Global Speech Analytics Product and Market 2018-2019: Analysis of the Competitors, Products, Features, Pricing, Payback, and Trends and Challenges

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DUBLIN, Sept. 27, 2018 /PRNewswire/ —

The “2018 – 2019 Speech Analytics Product and Market Report” report has been added to’s offering.

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. 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.

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.

An essential application for reimagining the service experience

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.

Key Topics Covered:

1.0 Executive Summary

2.0 Introduction

3.0 Research Methodology

4.0 Speech Analytics Defined

4.1 How it Works
4.2 Post-Call vs Real-Time
4.3 Application Building Blocks
4.4 Speech Engines

5.0 Speech Analytics Process Fundamentals

5.1 Capture
5.2 Speech Recognition
5.3 Audio Mining
5.4 Indexing, Search and Queries
5.5 Tuning and Accuracy
5.6 Output
5.7 Reporting, Dashboards and Alerts

6.0 Speech Analytics Trends

7.0 Speech Analytics Challenges

8.0 Speech Analytics Market Innovation

8.1 New Product Features
8.2 Emerging Capabilities

9.0 Supercharging Speech Analytics with AI

10.0 Analytics-Enabled Quality Management (AQM): 100% Proof

10.1 Vendor AQM Capabilities

11.0 Interaction Analytics for the Omni-Channel Customer Journey

12.0 Real-Time Speech Anaytics: Speech Analytics at the Speed of Sound

13.0 Speech Analytics Market Activity Analysis

13.1 Validating Market Activity Numbers
13.2 Market Growth Rate
13.3 Speech Analytics Market Activity

14.0 Adoption Rate of Speech Analytics

15.0 Speech Analytics Market Projections

16.0 Speech Analytics Competitive Landscape

17.0 Vendors and Solutions

17.1 Company Snapshot
17.2 Vendor Offerings and Products
17.3 Packaged Offerings

18.0 High-Level Technical Analysis

18.1 Technical Components Summary
18.2 System Administration
18.3 System Security

19.0 Speech Analytics Uses, Benefits and Return on Investment

19.1 Compliance

20.0 Implementation Analysis

21.0 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 Biggest Impact Delivered by Speech Analytics
21.3.6 Additional Comments

22.0 Pricing

22.1 Premise-Based Pricing
22.2 Cloud-Based Pricing
22.3 Managed Service Pricing

23.0 Company Reports

23.1 Calabrio Inc.
23.2 CallMiner, Inc.
23.3 NICE
23.4 OnviSource
23.5 SESTEK, Inc.
23.6 Verint Systems
23.7 Voci Technologies, Inc.
23.8 VoiceBase, Inc.

Appendix: Speech Analytics Vendor Directory

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