Speech Analytics in Contact Centers - Market Insight

Publication Date	January 2008
Publisher	Frost & Sullivan
Product Type	Report
Pages
ISBN Number	not applicable
Product Code	FRS00187

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Summary

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.

Content

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