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Conferences DIRECTORY DA/Call Center Optimization Services |
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TABLE OF CONTENTS |
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Section |
| CHAPTER I: Executive Summary |
| 1.0 Background |
| 1.1 Explanation of Speech Technologies |
| 1.1.1 Definition |
| 1.1.2 Adoption of Speech Technologies |
| 1.2 Speech Technologies Used in Telephony |
| 1.2.1 Speech in the Network |
| 1.2.2 Types of Speech Technology |
| 1.2.2.1 Automatic Speech Recognition (ASR) |
| 1.2.2.2 Text-to-Speech (TTS) |
| 1.2.2.3 Speaker Verification |
| 1.2.2.4 Natural Language Understanding |
| 1.3 Technology Issues |
| 1.3.1 Accuracy |
| 1.3.2 Vocabulary Size |
| 1.3.3 Natural Language Understanding |
| 1.3.4 VoiceXML Standards |
| 1.3.5 Network-Based Versus Handset-Based |
| CHAPTER II: Telephony Applications and Services |
| 2.0 Overview |
| 2.1 Telephone Services and Applications |
| 2.1.1 Voice Dialing/Voice Command |
| 2.1.2 Information Services |
| 2.1.2.1 Voice Portals |
| 2.1.2.1.1 Voice Portals and Voice Dialing |
| 2.1.2.2 Telematics |
| 2.1.3 Operator Services |
| 2.1.3.1 Directory Assistance |
| 2.1.3.2 Enhanced DA |
| 2.1.3.2.1 National Directory Assistance |
| 2.1.3.2.2 DAC |
| 2.1.3.2.3 Concierge |
| 2.1.3.3 Location-Based Services |
| 2.2 Enterprise Telephony Applications |
| 2.2.1 Attendant Services |
| 2.2.1.1 Auto Attendant Features |
| 2.2.2 Messaging Services |
| 2.2.2.1 Voice Mail and Email |
| 2.2.2.2 Unified Messaging |
| 2.2.3 Contact Centers |
| 2.2.3.1 Virtual Personal Assistants |
| 2.3 Conclusion |
| CHAPTER III: Global Market Opportunities and Strategies |
| 3.0 Telephony and Speech Technology Context |
| 3.1 Benefits of Speech Recognition |
| 3.1.1 End User |
| 3.1.1.1 Security |
| 3.1.2 Enterprise |
| 3.1.3 Carrier/Service Provider |
| 3.1.3.1 Reduce Churn |
| 3.1.3.2 Stimulate Usage |
| 3.1.3.3 Effect Differentiation |
| 3.1.3.4 Create New Service Revenues |
| 3.1.3.5 Reduce Risks |
| 3.2 Global Value Chain |
| 3.2.1 Value Chain Analysis |
| 3.2.1.1 Service or End User Viewpoint |
| 3.2.1.2 Company Viewpoint |
| 3.2.1.3 Industry Viewpoint |
| 3.2.2 Voice (Speech) ASPs |
| 3.2.3 System Integrators |
| 3.3 Key Global Players and Strategies |
| 3.3.1 Speech Technology Vendors |
| 3.3.1.1 AT&T Labs |
| 3.3.1.2 BBN Technologies (Verizon) |
| 3.3.1.3 Elan Informatique |
| 3.3.1.4 Fonix |
| 3.3.1.5 IBM Voice Systems |
| 3.3.1.6 InfoSpace |
| 3.3.1.7 Lernout & Hauspie |
| 3.3.1.8 Locus Dialog |
| 3.3.1.9 Lucent Speech Solutions |
| 3.3.1.10 Microsoft Speech.Net |
| 3.3.1.11 Motorola |
| 3.3.1.12 Nuance Communications |
| 3.3.1.13 Philips Speech Processing |
| 3.3.1.14 Phonetic Systems |
| 3.3.1.15 ScanSoft |
| 3.3.1.16 SpeechWorks |
| 3.3.1.17 SRC |
| 3.3.1.18 Telisma |
| 3.3.1.19 Unisys |
| 3.3.1.20 Vocalis Group, plc |
| 3.4 New Developments Among Speech Application Vendors |
| 3.4.1 Voice Activated Dialing |
| 3.4.1.1 Comverse |
| 3.4.1.2 Preferred Voice |
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3.4.1.3 Toshiba |
| 3.4.2 Mobile Handsets and Devices |
| 3.4.2.1 Andrea Electronics |
| 3.4.2.2 ART |
| 3.4.3 Unified Messaging |
| 3.4.3.1 InterVoice-Brite |
| 3.4.3.2 Mitel |
| 3.4.3.3 Nortel |
| 3.4.4 Directory Assistance |
| 3.4.4.1 ISx |
| 3.4.4.2 varetis |
| 3.4.4.3 VoltDelta |
| 3.4.5 Enterprise/Auto Attendants |
| 3.4.5.1 Interactive Intelligence |
| 3.4.5.2 InterVoice-Brite |
| 3.4.6 Call Center/IVR |
| 3.4.6.1 Aspect |
| 3.4.6.2 Avaya |
| 3.4.6.3 Nortel |
| 3.4.6.4 Toshiba |
| 3.4.7 Personal Assistants |
| 3.4.7.1 Webley |
| 3.4.7.2 Wildfire |
| 3.4.8 Voice Portals |
| 3.4.8.1 BeVocal |
| 3.4.8.2 HeyAnita |
| 3.4.8.3 Tellme |
| 3.4.9 Telematics |
| 3.4.9.1 Visteon |
| 3.4.9.2 Webraska |
| CHAPTER IV: Global Market Dynamics and Forecast |
| 4.0 Perspectives |
| 4.1 Market Drivers |
| 4.1.1 Rising Accuracy |
| 4.1.2 Falling Prices |
| 4.1.3 Wider Adoption of Wireless |
| 4.1.3.1 Mobile Users |
| 4.1.3.2 Mobile CRM |
| 4.1.3.3 Location-Based Services |
| 4.1.4 Speech Technology Standards |
| 4.1.4.1 VoiceXML |
| 4.1.4.2 Other Standards |
| 4.1.5 Regulatory |
| 4.2 Market Barriers |
| 4.2.1 Quality Issues |
| 4.2.2 Usability Issues |
| 4.2.3 Assessment of Real Potential |
| 4.2.4 Mobile Internet |
| 4.3 Global Market Size and Forecast |
| 4.3.1 Revenues From Key Players |
| 4.3.2 Revenue Streams |
| 4.3.2.1 Speech Software Revenues |
| 4.3.2.2 Speech Software Revenue Shares |
| 4.3.2.3 Other Market Components |
| 4.3.3 Total Market Revenues |
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4.4 Revenue Models |
| 4.4.1 Advertising |
| 4.4.2 Subscription |
| 4.4.3 M-Commerce |
| 4.4.4 Effect Cost Reductions |
| 4.5 Market Shares |
| 4.5.1 Customer Markets3 |
| 4.5.1.1 Killer Application216 |
| 4.5.2 Geographic |
| 4.5.3 Technologies |
| CHAPTER V: Future Industry Trends and Issues |
| 5.0 Perspectives |
| 5.1 Industry Issues |
| 5.1.1 SALT |
| 5.1.2 Enhanced DA |
| 5.1.3 Data Devices |
| 5.1.4 Voice Commerce |
| 5.1.5 Telematics |
| 5.1.6 Voice Over IP (VoIP) and SIP |
| 5.2 Next Generation Speech Technologies |
| 5.2.1 Distributed Speech and Multimodal Developments |
| 5.2.2 Next Gen Call Centers |
| 5.2.3 Natural Language Understanding |
| 5.2.4 Visemes |
| 5.3 Conclusion |
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LIST OF TABLES & FIGURES |
| Tables |
| 2.1 Speech Technology Applications in Telephony Environments |
| 2.2 Voice Portals and Their Technology Partners |
| 2.3 Speech-Enabled Enterprise Applications and Functions |
| 2.4 Unified Messaging Providers |
| 3.1 Telisma Partners |
| 4.1 Nuance ASR Deployments in the Telco Carrier Segment |
| 4.2 2001 Vendor Revenue Shares |
| Figures |
| 1.1 Speech in the Network |
| 1.2 ASR Call Flow |
| 1.3 Integrated Speaker Verification Call |
| 1.4 Natural Language Processing |
| 1.5 VoiceXML Language Script |
| 2.1 Telephone Services and Applications |
| 2.2 Voice Portal Services |
| 2.3 Telematics Services |
| 2.4 Automatic DA Call Flow |
| 2.5 Automated Directory Assistance |
| 2.6 Location-Based Services |
| 2.7 Enterprise Solutions |
| 3.1 varetis Suite of Service Platform Components |
| 3.2 IBM WebSphere Voice Value Chain |
| 3.3 ASP Voice Value Chain |
| 3.4 Nuance Product Offerings |
| 3.5 Philips Product Offerings |
| 4.1 Core Global Speech Software Vendors |
| 4.2 Core Speech Firm Revenues -- 2000-2001 |
| 4.3 Core Firm and All Speech Software Firms -- 2000 - 2001 Revenues |
| 4.4 Growth Rates For Speech Software -- 2001-2006 |
| 4.5 Speech Software Revenues -- 2001-2006 |
| 4.6 Applications, Platform and Services Companies by Application |
| 4.7 Software Versus Applications/Services Revenues -- 2000-2006 |
| 4.8 Total Speech Market Revenues -- 2001 2006 |
| 4.9 Growth Rates for Total Speech Markets -- 2001-2006 |
| 4.10 Applications/Service Revenues -- 2001-2006 |
| 4.11 Customer Market Segments -- Percent of Total -- 2001 and 2006 |
| 4.12 Customer Market Segments -- Software Revenues -- 2001 and 2006 |
| 4.13 Top Speech Applications in Use Today |
| 4.14 Geographic Markets -- Percent of Total -- 2001 and 2006 |
| 4.15 Geographic Markets -- Software Revenues -- 2001 and 2006 |
| 4.16 Applications Segments -- Percent of Total -- 2001 |
| 4.17 Applications Segments -- Software Revenues -- 2001 and 2006 |
