全球客户语音 (VoC) 市场分析：增长机会

借助准确的 VoC 数据，公司可以改善其客户体验 (CX)，满足市场上未满足的需求，并使自己从竞争对手中脱颖而出。公司使用自然语言处理（NLP）、机器学习（ML）、文本分析、计算语言学等技术来识别客户话语背后的观点、意图和情绪，如情感分析、VoC 可以发布。引入情绪分析可为您的组织带来多项好处，包括投资回报率、收入、成本节约、提高客户保留率和改进 CX。

本报告调查和分析全球客户语音 (VoC) 分析市场，并提供有关战略要求、VoC 技术优势、VoC 数据分析流程、客户观点、市场增长分析和供应商概况的信息。它提供。

目录

战略要求

• 为什么增长变得越来越困难？
• 战略要点 8 (TM)
• 三大战略要求对全球 VoC 行业的影响
• 增长机会推动增长管道引擎 (TM)

VoC 市场介绍

• VoC 简介-为什么公司是跨渠道解释的重要视角

VoC技术的优势

• NLP 和 Voc 情绪分析的好处

VoC数据分析流程——从VoC数据到行动

• VoC 数据分析流程-从 VoC 数据到行动

客户视角

• 最优先的 CX：世界 (2021-2022)
• 支持的交互渠道（按行业）：全球（2021-202 年）
• COVID-19 技术重点（按行业）：全球（2021-202 年）
• 大流行导致的 CSAT 分数变化：全球（2021-2022 年及以后）
• 从关键客户的角度洞察

市场增长分析

• VoC 工具可提升员工和客户体验
• 主要市场和技术趋势
• 增长动力
• 增长限制

VoC 提供商简介

• VoC 提供商资料的标准
• 调用矿工
• 思科
• DataEQ（原名 Brands Eye）
• 瞬间
• 不错
• SANDSIV
• Verint
• Wonderflow
• 未来三年 VoC 供应商关注领域
• 优化 VoC 工具部署的 3 个步骤

增长机会宇宙

• VoC 市场增长机会
• 增长机会 1-通过合作、收购和合併来提高产能和扩大效用
• 增长机会 2 - 增强可视化和报告功能，以实现与竞争对手的差异化
• 增长机会3-强调安全和数据合规以加深客户信任
• 相关定义
• 图表列表
• 免责声明

Future Growth Potential for Businesses Using Data-driven Tools to Capture Customer Sentiment during their End-to-end Digital Journey

Well-established businesses receive massive amounts of feedback every day, obtained through eCommerce platforms, customer support calls, emails, social media platforms, bots, and chats. This presents companies with an opportunity to collect remarkable volumes of customer data that they can use to enhance market intelligence.

VoC refers to the practice of collecting, analyzing, and distributing customer feedback to improve a product, solution, or service. With accurate VoC data, businesses can enhance customer experience (CX), meet unmet needs in the marketplace, and differentiate themselves from competitors. Companies can unlock VoC through technologies such as sentiment analysis, which uses natural language processing (NLP), machine learning (ML), text analysis, and computational linguistics to identify the opinion, intent, or emotion behind the customers' words.

Sentiment analysis is redefining the VoC landscape, and it complements surveys and other traditional solicited feedback methods. The implementation of sentiment analysis brings several benefits to organizations, including the potential to increase RoI, revenue, and cost savings; the ability to boost customer retention; and the capability to offer an enhanced CX. In addition, VoC platforms can generate automated, complex, and actionable insights that will change how businesses operate. Advancements in AI and IoT paired with higher sentiment analysis adoption guarantees a bright future for VoC tools.

This report discusses noteworthy industry trends, key insights about technology optimization for VoC customers, industry growth drivers and restraints, VoC solution vendors' focus for the next 3 years, and VoC growth opportunities. The report also profiles 7 leading VoC solutions providers.

In preparing this report, Frost & Sullivan conducted interviews with executives from the leading VoC solution providers across the globe. Unless otherwise noted, the opinions expressed in this assessment are those of Frost & Sullivan and have been developed through our research, interviews, and analysis. Frost & Sullivan has a global team of analysts and consultants who continuously research a wide range of markets across multiple sectors and geographies. As part of this ongoing research, we identify companies that are true industry leaders, delivering best practices in what we term growth, innovation, and leadership (GIL). These companies have a keen eye on the future and drive innovation that meets upcoming needs before they become commonly visible. They are often the first to market with new solutions. These service and solution providers focus on delivering the best products at optimal prices to maximize customer value and CX, and by doing so are growth leaders in their respective industries.

Table of Contents

Strategic Imperatives

• Why Is It Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• The Impact of the Top Three Strategic Imperatives on the Global VoC Industry
• Growth Opportunities Fuel the Growth Pipeline Engine™

Introduction to the VoC Market

• Introduction to VoC-Why It Is a Crucial Perspective that Companies Must Account for Across Channels

Benefits of VoC Technologies

• Benefits of NLP and Sentiment Analysis for VoC
• Benefits of NLP and Sentiment Analysis for VoC (continued)

VoC Data Analysis Process-From VoC Data to Action

• VoC Data Analysis Process-From VoC Data to Action

Customer Perspectives

• Top CX Priorities, Global, 2021 to 2022
• Interaction Channels Supported, by Industry, Global, 2021 to 2022
• Priority of Technologies due to COVID-19, by Industry, Global, 2021 to 2022
• Change in CSAT Score since Pandemic, Global, 2021 to 2022
• Key Customer Perspective Insights

Market Growth Analysis

• VoC Tools Boost Employee Experience and Customer Experience
• Major Market & Technology Trends
• Growth Drivers
• Growth Restraints

VoC Provider Profiles

• VoC Provider Profiles Inclusion Criteria
• CallMiner
• Cisco
• DataEQ (Formerly BrandsEye)
• InMoment
• NICE
• SANDSIV
• Verint
• Wonderflow
• VoC Vendors' Focus Areas for the Next 3 Years
• 3 Steps to Optimize VoC Tool Deployment

Growth Opportunity Universe

• VoC Market Growth Opportunities
• Growth Opportunity 1-Partnerships, Acquisitions, and Mergers to Boost Capabilities and Expand Utility
• Growth Opportunity 1-Partnerships, Acquisitions, and Mergers to Boost Capabilities and Expand Utility (continued)
• Growth Opportunity 2-Enhancement of Visualization and Reporting Capabilities to Achieve Competitive Differentiation
• Growth Opportunity 2-Enhancement of Visualization and Reporting Capabilities to Achieve Competitive Differentiation (continued)
• Growth Opportunity 3-Emphasis on Security and Data Compliance to Deepen Customer Trust
• Growth Opportunity 3-Emphasis on Security and Data Compliance to Deepen Customer Trust (continued)
• Relevant Definitions
• Relevant Definitions (continued)
• List of Exhibits
• Legal Disclaimer