Speech Analytics in Contact Centers - Market Insight

Published by: Frost & Sullivan

Published: Jan. 4, 2008 - 19 Pages

Table of Contents

1 SPEECH ANALYTICS IN CONTACT CENTERS

Introduction

Introduction

Definitions and Background

Defining Analytics in Contact Centers

Putting the Speech in Analytics

Historical Background

Market Picture

Market Overview

Product Offerings

The Benefits Case

Challenges in the Marketplace

Critical Success Factors

Common Elements of Successful Deployments

Partnerships Across the Industry

Competitive Positioning

Abstract

This market insight examines the background behind the emergence of speech analytics tools in contact centers. This research study defines speech analytics, lays out the arguments for using speech analytics in contact centers, and discusses how the market landscape that exists today will affect future adoption of this very new technology.

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