Decision Matrix: selecting a speech applications vendor in North America

November 2009 | 49 pages | ID: D458E02F678EN
Ovum

Abstracts

As value in enterprise speech solutions accrues at the application level, this decision matrix focuses solely on providers of enterprise speech applications. It explores the competitive dynamics with the industry and helps enterprises searching for speech applications, and vendors looking for partners, select a provider based on technological strength, customer reputation, and impact in the market. Ovum provides a view of vendor capabilities and advises on those that should be explored, considered, and shortlisted.

Contents

EXECUTIVE SUMMARY
IN A NUTSHELL
OVUM VIEW
KEY MESSAGES
MARKET DEVELOPMENTS
APPLICATIONS RANGE FROM OFF-THE-SHELF TO CUSTOM-BUILT
PACKAGED APPLICATIONS
CONFIGURABLE PACKAGES
CUSTOM-DEVELOPED APPLICATIONS
MARKET TRENDS
ENTERPRISE FOCUS IS ON CUSTOMER RETENTION AND ON CUTTING COSTS BY INCREASING AUTOMATION
CONTINUING CONSOLIDATION IN SPEECH-RELATED INDUSTRIES
LEAPING THE CHASM
STALLED GROWTH IN SPEECH
CUSTOMER TRENDS
ACCLIMATION, SHIFTING DEMOGRAPHICS, AND ALTERNATIVE CHANNELS INFLUENCE CUSTOMER ACCEPTANCE
ACCLIMATION TO SPEECH RECOGNITION
SHIFTING CUSTOMER DEMOGRAPHICS
EMERGENCE OF NEW COMMUNICATION CHANNELS
THE SPEECH APPLICATIONS DECISION MATRIX
EIGHT VENDORS ASSESSED ACCORDING TO TECHNICAL, MARKET, AND CUSTOMER SCORES
MARKET LEADERS: CONVERGYS, NUANCE, TELLME, AND VOXIFY
THE CHALLENGERS: ANGEL.COM, AVAYA, AND TUVOX
THE PROSPECT: METAPHOR SOLUTIONS
MARKET LEADERS
SHORTLIST VENDORS SCORE CONSISTENLY HIGH ON TECHNOLOGY, END-USER SENTIMENT
MARKET LEADERS: TECHNOLOGY ASSESSMENT
MARKET LEADERS: END-USER SENTIMENT
VENDOR ANALYSIS
ANGEL.COM: SPEECH APPLICATIONS RADARS
RECOMMENDATION: CONSIDER
AVAYA: SPEECH APPLICATIONS RADARS
RECOMMENDATION: CONSIDER
CONVERGYS: SPEECH APPLICATIONS RADARS
METAPHOR SOLUTIONS: SPEECH APPLICATIONS RADARS
RECOMMENDATION: EXPLORE
NUANCE COMMUNICATIONS: SPEECH APPLICATIONS RADARS
RECOMMENDATION: SHORTLIST
TELLME: SPEECH APPLICATIONS RADARS
RECOMMENDATION: SHORTLIST
TUVOX: SPEECH APPLICATIONS RADARS
RECOMMENDATION: CONSIDER
VOXIFY: SPEECH APPLICATIONS RADARS
RECOMMENDATION: SHORTLIST
OTHER NOTABLE PROVIDERS OF SPEECH APPLICATIONS
ASPECT
CONTACT SOLUTIONS
SPEECHCYCLE
SYNTELLECT
VOLTDELTA
WEST INTERACTIVE
SUMMARY: SPEECH APPLICATIONS ARE PART OF A GREATER END-TO-END SOLUTION
VENDORS THAT OFFER A VARIETY OF DEPLOYMENT MODELS AND FLEXIBLE PRICING WILL WIN FAVOR IN TOUGH ECONOMIC TIMES
APPENDIX
DEFINITIONS
APPLICATIONS
CONTACT CENTER
EXTENDED METHODOLOGY
END-USER SENTIMENT
TECHNOLOGY ASSESSMENT
ASK THE ANALYST

List Of Tables

LIST OF TABLES

Table 1: Speech applications providers (in alphabetical order)
Table 2: The speech applications decision matrix

List Of Figures

LIST OF FIGURES

Figure 1: The voice business value chain
Figure 2: Speech applications breakdown
Figure 3: Leaping the chasm
Figure 4: Shifting demographics in customer self-service
Figure 5: Speech applications vendors across various enterprise sizebands
Figure 6: Speech applications delivery options
Figure 7: The speech applications decision matrix
Figure 8: Market leaders analysis: technology assessment
Figure 9: Market leaders analysis: end-user sentiment
Figure 10: Customer survey responses
Figure 11: Angel.com speech applications radars
Figure 12: Avaya speech applications radars
Figure 13: Convergys speech applications radars
Figure 14: Metaphor Solutions speech applications radars
Figure 15: Nuance Communications speech applications radars
Figure 16: Tellme speech applications radars
Figure 17: TuVox speech applications radars
Figure 18: Voxify speech applications radars