Speech Recognition Telephony Software: Worldwide, (Executive Summary) Executive Summary

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1 Speech Recognition Telephony Software: Worldwide, (Executive Summary) Executive Summary Publication Date: 18 September 2003

2 Author Steve Cramoysan This document has been published to the following Marketplace codes: TELC-WW-EX-0695 For More Information... In North America and Latin America: In Europe, the Middle East and Africa: In Asia/Pacific: In Japan: Worldwide via gartner.com: Entire contents 2003 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The reader assumes sole responsibility for the selection of these materials to achieve its intended results. The opinions expressed herein are subject to change without notice

3 Speech Recognition Telephony Software: Worldwide, (Executive Summary) Market Focus Main Findings This document complements Gartner Dataquest's "Speech Recognition Telephony Software: Worldwide, ," TCEC-WW-MS-0351, which provides market sizing for 2002, forecast, segmentation and vendor shares for the speech recognition telephony server market. It covers the market for speech recognition engine software. That is, the software license to enable a port or channel of a platform that uses interactive voice response (IVR) or Voice Extensible Markup Language (XML) intepreter to respond to voice commands. This is Gartner Dataquest's first sizing of this market. The report does not show market history prior to 2002, but estimates have been made in this document. The speech recognition market has suffered the difficulties that most technology and telecommunications markets have since Gartner Dataquest estimates that revenue in the speech recognition market peaked in 2000 at just over $140 million, declining to $127.5 million in 2002, as companies became more cautious in their approach to IT investment. The leading vendors in 2002 were Nuance Communications and SpeechWorks, followed by ScanSoft and then by IBM. ScanSoft acquired assets from Lernout and Hauspie, and subsequently acquired Philips Speech Processing Voice Control. Table1showsshipmentsandmarketsharesfortheleadingvendors. Table 1 Top 10 Vendors' Speech Recognition Telephony Software by Ports and Systems Worldwide, 2002 Ports Systems Ports Market Share Systems Market Share Nuance Communications 35, % 27.2% SpeechWorks* 22, % 23.7% ScanSoft* 12, % 14.4% IBM 5, % 5.7% Telisma 4, % 3.6% AT&T 3, % 3.1% Loquendo 2, % 3.7% InfoTalk 1, % 1.4% BBN Technologies % 0.2% Vocalis** % 0.7% Others 8, % 16.4% Total 98, % 100.0% * ScanSoft acquired SpeechWorks on 11 August 2003 ** Vocalis acquired by Netdecisions on 26 August 2003, majority shareholder in Fluency Voice Technology Source: Gartner Dataquest (August 2003) 2003 Gartner, Inc. and/or its Affiliates. All Rights Reserved. 1

4 2 Speech Recognition Telephony Software: Worldwide, (Executive Summary) ScanSoft closed a deal in August 2003 to acquire SpeechWorks, positioning the combined operation to better compete for market share leadership with Nuance. Gartner believes that the speech recognition market is poised for growth, forecasting a modest improvement in revenue to just over $130 million in Revenue is forecast to reach more than $258 million in 2007, a compound annual growth rate (CAGR) of 15.2 percent from 2002 to Figure 1 shows forecast spending on speech recognition telephony software. Figure 1 Speech Recognition Telephony Software End-User Spending by Region Worldwide, $300 $250 $200 $150 Millions of Dollars North America Europe, Middle East and Africa Rest of World Total $100 $50 $ Source: Gartner Dataquest (August 2003) Over the same period, shipments will increase more than five times, from just under 100,000 ports to just over 500,000 ports. North America is the largest market for speech recognition products, accounting for 63 percent of the global market in But other regions are expected to grow faster than North America through to 2007, so that North America's share of the global market declines to 52 percent. Call center and business portal applications are by far the largest segment, accounting for 76 percent of all shipments. Other application segments such as unified communications, are expected to eventually increase their share of the total market. Unified communications will need to mature, whereas the contact center market is already reaching maturity. Speech Recognition Software Market Changes As it Matures There are a several signs that the speech recognition industry is maturing. Many implementations provide proof that solutions that use speech recognition can deliver business value, as a cost saving or improved customer service. The performance of speech recognition engines has been much improved. It is becoming increasingly difficult for vendors to differentiate purely on the basis 2003 Gartner, Inc. and/or its Affiliates. All Rights Reserved. 18 September 2003

5 Speech Recognition Telephony Software: Worldwide, (Executive Summary) 3 of speech recognition success rates. Internet-based applications and standards such as VoiceXML are gaining market share, providing an increasingly distributed architecture that allows companies to make good use of their investments in speech technology and allows service providers to offer speech recognition services to enterprises. Leading vendors of speech recognition solutions are changing their business models to try to reach profitability. Nuance announced its voice portal platform, and SpeechWorks agreed to an acquisition by ScanSoft so the combined operation can reduce the combined investment costs. The market is in transition, evidenced by other acquisitions. Fluency Voice Technology acquired Vocalis, and Hewlett-Packard bought PipeBeach, a provider of VoiceXML platforms. Microsoft has announced its intention to enter the market during Further changes in the vendor landscape are to be expected. Gartner Dataquest believes these changes could cause large companies to delay investment in the technology. Links For the full report, see "Speech Recognition Telephony Software: Worldwide, ," which is published to the Enterprise Networking and Communications Worldwide and the Telecom Equipment Europe Clusters: TCEC-WW-MS-0351 TCTE-EU-MS Gartner, Inc. and/or its Affiliates. All Rights Reserved. 18 September 2003

6 4 Speech Recognition Telephony Software: Worldwide, (Executive Summary) 2003 Gartner, Inc. and/or its Affiliates. All Rights Reserved. 18 September 2003

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