Multiple Applications Gain Momentum

Automated speech supports telephone company goals for greater differentiation, personalization and customer care. Our proprietary survey of speech implementations reflects geometric growth and accelerated deployment strategies both in the network and customer care centers.

Carriers around the world are expanding their set of speech enabled offerings. At the end of 2003, the number of carriers around the globe approached 160 and the number of “deployments” (many of which have multiple applications approached 190.

Geographically speaking, North America and Europe have the most deployments: However the Pacific Rim is the site of a good deal of new activity.

Portals, VAD and Messaging show staying power: They have the highest incidence of deployments in the installed base. However, this is a red herring of sorts as the preponderance of new implementations are destined to be more customer-oriented self service applications.

Wireless Carriers Predominate: As one would expect thanks to the need for hands-free access to services; however we expect to see more evidence of shared or single-number access to customer services resources for integrated carriers, like Sprint and Bell Canada. 数据挖掘研究院

Carriers are moving to multiple implementations: Speech in the telecom domain is bound to grow as individual carriers add more applications to existing platforms and acquire new platforms to support new services.

ASR Share Reflects Vendor Legacy: In the aggregate, Nuance is the share leader in terms of deployment. On an applications basis, Nuance has significant leadership in Voice Portal and Customer Care deployments, while Scansoft has greater share in Directory Assistance and Messaging. In the other categories share is substantially even.

Approaching the 100K Port Milestone. We’re rapidly approaching a milestone with more than 100,000 speech ports in service for the telecommunications industry.