Gartner Research

Market Guide for Contact Center Speech Analytics

Published: 07 March 2014

ID: G00261569

Analyst(s): Daniel Yuen , Jim Davies

Summary

Analysis of recorded audio can provide a wealth of insight and should be investigated by a range of buying centers, from customer service to marketing. However, there are multiple competing underlying technologies, each with various strengths and weaknesses, making vendor selection more complicated.

Table Of Contents

Market Definition

Market Direction

Market Analysis

Representative Vendors

  • Almawave
  • Avaya
  • Avoke
  • CallMiner
  • Genesys
  • Interactive Intelligence
  • Mattersight
  • Nexidia
  • Nice Systems
  • Ramp
  • Verint Systems

Market Recommendations

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