* the winner
Voxeo, a market leader in 2012 after taking the top spot a year earlier, this year is back on top after pulling down an industry-leading score of 4.4 in depth of functionality and impressive scores of 4.1 in its ability to customize, ability to integrate, and customer satisfaction, and a score of 4.0 in the variety of its delivery methods. Bucci singled out the company, which at press time was in the process of being acquired by Aspect Software, as a leader in innovation, saying it was "among the first to provide personalization," but really broke the mold by incorporating location-based services into its platform, making it easier, safer, and more convenient than ever for mobile customers to access information and services. Also helping the company is a revamped CXP platform (formerly named VoiceObjects), with expanded multichannel and mobile capabilities. -Leonard Klie
While speech analytics was once considered a sleepy segment of the speech recognition market, more companies are realizing its benefits, and forecasts reflect its popularity. According to recent figures from DMG Consulting, the market is expected to grow by 20 percent in 2013 and 18 percent in 2014.
"Speech analytics is a very exciting application that has great potential for its users," says Donna Fluss, president at DMG. "These solutions are maturing rapidly and delivering a rapid payback to organizations that also invest in the best practices and resources required to realize the benefits. Companies are using speech analytics in many ways, including [to help] them comply with new regulations."
Toward that end, speech analytics has experienced growth in the financial and insurance markets, thanks to government oversights and compliance issues, says Dick Bucci, principal analyst at Pelorus. "There are a lot of very specific exposure requirements associated with compliance. As a result, we're seeing some substantial penalties assessed against credit card issuers, and that's enough to get people's attention. The industry is much more cognizant of the need to record calls and, more importantly...to analyze what was actually said."
Analysts praised Utopy for its solutions and appeared particularly impressed by its accuracy and depth of functionality. "Utopy provides a best-of-breed solution with the best analytics for voice and text that I've seen," one analyst says.
In early 2013, the company was scooped up by Genesys Telecommunications Laboratories, which said the union now provides Genesys with a much-needed interaction analytics piece. In spite of this, one analyst questions whether Utopy's solutions will be optimized by the contact center solutions powerhouse. "As a standalone company, Utopy established itself as an industry innovator," the analyst says. "Now that Utopy is part of Genesys, I wonder whether that innovation will be nurtured or if Utopy will be neglected as Genesys pursues its contact center cloud objectives."
Nexidia and Verint are in a dead heat, with Nexidia ranking number one for the seventh year in a row, and Verint moving up from third place in 2012. Both companies rated highly for providing accuracy and depth of functionality.