Table of Contents

DATAMONITOR VIEW

1

CATALYST

1

SUMMARY

1

METHODOLOGY

1

EXECUTIVE SUMMARY

3

Introduction

3

Speech Analytics 101 (Market Focus)

3

Understanding Opportunities in Speech Analytics (Market Focus)

4

Speech Analytics Go-To-Market Strategies (Strategy Focus)

4

Optimizing Business Processes with Speech Analytics (Strategy Focus)

5

Global Market Trends for Speech Analytics (Databook)

5

Summary

8

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

8

Contextual background

8

Recent developments

9

Uses of speech analytics

9

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

10

Financial services

10

Communications

10

Outsourcers

10

Although government will continue to be a core revenue generator for this market, the proportion of revenue from the private sector will increase

12

The market as a whole is expected to quadruple through 2010

13

UNDERSTANDING OPPORTUNITIES IN SPEECH ANALYTICS (MARKET FOCUS)

15

Summary

15

North America will be the strongest initial market for speech analytics, followed by EMEA.

15

Healthcare, travel and tourism and utilities will be promising markets for speech analytics

18

Healthcare

18

Utilities

18

Travel and tourism

19

Technology, retail, and entertainment are expected to be longer-term, smaller-scale prospects.

19

Technology

19

Retail

19

Entertainment

19

SPEECH ANALYTICS GO-TO-MARKET STRATEGIES (STRATEGY FOCUS)

22

Summary

22

Vendors should directly address the factors inhibiting pragmatist managers' investment

22

Vendors should bear in mind how their solution will be used within an organisation, and strategize accordingly

24

Vendors should carefully select complementary types of functionality with which to integrate in order to access larger markets

25

OPTIMIZING BUSINESS PROCESSES WITH SPEECH ANALYTICS (STRATEGY FOCUS)

27

Summary

27

Define a baseline and a set of goals for speech analytics deployments

27

Establish a baseline

28

SWOT Analysis: Strengths, Weaknesses, Opportunities, and Threats

29

External environment

29

Internal environment

29

Goal formulation

29

Quality monitoring goals

29

Business intelligence goals

30

Select, pilot, and deploy a solution that meshes with business needs

30

Strategy formulation

30

Implementation and deployment

31

Ongoing management

31

Reevaluate the solution and ensure that it continues to meet organizational imperatives

31

Benchmarking

31

Awareness

32

Feedback

32

GLOBAL MARKET TRENDS FOR SPEECH ANALYTICS (DATABOOK)

33

Introduction

33

Definitions

33

APPENDIX

42

Definitions

42

Ask the analyst

42

List of Tables

Table 1: Revenue and growth rates for early adopter verticals, 2005-2010

12

Table 2: Public and private sector market proportions, 2005-2010

13

Table 3: Global revenues for speech analytics, 2004-2010

14

Table 4: Global market for speech analytics by region, 2005-2010

17

Table 5: Vertical market distribution, 2005 and 2010

21

Table 6: Speech analytics definitions

33

Table 7: Global market for speech analytics, 2005-2010

34

Table 8: Global market for speech analytics by percentage

35

Table 9: APAC market for speech analytics, 2005-2010

36

Table 10: CALA market for speech analytics, 2005-2010

37

Table 11: EMEA market for speech analytics, 2005-2010

38

Table 12: North American market for speech analytics, 2005-2010

39

Table 13: Vertical market segmentation of speech analytics 2005- 2010

41

List of Figures

Figure 1: Revenues for early adopter verticals, 2005-2010

11

Figure 2: Growth rates for early adopter verticals, 2005-2010

11

Figure 3: Public and private sector market proportions, 2005 and 2010

12

Figure 4: Global revenues for speech analytics, 2005-2010

13

Figure 5: Global market for speech analytics by region, 2005-2010

17

Figure 6: Vertical market distribution, 2005

20

Figure 7: Vertical market distribution, 2010

20

Figure 8: Speech Analytics adoption curve

23

Figure 9: Steps for Deploying Speech Analytics in the Contact Center

28

Figure 10: Global market for speech analytics, 2005-2010

33

Figure 11: Global market for speech analytics by percentage

34

Figure 12: APAC market for speech analytics, 2005-2010

35

Figure 13: CALA market for speech analytics, 2005-2010

36

Figure 14: EMEA market for speech analytics, 2005-2010

37

Figure 15: North American market for speech analytics, 2005-2010

38

Figure 16: Vertical market segmentation of speech analytics, 2005

39

Figure 17: Vertical market segmentation of speech analytics, 2010

40