Decision Matrix: Selecting a Speech Analytics Vendor

June 2010 | 38 pages | ID: D781EA26049EN
Ovum

Abstracts

This report explores the competitive dynamics within the contact center speech analytics market, and helps businesses select a vendor based on its technology strength, reputation among customers, and impact on the market. Ovum provides a complete view of vendor capabilities and advises on those that businesses should explore, consider and – most importantly – shortlist.

Contents

Executive summary
In a nutshell
Ovum view
Introduction
Speech analytics defined
Competitor landscape
The leading speech analytics vendors include both suite WOTs vendors and point solution players
Each vendor uses a different approach to technology
Calabrio, CallCopy, and Envision are recent entrants to the market
As the market matures there are opportunities for niche consulting firms
The market is likely to become more competitive as it grows
Decision Matrix
The speech analytics Decision Matrix
Market leaders: NICE, Verint
The challengers: Nexidia, UTOPY
The prospects: Calabrio, CallCopy, Envision
Market leaders
The leaders’ radars
Market leaders: technology assessment
Market leaders: end-user sentiment
Market leaders: market impact
Vendor analysis
Calabrio: speech analytics profile
Recommendation: explore
CallCopy: speech analytics profile
Recommendation: explore
Envision: speech analytics profile
Recommendation: explore
Nexidia: speech analytics radars
Recommendation: consider
NICE: speech analytics radars
Recommendation: shortlist
UTOPY: speech analytics radars
Recommendation: consider
Verint Systems: speech analytics radars
Recommendation: shortlist
Core technology provider
Aurix: speech analytics radars
Other notable speech analytics providers
Autonomy etalk
CallMiner
Summary
Appendix
Further reading
Definitions
Summary scores
Ovum ratings
Extended methodology
Technology assessment
End-user sentiment
Market impact
Sources

List Of Tables

LIST OF TABLES

Table 1: The leading speech analytics vendors
Table 2: Speech analytics vendors Decision Matrix
Table 3: Speech analytics Decision Matrix: vendor scores summary

List Of Figures

LIST OF FIGURES

Figure 1: Speech analytics Decision Matrix
Figure 2: Market leaders analysis: technology assessment
Figure 3: Market leaders analysis: end-user sentiment
Figure 4: Market leaders analysis: market impact
Figure 5: Nexidia radars
Figure 6: NICE radars
Figure 7: UTOPY radars
Figure 8: Verint radars
Figure 9: Aurix radars