Product Type: Market Research Report
Published by: Datamonitor
Published: April 2006
Product Code: R313-15770Description 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
Table of Contents - DATAMONITOR VIEW
- CATALYST
- SUMMARY
- METHODOLOGY
- ANALYSIS
- Speech analytics is not a disruptive technology, but a natural extension of trends within the customer-centric enterprise
- Contextual background
- Recent developments
- Uses of speech analytics
- Outsourcers, financial services institutions and communications firms have powerful incentives to adopt speech analytics as a QM solution
- Financial services
- Communications
- Outsourcers
- Although government will continue to be a core revenue generator for this market, the proportion of revenue from the private sector will increase
- The market as a whole is expected to quadruple through 2010
- APPENDIX
- Ask the analyst
- List of Tables
- Table 1: Revenue and growth rates for early adopter verticals, 2005-2010
- Table 2: Public and private sector market proportions, 2005-2010
- Table 3: Global revenues for speech analytics, 2004-2010
- List of Figures
- Figure 1: Revenues for early adopter verticals, 2005-2010
- Figure 2: Growth rates for early adopter verticals, 2005-2010
- Figure 3: Public and private sector market proportions, 2005 and 2010
- Figure 4: Global revenues for speech analytics, 2005-2010
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