| Introduction
Speech analytics is moving from a tool for governmental intelligence work to a commercially viable proposition in customer service.
Scope of this report
- Global sizing and growth rates for 4 key verticals and the market as a whole
- Draws from existing Datamonitor research on agent positions, CRM, and quality monitoring, as well as in-depth interviews with 12 vendors in the market
Research and analysis highlights
Speech analytics is not a disruptive technology, but a natural extension of trends within the customer-centric enterprise
Outsourcers, financial services vendors, and communications firms have powerful incentives to adopt speech analytics as a QM solution
Although government will continue to be a core revenue generator for this market, the proportion of revenue from the private sector will significantly increase
Key reasons to read this report
- Identify strategic opportunities in a nascent market
- Gain an understanding of the key uses of speech analytics
- Understand what is motivating early adopters in this industry
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