市场调查报告书
商品编码
1471033
全球语音分析市场:按组件、类型、管道、组织规模、部署、最终用户 - 预测 2024-2030Speech Analytics Market by Component (Hardware, Solutions), Type (Post-Call Speech Analytics, Real-Time Speech Analytics), Channel, Organization Size, Deployment, End-Use - Global Forecast 2024-2030 |
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预计2023年全球语音分析市场规模为28.3亿美元,2024年将达32.9亿美元,2030年将达到84.7亿美元,复合年增长率为16.95%。
语音分析领域是分析通话录音和语音通讯以收集客户资讯的过程,有助于改善沟通和未来的互动策略。该技术利用先进的分析工具和演算法来处理、解码和检查音讯资料。音讯分析的世界是透过将音讯转录为文字并识别关键模式、趋势和指标,将非结构化音讯内容转化为可操作的见解。云端基础的解决方案的普及使各种规模的企业都更容易存取和扩充性语音分析领域。此外,来自电话、社交媒体和网路等各种管道的语音资料的成长为企业提供了利用语音分析世界并获得更深入见解的巨大机会。由于客户对话的敏感性,与实施和维护先进语音分析全球系统相关的高成本以及对资料隐私和安全的担忧正在阻碍市场的成长。此外,人工智慧和机器学习的不断创新,以及与客户关係管理 (CRM) 系统的不断集成,不断丰富语音分析领域的功能和应用,为市场成长创造更多机会。
主要市场统计 | |
---|---|
基准年[2023] | 28.3亿美元 |
预测年份 [2024] | 32.9亿美元 |
预测年份 [2030] | 84.7亿美元 |
复合年增长率(%) | 16.95% |
组件 语音分析的世界 在软体操作的语音分析的世界中扩展硬体的使用
在语音分析领域,硬体是指记录、储存和处理语音资料所需的实体组件。音讯分析领域包括伺服器、储存设备和音讯撷取硬件,它们是软体操作和处理大量音讯资料的基础。语音分析领域的解决方案是分析录音和即时对话的综合软体包。目的是提取有价值的资讯、识别模式并提供可行的见解。这些解决方案有助于改善客户体验、监控合规性并提高业务效率。索引和查询工具对于有效组织、搜寻和检索音讯资料至关重要。这些工具允许使用者索引大量音讯檔案并运行复杂的查询来查找感兴趣的特定片段。这使得能够从语音资料中进行更快的分析和更有效的洞察。语音分析领域的品管涉及监控和评估座席与客户的互动。这包括评估代理绩效、遵守通讯协定以及确保客户满意度。品管工具有助于确定培训需求并提高服务品质。语音分析领域的报告和视觉化工具将复杂的资料转换为易于理解的报告和视觉化显示。这些工具可帮助相关人员快速了解资料中的重要见解、趋势和异常情况。有效的报告和视觉化对于做出明智的决策至关重要。在语音分析领域,根本原因分析是指确定顾客询问、问题和情绪背后的根本原因。透过分析语音资料,公司可以发现客户体验的根本原因,并透过直接解决问题的根源来改善其产品和服务。语音引擎是语音分析领域的核心技术,可将语音转换为文字并分析所说内容。它包括语音辨识、自然语言处理和情绪检测等功能。语音引擎的效率和准确性对于语音分析世界解决方案的整体有效性至关重要。
最终用途:利用全球 IT 和通讯业语音分析的巨大潜力,增强客户服务业务
在银行、金融服务和保险 (BFSI) 领域,语音分析领域正在最大限度地提高客户满意度、确保合规性并增强诈欺侦测能力。语音分析领域提供了对客户行为的洞察,并确定了改进产品和服务的趋势和机会。在教育领域,语音分析工具正在彻底改变教育机构与学生和家长互动的方式。语音分析工具的世界有助于改善沟通、回馈分析以增强学习体验和业务效率。对于政府和公共机构而言,语音分析对于增强公民参与、简化服务交付和改善公共通讯至关重要。语音分析领域可以监控交互,以实现品管和政策合规性。在医疗保健和生命科学领域,语音分析在改善患者照护、确保 HIPAA 合规性以及简化医疗保健专业人员和患者之间的沟通方面发挥关键作用。该技术有助于从患者互动中提取有价值的见解。 IT 和通讯领域的语音分析可以帮助增强客户服务业务、降低解约率并根据客户回馈改进产品策略。这对于监控服务品质和业务效率至关重要。製造公司正在利用语音分析领域来增强安全通讯协定、改善产品品质回馈循环并优化客户服务。从您的沟通管道获得即时见解,帮助您更快做出决策。在零售和消费品行业,语音分析可以帮助改善客户体验、简化全通路服务策略并了解销售趋势。深入了解消费者偏好和服务问题。运输和物流领域的语音分析可以提高业务效率、增强客户服务并确保安全合规性。促进沟通分析,以优化路线、客户互动和物流规划。旅游和酒店业利用语音分析领域来改善宾客体验、管理声誉和个人化服务。透过利用语音分析领域,您可以确定服务改进的领域和客户偏好。
区域洞察
由于跨国公司的强大影响力、技术的进步以及对客户经验管理的高度重视,美洲是全球语音分析技术的重要市场。在银行、金融服务和保险 (BFSI)、医疗保健和零售等行业的推动下,美国已成为部署全球语音分析解决方案的关键国家。严格的合规性要求以及对高级分析和即时监控工具不断增长的需求进一步推动了该地区的需求,以从客户互动中获得可行的见解。亚太地区是全球语音分析成长最快的市场。这是由于客服中心行业的快速成长以及对增强客户服务业务的日益关注。印度、中国、日本和澳洲等国家在中小企业 (SME) 越来越多地采用新技术以及对云端基础的解决方案的需求不断增长方面处于领先地位。该地区多样化的语言环境为语音分析领域的全球技术提供了机会,并鼓励针对当地需求的创新。欧洲、中东和非洲地区对语音分析领域的兴趣日益浓厚,由于合规管理、改善客户经验和业务效率的需求,欧洲成为一个重要地区。另一方面,中东和非洲的成长速度正在放缓,重点是对传统客服中心进行现代化改造,并强调客户服务作为差异化点。监管要求,特别是欧洲的 GDPR,将对全球语音分析解决方案的部署和营运产生重大影响,推动隐私和资料保护的创新。
FPNV定位矩阵
FPNV 定位矩阵对于评估全球语音分析市场至关重要。我们检视与业务策略和产品满意度相关的关键指标,以对供应商进行全面评估。这种深入的分析使用户能够根据自己的要求做出明智的决策。根据评估,供应商被分为四个成功程度不同的像限:前沿(F)、探路者(P)、利基(N)和重要(V)。
市场占有率分析
市场占有率分析是一种综合工具,可以对全球语音分析市场中供应商的现状进行深入而深入的研究。全面比较和分析供应商在整体收益、基本客群和其他关键指标方面的贡献,以便更好地了解公司的绩效及其在争夺市场占有率时面临的挑战。此外,该分析还提供了对该行业竞争特征的宝贵见解,包括在研究基准年观察到的累积、分散主导地位和合併特征等因素。详细程度的提高使供应商能够做出更明智的决策并制定有效的策略,以获得市场竞争优势。
1. 市场渗透率:提供有关主要企业所服务的市场的全面资讯。
2. 市场开拓:我们深入研究利润丰厚的新兴市场,并分析其在成熟细分市场的渗透率。
3. 市场多元化:提供有关新产品发布、开拓地区、最新发展和投资的详细资讯。
4.竞争评估及资讯:对主要企业的市场占有率、策略、产品、认证、监管状况、专利状况、製造能力等进行综合评估。
5. 产品开发与创新:提供对未来技术、研发活动和突破性产品开发的见解。
1. 全球语音分析市场的市场规模与预测为何?
2.在全球语音分析市场的预测期间内,有哪些产品、细分市场、应用程式和领域值得考虑投资?
3.全球语音分析市场的技术趋势与法规结构是什么?
4.全球语音分析市场主要厂商的市场占有率为何?
5. 进入全球语音分析市场的适当型态和策略手段是什么?
[188 Pages Report] The Speech Analytics Market size was estimated at USD 2.83 billion in 2023 and expected to reach USD 3.29 billion in 2024, at a CAGR 16.95% to reach USD 8.47 billion by 2030.
Speech analytics is the process of analyzing recorded calls or any voice communications to gather customer information, which can help in improving communication and future interaction strategies. This technology utilizes advanced analytical tools and algorithms to process, decode, and examine audio data. The goal of speech analytics is to transcribe voice into text and identify key patterns, trends, and metrics, thereby turning unstructured audio content into actionable insights. The proliferation of cloud-based solutions has made speech analytics more accessible and scalable for businesses of all sizes. Moreover, the growing volume of voice data from various channels, including phone, social media, and the web, presents a vast opportunity for businesses to leverage speech analytics for deeper insights. The high cost associated with implementing and maintaining advanced speech analytics systems and concerns regarding data privacy and security, given the sensitive nature of customer conversations, hampers the growth of the market. Additionally, the ongoing innovation in AI and machine learning, along with increased integration with customer relationship management (CRM) systems, continues to enrich the capabilities and applications of speech analytics, further creating opportunities for market growth.
KEY MARKET STATISTICS | |
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Base Year [2023] | USD 2.83 billion |
Estimated Year [2024] | USD 3.29 billion |
Forecast Year [2030] | USD 8.47 billion |
CAGR (%) | 16.95% |
Component: Growing usage of hardware in speech analytics for the operation of speech analytics software
The hardware in speech analytics systems refers to the physical components required for the recording, storage, and processing of voice data. This includes servers, storage devices, and audio capture hardware, which are foundational for the operation of speech analytics software and the processing of large volumes of audio data. Solutions in speech analytics are comprehensive software packages that analyze voice recordings or real-time conversations. They aim to extract valuable information, identify patterns, and provide actionable insights. These solutions help enhance customer experience, monitor compliance, and improve operational efficiency. Indexing & query tools are crucial for organizing, searching, and retrieving speech data efficiently. These tools enable users to index large volumes of audio files and perform complex queries to find specific segments of interest. This facilitates faster analysis and aids in uncovering insights from the audio data effectively. Quality management in speech analytics involves monitoring and evaluating the interactions between agents and customers. This includes assessing agent performance, compliance with protocols, and ensuring customer satisfaction. Quality management tools help in identifying training needs and improving service quality. Reporting & visualization tools in speech analytics transform complex data into easy-to-understand reports and visual representations. These tools help stakeholders to quickly grasp key insights, trends, and anomalies in the data. Effective reporting and visualization are essential for informed decision-making. Root cause analysis in the context of speech analytics involves identifying the underlying reasons behind customer calls, issues, and sentiments. By analyzing speech data, organizations can uncover the root causes of customer experiences, enabling them to address the source of problems directly and improve their Product or Service. The speech engine is the core technology behind speech analytics, responsible for converting speech into text and analyzing the spoken content. It includes features such as speech recognition, natural language processing, and emotional detection. The efficiency and accuracy of the speech engine are critical for the overall effectiveness of speech analytics solutions.
End-Use: High potential of speech analytics in the IT & telecommunications industry for enhancing customer service operations
In the banking, financial services, and insurance (BFSI) sector, speech analytics maximizes customer satisfaction, ensures compliance with regulations, and enhances fraud detection capabilities. It provides insights into customer behaviors, identifying trends and opportunities for product or service improvements. Within the education sector, speech analytics tools are revolutionizing the way educational institutions engage with students and parents. They facilitate improved communication, enable the analysis of feedback to enhance learning experiences and assist in administrative efficiency. For government & public sector entities, speech analytics are pivotal in enhancing citizen engagement, streamlining service delivery, and improving public safety communications. It enables the monitoring of interactions for quality control and policy adherence. In healthcare & life sciences, speech analytics plays a crucial role in improving patient care, ensuring HIPAA compliance, and streamlining the flow of communication between healthcare providers and patients. This technology helps in extracting valuable insights from patient interactions. Speech analytics in IT & telecommunications assists in enhancing customer service operations, reducing churn rates, and improving product strategies based on customer feedback. It is essential for monitoring service quality and operational efficiency. The manufacturing sector utilizes speech analytics to bolster safety protocols, improve product quality feedback loops, and optimize customer service. It aids in capturing real-time insights from communication channels for swift decision-making. In retail & consumer goods, speech analytics enriches customer experience, streamlines omnichannel service strategies, and identifies sales trends. It offers a deep understanding of consumer preferences and service issues. Speech analytics in transportation & logistics improves operational efficiencies, enhances customer service, and ensures safety compliance. It facilitates the analysis of communication for optimizing routes, customer interactions, and logistics planning. The travel & hospitality sector leverages speech analytics to enhance guest experiences, manage reputation, and personalize services. It allows for the identification of service improvement areas and guest preferences.
Regional Insights
The Americas represents a significant market for speech analytics technologies due to the robust presence of global enterprises, technological advancements, and a strong focus on customer experience management. The United States represents a significant country in the deployment of speech analytics solutions, driven by sectors such as banking, financial services, insurance (BFSI), healthcare, and retail. The demand in this region is further propelled by stringent compliance requirements and a growing need for advanced analytics and real-time monitoring tools to derive actionable insights from customer interactions. The APAC region is experiencing rapid growth in the speech analytics market, attributed to its burgeoning call center industry and increasing focus on enhancing customer service operations. Countries including India, China, Japan, and Australia are at the forefront, propelled by the rising adoption of new technologies amongst small and medium-sized enterprises (SMEs) and the escalating demand for cloud-based solutions. The region's diverse linguistic landscape presents opportunities for speech analytics technologies, encouraging innovations tailored to regional needs. The EMEA region shows a growing interest in speech analytics, with Europe representing a significant region driven by the need for compliance management, customer experience enhancement, and operational efficiency. Meanwhile, the Middle East and Africa are witnessing gradual growth, with a focus on modernizing traditional call centers and an emphasis on customer service as a differentiation point. Regulatory requirements, particularly in Europe's GDPR, significantly impact the deployment and operation of speech analytics solutions, steering innovations towards privacy and data protection.
FPNV Positioning Matrix
The FPNV Positioning Matrix is pivotal in evaluating the Speech Analytics Market. It offers a comprehensive assessment of vendors, examining key metrics related to Business Strategy and Product Satisfaction. This in-depth analysis empowers users to make well-informed decisions aligned with their requirements. Based on the evaluation, the vendors are then categorized into four distinct quadrants representing varying levels of success: Forefront (F), Pathfinder (P), Niche (N), or Vital (V).
Market Share Analysis
The Market Share Analysis is a comprehensive tool that provides an insightful and in-depth examination of the current state of vendors in the Speech Analytics Market. By meticulously comparing and analyzing vendor contributions in terms of overall revenue, customer base, and other key metrics, we can offer companies a greater understanding of their performance and the challenges they face when competing for market share. Additionally, this analysis provides valuable insights into the competitive nature of the sector, including factors such as accumulation, fragmentation dominance, and amalgamation traits observed over the base year period studied. With this expanded level of detail, vendors can make more informed decisions and devise effective strategies to gain a competitive edge in the market.
Key Company Profiles
The report delves into recent significant developments in the Speech Analytics Market, highlighting leading vendors and their innovative profiles. These include 3CLogic Inc., Almawave S.p.A. by AlmavivA S.p.A., Alvaria, Inc., Amazon.com, Inc., Aural Analytics, Inc., Avaya Inc., Business Systems (UK) Ltd, Calabrio, Inc., CallMiner, Inc., CallTrackingMetrics LLC, Castel Communications LLC, Contact Cubed, LLC, Daisee Pty Ltd., Deepgram, Inc., Delacon Pty Ltd., Dialpad, Inc., Enghouse Systems Limited, Five9, Inc. by Zoom Video Communications, Inc., Genesys Cloud Services, Inc., Gnani Innovations Private Limited, Google LLC by Alphabet Inc., Intelligent Voice Ltd., Invoca, Inc., Marchex, Inc., Medallia, Inc., NeoSound Intelligence B.V., NICE Ltd., Open Text Corporation, Ozonetel Communications Pvt Ltd., Picovoice Inc., Qualtrics LLC by SAP SE, Salesken Pvt. Ltd., Speech-i Limited by CEDAT85 SRL, Talkdesk, Inc., TATWA Technologies Ltd., Tethr, TTEC Holdings, Inc., Uniphore Technologies Inc., Verint Systems, Inc., VoiceBase, Inc. by LivePerson, Inc., and Xdroid.
Market Segmentation & Coverage
1. Market Penetration: It presents comprehensive information on the market provided by key players.
2. Market Development: It delves deep into lucrative emerging markets and analyzes the penetration across mature market segments.
3. Market Diversification: It provides detailed information on new product launches, untapped geographic regions, recent developments, and investments.
4. Competitive Assessment & Intelligence: It conducts an exhaustive assessment of market shares, strategies, products, certifications, regulatory approvals, patent landscape, and manufacturing capabilities of the leading players.
5. Product Development & Innovation: It offers intelligent insights on future technologies, R&D activities, and breakthrough product developments.
1. What is the market size and forecast of the Speech Analytics Market?
2. Which products, segments, applications, and areas should one consider investing in over the forecast period in the Speech Analytics Market?
3. What are the technology trends and regulatory frameworks in the Speech Analytics Market?
4. What is the market share of the leading vendors in the Speech Analytics Market?
5. Which modes and strategic moves are suitable for entering the Speech Analytics Market?