Customer
  • Figure 91: Innovation Satisfaction Ratings, by Customer
  • Figure 92: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 93: Communication Satisfaction Ratings, by Customer
  • Figure 94: Pricing Satisfaction Ratings, by Customer
  • Figure 95: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 96: What are the top 3 - 5 benefits that were realized from speech analytics?
  • Figure 97: What business units are using speech analytics information?
  • Figure 98: Please tell us the top 3 - 5 strengths of your speech analytics solution
  • Figure 99: What enhancements/additional capabilities would you like to see in your speech analytics solution?
  • Figure 100: What is the biggest impact that speech analytics has had on the contact center?
  • Figure 101: Additional comments about your experience with the vendor and/or product
  • Figure 102: Price Ranges - Premise-Based Solution, 2015 vs. 2016 Comparison
  • Figure 103: Pricing for a Premise-Based Speech Analytics Solution: 250 Seats
  • Figure 104: Pricing for Speech Analytics, Cloud-Based: 250 Seats
  • Figure 105: Pricing for Speech Analytics, Managed Service: 250 Seats
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