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スピーチアナリティクス (SA) の製品・市場分析

2018 - 2019 Speech Analytics Product and Market Report

発行 DMG Consulting LLC 商品コード 368683
出版日 ページ情報 英文
納期: 即日から翌営業日
価格
本日の銀行送金レート: 1USD=110.75円で換算しております。
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スピーチアナリティクス (SA) の製品・市場分析 2018 - 2019 Speech Analytics Product and Market Report
出版日: 2018年09月26日 ページ情報: 英文
概要

当レポートでは、スピーチアナリティクスの製品および市場を調査し、製品・技術の概要、ソリューションの各種デリバリーモデル、主要市場動向と課題、市場における主なイノベーション、主要ベンダーと提供ソリューション、詳細機能とその分析、利用事例・メリット・ROI、消費者の考えとベンダーへの満足度の分析などをまとめています。

第1章 エグゼクティブサマリー

第2章 イントロダクション

第3章 調査手法

第4章 スピーチアナリティクスの定義

  • 仕組み
  • ポストコール (過去の通話記録) vs. リアルタイム
  • アプリケーションの構成要素

第5章 スピーチアナリティクスのハイレベル機能サマリー

第6章 スピーチアナリティクスのハイレベル技術サマリー

  • スピーチエンジン
  • ストレージ
  • システムアドミニストレーション
  • システムセキュリティ

第7章 サービスデリバリーモデル

  • DMGのサービスデリバリーの定義
  • ベンダーのサービスデリバリーオプション

第8章 スピーチアナリティクス市場の動向・課題

  • 動向
  • 課題

第9章 スピーチアナリティクス市場におけるイノベーション

  • 新製品の特長
  • 新しい機能

第10章 カスタマージャーニーの計画に不可欠なインタラクションアナリティクス

  • カスタマージャーニーアナリティクスとは?
  • CJAソリューションから得た結果を適用するためのベストプラクティス

第11章 アナリティクス対応の品質管理がQMプロセスを自動化し、オムニチャネルビジビリティを提供

  • AQMプログラム構築のためのベストプラクティス

第12章 リアルタイムスピーチアナリティクスがリアルタイムのメリットを促進

第13章 市場活動の分析

  • 市場活動の件数の検証
  • 市場成長率
  • 市場活動

第14章 スピーチアナリティクスの導入率

第15章 スピーチアナリティクス市場の予測

  • 競合情勢
    • ベンダーの分類
  • 競合事業者

第17章 スピーチアナリティクスベンダー・ソリューション

  • 企業概要
  • 市場参入戦略
  • ベンダーが提供するサービス・製品
  • パッケージ製品

第18章 スピーチアナリティクスの詳細機能分析

  • 精度/調整
  • 音声認識機能
  • インデックス化・検索・クエリー
  • 録音・検索・再生
  • 感情検知/感情分析
  • コンプライアンス
  • レポーティング・ダッシュボード・アラート

第19章 スピーチアナリティクスの利用事例・メリット・ROI

第20章 実装に関する分析

  • 実装プロセス
  • 実装のベストプラクティス
  • トレーニング & プロフェッショナルサービス
  • メンテナンス・サポート

第21章 ベンダーへの満足度の分析

  • 調査結果のサマリーおよび分析
  • 製品満足度:カテゴリー別
  • 顧客の考察

第22章 価格

  • プレミスベース
  • クラウドベース
  • マネージドサービス

第23章 企業レポート

  • Calabrio
  • CallMiner, Inc.
  • inContact, Inc.
  • NICE
  • SESTEK
  • Verint Systems
  • ZOOM International

付録:ベンダーディレクトリー

図表

目次

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.

Over a decade of unparalleled coverage

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.

Report includes:

  • Speech analytics defined: how it works, post-call versus real-time speech analytics, and the functional building blocks and speech engines that enable speech analytics solutions
  • Overview of speech analytics fundamentals: data capture, recognition, audio mining, indexing, search and queries, tuning and accuracy, output and reporting
  • Market trends and challenges that are driving investments and influencing the direction of vendor research and development (R&D)
  • A look at new product features and a preview of enhancements that the vendors plan to deliver in the next 12 - 18 months
  • Discussion of how artificial intelligence (AI) and machine learning technologies are enhancing speech analytics capabilities
  • Explanation of how analytics-enabled quality management (AQM) is being leveraged for automated omni-channel quality management
  • Examination of how interaction analytics is an essential contributor to understanding and improving the customer journey
  • How real-time speech analytics is transforming the customer and agent experience
  • Speech analytics vendor market activity and 5-year projections
  • Overview of the 8 featured speech analytics vendors, including company snapshots, go-to-market strategies, product offerings and packaged/verticalized applications
  • Detailed comparative analyses of the key functional capabilities of the 8 featured speech analytics solutions
  • Speech analytics benefits and return on investment (ROI) analysis
  • Implementation analysis, including vendor methodology, best practices, training and professional services, and maintenance and support
  • Comprehensive customer satisfaction survey results that measure and rank vendor approval ratings across 15 product components and 10 vendor categories
  • Detailed pricing comparison and analysis for on-premise, cloud and managed service speech analytics solutions
  • Detailed company reports for the 8 speech analytics vendors, analyzing their products, functionality and future product development plans
  • Comprehensive Speech Analytics Vendor Directory

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

4. 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. 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. Speech Analytics Trends

7. Speech Analytics Challenges

8. Speech Analytics Market Innovation

  • 8.1. New Product Features
  • 8.2. Emerging Capabilities

9. Supercharging Speech Analytics with AI

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

  • 10.1. Vendor AQM Capabilities

11. Interaction Analytics for the Omni-Channel Customer Journey

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

13. Speech Analytics 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

17. Vendors and Solutions

  • 17.1. Company Snapshot
  • 17.2. Vendor Offerings and Products
  • 17.3. Packaged Offerings

18. High-Level Technical Analysis

  • 18.1. Technical Components Summary
  • 18.2. System Administration
  • 18.3. System Security

19. Speech Analytics Uses, Benefits and Return on Investment

  • 19.1. Compliance

20. Implementation Analysis

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. Biggest Impact Delivered by Speech Analytics
    • 21.3.6. Additional Comments

22. Pricing

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

23. 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

TABLE OF FIGURES

  • Figure 1: What is Speech Analytics?
  • Figure 2: Post-Call vs. Real-Time Speech Analytics Use Cases
  • Figure 3: Speech Analytics Technology Building Blocks
  • Figure 4.1: Speech Analytics Engine
  • Figure 4.2: Speech Analytics Engine
  • Figure 5.1: Capture
  • Figure 5.2: Capture
  • Figure 6.1: Speech Recognition
  • Figure 6.2: Speech Recognition
  • Figure 7.1: Audio Mining
  • Figure 7.2: Audio Mining
  • Figure 8.1: Indexing, Search and Queries
  • Figure 8.2: Indexing, Search and Queries
  • Figure 9.1: Tuning and Accuracy
  • Figure 9.2: Tuning and Accuracy
  • Figure 10.1: Output
  • Figure 10.2: Output
  • Figure 11.1: Dashboards and Reporting
  • Figure 11.2: Dashboards and Reporting
  • Figure 12: 2018 Speech Analytics Trends
  • Figure 13: 2018 Speech Analytics Market Challenges
  • Figure 14: New Product Features, by Vendor
  • Figure 15: Future Enhancements, by Category
  • Figure 16: AI Demystified
  • Figure 17.1: Artificial Intelligence (AI) and Machine Learning
  • Figure 17.2: Artificial Intelligence (AI) and Machine Learning
  • Figure 18: Analytics-Enabled QM
  • Figure 19.1: Analytics-Enabled Quality Management (AQM)
  • Figure 19.2: Analytics-Enabled Quality Management (AQM)
  • Figure 20.1: Business Intelligence
  • Figure 20.2: Business Intelligence
  • Figure 21.1: Real-Time Speech Analytics
  • Figure 21.2: Real-Time Speech Analytics
  • Figure 22: Contact Center Speech Analytics Seats and Percent Growth 2007 - 2017 (end of June 2018), in Thousands
  • Figure 23: Speech Analytics Seat Trend Detail by Geography, 2007 - 2017
  • Figure 24: Speech Analytics Activity, as of June 30, 2018
  • Figure 25: Speech Analytics Market Share Based on Seats, as of June 2018
  • Figure 26: Speech Analytics Customers and Seats by Vendor, 2016 vs. 2017
  • Figure 27: Speech Analytics Customer Trends by Vendor, 2011 - 2017
  • Figure 28: Speech Analytics Customer Trends by Vendor, 2011 - 2017
  • Figure 29: Speech Analytics Seat Trends by Vendor, 2011 - 2017
  • Figure 30: Speech Analytics Seat Trends by Vendor, 2011 - 2017
  • Figure 31: Speech Analytics Contact Center Adoption Rate, 2007 - 2017
  • Figure 32: Speech Analytics Market Growth Rate Projections Based on Seats, 2018 - 2022
  • Figure 33: Speech Analytics Competitive Landscape
  • Figure 34.1: Company Information as of June 30, 2018
  • Figure 34.2: Company Information as of June 30, 2018
  • Figure 35: Product Information
  • Figure 36.1: Packaged/Verticalized Offerings
  • Figure 36.2: Packaged/Verticalized Offerings
  • Figure 37.1: High-Level Technical Summary
  • Figure 37.2: High-Level Technical Summary
  • Figure 38: Technical Components Summary
  • Figure 39.1: Administration/System Configuration Environment
  • Figure 39.2: Administration/System Configuration Environment
  • Figure 40.1: Security
  • Figure 40.2: Security
  • Figure 41.1: Speech Analytics Uses, Benefits and ROI
  • Figure 41.2: Speech Analytics Uses, Benefits and ROI
  • Figure 42.1: Compliance
  • Figure 42.2: Compliance
  • Figure 43.1: Speech Analytics Implementation Analysis
  • Figure 43.2: Speech Analytics Implementation Analysis
  • Figure 44: Customer Survey Rating Categories
  • Figure 45: Average Satisfaction Ratings, by Category
  • Figure 46: Current Product Satisfaction Ratings, by Customer
  • Figure 47: Implementation Satisfaction Ratings, by Customer
  • Figure 48: Training/Workshops Satisfaction Ratings, by Customer
  • Figure 49: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 50: Professional Services Satisfaction Ratings, by Customer
  • Figure 51: Innovation Satisfaction Ratings, by Customer
  • Figure 52: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 53: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 54: Pricing Satisfaction Ratings, by Customer
  • Figure 55: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 56: Product Satisfaction Ratings, by Category
  • Figure 57: Usability/Ease of Ongoing Use and Program Maintenance Satisfaction Ratings, by Customer
  • Figure 58: Audio Mining Capabilities (speaker separation, talk/silence analysis, emotion detection/sentiment analysis, etc.) Satisfaction Ratings, by Customer
  • Figure 59: Call Categorization and Analysis Capabilities Satisfaction Ratings, by Customer
  • Figure 60: Ability to Efficiently Drill to Relevant and Actionable Data (time to insight) Satisfaction Ratings, by Customer
  • Figure 61: Ability to Discover Unknown Issues and Breaking Trends Satisfaction Ratings, by Customer
  • Figure 62: Ability to Automatically Identify the Root Cause of Issues Satisfaction Ratings, by Customer
  • Figure 63: Ability to Recommend Ways to Address Issues in Real Time Satisfaction Ratings, by Customer
  • Figure 64: Ability to Leverage Artificial Intelligence and Machine Learning to Enhance Findings Satisfaction Ratings, by Customer
  • Figure 65: Ability to Support Omni-Channel (voice and digital) Analysis Satisfaction Ratings, by Customer
  • Figure 66: Ability to Deliver Results that Provide Quantifiable Business Value Satisfaction Ratings, by Customer
  • Figure 67: Ability to Improve Regulatory Compliance Satisfaction Ratings, by Customer
  • Figure 68: Analytics-Enabled Quality Management Capabilities Satisfaction Ratings, by Customer
  • Figure 69: Dashboards, Reporting and Analytics Satisfaction Ratings, by Customer
  • Figure 70: Business Intelligence Capabilities Satisfaction Ratings, by Customer
  • Figure 71: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 72: What business units are using speech analytics findings?
  • Figure 73: What were the top 3 - 5 business issues you are solving with speech analytics?
  • Figure 74: What are the top 3 - 5 strengths of your speech analytics solution?
  • Figure 75: What enhancements/additional capabilities would you like to see in your speech analytics solution?
  • Figure 76: What is the biggest impact that speech analytics has delivered for your company?
  • Figure 77: Additional comments about your experience with the vendor and/or product
  • Figure 78.1: Pricing for a Premise-Based Speech Analytics Solution
  • Figure 78.2: Pricing for a Premise-Based Speech Analytics Solution
  • Figure 79.1: Pricing for a 250-Seat Cloud-Based Speech Analytics Solution
  • Figure 79.2: Pricing for a 250-Seat Cloud-Based Speech Analytics Solution
  • Figure 80: Pricing for a 250-Seat Managed Service Speech Analytics Solution
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