Profiting from the Changing Tools Market for Speech Applications

Transcription

1 A Datamonitor report Profiting from the Changing Tools Market for Speech Applications The times they are a-changin Published: Dec-05 Product Code: Providing you with: Description of the trends of the global tools market for speech application development Segmentation of the tools market by region and vertical market Use this report to... Gain an understanding of the global speech application development tools market and its opportunities Determination of the total value of the tools market for speech application development Key players that provide feature/function rich speech application development tools

2 Profiting from the Changing Tools Market for Speech Applications Introduction The times they are a-changin' in the IVR landscape. Enterprise and service provider infrastructures are shifting away from legacy telephony architectures to more flexible web services deployment models. This is helping drive change in IVR investment philosophy. Today, businesses are gradually replacing their traditional IVR systems with newer standards-based web-centric platforms that liberate them from expensive, proprietary traditional IVR development environments. As more businesses look to deploy speech it is prudent that feature/function rich speech application development tools become widespread in the market. This will help drive down costs and simplify development for any business making the significant investment in speech. Key findings and highlights By 2009, Voice-XML will become the dominant IVR platform, in terms of annual shipments, as traditional IVR slowly phases out through the next decade. This will help drive the need for speech application development tools in the market. As the Voice-XML and SALT standards mature and the number of pre-built modules increase in the market, investment in speech application development tools will grow. And as the value accrues up the stack in the voice business value chain, tools will begin differentiating themselves across multiple features and functions. Reasons to buy Gain an understanding of the global speech application development tools market and its opportunities Understand the addressable market and revenue potential for speech tools Learn of the competitive nature of the tools market for speech Contact us... From Europe: tel: fax: From Germany: tel: fax: From the US: tel: fax: From Asia Pacific: tel: fax: [email protected]

3 Sample pages from the report Vertical Focus CHAPTER 4 VERTICAL FOCUS Introduction Spending on speech applications development tools is highly concentrated within the financial services, communications and healthcare verticals in North America and Competitive Dynamics EMEA. And since 95% of spending on tools in 2004 occurred in these regions revenues highly resemble the vertical market segmentation in North America and EMEA. This chapter will discuss the vertical market segmentation for speech tools and the underlying drivers within the three major verticals. CHAPTER 5 COMPETITIVE DYNAMICS Vertical market segmentation In 2004, financial services accounted for 40% of spending on speech application Introduction development tools, followed by communications and healthcare, which accounted for 23% and 10% of revenue respectively. The competitive Financial landscape services for speech institutions application and development tools consists of three communications companies accounted types for of over vendors: 60% platform, of spending application tools Action and Points tool vendors. All provide tools that have The following figure illustrates the various vertical features/functions market segmentation such as of dialog revenues design, for grammar and prompt development, speech application development tools testing/debugging, in monitoring and tuning, call flow design, object modeling application frameworks and Java-based coding environments. In recent years, the Figure 10: Vertical market segmentation advent of Voice-XML of revenue and for SALT speech and application their will ability increase to de-couple substantially the application by 2009, server enabling tools to import modules/packaged development tools, from 2004 the IVR platform has catalyzed the applications growth of and speech deploy application these onto development any platform. During this time speech application tools and associated value-add middleware development components. tools Therefore, will become competition one of the has many plug-ins developers are using in the Healthcare, 10% increased in the tools market and this has Eclipse helped and introduce Visual Studio better environments. and more powerful Travel and tourism, 7% tools to the industry. Communications, 23% Retail, 4% Figure 15: Datamonitor s view of the speech application development The vast majority of speech application development Outsourcing, 3% environment tools in the in market 2009 share several common features/functions. The following figure highlights the most common Technology, 3% features/functions for tools in the market today. Utilities, 3% Figure 13: Standard Public features/functions sector, 2% of speech application Import any module development Deploy on any packaged application tools Distribution and wholesale, Pre-built modules Eclipse platform Application 1% Packaged applications Visual Studio Entertainment, media and Dialog/call flow editors leisure, 1% ASR/TTS Manufacturing, 1% Financial services, 40% Grammar development Plug-in framework Development Source: Datamonitor D A T A M O N I T O R MRCP Prompt development Speech application Monitoring development tools and tuning Other Dialog testing Voice-XML, SALT areas in Profiting from the Changing Tools Market for Speech Applications platform enterprise Testing Datamonitor (Published 9/2005) ASR/grammar testing Page 27 This report is a licensed product and is not to be photocopied Logging tools Runtime analysis Interoperability, reuse and simplification Monitoring Source: Datamonitor D A T A M O N I T O R Source: Datamonitor D A T A M O N I T O R The success of speech is heavily predicated on interoperability, reuse and simplification. Vendors that are providing speech application development tools should not only integrate with Eclipse and Visual Studio but also provide value-add features/functions to increase the value of the tool and solution. Profiting from the Changing Tools Market for Speech Applications Datamonitor (Published 9/2005) Clients should integrate speech Page 34 with their unified multichannel CRM This report is a licensed product and is not to be photocopied strategy.. Many companies moving to a unified multi-channel CRM strategy are looking to improve consistency in customer service levels across each communication medium. Given that over 85% of customer interaction in call centers occur over the phone, IVR interaction should be treated as a part of an enterprise workflow. Therefore, clients should work with a platform, application or tool vendor that provides the capability to integrate IVR call data and analytics with their corporate data warehouse. Data from Profiting from the Changing Tools Market for Speech Applications Datamonitor (Published 9/2005) Page 45 This report is a licensed product and is not to be photocopied Request more sample pages...for FREE! From Europe: tel: fax: [email protected] From Germany: tel: fax: [email protected] From the US: tel: fax: [email protected] From Asia Pacific: tel: fax: [email protected]

4 Profiting from the Changing Tools Market for Speech Applications Table of contents EXECUTIVE SUMMARY INTRODUCTION MARKET CONTEXT Introduction Drivers and trends Market size Conclusions VERTICAL FOCUS Introduction Vertical market segmentation Vertical market drivers - Financial services - Communications - Healthcare - Travel and tourism Conclusions COMPETITIVE DYNAMICS Introduction Competitive structure Competitive landscape - Platform vendors Edify (acquired by Intervoice) Envox Genesys IBM Intervoice Nortel - Tool vendors Audium Pronexus VoiceObjects - Application vendors Datria Metaphor Solutions Tuvox Voxify ACTION POINTS Vendors providing tools for speech application development should integrate with Eclipse and/or Visual Studio... Vendors should introduce new value-add components to their respective tools... Clients should integrate speech with their unified multi-channel CRM strategy... APPENDIX TABLES Table 1: Global spending on speech application development tools, Table 2: roportion of spending on speech tools by region, Table 3: Vertical market segmentation of revenue for speech application development tools, 2004 and 2009 Table 4: Spending on speech application development tools by vertical market, 2004 and 2009 FIGURES Figure 1: Datamonitor's voice business value chain: Technologies and services Figure 2: Global spending on speech application development tools, Figure 3: Vertical market segmentation of revenue for speech application development tools, 2004 Figure 4: Standard features/functions of speech application development tools Figure 5: Speech application development lifecycle Figure 6: Datamonitor's voice business value chain: Technologies and services Figure 7: Global spending on speech application development tools, Figure 8: Proportions for spending on speech application development tools by region, 2004 Figure 9: Vertical market segmentation of revenue for speech application development tools, 2009 Figure 10: Spending on speech application development tools by vertical market, 2004 and 2009 Figure 11: Standard features/functions of speech application development tools Figure 12: High-level comparison of tools vendors vs. platform vendors Figure 13: Datamonitor's view of the speech application development environment in Vendors should consistently improve the design, features and functionality of their toolsets while leveraging the familiar extensible development environments of Eclipse and Visual Studio... Daniel Hong, Senior Voice Business Analyst

5 Profiting from the Changing Tools Market for Speech Applications Datamonitor: Your total information solution Datamonitor is a premium business information company helping 5,000 of the world's leading companies across the Automotive, Consumer Markets, Energy, Financial Services, Healthcare and Technology sectors. Our products and services are specifically designed to support our clients key business processes from corporate strategy to competitive intelligence. We provide an independent and trustworthy source of data, analysis and forecasts to improve these processes and ultimately, to help grow your business. Corporate Strategy & Business Planning Product Development & Commercialization Targeting & Influencing the Market Market & Competitive Intelligence Quality Data Expert Analysis Future Forecasts Make more effective strategic and business decisions Accelerate delivery of commercial success Assess and influence your commercial and market environment Maintain or obtain critical competitive advantage HELPING TO GROW YOUR BUSINESS No-one speaks louder than our clients ACI Atos Origin Avaya Communications Blue Pumpkin BSKYB BT Bull Chello Cisco CMG Computer Associates Convergys CSC Financial Services Deutsche Telekom Diamond Cluster EDS Ericsson Eyretel France Telecom Gemplus Genesys Hewlett Packard IBM Infogrames Intel Intervoice KPN Mobile Manugistics Microsoft Mitel Telecom NCR Nice Systems Oberthur Philips S1 Corporation Samsung SAP Sega Setec Siemens AG Sonera Sony Staffware Sun Microsystems Sungard Telefonica Moviles Teleperformance Thales Thus Unisys Vivendi 89% of our clients use Datamonitor research to develop competitive intelligence Source: Datamonitor Customer Research

6 Interested in this topic? Datamonitor's Voice Business Strategic Planning Program (SPP) is a tailored, continuous advisory service combining a number of information sources. The development of speech recognition technology and its incorporation into new and existing applications presents a host of new revenue opportunities for technology vendors. The Voice Business SPP provides global coverage of speech recognition and associated networks technologies and analyses the entire Voice Business value chain, by geography, application and vertical market. Other reports available in this series Consulting and Systems Integration in Voice Business Globally, the advent of speech is driving the demand for services in IVR. Clients are looking to consultancies and vendors to help them take advantage of the broader possibilities in self-service which speech offers. Published: Jan-06 Product code: DMTC1180 Voice as a Service: Understanding Trends in Hosted Speech Analysis of the trends, drivers and vertical markets within the North American hosted speech market. Published: Jul-05 Product code: DMTC1111 The Definitive Guide to the IVR Marketplace: APAC and CALA This report will analyze the IVR markets in APAC and CALA, and help readers to understand: The size of the IVR market in APAC and CALA The uptake of Voice-XML and traditional IVR The adoption of speech Market opportunities in APAC and CALA Published: May-05 Product code: DMTC1128 For more information on reports and briefs go to: Subscribe to Monitor A monthly update of Datamonitor's new products, delivered to you by . [email protected]

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