DUBLIN, October 23, 2017 /PRNewswire/ —

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/vjbdtl/2017_2018

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