Biographical Information
Daniel Hong
Lead Analyst - Datamonitor
212-652-5375
Daniel Hong is part of Datamonitor’s technology R&A group where he heads the firm’s global voice business research and consulting practice. As an analyst on the Customer Interaction Team, Daniel analyzes trends, strategies and practices for speech recognition and IVR solutions across CRM, enterprise, desktop, mobile and ubiquitous computing environments. Daniel has authored numerous reports, benchmark studies and articles that examine the issues, trends, opportunities and trajectories of the voice business market. Over the years, he has acted as an advisor and consultant to Fortune 500 companies. He has also written many industry white papers on speech self-service and routing, process optimization, open-standards and enterprise IP solutions.
Articles by Daniel Hong
Trendspotting
10 Jan 2010
Pimp my IVR through personalization.
Trendspotting
27 Aug 2009
Google has another voice.
Trendspotting
01 Jun 2009
Is the Promise of Outbound IVR All Talk?
Industry Dashboard
01 Nov 2008
The Half Empty and the Half Full
Industry Dashboard
22 Aug 2008
Spotlight on Outbound IVR
Industry Dashboard
01 Jun 2008
IVR's Role in the Changing Contact Center
Industry Dashboard: The 2008 Forecast
25 Jan 2008
Industry Dashboard: Datamonitor
01 May 2007
Industry Dashboard/The Year in Review
30 Jan 2007
Industry Dashboard: Datamonitor
09 Nov 2006
Only nine global speech recognition deals were announced between August and October. (Network-based speech deals accounted for almost 80 percent of deals, while the remainder was PC-based.) So far, there have been 77 publicly announced customer wins in the speech recognition market in 2006. In 2005, there were 159 publicly announced wins. This means between now and the end of the year there has to be 82 announced wins for speech to equal that of 2005, which is highly unlikely.
Industry Dashboard: Datamonitor
12 Sep 2006
Over the past five months, (April to August) there has not been strong activity in terms of publicly announced customer wins in the global speech recognition market. The number of publicly announced speech recognition deals grew from 34 during the first three months of 2006 to reach a total of 69 deals year-to-date for 2006. Network-based speech deals continue to account for the majority of customer wins and revenue, as seen in the technology quadrant of the Industry Dashboard.
Industry Dashboard: Datamonitor
08 May 2006
Momentum continues to build in the speech industry. The number of publicly announced speech recognition deals grew from 15 in the January/February timeframe to reach a total of 34 deals year-to-date for 2006.
Industry Dashboard: Datamonitor
01 Mar 2006
The first two months in 2006 certainly started off on a strong note for speech recognition. There were 15 publicly announced customer wins across the globe, uptake in the entertainment, media and leisure vertical and some interesting, non-traditional deployments. Not surprisingly, the majority of the wins were network-based speech deals. PC and embedded speech, together, accounted for 20 percent of deals as seen in the technology quadrant in the Industry Dashboard. …
Industry Dashboard: Datamonitor
01 Jan 2006
This is the first of several studies that Datamonitor will be contributing to Speech Technology Magazine in 2006. These studies, called the Industry Dashboard series, provide insight into the uptake of speech recognition technology across various market segments in the industry. As industry analysts, it is prudent that we constantly track customer wins in order to align our information with the latest trajectory of the industry, identify new trends and provide accurate uptodate market sizing data.…
Creating Demand for Outsourced Voice Services
30 Apr 1997
Voice business outsourcing is a developing market with huge potential. As the wider voice market grows, standardized applications and new entrants to the space are creating a dynamic and responsive sector whose appeal transcends verticals.