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

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.

Report 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.
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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
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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
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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