Dublin, Oct. 23, 2017 (GLOBE NEWSWIRE) -- The "2017 - 2018 Speech Analytics Product and Market Report" report has been added to Research and Markets' offering.
A Mature Market with Substantial Opportunity The 2017 - 2018 Speech Analytics Product and Market Report, the 12th edition, provides the most comprehensive and thorough review and analysis of the competitors, products, features, pricing, payback, and trends and challenges in the speech analytics market. This edition covers 5 leading and contending vendors in-depth: Calabrio, CallMiner, NICE, SESTEK, and Verint; ZOOM International is also covered at a higher level.
The speech analytics market has reached maturity. These solutions are being used by contact centers to convert unstructured phone conversations into structured data that yields a wealth of information about customer needs and expectations. Speech analytics also uncovers enterprise-wide trends and challenges, providing tactical and strategic information that can be used to enhance all aspects of an organization, beyond the contact center.
Currently, there are two categories of speech analytics vendors in the market: a large group of competitors who sell basic applications that focus on identifying key words and phrases, and a smaller set of feature-rich solution providers who offer extensive business intelligence platforms that provide enterprise-level data The next step for speech analytics is to enter the world of data science. It's expected leading vendors will design new algorithms targeted at a variety of enterprise issues. In the future, artificial intelligence (AI) will be used to enhance the ability of speech analytics to identify issues and recommend ways to address them.
Machine learning is starting to be used to enable these solutions to quantify the impact of new trends and issues, with minimal human intervention. The opportunities and benefits are substantial for vendors and end users. Companies that take speech analytics seriously, and invest in the resources and best practices to build an effective program, are realizing significant benefits.
Key Topics Covered:
1. Executive Summary 2. Introduction 3. Research Methodology 3.1 Report Participation Criteria 4. Speech Analytics Defined 4.1 How it Works 4.2 Post-Call vs. Real-Time 4.3 Application Building Blocks 5. Speech Analytics High-Level Functional Summary 6. Speech Analytics High-Level Technical Summary 6.1 Speech Engines 6.2 Storage 6.3 System Administration 6.4 System Security 7. Service Delivery Models 7.1 Service Delivery Definitions 7.2 Vendor Service Delivery Options 8. Interaction Analytics Market Trends and Challenges 8.1 Interaction Analytics Trends 8.2 Interaction Analytics Challenges 9. Speech Analytics Market Innovation 9.1 New Product Features 9.2 Emerging Capabilities 10. Interaction Analytics is Essential for Charting the Customer Journey 10.1 What is Customer Journey Analytics? 10.2 Best Practices for Applying Findings from CJA Solutions 11. Analytics-Enabled Quality Management Automates the QM Process and Provides Omni-Channel Visibility 11.1 Best Practices for Building an AQM Program 12. Real-Time Speech Analytics Drives Real-Time Benefits 13. Market Activity Analysis 13.1 Validating Market Activity Numbers 13.2 Market Growth Rate 13.3 Speech Analytics Market Activity 14. Adoption Rate of Speech Analytics 15. Speech Analytics Market Projections 16. Speech Analytics Competitive Landscape 16.1 Speech Analytics Vendor Categories 16.2 Market Competitors 17. Speech Analytics Vendors and Solutions 17.1 Company Snapshots 17.2 Speech Analytics Go-To-Market Strategies 17.3 Vendor Offerings and Products 17.4 Packaged Offerings 18. Speech Analytics Detailed Functional Analysis 18.1 Accuracy/Tuning 18.2 Speech Recognition Capabilities 18.3 Indexing, Searches and Queries 18.4 Recording, Retrieval and Replay 18.5 Emotion Detection/Sentiment Analysis 18.6 Compliance 18.7 Reporting, Dashboards and Alerts 19. Speech Analytics Uses, Benefits and Return on Investment 20. Implementation Analysis 20.1 Implementation Process 20.2 Implementation Best Practices 20.3 Training and Professional Services 20.4 Maintenance and Support 21. Speech Analytics Vendor Satisfaction Analysis 21.1 Summary of Survey Findings and Analysis 21.2 Product Satisfaction by Category 21.3 Customer Insights 21.3.1 Business Units Using Speech Analytics 21.3.2 Applying Speech Analytics Findings 21.3.3 Strengths of Speech Analytics Solutions 21.3.4 Speech Analytics Desired Enhancements/Additional Capabilities 21.3.5 Most Important Benefit Delivered by Speech Analytics 21.3.6 Additional Comments 22. Pricing 22.1 Premise-Based 22.2 Cloud-Based 22.3 Managed Service 23. Company Reports 23.1 Calabrio 23.2 CallMiner, Inc. 23.3 NICE 23.4 SESTEK 23.5 Verint Systems 23.6 ZOOM International
For more information about this report visit https://www.researchandmarkets.com/research/7xq82z/2017_2018
CONTACT: Research and Markets Laura Wood, Senior Manager press@researchandmarkets.com For E.S.T Office Hours Call 1-917-300-0470 For U.S./CAN Toll Free Call 1-800-526-8630 For GMT Office Hours Call +353-1-416-8900 Related Topics: Natural Language Processing
