On an annual basis, DMG Consulting conducts independent customer satisfaction surveys to measure end-user satisfaction with vendors and their products, as well as their service, support, professional services, training and innovation. DMG conducts these studies because they provide great insights into general market trends and challenges, in addition to end-user satisfaction and issues and concerns about vendors, as participants are open and candid in sharing their successes and challenges with us.
This study evaluates the performance of the six vendors analysed in detail in the 2012–2013 Speech Analytics Market Report: CallCopy, CallMiner, Nexidia, NICE, UTOPY and Verint. All six of the vendors participated in the satisfaction analysis in the prior year’s study. To perform this analysis, each of the six vendors was asked to provide the names of five customers who had agreed in advance to participate in the satisfaction survey. These references could not be the same ones provided for the 2011 Report. Since confidentiality is important to the reference participants and respected throughout our process, the names of the references and the companies that they represent are not directly attributed to any of the comments or ratings included in the customer satisfaction analysis.