Speech recognition applications have been seeing increased adoption among contact centers after an initial slow start. Proven cost savings and improving customer satisfaction have been driving this technology’s adoption. Moreover accuracy has been improving and the cost of implementation has been declining.
With a current market penetration of around 30 percent, this technology has immense potential to grow. As with several new and niche technologies, awareness about the benefits of speech applications has room for improvement. Language barrier is another challenge that speech recognition vendors are working on overcoming.
TechNavio’s “Speech Recognition Applications for Contact Centers Market 2010-2013” report has been prepared based on an in-depth study of the market along with inputs from various experts. The report contains market and vendor landscape supported by drivers, restraints and trends. It also contains a Porter’s five force analysis, usage scenario and an analysis of key vendors in the market.
The report covers speech recognition based applications for contact centers. This does not include speech engine providers.