Landscape Report

New Tech: AI-Fueled Speech Analytics Solutions, Q2 2018

Forrester's Landscape Overview Of 31 Providers

June 21st, 2018
Kjell Carlsson, PhD, null
Kjell Carlsson, PhD
With contributors:
Daniel Hong , Carlton A. Doty , Sarah Dawson , Christine Turley


The introduction of artificial intelligence (AI) technologies into speech analytics has turned this once-quiet backwater of the customer service world into a growing market for customer insight across sales, service, and marketing. This report presents a review of 21 vendors in the AI-fueled speech analytics tools market. Application development and delivery (AD&D) pros should use it to understand the capabilities within major market segments and to inform their technology strategies.

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