Studie - Leading Speech Applications That Will Unlock Enterprise Budgets (Strategic Focus)

Introduction

Network-based speech applications represent the bulk of investments for speech solutions in today's competitive environment. Speech applications are becoming highly sophisticated with the increasing adoption of voice verification, NLU and personalization technologies. This theme will analyze key areas for growth in network-based speech applications in the enterprise environment.

Scope

*Analyzes the key trends, drivers and inhibitors for speech applications.

*Provides market spending forecast for speech applications from 2007 - 2013.

*Discusses the future trends and provides recommendations for vendors.

Highlights

As enterprises feel the pressure to cut costs, they also need to retain the customers they already have. The drive for increased personalization will push the uptake of speech, even in uncertain economic times. Additionally, enterprises seek to improve contact center efficiency.

While Voice-XML port shipments eclipsed traditional IVR port shipments in 2008, enterprises aren't necessarily immediately deploying speech applications. The current economic uncertainty causes enterprises to rethink planned investments in speech as the upfront costs for deployment are still prohibitive.

North America continues to show slow and steady growth. The biggest areas for expansion are India, China, and Western Europe. The latter lags nearly a year behind the United States. On the Asian continent, most of the speech-related deployments are TTS instead of ASR.

Reasons to Purchase

*Discover how the economic climate is affecting investments in speech applications.

*Gain insight into the global market size and discover Datamonitor's predictions for revenue growth on a regional level.

*Understand future trends that affect the demand for speech applications.

Overview 1

Catalyst 1

Summary 1

Key Messages 2

The economic tumult directly affects the market for speech applications 2

Challenges for speech applications 2

Trends in speech in the current economic climate 2

The proliferation of speech applications is increasing globally, but at different rates 2

The once-fragmented competitive landscape is slowing consolidating, a sign of a maturing market 2

Table of Contents 4

Table of figures 5

Table of tables 5

new market opportunties for speech applications 6

The evolution of the voice business value chain 6

Drivers and factors affecting speech in today's economy 6

Contact centers want to optimize resources 7

Drive for personalization to improve the customer experience 8

The economic benefits of labor arbitrage have decreased, which will spur more automation 8

Challenges facing speech applications 9

Enterprise customers have been hit hard by the economy 9

Voice-XML ports are selling, but it's unclear if speech applications will too 9

Enterprises don't always want to invest in speech during times of economic belt-tightening 9

Enterprise contentment with DTMF 10

Key trends in speech applications 10

Market sizing for enterprise speech applications 11

regional overview 12

North America will continue to see slow but gradual growth 13

Cost remains an issue 13

Growth in NLU call routing will slow 13

Increase in outbound speech 13

EMEA mimics North American speech application uptake 15

The UK maintains the most mature market for speech in EMEA 15

Communications are a significant part of the market for speech applications outside of the UK 15

There are fewer enterprise speech applications in Italy and Spain 15

APAC has the most growth potential 17

India is currently the top market for speech on the Asian continent 17

Mainland China shows more promise for enterprise speech applications 17

Speech in other Asian countries is less wide-spread, though pockets exist 18

The most mature market in APAC is Australia / NZ 18

CALA won't be a large growth market in the foreseeable future 20

Customer Impact: Vertical Market Analysis 22

Healthcare IT budgets are strongest worldwide 22

Manufacturing has been hit by the economy, but it is a promising market for speech 23

Financial services will reduce speech spending 23

Though consumer spending has decreased, technology has not been affected as drastically 24

There will be gains in communications 24

Travel and tourism will be adversely affected by the economy 25

Competitive Landscape 28

Vendors profiles (in alphabetical order) 29

Angel.com 29

Aspect 29

Convergys (includes Intervoice) 29

Datria 29

eSOON 29

Envox 29

iFLYTEK 30

Loquendo 30

Nortel 30

Nuance 30

RightNow 30

SpeechCycle 31

Syntellect (includes Fluency) 31

Teleperformance 31

Tellme 31

Tuvox 31

Vicorp 31

VoiceObjects 32

Voxify 32

West Interactive 32

Others 32

Go to Market 33

Pricing differentials 33

Future trends 33

Economic crisis will spur growth in hosted speech 33

Vendor consolidation will continue 33

Outbound will grow 34

Recommendations 34

Implement an outbound strategy in North America and Western Europe 34

Target healthcare in North America 34

Target communications in India 34

Develop channel partners in Europe and Asia 35

APPENDIX 36

Definitions 36

Applications 36

Contact center 37

Dual tone multi-frequency (DTMF) 37

Interactive voice response (IVR) 37

Voice-XML 37

Methodology 37

Further reading 37

Ask the analyst 38

Datamonitor consulting 38

Disclaimer 38

List of Tables

Table 1: Global spending on enterprise speech applications, 2007-2013 12

Table 2: Total spending on enterprise speech applications in North America, 2007-2013 14

Table 3: Total spending on speech applications in EMEA, 2007-2013 16

Table 4: Total spending on speech applications in APAC, 2007-2013 19

Table 5: Spending on enterprise speech applications in CALA, 2007-2013 21

Table 6: Speech application vertical breakdown, 2007-2013 27

List of Figures

Figure 1: Forecasted IT budget growth, 2009 and 2010 7

Figure 2: Enterprise IT budget priorities 8

Figure 3: Global spending on enterprise speech applications, 2007-2013 12

Figure 4: Total spending on speech applications in North America, 2007-2013 14

Figure 5: Total spending on speech applications in EMEA, 2007-2013 16

Figure 6: Total spending on speech applications in APAC, 2007-2013 19

Figure 7: Total spending on speech applications in CALA, 2007-2013 20

Figure 8: Speech application growth by vertical, based on projected 2013 revenue ($m) 26

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