Abstract
Overview
Introduction
This report combines all four briefs and a databook for the Speech Applications theme for 2006. It provides a global overview of the major types of speech applications, examines deployment options, and drills down in order to give a precise picture of trends and drivers within each sector.
Scope
- Understanding the Market for Hosted Speech Applications (Strategy Focus)
- Profiting from Speech Applications in the Service Provider Market (Market Focus)
- Profiting from Contact Center Management Speech Applications (Strategy Focus)
- Profiting from Information Provision and Transactional Speech Applications (Market Focus)
Report Highlights
The hosted applications section examines an increasingly flexible deployment environment, while the service provider brief provides insight into how speech applications are used among telcos.
The report concludes with a brief on contact management, and one on transactional and information provision applications, delivering a concise picture of trends in application functions.
A databook showcasing relevant data from the interactive model is also included.
Reasons to Purchase
- Understand the speech applications sector in detail
- Identify key trends in multiple sectors
- Isolate opportunities in an expanding market
Table of Contents
- DATAMONITOR VIEW
- CATALYST
- SUMMARY
- METHODOLOGY
- EXECUTIVE SUMMARY
- Introduction
- Understanding the Market for Hosted Speech Applications (Strategy Focus)
- Profiting from Speech Applications in the Service Provider Market (Market Focus)
- Profiting from Contact Management Speech Applications (Strategy Focus)
- Profiting from Information Provision and Transactional Speech Applications (Market Focus)
- Global Market Trends for Speech Applications (Databook)
- UNDERSTANDING THE MARKET FOR HOSTED SPEECH APPLICATIONS (STRATEGY FOCUS)
- Summary
- Introduction of flexible deployment options
- The impact of new deployment options in the vendor landscape
- Spending on hosted speech applications in the North American
enterprise and service provider markets
- Spending trends in enterprise and service provider markets
- Introduction of strategic and tactical pricing models
- Leveraging pre-built components
- PROFITING FROM SPEECH APPLICATIONS IN THE SERVER PROVIDER MARKET(MARKET
FOCUS)
- Summary
- Purchasing cycles will accelerate as the dust settles from heavy
consolidation among US carrier businesses
- Spending on speech applications will ramp up through 2010
- Service providers stand to generate more revenue from automating directory assistance services and introducing new voice portals
- Commoditization of minutes and coverage means differentiators are shifting towards content delivery
- PROFITING FROM CONTACT MANAGEMENT SPEECH APPLICATIONS (MARKET FOCUS)
- Summary
- Increasing call volumes in contact centers
- The need to automate call routing functions
- Spending on contact management speech applications is growing
- NLU call routing
- Basic call routing
- Other
- The size of speech implementations among installed base customers is
growing
- Benchmarked success with existing speech applications
- Best practices in NLU call routing design and deployment are improving
- Actions
- PROFITING FROM INFORMATION PROVISION AND TRANSACTIONAL APPLICATIONS
(MARKET FOCUS)
- Summary
- Enterprises' strong desire to increase automation rates in the contact
center to reduce costs
- Taxonomy for speech applications
- Increasing visibility of speech technology and its business benefits
- Spending on information provision and transactional speech applications is growing
- Shifting patterns in speech application spending
- Declining price points and growing deployment options
- Open-standards
- Pre-built modules and components
- Hosted and premise-based managed services
- Development tools and application frameworks
- Actions
- GLOBAL MARKET TRENDS FOR SPEECH APPLICATIONS (DATABOOK)
- Introduction
- Definitions
- Market opportunities
- Introduction
- APPENDIX
- Definitions
- Contact centers
- Dual tone multi-frequency (DTMF)
- Interactive voice response (IVR)
- Natural language understanding (NLU)
- Open-standards
- Further reading
- Ask the analyst
- List of Tables
- Table 1: Global spending on hosted speech applications and tuning, 2005-2010
- Table 2: Global spending on service provider speech applications, 2005-2010
- Table 3: Global spending on speech applications by type
- Table 4: Respondents' average monthly call volumes in North America and Western Europe , 2004 - 2006
- Table 5: Respondents' views on contact center call automation, 2006
- Table 6: Spending on contact management speech applications, 2005-2010
- Table 7: Respondents' views on contact center call automation, 2006
- Table 8: Spending on information provision and transactional speech applications, 2005-2010
- Table 9: Shifting patterns in speech application spending, 2005-2010
- Table 10: Category definitions
- Table 11: Total spending on speech applications, 2005-2010
- Table 12: Spending on contact management speech applications, 2005-2010
- Table 13: Spending on Information provision/Contact management/Transactional capabilities speech applications, 2005-2010
- Table 14: Vertical market segmentation of speech applications 2005-2010
- Table 15: Speech application revenues by segment 2005-2010
- List of Figures
- Figure 1: Global spending on hosted speech applications and tuning, 2005-2010
- Figure 2: Enterprise and service provider splits for hosted speech applications and tuning, 2005-2010
- Figure 3: Global spending on service provider speech applications, 2005-2010
- Figure 4: Global spending on speech applications by type, 2005-2010
- Figure 5: The benefits speech brings to service providers
- Figure 6: Respondents' average monthly call volumes in North America and Western Europe , 2004 - 2006
- Figure 7: Respondents' views on contact center call automation, 2006
- Figure 8: Spending on contact management speech applications, 2005-2010
- Figure 9: Respondents' views on contact center call automation, 2006
- Figure 10: Taxonomy for speech applications
- Figure 11: Snapshot of DTMF and speech applications
- Figure 12: Spending on information provision and transactional speech applications, 2005-2010
- Figure 13: Shifting patterns in speech application spending, 2005-2010
- Figure 14: Total spending on speech applications, 2005-2010
- Figure 15: Spending on contact management speech applications, 2005-2010
- Figure 16: Spending on Information provision/Contact management/Transactional capabilities speech applications, 2005-2010
- Figure 17: Vertical market segmentation of speech applications, 2005
- Figure 18: Vertical market segmentation of speech applications, 2010
- Figure 19: Speech application revenues by segment 2005-2010
- Definitions
