Market Research Report
2018 - 2019 Speech Analytics Product and Market Report
|Published by||DMG Consulting LLC||Product code||368683|
Delivery time: 1-2 business days
|2018 - 2019 Speech Analytics Product and Market Report|
|Published: September 26, 2018||Content info:||
Innovation is recharging the mature speech analytics market. Advanced AI-enabled technologies, including supervised, semi-supervised and unsupervised machine learning, as well as predictive analytics, are being added to speech analytics offerings. These enhancements are fueling interest in speech analytics and accelerating sales of new and replacement solutions.
Enterprises are seeking tools to help them understand and address customer needs more quickly and accurately. Today's speech analytics solutions give enterprises valuable first-hand access to the voice of the customer (VoC). Speech and text analytics provide essential input into the customer journey analytics (CJA) process by capturing and converting spoken and written interactions into structured data for analysis. The derived insights can help identify the actions required to expedite resolution of customer challenges, minimize impacts, and enhance the customer experience and relationship with the enterprise. The result is a better understanding of customer preferences, the ability to anticipate customer behavior and needs, more successful and satisfying transactions, and a personalized customer journey.
Real-time speech analytics can mitigate liability risks and guide interactions to results that are mutually beneficial for the enterprise and the customer. Agents can receive reminders about required disclosures, identify potential fraud before they release confidential customer information, and receive guidance in the moment to recommend the right product or service to the customer. Real-time speech analytics will increasingly play an essential role in understanding customer preferences and anticipating the best approaches to meeting their needs.
The ‘2018 - 2019 Speech Analytics Product and Market Report’, our 13th annual 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. It explores customer satisfaction with vendors and solutions, and offers implementation and operational best practices.
There are significant differences among the speech and text analytics offerings in the market. The 2018-2019 edition of the Report covers 8 leading and contending vendors in-depth: Calabrio, CallMiner, NICE, OnviSource, SESTEK, Verint, Voci and VoiceBase. The Report is designed to enable end-user organizations to understand this complex market and make the right choice of product and partner for their unique environment, and realize an ongoing return on their investment.