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음성 분석 시장 : 성장, 동향, COVID-19의 영향, 예측(2021-2026년)

Voice Analytics Market - Growth, Trends, COVID-19 Impact, and Forecasts (2022 - 2027)

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음성 분석 시장 : 성장, 동향, COVID-19의 영향, 예측(2021-2026년) Voice Analytics Market - Growth, Trends, COVID-19 Impact, and Forecasts (2022 - 2027)
발행일 : 2022년 01월 페이지 정보 : 영문

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음성 분석 시장 규모는 2021-2026년 예측기간 중 15%의 CAGR로 성장할 것으로 예상됩니다.

  • 인터넷과 그 성장을 지원하는 다양한 기술 애플리케이션 성장에 따라 조직이 방대한 양의 데이터를 분석해 의미 있는 통찰력을 이끌어내는 것은 어려운 경우가 많습니다. 몇 년에 걸쳐 데이터로부터 비지니스 인사이트를 분석 및 취득하기 위해서 많은 분석 기술 및 툴이 조직에 의해 개발되어 왔습니다.
  • 음성 분석은 조직이 데이터를 활용하고 구어를 분석할 수 있도록 하는 브랜치 분석의 하나입니다. 대화 중에서의 감정 분석 등 소매업 등의 조직이 제품과 서비스에 대한 사용자 경향을 실시간으로 이해하는데 도움이 되는 분석을 하기 때문에 가장 빠르게 성장하고 있는 기술의 하나로 여겨지고 있습니다.
  • 특히 음성 분석의 가장 널리 사용되고 있는 애플리케이션은 에이전트와 발신자 간의 구조화 및 비구조화된 통화 쌍방을 활용하고, 유용한 정보를 제공하는 콜센터에 있습니다. 기타 가능한 애플리케이션은 생물 음향학, 정신건강 케어, 은행 및 금융 시장 등의 분야에서 찾아낼 수 있습니다.
  • 예를 들어 Voicesense가 공개한 사례 연구에 의하면 유럽의 은행으로부터 보내진 채무자의 음성 샘플로 기업의 음성 분석 기술을 테스트하고, 알고리즘에 의해 녹음이 저위험, 중위험, 고위험으로 분류되고, 6%가 저위험, 27%가 고위험이라고 보고되었습니다. 그로 인해 음성 분석은 은행, 금융 서비스 및 보험 부문 조직이 부정을 방지하는데 도움이 될 가능성이 있습니다.
  • 또한 음성 분석은 말하는 것만 분석하고 말하는 방법은 분석하지 않는 대화 분석(발화 분석)과는 달리 음절 피치, 템포, 톤, 리듬 등 음성 요소의 음성 패턴을 분석하여 음성 메모를 모니터링하는 경우에도 사용할 수 있습니다. 예를 들어 고객 케어에서 시나리오 음성 분석은 모욕적인 표현을 특정할 수 있어 부적절한 언어, 피치 및 알고리즘 같은 이상이 검출되면 관리자에게 전화를 겁니다.
  • 헬스케어 부문에서 음성 분석은 우울증이나 다른 정신건강 문제를 안고 있는 환자를 감시하기 위해서 사용됩니다. 예를 들어 세계보건기구에 의하면 세계에서 2억 6,400만명 이상이 우울증에 시달리고 있습니다. 또한 우울증의 경제적 부담은 연간 2,105억 달러로 추정됩니다. 이것은 헬스케어 업계의 성장 기회에 대응하기 위해서 음성 분석 시장에 투자하는 많은 벤더를 끌어들이고 있습니다.
  • 또한 2020년에 UCLA 연구자가 실시한 심각한 정신질환, 조울증 및 주요우울장애 47명의 환자를 MyCoachConnect로 불리는 애플리케이션을 사용해 추적한 조사에 의하면 인터랙티브 음성 애플리케이션과 USC의 신호 분석 및 해석 연구소(SAIL, Signal Analysis and Interpretation Laboratory)를 사용한 데이터 분석은 환자의 건강 상태를 감시하기 위한 효과적인 방법이었습니다.
  • 이러한 사례에 의해 업계 전체의 많은 조직이 기록된 데이터, 소셜 미디어 데이터, 기타 신디케이트 데이터 등의 데이터 소스를 활용해 사용자를 이해하는 음성 분석 전개를 검토하고 있습니다. 또한 기업이 마케팅, CRM, 판매 서포트 등의 통합 솔루션을 필요로 하는 복잡한 IT 구조를 취급하고 있기 때문에 호환성 문제를 경감할 수 있는 온프레미스 솔루션 수요가 증가하고 있습니다. 그러나 확장성과 클라우드 솔루션의 유연성은 클라우드 전개의 성장을 활용합니다.

세계의 음성 분석(Voice Analytics) 시장을 조사했으며, 시장 개요, 시장 성장 촉진요인 및 저해요인 분석, 시장 기회, Covid-19의 영향, 컴포넌트·전개·조직 규모·용도·최종 이용 산업·지역별 시장 규모 추정과 예측, 경쟁 상황, 주요 기업 개요 등 체계적인 정보를 제공합니다.

목차

제1장 서론

제2장 조사 방법

제3장 주요 요약

제4장 시장 역학

  • 시장 개요
  • 시장 추진력
  • 시장 성장 억제요인
  • 밸류체인 분석
  • Porters Five Force 분석
    • 신규 참여업체의 위협
    • 구매자/소비자의 협상력
    • 공급 기업의 협상력
    • 대체 제품의 위협
    • 경쟁 기업간 경쟁 관계
  • COVID-19가 업계에 미치는 영향 평가

제5장 시장 세분화

  • 컴포넌트별
    • 솔루션
    • 서비스
  • 전개별
    • 클라우드
    • 온프레미스
  • 조직 규모별
    • 중소기업
    • 대기업
  • 용도별
    • 헬스 모니터링
    • 감정 분석
    • 세일즈와 마케팅
    • 위험과 부정 검출
    • 통화 모니터링
  • 최종 이용 산업별
    • 소매와 E-Commerce
    • 통신과 IT
    • 은행, 금융 서비스, 보험
    • 헬스케어
    • 정부와 방위
    • 기타
  • 지역별
    • 북미
    • 유럽
    • 아시아태평양
    • 라틴아메리카
    • 중동과 아프리카

제6장 경쟁 상황

  • 기업 개요
    • ThoughtSpot, Inc.
    • Verint Systems
    • VoiceBase, Inc.
    • Avaya
    • VoiceSense Ltd
    • Uniphore
    • Talkdesk
    • audEERING GmbH
    • RankMiner, Inc.
    • SESTEK
    • Beyond Verbal
    • Invoca, Inc.

제7장 투자 분석

제8장 시장 기회와 동향

KSM 21.03.04

The Voice Analytics Market is expected to register a CAGR of 15% over the forecast period (2021 - 2026)

Key Highlights

  • With the growth of the internet and various technological applications that support its growth, it often difficult for organizations to analyze the huge volume of data to derive some meaningful insight. Over the years many analytical techniques and tools have been developed by organizations to analyze and obtain business insights in order to analyze and obtain business insight from data.
  • Voice analytics is one such branch analytics that enables organizations to leverage the data to analyze spoken words, it is considered as one of the fastest-growing technologies owing to its sentiment analyses among others which amidst the conversation which helps organizations such as retail to understand users' inclination towards a product or service in real-time.
  • Amongst others, the most widely used application of voice analytics is in call centers as it provides useful information leveraging both structured and unstructured calls between the agent and callers, other possible applications could be found in fields such as bioacoustics, mental healthcare, banking & finance markets among others.
  • For instance, according to the case study published by Voicesense, that tested the company' voice analytics technology on the voice samples from debtors send by a European bank, on which the algorithm classified the recordings into low, medium and high risk and reported 6% to low-risk, 27% to high risk. Thereby voice analysis could helpsorganziations from BFSI sector to help prevent frauds.
  • Furthermore, voice analytics could also be used in monitoring the audio voice notes by analyzing audio patterns for vocal elements such as syllable pitch, tempo, tone, rhythm, unlike speech analytics that only analyzes what is spoken but not on how it is spoken. for instance, In the customer care, scenario voice analytics would be able to identify profanity, the inappropriate language, pitch and algorithm would direct the call to a supervisor upon detection of such anomalies.
  • As with the healthcare sector, voice analytics is used to monitor patients with depression and another mental health issue. for instance, According to the World Health Organization, more than 264 million people worldwide suffer from depression. Additionally, the economic burden of depression is estimated at USD 210.5 billion per year. This is attracting many vendors to invest in the voice analytics market to cater to the growing opportunity in the healthcare industry.
  • Futhermore, according to a study published in the year, 2020 conducted by researchers at UCLA that followed 47 patients with serious mental illness, bipolar disorders, and major depressive disorders up to 14 months using an application called MyCoachConnect found that use of interactive voice applications and analysis of data using USC' Signal Analysis and Interpretation Laboratory (SAIL) was an effective way to monitor the wellbeing of patients.
  • Owing to these instances many organizations across industries are considering deploying voice analytics leveraging data sources such as recorded data, social media data, and other syndicate data to understand its users. Also, there's been a trend with the demand for an on-premise solution as companies deal with complex IT structures that required integrated solutions such as marketing, CRM, sales support among other which allows them to mitigate compatability issues, however with the added scalability and flexibility of cloud solutions would leverage the growth of cloud deployments.

Key Market Trends

Applications driving the growth of the market

  • Organizations across industries such as IT are leveraging their cutting-edge contact centers with analytical solutions such as Behavioral Predictive Voice Analytics (BPVA) that enable it to predict which potential job candidates are very likely to succeed. The BPVA technology relies on the vocal elements to provide a completely new data source from which insights can be gleaned leveraging its potential to characterize the behavioral and personality traits patterns through the innovation of combining voice analytics, AI, signal processing and psychology.
  • Also, recent trends have shown the application of voice analytics to detect Parkinson's disease in patients as with most cases with people diagnosed with Parkinson's disease has speech or voice disorders. By analyzing the voice samples of the people, the solution would confirm whether or not the person suffers from the diseases. For instance, Cogita Corporation, using its Social Signal Processing platform developed an inexpensive, scalable voice analytics solution that is able to access cues from individuals' natural speech to provide non-invasive monitoring for psychological issues.
  • Furthemore, as with the financial industry with many market participants including analyst, institutional investors failing in detection of financial frauds, there's been growing trends with organizations looking for solutions that can timely report such financial frauds, with the ability of voice analytics to analyze verbal-linguistic cues and non-verbal cues drives the growth of the Voice Analytics Market.

North America to Hold Major Market Share

  • North America holds a major share for the voice analytics owing to factors, such as the increase in digital marketing spending, Central Intelligence Agency's increased technology spending, and increased focus on treating mental illness in the region among others.
  • Agencies, like the CIA, are actively funding ideas that might help track terrorists and foreign spy activity. Thereby such instance opens the opportunity for Silicon Valley startups, that are actively innovating the existing voice analytics solutions to develop innovative and attractive solutions, VoiceBase, a startup based in the United States provides a voice analytics platform that analyses vocal data from calls and categorizes calls using AI predictive analytics and determines the user's intent. Additionally, it also predicts future behavior using its machine learning capabilities.
  • According to National Institue of Mental Health(NIH), in the United States, nearly 1 in 5 of adults suffer from mental illness with varying degree of severity ranging from mild to moderate to severe, with many illnesses having no proper analytics tests that conclude the behavioral patterns among patients
  • Owing to such prevalence of mental illnesses voice analytics technologies are playing an important role, aiding in the detection of these diseases by increasing the sophistication and accuracy of the illness detection by analyzing the vocal data of the conversation.
  • Also, the growing investment by governments for the adoption of AI and machine learning technologies is further developing the market for interactive voice response technology that is able to perform sentiment analyses. For instance, San Mateo County's tax collector's office has adopted an advanced interactive voice response system that will allow callers to more efficiently review and pay their property taxes.
  • However, with the recent outbreak of global pandemic COVID-19 and the announcement of lockdowns across the world with the US economy reporting 701,000 loss in job in month of March 2020 and additional shutdown of few newly found startups may hinder the growth of the Voice Analytics Market.

Competitive Landscape

As with the increase in number adoptions across industries, the importance of voice in a multichannel world, risk management, focus on compliance and competitive market intelligence had led to the upsurge in demand of voice analytics market. Vendors in the market are focusing on partnerships and product enhancements leveraging advanced algorithms and technologies to counter the demand and gain market share.

  • November 2019 - VoiceBase, Inc announced added functionality to its existing voice analytics solution, the company reported that it will be adding text analytics component to its voice analytics solution to supplement its voice-driven insights. The solution leveraging the text analytics would allow users to ingest text data from sources including messaging, social platforms, email among others in order to generate a more accurate picture of customer interaction and sentiment
  • November 2019 - Avaya announced the availability of Avaya IX Contact Center that has now been integrated with Google Cloud Center AI leveraging its partnership with Google, The solution would be able to provide interactive voice response features to Dialogflow including other capabilities such as local dual-tone multi-frequency (DTMF) detection, barge-in, local prompt among others.

Additional Benefits:

  • The market estimate (ME) sheet in Excel format
  • 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 Study Deliverables
  • 1.2 Study Assumptions
  • 1.3 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET DYNAMICS

  • 4.1 Market Overview
  • 4.2 Market Drivers
  • 4.3 Market Restraints
  • 4.4 Value Chain Analysis
  • 4.5 Porters Five Force Analysis
    • 4.5.1 Threat of New Entrants
    • 4.5.2 Bargaining Power of Buyers/Consumers
    • 4.5.3 Bargaining Power of Suppliers
    • 4.5.4 Threat of Substitute Products
    • 4.5.5 Intensity of Competitive Rivalry
  • 4.6 Assesment of the Impact of COVID-19 on the Industry

5 MARKET SEGMENTATION

  • 5.1 Component
    • 5.1.1 Solution
    • 5.1.2 Services
  • 5.2 Deployment
    • 5.2.1 Cloud
    • 5.2.2 On-premise
  • 5.3 Organization Size
    • 5.3.1 Small and Medium-sized Enterprises
    • 5.3.2 Large Enterprises
  • 5.4 Application
    • 5.4.1 Health Monitoring
    • 5.4.2 Sentiment Analysis
    • 5.4.3 Sales & Marketing
    • 5.4.4 Risk & Fraud Detection
    • 5.4.5 Call monitoring
  • 5.5 End-user Vertical
    • 5.5.1 Retail & E-commerce
    • 5.5.2 Telecom & IT
    • 5.5.3 BFSI
    • 5.5.4 Healthcare
    • 5.5.5 Government & Defence
    • 5.5.6 Other End-user Verticals
  • 5.6 Geography
    • 5.6.1 North America
      • 5.6.1.1 United States
      • 5.6.1.2 Canada
    • 5.6.2 Europe
      • 5.6.2.1 Germany
      • 5.6.2.2 United Kingdom
      • 5.6.2.3 France
      • 5.6.2.4 Rest of Europe
    • 5.6.3 Asia-Pacific
      • 5.6.3.1 India
      • 5.6.3.2 China
      • 5.6.3.3 Japan
      • 5.6.3.4 Rest of Asia-Pacific
    • 5.6.4 Latin America
      • 5.6.4.1 Brazil
      • 5.6.4.2 Argentina
      • 5.6.4.3 Rest of Latin America
    • 5.6.5 Middle East and Africa
      • 5.6.5.1 United Arab Emirates
      • 5.6.5.2 Saudi Arabia
      • 5.6.5.3 Rest of Middle East and Africa

6 COMPETITIVE LANDSCAPE

  • 6.1 Company Profiles
    • 6.1.1 ThoughtSpot, Inc.
    • 6.1.2 Verint Systems
    • 6.1.3 VoiceBase, Inc.
    • 6.1.4 Avaya
    • 6.1.5 VoiceSense Ltd
    • 6.1.6 Uniphore
    • 6.1.7 Talkdesk
    • 6.1.8 audEERING GmbH
    • 6.1.9 RankMiner, Inc.
    • 6.1.10 SESTEK
    • 6.1.11 Beyond Verbal
    • 6.1.12 Invoca, Inc.

7 INVESTMENT ANALYSIS

8 MARKET OPPORTUNITIES AND FUTURE TRENDS

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