The speech analytics platform allows contact center agents to identify, categorize, and analyze live and recorded customers’ voice calls by utilizing speech recognition and audio mining software to find relevant information and provide quality assurance. Further, the platform identifies audio patterns, words, and phonetics to detect significant emotions- happiness, stress, sadness, and anger in the speaker’s voice.
Speech analytics provides transcribing of real-time and historic voice calls to provide searchable and actionable data. It also supervises agents when the situation needs to be escalated based on callers’ tone while identifying changes in their emotions. It utilizes speech recognition software to analyze and convert data from the voice calls into a series of phonetic sounds. The results of the speech analytics provide indexed and searchable data that can be searched through query engine tools. Further, it also allows to view the performed analysis on a dashboard and generate relevant reports that help users drill down into filter results.
Quadrant Knowledge Solutions’ speech analytics market research includes detailed global market analysis, comprising of short-term and long-term growth opportunities, emerging technology trends, market trends, and future market outlook. The study provides a comprehensive market forecast analysis of the global market and the overall market adoption rate. It aims to provide strategic information for technology vendors to enhance their understanding of the market and support their growth strategies by evaluating different vendors’ capabilities, competitive differentiation, and market position.
The research includes detailed competition analysis and vendor evaluation with the proprietary SPARK Matrix analysis. The SPARK Matrix includes ranking and positioning of the leading speech analytics vendors with a global impact, including – Almawave, Avaya, CallMiner, Chorus.ai, Clarabridge, Cogito, Dialpad, Genesys, Invoca, NICE Nexidia, OpenText, Plum Voice, Prodigal, Salesken, Talkdesk, Tethr, and Verint.
According to Sofia Ali, Analyst at Quadrant Knowledge Solutions, “The speech analytics vendors continue to strengthen their capabilities and leverage their emerging technology trends by – including automatic monitoring of real-time & historical voice conversations, embedding AI to understand and predict complex data sets and detecting silent time, vocal emotions, and overtalks. The speech analytics vendors are also making significant investments towards enhancing the business analysis and consumer interactions analysis capabilities in real-time, using natural language processing technology combined with AI/ML.”
2022 Speech Analytics SPARK Matrix
Source: Quadrant Knowledge Solutions
Table of Contents
- Key Research Findings
Market Overview and Technology Trends
Factors Influencing Technology Development and Market Growth
Market Adoption Trends
Competition Landscape and Analysis
- Competitive Overview and Analysis
- Key Competitive Factors and Technology Differentiators
SPARK Matrix™: Speech Analytics
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