음성 분석 시장 : 규모 조사, 예측, 전개별, 용도별, 기업 유형별, 최종 사용자별, 지역별 분석(2023-2030년)

Global Speech Analytics Market is valued at approximately USD 3.31 billion in 2022 and is anticipated to grow with a healthy growth rate of more than 15.6% over the forecast period 2023-2030. Speech analytics utilizes speech recognition, machine learning, and natural language processing to transcribe spoken words into text and analyze them for patterns, keywords, and discussions related to customer sentiment, preferences, and requirements. Its primary goals include understanding customer interactions, improving the customer experience, ensuring compliance, identifying trends and patterns, optimizing operations, and deriving business insights. These tools provide real-time voice recordings and feedback for contact centres to enhance customer understanding, satisfaction, and agent performance. Speech technology becomes integral to growth strategies as agencies prioritize flexibility and scalability in their operations. The growing recognition of analytics' role in boosting customer retention and satisfaction, rising emphasis on compliance and risk management, along with increasing significance of voice in a multi-channel world are the most prominent factors that are propelling the market demand across the globe.

Additionally, call centre companies are increasingly adopting speech analytics platforms to improve the consumer experience, boost revenue, and enhance agent productivity while ensuring compliance. According to Account Recovery.net, 67% of companies employ speech analytics to reduce non-compliance and enhance agent performance. These solutions empower organizations to analyze customer-agent interactions, providing valuable intelligence to enhance customer experience and streamline operational processes. Additionally, call centres are embracing text analysis solutions to uncover insights that optimize future interactions and enhance real-time one-to-one customer engagements. These solutions also facilitate improved quality assurance for customer experience and mitigate micromanagement in business operations. For instance, in April 2023, SESTEK, a conversational automation company, partnered with CCC, a leading business processing outsourcing organization, to implement speech analytics, voice AI, and voice recognition solutions, driving growth and unlocking new opportunities in the public and services sectors. Furthermore, stringent compliance regulations for contact centres highlight the importance of real-time monitoring of customer calls, making speech analytics solutions integral to ensuring compliance and enhancing customer satisfaction while mitigating legal and regulatory risks. Thus, the increasing demand for speech analytics solutions within call centre services is expected to fuel market demand at a substantial rate. Moreover, the rise in adoption of cloud-based speech analytics solutions, as well as the increasing penetration of Machine Learning (ML) and Artificial Intelligence (AI) in solutions for better customer experience presents various lucrative opportunities over the forecasting years. However, the high investment cost and the rise in concern for data privacy & security are hindering the market growth throughout the forecast period of 2023-2030.

The key regions considered for the Global Speech Analytics Market study include Asia Pacific, North America, Europe, Latin America, and Middle East & Africa. North America dominated the market in 2022 owing to the advent of Industry 4.0 and digital transformation, the high presence of prominent regional players and numerous service providers, along increased digital marketing spending. Also, the country leverages groundbreaking technologies to facilitate the seamless integration of solutions. For instance, in March 2023, Aural Analytics, Inc., a provider of clinical-grade speech analytical platforms, announced that its Speech Vitals-ALS technology received recognition from the U.S. Food and Drug Administration as an innovative device. Whereas, Asia Pacific is expected to grow at the highest CAGR over the forecast years. The continuous expansion of outsourcing industries across countries like China, India, Australia, Indonesia, Vietnam, and the Philippines. These nations are leveraging technology to enhance efficiency, customer experience, employee experience, and various other aspects. For instance, in February 2023, Bharti Airtel Telecom, a leading telecom provider, collaborated with Nvidia to develop and implement an AI-based solution aimed at improving the customer experience for all inbound calls to its contact centre. Airtel will utilize its deep learning-based automatic speech recognition (ASR) alongside Nvidia's NVIDIANeMo conversational AI toolkit to accurately interpret language and enhance operations for better service to agents and consumers. Additionally, the Asia Pacific contact centre outsourcing sector is currently experiencing accelerated growth, prompting industry participants to offer innovative solutions to companies seeking to outsource their services.

Major market players included in this report are:

• Verint Systems Inc. (U.S.)
• NICE Ltd. (Israel)
• Avaya Inc. (U.S.)
• Genesys Telecommunications Laboratories, Inc. (U.S.)
• OpenText Corporation (U.S.)
• Uniphore Software Systems, Inc. (U.S.)
• CallMiner, Inc. (U.S.)
• Talkdesk, Inc. (U.S.)
• Amazon Web Services, Inc. (AWS) (U.S.)
• LiveVox Holdings, Inc. (U.S.)

Recent Developments in the Market:

• In October 2023, Talkdesk announced that it has enhanced the integration of generative AI with its Talkdesk CX Cloud platform and Industry Experience Cloud through product improvements. With the upgrade, companies from many sectors can set up and maintain the contact centre without needing any coding knowledge, all while providing a customized client experience.
• In August 2023, Kura, the independent outsourcer in the UK, and Avaya announced their partnership to integrate Avaya Enterprise Cloud and revolutionize Kura's contact centre capabilities. With this solution, the Kura user can provide their clients with digital and social channels, speech analytics, and inbound and outbound contact centre services on a reliable platform.
• In July 2023, Genesys declared that the company is leveraging Large Language Models (LLMs) to expand its generative AI capabilities. Employees can extract conversational intelligence from voice and digital interactions with the aid of the Genesys Cloud CX platform, which integrates auto-summarization to assist enterprises in increasing speed, quality, and accuracy.

Global Speech Analytics Market Report Scope:

• Historical Data - 2020 - 2021
• Base Year for Estimation - 2022
• Forecast period - 2023-2030
• Report Coverage - Revenue forecast, Company Ranking, Competitive Landscape, Growth factors, and Trends
• Segments Covered - Deployment, Enterprise Type, Application, End-user, Region
• Regional Scope - North America; Europe; Asia Pacific; Latin America; Middle East & Africa
• Customization Scope - Free report customization (equivalent to up to 8 analysts' working hours) with purchase. Addition or alteration to country, regional & segment scope*

The objective of the study is to define the market sizes of different segments & countries in recent years and to forecast the values for the coming years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within countries involved in the study.

The report also caters to detailed information about the crucial aspects such as driving factors & challenges that will define the future growth of the market. Additionally, it also incorporates potential opportunities in micro markets for stakeholders to invest along with a detailed analysis of the competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:

By Deployment:

• Cloud
• On-premise

By Enterprise Type:

• SMEs
• Large Enterprise

By Application:

• Sentimental Analysis
• Compliance Monitoring
• Agent Performance Monitoring
• Customer Experience Management
• Others

By End-user:

• IT & Telecom
• BFSI
• Healthcare
• Retail & E-commerce
• Travel & Hospitality
• Other

By Region:

• North America
• U.S.
• Canada
• Europe
• UK
• Germany
• France
• Spain
• Italy
• ROE
• Asia Pacific
• China
• India
• Japan
• Australia
• South Korea
• RoAPAC
• Latin America
• Brazil
• Mexico
• Middle East & Africa
• Saudi Arabia
• South Africa
• Rest of Middle East & Africa

Table of Contents

Chapter 1.Executive Summary

• 1.1.Market Snapshot
• 1.2.Global & Segmental Market Estimates & Forecasts, 2020-2030 (USD Billion)
  • 1.2.1.Speech Analytics Market, by Region, 2020-2030 (USD Billion)
  • 1.2.2.Speech Analytics Market, by Deployment, 2020-2030 (USD Billion)
  • 1.2.3.Speech Analytics Market, by Enterprise Type, 2020-2030 (USD Billion)
  • 1.2.4.Speech Analytics Market, by Application, 2020-2030 (USD Billion)
  • 1.2.5.Speech Analytics Market, by End-user, 2020-2030 (USD Billion)
• 1.3.Key Trends
• 1.4.Estimation Methodology
• 1.5.Research Assumption

Chapter 2.Global Speech Analytics Market Definition and Scope

• 2.1.Objective of the Study
• 2.2.Market Definition & Scope
  • 2.2.1.Industry Evolution
  • 2.2.2.Scope of the Study
• 2.3.Years Considered for the Study
• 2.4.Currency Conversion Rates

Chapter 3.Global Speech Analytics Market Dynamics

• 3.1.Speech Analytics Market Impact Analysis (2020-2030)
  • 3.1.1.Market Drivers
    • 3.1.1.1.Increasing demand for speech analytics solutions within call centre services
    • 3.1.1.2.Rising significance of voice in multi-channel worldwide
  • 3.1.2.Market Challenges
    • 3.1.2.1.High investment cost
    • 3.1.2.2.Rise in concern for data privacy & security
  • 3.1.3.Market Opportunities
    • 3.1.3.1.Rise in adoption of cloud-based speech analytics solutions
    • 3.1.3.2.Increasing penetration of Machine Learning (ML) and Artificial Intelligence (AI) in solutions for better customer experience

Chapter 4.Global Speech Analytics Market Industry Analysis

• 4.1.Porter's 5 Force Model
  • 4.1.1.Bargaining Power of Suppliers
  • 4.1.2.Bargaining Power of Buyers
  • 4.1.3.Threat of New Entrants
  • 4.1.4.Threat of Substitutes
  • 4.1.5.Competitive Rivalry
• 4.2.Porter's 5 Force Impact Analysis
• 4.3.PEST Analysis
  • 4.3.1.Political
  • 4.3.2.Economical
  • 4.3.3.Social
  • 4.3.4.Technological
  • 4.3.5.Environmental
  • 4.3.6.Legal
• 4.4.Top investment opportunity
• 4.5.Top winning strategies
• 4.6.COVID-19 Impact Analysis
• 4.7.Disruptive Trends
• 4.8.Industry Expert Perspective
• 4.9.Analyst Recommendation & Conclusion

Chapter 5.Global Speech Analytics Market, by Deployment

• 5.1.Market Snapshot
• 5.2.Global Speech Analytics Market by Deployment, Performance - Potential Analysis
• 5.3.Global Speech Analytics Market Estimates & Forecasts by Deployment 2020-2030 (USD Billion)
• 5.4.Speech Analytics Market, Sub Segment Analysis
  • 5.4.1.Cloud
  • 5.4.2.On-premise

Chapter 6.Global Speech Analytics Market, by Enterprise Type

• 6.1.Market Snapshot
• 6.2.Global Speech Analytics Market by Enterprise Type, Performance - Potential Analysis
• 6.3.Global Speech Analytics Market Estimates & Forecasts by Enterprise Type 2020-2030 (USD Billion)
• 6.4.Speech Analytics Market, Sub Segment Analysis
  • 6.4.1.SMEs
  • 6.4.2.Large Enterprise

Chapter 7.Global Speech Analytics Market, by Application

• 7.1.Market Snapshot
• 7.2.Global Speech Analytics Market by Application, Performance - Potential Analysis
• 7.3.Global Speech Analytics Market Estimates & Forecasts by Application 2020-2030 (USD Billion)
• 7.4.Speech Analytics Market, Sub Segment Analysis
  • 7.4.1.Sentimental Analysis
  • 7.4.2.Compliance Monitoring
  • 7.4.3.Agent Performance Monitoring
  • 7.4.4.Customer Experience Management
  • 7.4.5.Others

Chapter 8.Speech Analytics Market, by End-user

• 8.1.Market Snapshot
• 8.2.Global Speech Analytics Market by End-user, Performance - Potential Analysis
• 8.3.Global Speech Analytics Market Estimates & Forecasts by End-user 2020-2030 (USD Billion)
• 8.4.Speech Analytics Market, Sub Segment Analysis
  • 8.4.1.IT & Telecom
  • 8.4.2.BFSI
  • 8.4.3.Healthcare
  • 8.4.4.Retail & E-commerce
  • 8.4.5.Travel & Hospitality
  • 8.4.6.Other

Chapter 9.Global Speech Analytics Market, Regional Analysis

• 9.1.Top Leading Countries
• 9.2.Top Emerging Countries
• 9.3.Speech Analytics Market, Regional Market Snapshot
• 9.4.North America Speech Analytics Market
  • 9.4.1.U.S. Speech Analytics Market
    • 9.4.1.1.Deployment breakdown estimates & forecasts, 2020-2030
    • 9.4.1.2.Enterprise Type breakdown estimates & forecasts, 2020-2030
    • 9.4.1.3.Application breakdown estimates & forecasts, 2020-2030
    • 9.4.1.4.End-user breakdown estimates & forecasts, 2020-2030
  • 9.4.2.Canada Speech Analytics Market
• 9.5.Europe Speech Analytics Market Snapshot
  • 9.5.1.U.K. Speech Analytics Market
  • 9.5.2.Germany Speech Analytics Market
  • 9.5.3.France Speech Analytics Market
  • 9.5.4.Spain Speech Analytics Market
  • 9.5.5.Italy Speech Analytics Market
  • 9.5.6.Rest of Europe Speech Analytics Market
• 9.6.Asia-Pacific Speech Analytics Market Snapshot
  • 9.6.1.China Speech Analytics Market
  • 9.6.2.India Speech Analytics Market
  • 9.6.3.Japan Speech Analytics Market
  • 9.6.4.Australia Speech Analytics Market
  • 9.6.5.South Korea Speech Analytics Market
  • 9.6.6.Rest of Asia Pacific Speech Analytics Market
• 9.7.Latin America Speech Analytics Market Snapshot
  • 9.7.1.Brazil Speech Analytics Market
  • 9.7.2.Mexico Speech Analytics Market
• 9.8.Middle East & Africa Speech Analytics Market
  • 9.8.1.Saudi Arabia Speech Analytics Market
  • 9.8.2.South Africa Speech Analytics Market
  • 9.8.3.Rest of Middle East & Africa Speech Analytics Market

Chapter 10.Competitive Intelligence

• 10.1.Key Company SWOT Analysis
• 10.2.Top Market Strategies
• 10.3.Company Profiles
  • 10.3.1.Verint Systems Inc. (U.S.)
    • 10.3.1.1.Key Information
    • 10.3.1.2.Overview
    • 10.3.1.3.Financial (Subject to Data Availability)
    • 10.3.1.4.Product Summary
    • 10.3.1.5.Recent Developments
  • 10.3.2.NICE Ltd. (Israel)
  • 10.3.3.Avaya Inc. (U.S.)
  • 10.3.4.Genesys Telecommunications Laboratories, Inc. (U.S.)
  • 10.3.5.OpenText Corporation (U.S.)
  • 10.3.6.Uniphore Software Systems, Inc. (U.S.)
  • 10.3.7.CallMiner, Inc. (U.S.)
  • 10.3.8.Talkdesk, Inc. (U.S.)
  • 10.3.9.Amazon Web Services, Inc. (AWS) (U.S.)
  • 10.3.10.LiveVox Holdings, Inc. (U.S.)

Chapter 11.Research Process

• 11.1.Research Process
  • 11.1.1.Data Mining
  • 11.1.2.Analysis
  • 11.1.3.Market Estimation
  • 11.1.4.Validation
  • 11.1.5.Publishing
• 11.2.Research Attributes
• 11.3.Research Assumption