DMG Consulting LLC, the leading provider of contact center and real-time analytics market research and consulting services, has published the 2007 Speech Analytics Market Report. This 270-page Report, the second annual edition, is the definitive guide to this emerging market segment. This Report provides detailed information about the market, vendors, competitive landscape, technology products, functionality accuracy, ROI, pricing, market share, projections and implementation best practices. It explains why speech analytics has rapidly developed into the fastest growing application in the history of contact centers.
Speech analytics was first introduced into the contact center in 2004 and is still considered an emerging application. According to Donna Fluss, president of DMG Consulting, "within five to eight years speech analytics will become a 'must have' for enterprises as it is the only solution that gives them insights into customer needs and wants in real and near real time." Speech analytics solutions are implemented in the contact center where it analyzes customer conversations, but provides benefits to the entire enterprise. This Report examines the technical and business opportunities and challenges involved in implementing these applications and provides best practices and guidance for making these applications work for your enterprise.
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