음성 분석 시장 - 세계 산업 규모, 점유율, 동향, 기회, 예측 : 구성요소별, 도입 모드별, 조직 규모별, 용도별, 최종사용자별, 지역별 및 경쟁 상황(2021-2031년)

The Global Speech Analytics Market is projected to experience substantial growth, rising from USD 5.85 Billion in 2025 to USD 13.68 Billion by 2031, reflecting a CAGR of 15.21%. Defined as the automated process of analyzing recorded calls to extract insights regarding customer needs, sentiment, and agent performance, this technology is being adopted rapidly to enhance customer experience management and ensure strict regulatory compliance in sectors like healthcare and finance. Additionally, the drive to improve operational efficiency by identifying the root causes of call volumes supports the uptake of these solutions, distinguishing this demand from temporary technological trends.

However, the sector faces significant hurdles related to data privacy and the intricate security protocols necessary to safeguard sensitive consumer information. Organizations are required to navigate complex legal frameworks for recording and processing voice data, which can increase compliance costs and delay implementation. According to the International Customer Management Institute (ICMI), 66% of contact center leaders in 2024 expressed support for deploying AI applications, including speech analytics, to optimize operations, indicating a strong reliance on these technologies despite the challenges associated with data security.

Market Driver

The integration of advanced AI and machine learning algorithms acts as a transformative driver in the Global Speech Analytics Market, allowing organizations to automate the transcription and analysis of voice interactions. This technological capability facilitates the extraction of granular insights regarding sentiment, intent, and compliance, enabling contact centers to move from random sampling to analyzing 100% of calls to identify patterns that manual reviews would miss. Highlighting this trend, HubSpot's 'State of Service Report 2024' from September 2024 notes that 65% of customer experience leaders report their teams are already utilizing AI across operations to refine service strategies and workflows.

Concurrently, the rising emphasis on customer experience management propels market growth as businesses strive to turn support interactions into long-term retention opportunities. Speech analytics platforms are increasingly deployed to map customer journeys and detect friction points in real-time, aligning service delivery with consumer expectations for speed and personalization. Salesforce's 'State of Service' report from May 2024 reveals that 85% of service decision-makers expect their teams to contribute more to revenue through upselling and retention, driving the need for precise behavioral data. Furthermore, according to Zendesk in 2024, 70% of CX leaders plan to integrate generative AI into their touchpoints over the next two years to elevate engagement standards.

Market Challenge

Data privacy and the elaborate security protocols required to protect sensitive consumer information present a formidable barrier to the Global Speech Analytics Market. As organizations expand their operations, the legal frameworks governing voice data recording and processing become increasingly rigorous and varied across different jurisdictions. This complexity forces companies to direct substantial resources toward compliance rather than innovation, leading to extended implementation cycles and hesitation among potential buyers who fear the financial and reputational risks associated with data breaches.

As a result, these security concerns directly stall widespread adoption, preventing the technology from reaching its full potential. The impact is evident in deployment rates that lag behind the expressed interest in AI; according to the Call Centre Management Association (CCMA), nearly 62% of contact centers reported in 2024 that they do not utilize speech analytics solutions. This high non-adoption rate underscores that despite the promised operational benefits, the stringent requirements for protecting consumer privacy create friction that significantly hampers the broader expansion of the sector.

Market Trends

The focus on automated agent coaching and performance gamification is gaining momentum as contact centers increasingly rely on human agents for complex interactions that self-service options cannot resolve. With routine queries handled by automation, remaining conversations require higher levels of empathy, exposing a gap in traditional training methods. According to Calabrio's 'State of the Contact Centre 2025' report from March 2025, 59% of organizations fail to provide ongoing coaching to help agents adapt to these evolving AI-driven workflows, driving the adoption of intelligent platforms that use speech analytics to provide real-time behavioral guidance and active workforce development.

Simultaneously, the convergence of voice and text analytics for omnichannel insights is reshaping the market by removing silos between telephony and digital interactions. Businesses are realizing that analyzing voice data in isolation offers an incomplete view of the customer journey, as consumers fluidly switch channels during transactions. According to Invoca's 'Call Conversion Industry Benchmarks Report 2025' from October 2025, 35% of calls from digital marketing efforts resulted in qualified leads, highlighting the interdependence of online engagement and voice conversion. This trend compels vendors to develop unified analytics solutions that correlate text-based intent with voice sentiment to optimize the entire interaction lifecycle.

Key Market Players

• Verint Systems Inc.
• Avaya Inc.
• Micro Focus International PLC
• Genesys Telecommunications Laboratories Inc.
• CallMiner Inc.
• Nice Ltd.
• Raytheon BBN Technologies
• VoiceBase Inc. (LivePerson Inc.)
• OpenText Corporation
• Calabrio Inc.

Report Scope

In this report, the Global Speech Analytics Market has been segmented into the following categories, in addition to the industry trends which have also been detailed below:

Speech Analytics Market, By Component

• Service
• Solution

Speech Analytics Market, By Deployment Mode

• Cloud
• On-Premises

Speech Analytics Market, By Organization Size

• SMEs
• Large Enterprise

Speech Analytics Market, By Application

• Call Monitoring
• Customer Experience Management
• Agent Performance Monitoring
• Sales Performance Management
• Competitive Intelligence
• Risk and Compliance Management
• Others

Speech Analytics Market, By End-user

• BFSI
• Government & Defense
• Retail and eCommerce
• Healthcare and Life Sciences
• Energy and Utilities
• Media and Entertainment
• Travel and Hospitality
• Telecommunications and IT
• Others

Speech Analytics Market, By Region

• North America
  • United States
  • Canada
  • Mexico
• Europe
  • France
  • United Kingdom
  • Italy
  • Germany
  • Spain
• Asia Pacific
  • China
  • India
  • Japan
  • Australia
  • South Korea
• South America
  • Brazil
  • Argentina
  • Colombia
• Middle East & Africa
  • South Africa
  • Saudi Arabia
  • UAE

Competitive Landscape

Company Profiles: Detailed analysis of the major companies present in the Global Speech Analytics Market.

Available Customizations:

Global Speech Analytics Market report with the given market data, TechSci Research offers customizations according to a company's specific needs. The following customization options are available for the report:

Company Information

• Detailed analysis and profiling of additional market players (up to five).

Table of Contents

1. Product Overview

• 1.1. Market Definition
• 1.2. Scope of the Market
  • 1.2.1. Markets Covered
  • 1.2.2. Years Considered for Study
  • 1.2.3. Key Market Segmentations

2. Research Methodology

• 2.1. Objective of the Study
• 2.2. Baseline Methodology
• 2.3. Key Industry Partners
• 2.4. Major Association and Secondary Sources
• 2.5. Forecasting Methodology
• 2.6. Data Triangulation & Validation
• 2.7. Assumptions and Limitations

3. Executive Summary

• 3.1. Overview of the Market
• 3.2. Overview of Key Market Segmentations
• 3.3. Overview of Key Market Players
• 3.4. Overview of Key Regions/Countries
• 3.5. Overview of Market Drivers, Challenges, Trends

4. Voice of Customer

5. Global Speech Analytics Market Outlook

• 5.1. Market Size & Forecast
  • 5.1.1. By Value
• 5.2. Market Share & Forecast
  • 5.2.1. By Component (Service, Solution)
  • 5.2.2. By Deployment Mode (Cloud, On-Premises)
  • 5.2.3. By Organization Size (SMEs, Large Enterprise)
  • 5.2.4. By Application (Call Monitoring, Customer Experience Management, Agent Performance Monitoring, Sales Performance Management, Competitive Intelligence, Risk and Compliance Management, Others)
  • 5.2.5. By End-user (BFSI, Government & Defense, Retail and eCommerce, Healthcare and Life Sciences, Energy and Utilities, Media and Entertainment, Travel and Hospitality, Telecommunications and IT, Others)
  • 5.2.6. By Region
  • 5.2.7. By Company (2025)
• 5.3. Market Map

6. North America Speech Analytics Market Outlook

• 6.1. Market Size & Forecast
  • 6.1.1. By Value
• 6.2. Market Share & Forecast
  • 6.2.1. By Component
  • 6.2.2. By Deployment Mode
  • 6.2.3. By Organization Size
  • 6.2.4. By Application
  • 6.2.5. By End-user
  • 6.2.6. By Country
• 6.3. North America: Country Analysis
  • 6.3.1. United States Speech Analytics Market Outlook
    • 6.3.1.1. Market Size & Forecast
      • 6.3.1.1.1. By Value
    • 6.3.1.2. Market Share & Forecast
      • 6.3.1.2.1. By Component
      • 6.3.1.2.2. By Deployment Mode
      • 6.3.1.2.3. By Organization Size
      • 6.3.1.2.4. By Application
      • 6.3.1.2.5. By End-user
  • 6.3.2. Canada Speech Analytics Market Outlook
    • 6.3.2.1. Market Size & Forecast
      • 6.3.2.1.1. By Value
    • 6.3.2.2. Market Share & Forecast
      • 6.3.2.2.1. By Component
      • 6.3.2.2.2. By Deployment Mode
      • 6.3.2.2.3. By Organization Size
      • 6.3.2.2.4. By Application
      • 6.3.2.2.5. By End-user
  • 6.3.3. Mexico Speech Analytics Market Outlook
    • 6.3.3.1. Market Size & Forecast
      • 6.3.3.1.1. By Value
    • 6.3.3.2. Market Share & Forecast
      • 6.3.3.2.1. By Component
      • 6.3.3.2.2. By Deployment Mode
      • 6.3.3.2.3. By Organization Size
      • 6.3.3.2.4. By Application
      • 6.3.3.2.5. By End-user

7. Europe Speech Analytics Market Outlook

• 7.1. Market Size & Forecast
  • 7.1.1. By Value
• 7.2. Market Share & Forecast
  • 7.2.1. By Component
  • 7.2.2. By Deployment Mode
  • 7.2.3. By Organization Size
  • 7.2.4. By Application
  • 7.2.5. By End-user
  • 7.2.6. By Country
• 7.3. Europe: Country Analysis
  • 7.3.1. Germany Speech Analytics Market Outlook
    • 7.3.1.1. Market Size & Forecast
      • 7.3.1.1.1. By Value
    • 7.3.1.2. Market Share & Forecast
      • 7.3.1.2.1. By Component
      • 7.3.1.2.2. By Deployment Mode
      • 7.3.1.2.3. By Organization Size
      • 7.3.1.2.4. By Application
      • 7.3.1.2.5. By End-user
  • 7.3.2. France Speech Analytics Market Outlook
    • 7.3.2.1. Market Size & Forecast
      • 7.3.2.1.1. By Value
    • 7.3.2.2. Market Share & Forecast
      • 7.3.2.2.1. By Component
      • 7.3.2.2.2. By Deployment Mode
      • 7.3.2.2.3. By Organization Size
      • 7.3.2.2.4. By Application
      • 7.3.2.2.5. By End-user
  • 7.3.3. United Kingdom Speech Analytics Market Outlook
    • 7.3.3.1. Market Size & Forecast
      • 7.3.3.1.1. By Value
    • 7.3.3.2. Market Share & Forecast
      • 7.3.3.2.1. By Component
      • 7.3.3.2.2. By Deployment Mode
      • 7.3.3.2.3. By Organization Size
      • 7.3.3.2.4. By Application
      • 7.3.3.2.5. By End-user
  • 7.3.4. Italy Speech Analytics Market Outlook
    • 7.3.4.1. Market Size & Forecast
      • 7.3.4.1.1. By Value
    • 7.3.4.2. Market Share & Forecast
      • 7.3.4.2.1. By Component
      • 7.3.4.2.2. By Deployment Mode
      • 7.3.4.2.3. By Organization Size
      • 7.3.4.2.4. By Application
      • 7.3.4.2.5. By End-user
  • 7.3.5. Spain Speech Analytics Market Outlook
    • 7.3.5.1. Market Size & Forecast
      • 7.3.5.1.1. By Value
    • 7.3.5.2. Market Share & Forecast
      • 7.3.5.2.1. By Component
      • 7.3.5.2.2. By Deployment Mode
      • 7.3.5.2.3. By Organization Size
      • 7.3.5.2.4. By Application
      • 7.3.5.2.5. By End-user

8. Asia Pacific Speech Analytics Market Outlook

• 8.1. Market Size & Forecast
  • 8.1.1. By Value
• 8.2. Market Share & Forecast
  • 8.2.1. By Component
  • 8.2.2. By Deployment Mode
  • 8.2.3. By Organization Size
  • 8.2.4. By Application
  • 8.2.5. By End-user
  • 8.2.6. By Country
• 8.3. Asia Pacific: Country Analysis
  • 8.3.1. China Speech Analytics Market Outlook
    • 8.3.1.1. Market Size & Forecast
      • 8.3.1.1.1. By Value
    • 8.3.1.2. Market Share & Forecast
      • 8.3.1.2.1. By Component
      • 8.3.1.2.2. By Deployment Mode
      • 8.3.1.2.3. By Organization Size
      • 8.3.1.2.4. By Application
      • 8.3.1.2.5. By End-user
  • 8.3.2. India Speech Analytics Market Outlook
    • 8.3.2.1. Market Size & Forecast
      • 8.3.2.1.1. By Value
    • 8.3.2.2. Market Share & Forecast
      • 8.3.2.2.1. By Component
      • 8.3.2.2.2. By Deployment Mode
      • 8.3.2.2.3. By Organization Size
      • 8.3.2.2.4. By Application
      • 8.3.2.2.5. By End-user
  • 8.3.3. Japan Speech Analytics Market Outlook
    • 8.3.3.1. Market Size & Forecast
      • 8.3.3.1.1. By Value
    • 8.3.3.2. Market Share & Forecast
      • 8.3.3.2.1. By Component
      • 8.3.3.2.2. By Deployment Mode
      • 8.3.3.2.3. By Organization Size
      • 8.3.3.2.4. By Application
      • 8.3.3.2.5. By End-user
  • 8.3.4. South Korea Speech Analytics Market Outlook
    • 8.3.4.1. Market Size & Forecast
      • 8.3.4.1.1. By Value
    • 8.3.4.2. Market Share & Forecast
      • 8.3.4.2.1. By Component
      • 8.3.4.2.2. By Deployment Mode
      • 8.3.4.2.3. By Organization Size
      • 8.3.4.2.4. By Application
      • 8.3.4.2.5. By End-user
  • 8.3.5. Australia Speech Analytics Market Outlook
    • 8.3.5.1. Market Size & Forecast
      • 8.3.5.1.1. By Value
    • 8.3.5.2. Market Share & Forecast
      • 8.3.5.2.1. By Component
      • 8.3.5.2.2. By Deployment Mode
      • 8.3.5.2.3. By Organization Size
      • 8.3.5.2.4. By Application
      • 8.3.5.2.5. By End-user

9. Middle East & Africa Speech Analytics Market Outlook

• 9.1. Market Size & Forecast
  • 9.1.1. By Value
• 9.2. Market Share & Forecast
  • 9.2.1. By Component
  • 9.2.2. By Deployment Mode
  • 9.2.3. By Organization Size
  • 9.2.4. By Application
  • 9.2.5. By End-user
  • 9.2.6. By Country
• 9.3. Middle East & Africa: Country Analysis
  • 9.3.1. Saudi Arabia Speech Analytics Market Outlook
    • 9.3.1.1. Market Size & Forecast
      • 9.3.1.1.1. By Value
    • 9.3.1.2. Market Share & Forecast
      • 9.3.1.2.1. By Component
      • 9.3.1.2.2. By Deployment Mode
      • 9.3.1.2.3. By Organization Size
      • 9.3.1.2.4. By Application
      • 9.3.1.2.5. By End-user
  • 9.3.2. UAE Speech Analytics Market Outlook
    • 9.3.2.1. Market Size & Forecast
      • 9.3.2.1.1. By Value
    • 9.3.2.2. Market Share & Forecast
      • 9.3.2.2.1. By Component
      • 9.3.2.2.2. By Deployment Mode
      • 9.3.2.2.3. By Organization Size
      • 9.3.2.2.4. By Application
      • 9.3.2.2.5. By End-user
  • 9.3.3. South Africa Speech Analytics Market Outlook
    • 9.3.3.1. Market Size & Forecast
      • 9.3.3.1.1. By Value
    • 9.3.3.2. Market Share & Forecast
      • 9.3.3.2.1. By Component
      • 9.3.3.2.2. By Deployment Mode
      • 9.3.3.2.3. By Organization Size
      • 9.3.3.2.4. By Application
      • 9.3.3.2.5. By End-user

10. South America Speech Analytics Market Outlook

• 10.1. Market Size & Forecast
  • 10.1.1. By Value
• 10.2. Market Share & Forecast
  • 10.2.1. By Component
  • 10.2.2. By Deployment Mode
  • 10.2.3. By Organization Size
  • 10.2.4. By Application
  • 10.2.5. By End-user
  • 10.2.6. By Country
• 10.3. South America: Country Analysis
  • 10.3.1. Brazil Speech Analytics Market Outlook
    • 10.3.1.1. Market Size & Forecast
      • 10.3.1.1.1. By Value
    • 10.3.1.2. Market Share & Forecast
      • 10.3.1.2.1. By Component
      • 10.3.1.2.2. By Deployment Mode
      • 10.3.1.2.3. By Organization Size
      • 10.3.1.2.4. By Application
      • 10.3.1.2.5. By End-user
  • 10.3.2. Colombia Speech Analytics Market Outlook
    • 10.3.2.1. Market Size & Forecast
      • 10.3.2.1.1. By Value
    • 10.3.2.2. Market Share & Forecast
      • 10.3.2.2.1. By Component
      • 10.3.2.2.2. By Deployment Mode
      • 10.3.2.2.3. By Organization Size
      • 10.3.2.2.4. By Application
      • 10.3.2.2.5. By End-user
  • 10.3.3. Argentina Speech Analytics Market Outlook
    • 10.3.3.1. Market Size & Forecast
      • 10.3.3.1.1. By Value
    • 10.3.3.2. Market Share & Forecast
      • 10.3.3.2.1. By Component
      • 10.3.3.2.2. By Deployment Mode
      • 10.3.3.2.3. By Organization Size
      • 10.3.3.2.4. By Application
      • 10.3.3.2.5. By End-user

11. Market Dynamics

• 11.1. Drivers
• 11.2. Challenges

12. Market Trends & Developments

• 12.1. Merger & Acquisition (If Any)
• 12.2. Product Launches (If Any)
• 12.3. Recent Developments

13. Global Speech Analytics Market: SWOT Analysis

14. Porter's Five Forces Analysis

• 14.1. Competition in the Industry
• 14.2. Potential of New Entrants
• 14.3. Power of Suppliers
• 14.4. Power of Customers
• 14.5. Threat of Substitute Products

15. Competitive Landscape

• 15.1. Verint Systems Inc.
  • 15.1.1. Business Overview
  • 15.1.2. Products & Services
  • 15.1.3. Recent Developments
  • 15.1.4. Key Personnel
  • 15.1.5. SWOT Analysis
• 15.2. Avaya Inc.
• 15.3. Micro Focus International PLC
• 15.4. Genesys Telecommunications Laboratories Inc.
• 15.5. CallMiner Inc.
• 15.6. Nice Ltd.
• 15.7. Raytheon BBN Technologies
• 15.8. VoiceBase Inc. (LivePerson Inc.)
• 15.9. OpenText Corporation
• 15.10. Calabrio Inc.

16. Strategic Recommendations

17. About Us & Disclaimer