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KnoahSoft

CallCopy

SearchCRM.com Product Directory

Speech AnalyticsSoftware2009 EDITION

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Welcome to SearchCRM.com’s Speech Analytics Software Product Directory.This directory was designed to be a valuable resource for those getting started withresearch or evaluating vendors in the speech analytics market.

In the listings below you’ll find basic information about the major vendors in thespeech analytics market and the products they sell. Each listing is accompanied bya short description and a long description including limited information about func-tionality and product use. You’ll find products for businesses of all sizes as well asproducts that can be deployed on-demand and on-premise. Use this list to get start-ed with the evaluation process. For more information about any of the products or tospeak to a sales representative, please visit the vendor website or product website.

SearchCRM.com will launch a series of directories throughout the year to addressunique segments of the CRMmarket. Want to see your product listed in one ofour directories? Go here to submit a product. Need to update product or pricinginformation? Email us here. For questions for the editors or to make suggestionsfor improving the directory, write to us at [email protected].

Happy shopping!

SPEECH ANALYTICS SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 2

INTRO

SELECTING THERIGHT SPEECHANALYTICSAPPLICATION

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BBNTECHNOLOGIES

CALLCOPY

CALLMINER

ELOYALTY

ENVISION

HIGHERGROUNDINC.

INTERACTIVEINTELLIGENCE

KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY

VERINTWITNESSACTIONABLESOLUTIONS

VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

Welcome!

mailto:[email protected]


http://pro20.sgizmo.com/survey.php?SURVEY=7RL4U4JHKS7GGGSNJV303G94S79F1N-65727-20966538&pswsgt=1223061878&notice=DO_NOT_DISTRIBUTE_THIS_LINK

http://searchcrm.techtarget.com



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BBNTECHNOLOGIES

CALLCOPY

CALLMINER

ELOYALTY

ENVISION

HIGHERGROUNDINC.


KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY


VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

Selecting the rightspeech analytics applicationBY DONNA FLUSS, SEARCHCRM.COM CONTRIBUTOR

SPEECH ANALYTICS—also known as audiomining—is an application used to struc-ture conversations and find embeddedinformation, including customer in-sights, implicit needs and wants, andthe root causes of issues. These appli-cations can also be used to determinehow staff complies with scripts and/orregulations. Some speech analyticsapplications can identify concepts andtrends that organizations didn’t evenknow to watch for. When used in thecall center, speech analytics enablesmanagers and executives throughoutthe enterprise to address the issuesthat generate call volume and to identi-fy competitive challenges and new rev-enue opportunities.

SPEECH ANALYTICSTECHNOLOGY OVERVIEWThere are six functional components ofa speech analytics application:

1. Speech engine: this is the layer thatdoes the initial analysis of the audiostream and converts the data into a filecontaining a series of phonemes, or afirst pass at text transcript.

2. Indexing and analysis layer (aug-mentation): this software improves theaccuracy of the speech engine’s output.

Its role is to make sense of the findingsfrom the speech engine and to indexit for further analysis, queries and adhoc searching. This is where the toolsimport data from other telephony andservicing solutions. Most current R&Dinvestment is focused on this area ofspeech analytics.

3. Query engine: this is a user inter-face (UI) where end users define theirqueries and the output that they expectfrom the speech analytics tool.

4. Search tool (criteria): this tool isused to conduct ad hoc searches onprocessed audio files or indices; itshould be easy to use and allow nestedfiltering.

5. Reports and dashboards: these areformats for clearly presenting system

“Some speech analyticsapplications can identifyconcepts and trendsthat organizationsdidn’t even know towatch for.”—DONNA FLUSS

findings in a flexible, customizable andgraphically appealing manner. Theyallow end users to drill down and filtertheir results.

6. Business applications: these pre-packaged applications can help usersquickly realize benefits from speechanalytics. Modules are available forroot-cause analysis, customer reten-tion, first call resolution (FCR), com-petitive intelligence, sales and market-ing effectiveness, script adherence,collections effectiveness, and so on.See FIGURE 1.

LVCSR VS. PHONETICSAll speech analytics applications use anunderlying speech engine to performtheir initial analysis. The two primarytypes of speech engines are large

vocabulary continuous speech recogni-tion (LVCSR) engines and phoneticengines. LVCSR engines depend on a

language model that includes a vocabu-lary/dictionary for speech-to-text con-version of audio files. The text file isthen searched for target words, phrasesand concepts. Phonetic-based applica-tions separate conversations into


INTRO


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ASPECT

AURIX

AUTONOMYETALK

BBNTECHNOLOGIES

CALLCOPY

CALLMINER

ELOYALTY

ENVISION

HIGHERGROUNDINC.


KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY


VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

FIGURE 1

SPEECH ANALYTICS TECHNOLOGY BUILDING BLOCKS

SOURCE: DMG CONSULTING LLC, AUGUST 2008

“Phonetic-basedapplications separateconversations intophonemes, the smallestcomponents of spokenlanguage.”—DONNA FLUSS

phonemes, the smallest componentsof spoken language; they then find seg-ments within the long file of phonemesthat match a phonetic index file repre-sentation of target words, phrases andconcepts. Interestingly, part of LVCSRprocessing involves breaking wordsdown into phonemes, which is one rea-son why many of the LVCSR vendorsnow claim to also do a phoneticanalysis.As seen in FIGURE 2, phonetic engines

are generally easier to deploy becausethey do not depend upon developing alanguage model or predefining all of thewords, phrases and terms that are used

by an organization. However, while pho-netic-based tools can process large vol-umes of data more quickly and withouta language model, LVCSR-based toolshave proven to be more accurate in dis-cerning the details of the reasons whycustomers call.

SELECTING THE RIGHTSPEECH ANALYTICS VENDOREnterprises should apply their standardtechnology selection best practices to aspeech analytics acquisition. The bestpractices below assume that an organi-zation has already approved an invest-


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AURIX

AUTONOMYETALK

BBNTECHNOLOGIES

CALLCOPY

CALLMINER

ELOYALTY

ENVISION

HIGHERGROUNDINC.


KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY


VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

SOURCE: DMG CONSULTING LLC, AUGUST 2008

FIGURE 2

LVCSR VS. PHONETIC ENGINES

ment in speech analytics. But teamsthat first need to justify the investmentshould build a business case thatincludes a return on investment (ROI)analysis and submit it to the investmentdecision committee (or chief financialofficer) for approval.Since speech analytics is a cross-

functional application that providesbenefits to sales, marketing, service,operations, R&D, and other depart-ments, it’s important to make vendorselection a group decision. Althoughthis slows the selection process, it helpsensure a successful implementationand will help speed the adoption ratesthroughout the enterprise. Here are therecommended steps for purchasing aspeech analytics application.

1. Create a cross-functional analyticsproject teamwith representatives fromall affected departments. Schedule reg-ular project reviews and status meet-ings.

2. Identify and document the specificbusiness problems or opportunities tobe addressed—operational challenges,competitive situations, sales opportuni-ties, retention, quality issues, etc. (Thechosen analytics application should beable to address all of the areas, but bytackling one issue at a time, the organi-zation is more likely to be successful.)

3. Obtain a corporate sponsor for theproject. The ideal candidate is a seniorexecutive who is respected by the vari-


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AUTONOMYETALK

BBNTECHNOLOGIES

CALLCOPY

CALLMINER

ELOYALTY

ENVISION

HIGHERGROUNDINC.


KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY


VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

Overview of speech analytics vendorsTHERE ARE 23 vendors in the speech analytics market, and more are expectedto join the market. The vendors fall into the following categories:

q STANDALONE SPEECH ANALYTICS PROVIDERS: vendors that sell only speechanalytics suites.

q EMOTION DETECTION PROVIDERS: vendors that sell emotion detection soft-ware, which is considered part of the broader speech analytics market.

qWORKFORCE OPTIMIZATION (WFO) SUITE PROVIDERS: vendors that sell a suiteof management applications intended to improve the performance of con-tact centers. These suites include a speech analytics application.

q STANDALONE ENGINE PROVIDERS: vendors that sell only the underlyingspeech analytics phonetic or LVCSR engine.

q OTHERS: vendors that fall into a different category, such as a call centerinfrastructure vendor or analytics vendor that provides speech analyticsamong its offerings.

ous constituents participating in theproject team.

4. Determine exactly which businessissue/opportunity to improve/enhancefirst. This will require the project teamto prioritize the needs of the variousparticipants.

5. Conduct a baseline analysis orassessment of the issue/opportunity inorder to determine later whether thespeech analytics application hasachieved its goals.

6. Compile a list of functional require-ments based on interviews with all ofthe departments or executives that aregoing to use or support the applicationor its output. Turn this data into a for-mal request for information (RFI) docu-ment.

7. Identify eight to 10 vendors thatclaim to have the functional capabili-ties, necessary resources and provenexperience to accomplish the compa-ny’s goals. Issue the RFI to the vendors.Be sure to ask vendors for referencesfrom companies that have similar oper-ating environments and needs, and besure to ask for pricing information.

8. Based on the RFI responses, calls toreferences and pricing, select five ven-dors to include in the formal selectionprocess. This decision should be madeby the team. (The speech analyticsmarket is complex, and there are manytypes of vendors. See sidebar 1.)

9. At this point, it’s a good idea todecide on the preferred deploymentmodel. All of the speech analytics ven-

dors license their products, and a grow-ing percentage also offer hosted andmanaged-care offerings. Make sure thatmost of the five selected vendors offerthe preferred deployment model. (Somecompanies put off deciding on thedeployment approach. While this willincrease vendor options, it may ulti-mately result in having to re-do the ven-dor selection process if the initiallyselected vendors do not offer the pre-ferred acquisition alternative.)

10. Create and issue a request for pro-posal (RFP) document to the five ven-dors selected to participate in the for-mal selection process. (To assist in thisprocess, you might consider purchasinga report like DMG Consulting’s SpeechAnalytics Market Report. This reportlays out the functional, technical, pric-ing and reference information requiredto make the right selection. It is avail-able at www.dmgconsult.com)

11. Based on an assessment of the RFPresponses, invite three vendors tocome on-site and deliver a detailedpresentation about their products.Conduct a phone call meeting with thevendors to prepare them for the on-sitepresentation. Tell them in advanceabout the company’s priorities andgoals so that they know what they needto present.

12. Build an ROI and total cost of own-ership analysis to understand the finan-cial impact and benefits of the threeoptions.

13. After meeting the vendors, seeingthe demos, speaking to references, ana-lyzing the RFP responses, and conduct-


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INDEX

ASPECT

AURIX

AUTONOMYETALK

BBNTECHNOLOGIES

CALLCOPY

CALLMINER

ELOYALTY

ENVISION

HIGHERGROUNDINC.


KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY


VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

ing the financial analysis, select two topcontenders and prioritize a favorite.(It’s always good to select two con-tenders in order to establish a strongernegotiating position.)

This is where most technology selec-tion processes end. The project teamwould then negotiate contract termsand conditions with the vendor ofchoice. If this vendor is unreasonableor not willing or able to meet therequired terms and conditions of thepurchasing company, the selectionteam should move on to the second-choice vendor. Since speech analyticsis still relatively new, DMG suggeststhat users who have the budget andtime conduct a pilot before committingto a large investment in speech analyt-ics. The project team should select oneapplication and treat the pilot as if itwere a full implementation because, ifsuccessful, the application can be rolledout to other areas.If the pilot is completed on time and

on budget, the results are as expected(or better), and the vendor has provento be a good partner, the applicationshould be phased in to other operatingareas. If the pilot is not successful, theproject team should re-evaluate itsselection based on the actual resultsand either bring in different prospectivevendors for a closer look or select newvendors based on the informationgathered during the pilot. At this point,

a second pilot should not be necessary,as the company now has firsthandexperience on which to base its deci-sion. Conducting a pilot is a great wayto increase the chances for success,even though most vendors would ratheravoid this step.

FINAL THOUGHTSSpeech analytics is one of the fastestgrowing applications in the call centermarket because it contributes benefitsto the enterprise’s bottom line and ithelps give managers insights that canreduce operating expenses, increaserevenue, decrease customer attritionand improve the customer experience.The typical payback period from a suc-cessful speech recognition implementa-tion is six to 12 months. The challenge isthat a speech analytics implementationis not easy and requires ongoing sup-port and fine-tuning to realize its fullbenefits. �


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BBNTECHNOLOGIES

CALLCOPY

CALLMINER

ELOYALTY

ENVISION

HIGHERGROUNDINC.


KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY


VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

Donna Fluss is the founder and president of DMG Consulting LLC, the leading provider ofcontact center and analytics research, market analysis and consulting. She is the author ofThe Real-Time Contact Center, the 2008 Contact Center Executive andManagement Brief-ing, and many other leading industry reports on contact center hosting, IVR, speech analyt-ics, performance management, workforce management, surveying and analytics, and qualitymanagement/liability recording. Contact Donna at [email protected].

“Conducting a pilot is agreat way to increasethe chances for success,even though most ven-dors would rather avoidthis step.” —DONNA FLUSS


http://www.dmgconsult.com/

SAASOR ONPAGE VENDOR PRODUCT SERVICE PREMISE

10 Aspect Aspect Quality Management— 1 sSpeech Analytics

10 Aurix Aurix Phonetic Audio sSearch Engine

11 Autonomy etalk Qfiniti Explore s

11 BBN Technologies AVOKE Call Browser 1

12 CallCopy cc: Discover s

12 CallMiner Eureka Enterprise s

13 eLoyalty Behavioral Analytics Service 1

13 Envision Envision SpeechMiner s

14 HigherGround Inc. Praetorian Voice Recorder s

14 Interactive Intelligence Interaction Recorder 1 s

15 KnoahSoft Harmony Suite 1

15 Nexidia Language Assessor 1 s

16 Nexidia Enterprise Speech Intelligence (ESI) 1 s

16 NICE Systems NICE Interaction Analytics s

17 Nuance Nuance Recognizer s

17 OnviSource Explora Speech Analytics s

18 SIVOX RealCall 1 s

18 Utopy Utopy SpeechMiner 1 s

19 Verint Witness Impact 360 Speech Analytics sActionable Solutions

19 VirtualLogger VirtualMonitor 1

20 VoiceSense VoiceSensor 1


INTRO


INDEX

ASPECT

AURIX

AUTONOMYETALK

BBNTECHNOLOGIES

CALLCOPY

CALLMINER

ELOYALTY

ENVISION

HIGHERGROUNDINC.


KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY


VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

LEGENDVendor: Vendor/developer of product at directory press timeProduct: Product name1 SaaS or services: technology available as SaaS, hosted, on-demand, ASP andWeb Servicess On-premise: software or systems on premise2 Descriptions were written by the SearchCRM.com editorial team based on information gathered from vendor websites.

Index at a GlanceClick on the product name at left to jump to a longer description.

ASPECT

Aspect Quality Management—Speech Analytics

Aspect Quality Management’s speechanalytics capabilities are designed toallow users to analyze and report on thecontent, context, purpose and outcomeof recorded conversations. 1s

COMPANY WEBSITE: www.aspect.comFOUNDED: 1973SUMMARY: Through its integration withCallMiner Eureka!, Aspect Quality Man-agement is part of the Performance-Edge product platform, offering speechanalytics capabilities that allow users toanalyze every recorded call for trends incustomer satisfaction, agent perform-ance and sales and marketing effective-ness. The system automatically high-lights trends and variations in recordedconversations and automates the shar-ing of call recording metadata, withthe overall goal of reducing costs andimproving customer satisfaction. Man-aged service licensing and system man-agement options are also available.

PRICING INFORMATION: Typically, speechanalytics software costs will bebetween $500 and $700 per seat,depending on the configuration.

AURIX

Aurix Phonetic Audio Search Engine

The Aurix Phonetic Audio SearchEngine aims to uncover businessintelligence in both real-time andrecorded audio materials. s

COMPANY WEBSITE: www.aurix.comFOUNDED: 2004SUMMARY: The Aurix Phonetic AudioSearch Engine retains intelligence inaudio materials by creating a phoneticindex of the audio stream. The systemcan be used in conjunction with a widerange of applications; the C++ applica-tion programming interface (API)allows for easier integration. The soft-ware was designed for rapid deploy-ment, and a software development kit isincluded that contains tools and guidesfor creating custom applicationsthrough the Aurix Phonetic AudioSearch Engine.

PRICING INFORMATION: Declined to providepricing.


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AURIX

AUTONOMYETALK

BBNTECHNOLOGIES

CALLCOPY

CALLMINER

ELOYALTY

ENVISION

HIGHERGROUNDINC.


KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY


VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

www.aurix.com

http://www.aurix.com/pages/3417/Technology.htm

www.aspect.com

http://www.aspect.com/Contact-Center-Software/Architecture/PerformanceEdge/Recording-and-Quality-Management/Aspect-Quality-Management-Speech-Analytics

http://www.aspect.com/Contact-Center-Software/Architecture/PerformanceEdge/Recording-and-Quality-Management/Aspect-Quality-Management-Speech-Analytics


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ASPECT

AURIX

AUTONOMYETALK

BBNTECHNOLOGIES

CALLCOPY

CALLMINER

ELOYALTY

ENVISION

HIGHERGROUNDINC.


KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY


VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

AUTONOMY ETALK

Qfiniti Explore

Qfiniti Explore analyzes customerinteractions across multiple communi-cation channels and languages, uncov-ering customer, operational and per-formance trends and issues. s

COMPANY WEBSITE: http://www.etalk.comFOUNDED: 1996SUMMARY: Qfiniti Explore delivers enter-prise-wide insight into call center inter-actions. The application helps compa-nies identify and understand specificcustomer behaviors and attitudes bymining call center recordings to gatherinformation about customer service,customer satisfaction and call centeragent performance. This informationcan then be leveraged to generate salesopportunities, reduce customer churnand build new revenue streams. Everyrecorded voice transaction and everyelement within those recordings issearchable based on the recording’sconceptual and contextual meaning.


BBN TECHNOLOGIES

AVOKE Call Browser

The AVOKE Call Browser is an on-demand analytics product that capturesend-to-end calls and extracts callerexperience data. 1

COMPANY WEBSITE: http://www.bbn.comFOUNDED: 1948SUMMARY: The AVOKE Call Browser isan on-demand analytics product. Thesystem is hosted at BBN’s data center,requiring aWeb browser to access callsand data and a routing plan to sendcalls through the AVOKE system. Thesystem’s dashboard allows each groupor person to visualize their role and itsimpact on the caller’s experience. Calldata is organized in the analysis work-bench, where managers can drill downinto call data and change call selectionfilters and chart options, allowing themto see the information they are target-ing. Users can listen in on actual callsfrom any chart or graph with a singleclick. Calls can be found based on anycombination of the caller’s conversa-tion, IVR navigation or call metadata.

PRICING INFORMATION: Pricing is based ona flexible subscription plan. (Declinedto provide additional pricing details.)

http://www.bbn.com

http://www.bbn.com/avoke

http://www.etalk.com

http://www.etalk.com/technology/multi-channel-interaction-analysis/index.htm


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AURIX

AUTONOMYETALK

BBNTECHNOLOGIES

CALLCOPY

CALLMINER

ELOYALTY

ENVISION

HIGHERGROUNDINC.


KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY


VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

CALLCOPY

cc: Discover

Discover is a quality monitoring(QM)/recording suite that enables mul-tichannel recording, quality monitoringand reporting. s

COMPANY WEBSITE: www.callcopy.comFOUNDED: 2004SUMMARY: cc: Discover is a suite of callrecording, quality management, speechanalytics and surveying programs thatcan be deployed together, as a suite orindividually, based on the needs of theorganization. The system aims to helpusers discover the underlying issuesthat lead up to the customer interactionand learn from them, providing a com-plete view of the entire organization.The cc: Analytics tool can be used inconjunction with other tools, such asthe cc: Survey tool or cc: Voice, to minecustomer interactions automatically.


CALLMINER

Eureka Enterprise

Eureka Enterprise extracts businessintelligence from the recordedconversations of large enterpriseor multi-site call centers. s

COMPANY WEBSITE: http://www.call-miner.comFOUNDED: 2002SUMMARY: CallMiner’s Eureka Enterprisemines and analyzes every word of everycall, discovering the content, contextand purpose of all calls. The systemcaptures acoustic data (tempo, silenceand stress), metadata and customerinformation to provide a complete pic-ture of all calls and their outcomes. Lan-guage analysis capabilities identify hottopics based on word analysis. EurekaEnterprise was developed specificallyfor large enterprises and multi-site callcenters and can scale across multipleplatforms and lines of business to pro-vide a single view of an organization.The system comes with multiple out-of-the-box reports and simple andadvanced search capabilities.


http://www.callminer.com

http://www.callminer.com

http://www.callminer.com/eureka-enterprise.htm

www.callcopy.com

http://www.callcopy.com/solutions.html


INTRO


INDEX

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AUTONOMYETALK

BBNTECHNOLOGIES

CALLCOPY

CALLMINER

ELOYALTY

ENVISION

HIGHERGROUNDINC.


KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY


VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

ELOYALTY

Behavioral Analytics Service

eLoyalty’s Behavioral Analytics Serviceis a managed analytics service thatgathers and interprets unstructuredcustomer interaction content. 1

COMPANY WEBSITE: http://www.eloyaltyco.comFOUNDED: 1994SUMMARY: eLoyalty’s Behavioral Analyt-ics Service gathers data from customerinteractions and reports on customerbehavior, call center agent performanceand system performance. The systemaims to improve customer service andsales effectiveness by analyzing keyattributes of customer calls, such as calltype, first call resolution, customer atti-tude and efficiency. eLoyalty servescustomers in the healthcare, financialservices, utilities and pharmaceuticalindustries.


ENVISION

Envision SpeechMiner

Envision SpeechMiner helpscompanies transform unstructuredcustomer voice communications intoquality intelligence. s

COMPANY WEBSITE: www.envisioninc.comFOUNDED: 1994SUMMARY: SpeechMiner works to cap-ture meaningful information from boththe context and emotion of customerconversations, with the goal of enhanc-ing customer satisfaction, increasingrevenue and reducing costs. The sys-tem’s phrase-building tool defines top-ics and categories companies want toidentify in recorded calls. In additionto words and phrases, silence, musicand emotion and be detected. EnvisionSpeechMiner is available for single ormulti-site environments and supports30 languages. The system uses Micro-soft SQL Server Reporting Service, giv-ing users a simple way to add andaccess reports.

PRICING INFORMATION: Pricing for the soft-ware includes a $20,000 server licensewith per agent software licensing rang-ing from $125 to $400 based on thenumber of agents in the center. Profes-sional services and support pricing forthe solution are completely dependentupon the size of the implementation.

www.envisioninc.com

http://www.envisioninc.com/Envision-SpeechMiner_B7A166.html

http://www.eloyaltyco.com

http://www.eloyaltyco.com

http://www.eloyalty.com/who/ba/


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BBNTECHNOLOGIES

CALLCOPY

CALLMINER

ELOYALTY

ENVISION

HIGHERGROUNDINC.


KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY


VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

HIGHERGROUND INC.

Praetorian Voice Recorder

The Praetorian Voice Recorder providesfull-time and random recording func-tionality for quality monitoring. s

COMPANY WEBSITE: www.higherground-inc.comFOUNDED: 1973SUMMARY: Summary: The PraetorianVoice Recorder lets users record andstore agent-customer interactions.Users can access and replay unlimitedhours of stored call recordings fromtheir desktop. The system allows usersto listen to calls in real time, as they areoccurring. A centralized managementsystem features various security con-trols, including the ability to set user-defined privileges. The system aims tohelp companies resolve customerissues, comply with regulations andensure quality performance while mini-mizing security risks. The PraetorianVoice Recorder is a component of High-erGround’s Fusion Series 7 system.


INTERACTIVE INTELLIGENCE

Interaction Recorder

Interactive Intelligence’s InteractionRecorder provides multi-channel record-ing and scoring for the call center. 1s

COMPANY WEBSITE: www.inin.comFOUNDED: 1994SUMMARY: Interaction Recorder is anadd-on application to the InteractiveIntelligence Customer Interaction Cen-ter (CIC) software suite and EnterpriseInteraction Center (EIC) IP PBX, provid-ing call andWeb/screen recording andscoring for midsized to large contactcenters and enterprises. The systemprovides recording for calls, Web chats,emails and faxes and can be used torecord and score agents and businessusers, allowing managers to track scriptadherence, compliance, workplace per-formance and customer satisfaction.The system is also available on-demand.

PRICING INFORMATION: InteractionRecorder is priced based on server andper-seat fees, which vary depending onfunctionality (call vs. screen recording,etc.). Average pricing for InteractionRecorder is between $370 and $750 perseat, which includes software, hardwareand maintenance

www.inin.com

http://www.inin.com/ProductSolutions/Pages/Interaction-Recorder.aspx

www.highergroundinc.com

www.highergroundinc.com

http://highergroundinc.com/praetorian.html


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BBNTECHNOLOGIES

CALLCOPY

CALLMINER

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ENVISION

HIGHERGROUNDINC.


KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY


VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

KNOAHSOFT

Harmony Suite

The Harmony Suite includes advanced“Speech Analyzer” modules for callmonitoring and reporting. 1

COMPANY WEBSITE: www.knoahsoft.comFOUNDED: 2005SUMMARY: The Harmony Suite is a VoIP-enabled, 100%Web-based system thatsupports the review of customer calls,emails and chat sessions for the enter-prise. The system’s Speech Analyzerfunctionality allows for “precision moni-toring” based on pre-set keywords andphrases; ad-hoc drill down on recordedcalls for root cause analysis; and real-time, customizable call reporting. Thesystem aims to strengthen an organiza-tion’s bottom line while enhancing theexperiences of its customers.


NEXIDIA

Language Assessor

Nexidia’s Language Assessorautomates language skill assessment,optimizing call center agent recruitingand training. 1s

COMPANY WEBSITE: http://www.nexidia.com/FOUNDED: 2000SUMMARY: Nexidia Language Assessorcompares a call center applicant’srecorded reading of a script to the pho-netic standard of that language, meas-uring the quality of pronunciation andfluency. The application then reviews,scores and ranks the recorded data, ulti-mately assisting companies with theirevaluation of hundreds of call centeragent applicants. Call centers can alsouse the technology for ongoing trainingand development of employee languageskills. Language Assessor is available in33 languages supported by Nexidia.Nexidia OnDemand is also available. 2

PRICING INFORMATION: Pricing is basedon whether the software is licensed orhosted. Pricing starts at $25,000 for ahosted system.

http://www.nexidia.com/


http://www.nexidia.com/solutions/contact_center/language_assessor

www.knoahsoft.com

http://www.knoahsoft.com/harmony.html


INTRO


INDEX

ASPECT

AURIX

AUTONOMYETALK

BBNTECHNOLOGIES

CALLCOPY

CALLMINER

ELOYALTY

ENVISION

HIGHERGROUNDINC.


KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY


VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

NEXIDIA

Enterprise Speech Intelligence (ESI)

Nexidia Enterprise Speech Intelligence(ESI) is a phonetic speech analyticsapplication that extracts actionableknowledge from audio assets. 1s

COMPANY WEBSITE: http://www.nexidia.com/FOUNDED: 2000SUMMARY: Nexidia ESI provides a scala-ble speech analytics application thatenables users to extract actionableknowledge from audio assets. The toolmines audio content and delivers rele-vant knowledge and intelligence to bothcommercial and government organiza-tions. The call categorization functiongroups audio by key subject areas foranalysis. Multi-categorization enablesorganizations to visualize and analyzethe many dimensions of customer inter-actions. ESI can also be used to helpusers identify up-sell and cross-sellopportunities and improve first call res-olution and call center agent effective-ness. Nexidia OnDemand is also avail-able.2

PRICING INFORMATION: Pricing is basedon whether the software is licensedor hosted. Pricing starts at $25,000for a hosted system.

NICE SYSTEMS

NICE Interaction Analytics

NICE Interaction Analytics providescompanies with in-depth informationbased on keywords, call flow and emo-tional parameters on both the customerand agent side of an interaction. s

COMPANY WEBSITE: www.nice.comFOUNDED: 1986SUMMARY: NICE Interaction Analyticsuses a broad set of speech analyticsengines to analyze customer interac-tions. The system provides users withaccurate and quantifiable businessinformation, giving enterprises theopportunity to improve call center oper-ations and develop business decisionsbased on customer interactions. NICEInteraction Analytics identifies repeatcallers, shows the root causes of callspikes and increased average handlingtimes, and indicates agent knowledgegaps. The system aims to improve cus-tomer satisfaction, loyalty and retentionand maximize sales and marketing-effort effectiveness.


http://www.nice.com

http://www.nice.com/solutions/enterprise/interaction_analytics.php



http://www.nexidia.com/solutions/contact_center/enterprise_speech_intelligence


INTRO


INDEX

ASPECT

AURIX

AUTONOMYETALK

BBNTECHNOLOGIES

CALLCOPY

CALLMINER

ELOYALTY

ENVISION

HIGHERGROUNDINC.


KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY


VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

NUANCE

Nuance Recognizer

Nuance Recognizer is a speech-recognition system that helpsincrease the efficiency of self-serviceapplications. s

COMPANY WEBSITE: http://www.nuance.comFOUNDED: 1992SUMMARY: Nuance Recognizer aims toincrease the efficiency of a company’sself-service applications by improvingthe accuracy, ease of use and reliabilityof the applications, resulting in bettercustomer experiences. The system’sacoustic models allow for more naturalconversations, making first-call resolu-tion more likely. Load balancing,resource management, multi-tenancyand centralized logging and monitoringservices are intended to enhance thecustomer’s self-service reliability. Acentralized server management stationmakes reporting, tuning and other ana-lytical tasks easier.


ONVISOURCE

Explora Speech Analytics

Explora Speech Analytics usescustomer interaction data collection,phonetic audio search technology anda rules engine to monitor call centerinteractions. s

COMPANY WEBSITE: www.onvisource.comFOUNDED: 2004SUMMARY: Explora Speech Analytics,part of the OnviCord Pro call recordingsystem, analyzes recordings from Onvi-Cord Pro or existing call recording andarchiving systems to provide insightinto every call. Analysis occurs in nearreal time, or as soon as the call record-ing is stored and the call is disconnect-ed. Call recording search functionalityallows users to search for recordingsbased on words or phrases, the time thecall was started, the duration of the call,or the channel the call was received on.Additional functionality includes auto-mated agent scoring and compliancemanagement.


www.onvisource.com

http://www.onvisource.com/products/onvicord/Explora.php

www.nuance.com

www.nuance.com

http://nuance.com/recognizer/


INTRO


INDEX

ASPECT

AURIX

AUTONOMYETALK

BBNTECHNOLOGIES

CALLCOPY

CALLMINER

ELOYALTY

ENVISION

HIGHERGROUNDINC.


KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY


VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

SIVOX

RealCall

SIVOX RealCall is a development,deployment and redevelopment trainingplatform for call center agents. 1s

COMPANY WEBSITE: http://www.sivox.comFOUNDED: 2008SUMMARY: Summary: SIVOX RealCallcreates training simulations for call cen-ter agents, giving trainees experiencewith customer scenarios and call centersystems before taking live calls. Real-Call’s simulations are based on actualcall center best practices and can becreated and edited by an organization’scall center management staff. Using aspeech-recognition engine, RealCall lis-tens to the call center agent’s speech,compares it with ideal responses andguides the agent through training. Real-Call’s SIVOX Knowledge Center con-tains a repository of past and presentsimulations, expert advice, tutorials andquizzes for continued call center agenttraining. The solution is Java andWeb-based and downloadable to agent work-stations. The system is also available asa hosted solution.2

PRICING INFORMATION: Standard pricingfor SIVOX RealCall is $25 per user permonth as a hosted ASP Internet solu-tion or $300 per user for a traditionalperpetual license. SIVOX RealCall canbe purchased as a turnkey 90-dayQuickstart Internet Pilot, which includes200 user licenses, implementation andsetup, three pre-developed simulations,consultation and training for $25,000.

UTOPY

Utopy SpeechMiner

Utopy SpeechMiner records customerinteractions and analyzes each call forrelevant topics and events to helpaddress business challenges. 1s

COMPANY WEBSITE: http://www.utopy.com/FOUNDED: 1999SUMMARY: Utopy SpeechMiner providesa complete customer intelligence solu-tion through speech analytics. The sys-tem analyzes all conversations betweencustomers and call center agents, iden-tifying and catego¬rizing exactly whattook place within each interaction. Theresults of this analysis are presentedthrough an intuitive workflow thatinclud¬es customizable dashboards,reports and alerts. SpeechMiner sup-ports and understands 30 languagesand can be configured for single ormulti-site environments. SpeechMineraims to help organizations understandwhy customers call and allows them toimprove up-sell and cross-sell opportu-nities and gain insight into how busi-ness processes affect the customerexperience. SpeechMiner is availableon-demand, on-premise and through amanaged service model.

PRICING INFORMATION: Pricing depends onnumber of seats (concurrent agents),volume of calls processed/analyzed,licensing model chosen, modules, andlanguages. (Declined to provide addi-tional pricing details.)

http://www.utopy.com/

http://www.utopy.com/

http://www.utopy.com/section2a.cfm?article_level2_category_id=7&article_level2a_id=287

http://www.sivox.com

http://www.sivox.com/content/section/10/41/


INTRO


INDEX

ASPECT

AURIX

AUTONOMYETALK

BBNTECHNOLOGIES

CALLCOPY

CALLMINER

ELOYALTY

ENVISION

HIGHERGROUNDINC.


KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY


VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

VERINT WITNESSACTIONABLE SOLUTIONS

Impact 360 Speech Analytics

Impact 360 Speech Analyticsautomatically categorizes and analyzesrecorded customer interactions toreveal the root causes of customerperceptions, business outcomes andcall volumes. s

COMPANY WEBSITE: http://www.verint.comFOUNDED: 1994SUMMARY: Verint’s Impact 360 SpeechAnalytics combines structured and un-structured data collected from recordedcustomer interactions, enabling organi-zations to better understand customerbehavior by automatically categorizingand analyzing customer interactioncontent to reveal call drivers, root caus-es of customer perception and businessoutcomes, competitive threats andmarket opportunities, and trends thatmight not otherwise be detected with-out listening to thousands of callrecordings. Impact 360 Speech Analyt-ics processes, retains and mines theentire call content—not just predefinedkeywords/phrases. Its data-miningengine analyzes and surfaces key cir-cumstances that positively and nega-tively affect business performance, suchas account closures. 2

PRICING INFORMATION: Starting price is$625 per seat.

VIRTUALLOGGER

VirtualMonitor

VirtualLogger’s VirtualMonitor is a full-time virtual recording and monitoringservice that allows users to pay basedon how much they record. 1

COMPANY WEBSITE: http://www.virtuallog-ger.com/FOUNDED: 1996SUMMARY: VirtualMonitor is a hosted vir-tual recording and monitoring servicethat can be configured to record calls asneeded, allowing users to pay based onthe amount of time recorded. Users canincrease or decrease recording capacityas their needs change. Recordings arestored in VirtualLogger’s system andcan be played back at the user’s con-venience. Integrating scoring tools,screen capture, speech-recognition-based audio data mining, and automat-ed or live-agent third-party qualitymonitoring is also available.

PRICING INFORMATION: One-time setupfee, monthly access fee, pay per sched-uled monitoring time. (Declined to pro-vide additional pricing details.)

http://www.virtuallogger.com/index.html

http://www.virtuallogger.com/index.html

http://www.virtuallogger.com/ProductList/virtualmonitor.html

http://www.verint.com

http://verint.com/contact_center/section2a.cfm?article_level2_category_id=21&article_level2a_id=277


INTRO


INDEX

ASPECT

AURIX

AUTONOMYETALK

BBNTECHNOLOGIES

CALLCOPY

CALLMINER

ELOYALTY

ENVISION

HIGHERGROUNDINC.


KNOAHSOFT

NEXIDIA

NICE SYSTEMS

NUANCE

ONVISOURCE

SIVOX

UTOPY


VIRTUALLOGGER

VOICESENSE

ABOUTSEARCHCRM.COM

METHODOLOGY

VOICESENSE

VoiceSensor

VoiceSensor is a real-time, automatedvoice-analysis system that detects cus-tomer dissatisfaction during customercalls. 1

COMPANY WEBSITE: www.voicesense.comFOUNDED: 2000SUMMARY: VoiceSensor analyzes calls inreal time and provides online alerts tosupervisors and agents when it detectsemotion and dissatisfaction within acall. Lists of unsatisfied customers canbe generated and audio recordings arestored for further analysis and training.The system also provides customizablereports for tracking changes and trendsin customer dissatisfaction over time.VoiceSensor also profiles agent andcustomer interaction styles.

PRICING INFORMATION: For 250 seats:$125,000+$23,000-additional services:installation, training and so forth.

www.voicesense.com

http://www.voicesense.com/

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Guide methodology: TechTarget has not evaluated the products listed &/or described in this Directory and does not assume any liabilityarising out of the purchase or use of any product described herein, neither does it convey any license or rights in or to any of the evaluatedor listed products. TechTarget has prepared this Directory from sources deemed reliable (including vendors, research reports and certainpublicly available information). TechTarget has used good faith efforts to indicate when content has been provided by a vendor and, insome cases, has removed what it has deemed to be overt marketing language.

TechTarget is not responsible for any errors or omissions contained in this Directory or for interpretations thereof, and expressly dis-claims all warranties as to the accuracy, completeness or adequacy of all content contained herein. This disclaimer of warranty is in lieu ofall warranties whether expressed, implied or statutory, including implied warranties of merchantability or fitness for a particular purpose.Information in this Directory is current as of Q2 2008 with some updates in Q1 2009. For more recent information, please check the ven-dors’ websites. The opinions expressed herein are subject to change without notice.

© 2009 TechTarget, Inc. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written per-mission is forbidden. TechTarget and the TechTarget logo are registered trademarks of TechTarget, Inc.; all other trademarks are the prop-erty of their respective companies.

To compile this guide, our editorial team initially consulted research reports by major analyst firms covering the call center softwaremarket and contacted vendors about products reviewed by those firms. Editors also conducted additional Internet research and solicitedfeedback from our expert contacts. A notice about the project was posted on SearchCRM.com and listed regularly in our email newslet-ters.

Vendors were invited to submit listings via a form on the website. For vendors that did not submit listings, our editorial team compiledlistings by excerpting information from the vendor’s website. All entries, whether they were vendor-submitted or compiled by our team,were edited for length and clarity and to remove overt marketing language. In order to best assist our readers in assessing products, oureditorial team attempted to obtain basic pricing information for all products in this directory—requesting information from vendors multi-ple times via email. Vendors that did not respond, or refused to provide any pricing information, have this statement on their listings:“Declined or failed to provide pricing.” Vendors that provided only some information, but no dollar figures, have their submitted informa-tion reflected here, along with this statement: “Declined to provide additional pricing details.”

Collection of data for this directory took place during the second calendar quarter of 2008 with some updates in Q1 2009. As with anydirectory of this kind, products and vendors may change substantially at any time. Though every effort was made to make this directory ascomplete and accurate as possible, there may be changes, errors, omissions or vendors in this market not included in this guide. Nothingin this guide should be construed as endorsements, professional suggestions or advice. This directory should be used simply as aresource. We strongly urge you to supplement this with your own research and to contact vendors for the most up-to-date informationabout their companies or products. It is our intent to update this directory annually, but that is subject to change.

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