DMG Consulting LLC, a provider of contact center and real-time analytics market research and consulting services, has published the 2009 - 2010 Speech Analytics Market Report.
Speech analytics has been one of the fastest growing contact center technology sectors since its introduction in 2004. DMG's research shows that the market grew from 25 commercial speech analytics implementations in 2004 to 1,764 at the end of 2008, yielding a five-year compounded annual growth rate of 190 percent. Speech analytics continues to grow at a rapid rate, despite the global recession, due to its ability to help enterprises provide an outstanding customer experience, cut costs, retain customers and minimize risk. DMG Consulting predicts that this market will continue to grow year-over-year - 45 percent in 2009, 40 percent in 2010, 42 percent in 2011, 32 percent in 2012, and 25 percent in 2013.
More information on the contact center industry can be found at www.supportindustry.com.
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