Understanding Opportunities in Speech Analytics (Market Focus)

• Regional sizing for the global market for speech analytics solutions.
• Draws from existing Datamonitor research on agent positions, CRM, and quality monitoring, as well as in-depth interviews with 12 vendors in the market
• Analysis on the adoption curve for speech analytics technology.

• Identify regional opportunities in a nascent market.
• Gain an understanding of the key uses of speech analytics by vertical.
• Understand what is motivating early adopters in this industry.

DATAMONITOR VIEW

CATALYST

SUMMARY

METHODOLOGY

ANALYSIS

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

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

Healthcare

Utilities

Travel and tourism

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

Technology

Retail:

Entertainment

ACTIONS

As the market matures, verticalize sales strategy.

When adoption moves into later stages, target the North American and EMEA markets as leaders for the more sophisticated functions of speech analytics

Pursue opportunities for quality monitoring in the offshore destinations handling mass-market calls, such as India and the Philippines.

APPENDIX

Definitions

Further reading

Ask the analyst

List of Tables

Table 1: Global market for speech analytics by region, 2005-2010

Table 2: Vertical market distribution, 2005 and 2010

List of Figures

Figure 1: Global market for speech analytics by region, 2005-2010

Figure 2: Vertical market distribution, 2005

Figure 3: Vertical market distribution, 2010