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市场调查报告书
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1432622

语音分析：市场占有率分析、产业趋势/统计、成长预测（2024-2029）

Speech Analytics - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2024 - 2029)
出版日期: | 出版商: Mordor Intelligence | 英文 120 Pages | 商品交期: 2-3个工作天内

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简介目录

全球语音分析市场规模预计到 2024 年将达到 31.3 亿美元，2024-2029 年预测期间复合年增长率为 15.61%，预计到 2029 年将达到 64.7 亿美元。

语音分析-市场

语音分析解决方案可以将通话资料转化为可操作的资料，这些数据可以转化为整个企业有价值且有效的见解。这些解决方案主要用于处理广泛的客户互动。世界各地的企业使用语音分析结合内部记录和外部企业联合组织资料来了解客户需求并产生尖端资料以全面减少客户流失。

主要亮点

  • 语音分析提供了可操作的见解，可以提高企业价值，推动资料驱动的决策制定，并改善单一代理人的培训方式。衡量客服中心效率对于提高客户满意度非常重要。因此，用户可以使用语音分析来发现多个通话的趋势，以及当时未被认为是重大问题的问题。企业可以使用语音分析工具更了解无法解释的消费者行为，并深入了解客户意图和满意度。
  • 在 COVID-19 爆发期间，潜在的最终用户产业推出了利用尖端技术的语音分析解决方案，进一步推动了市场成长。多年来，客服中心一直是职场自动化的一大前沿领域，但新冠疫情加速了整个过程。此外，人工智慧和机器学习显着提高了公司透过音讯分析将对话分类为相关类别的速度，以了解对话中发生的情况。
  • 语音分析解决方案的关键组成部分之一是将语音资料转换为文字。文字比语音更容易共用和搜寻，并且可用于证明法律规章遵循、审核以及启用诉讼中的发现过程。任何需要数据的人都可以以组织内易于找到的格式获取资料。 2022 年 1 月，Meta AI 发布了 data2vec，这是一种适用于多种模式的高效能自监督演算法，包括音讯、文字和图像的单独应用。事实证明，它的性能优于电脑视觉和语音的行业标准单目标演算法。
  • 此外，市场正在见证供应商在产品创新和各种合作伙伴关係方面所做的努力，以便为企业提供更好的解决方案。例如，Cogito开发了一种基于行为科学和深度学习的即时对话分析工具。该公司的人工智慧可以监听对话的内容和语气。 Cogito 声称能够侦测模仿、音量和音调变化等内容，让您即时了解客户的感受以及公司所有通话的进行情况。它还向客户服务负责人提供即时提案，以改善通话并评估绩效。
  • Cogito 系统的首批大规模测试之一是在 Humana 保险公司进行的，为期六个月的试验总合涉及 200 个客服电话。使用该系统后，净推荐值提高了 28%。问题解决率提高了 6%，对经理的电话减少了。 Cogito 声称他们的系统已将回电次数减少了 10%，并将客户满意度提高了 28%。
  • 对语音分析软体和平台的需求迅速爆炸，带动了该领域多家新兴企业的发展，其中几家成长了近 10 倍。例如，品质监控和语音分析工具供应商 SuccessKPI 的记录显示，由于北美业务数位化不断提高以及向拉丁美洲、欧洲和亚太地区的扩张，对其平台的需求增加了 200%。这一成长促使 Banneker Partners 在 2022 年 1 月投资 3,300 万美元，使我们能够在全球快速扩展客户成功、产品、合作伙伴、行销和销售团队。
  • 然而，所研究的市场在采用基于语音的通讯正面临挑战。电脑系统处理语音互动比纯粹技术层面的聊天更加困难。环境噪音、不寻常的语音模式、不同的口音和糟糕的发音使得人工智慧很难将语音翻译成文字。

语音分析市场趋势

电讯业预计将占据主要市场占有率

  • 连网型世界理念简介 由于产生大量资料，语音分析在通讯业务中变得越来越流行。最初，录音通话是手动评估的。然而，随着通话数量的增加，对适当和准确评估的需求也随之增加，因此需要实施语音分析。
  • 通讯服务供应商公司广泛使用语音分析技术。随着商业市场的扩大，许多好处，例如提高报酬率、减少诈欺、降低风险、改善服务和提高客户满意度，可以帮助吸引和留住更多客户。我是。
  • 组织主要使用云端基础的通讯分析，这有助于他们识别高价值消费者并在整个客户生命週期中更好地管理他们以增加利润。该技术还有助于透过即时客户洞察来识别潜在危险。儘管颠覆性技术以及网路和行动工具普及，但客户和企业之间的大多数顾客关怀互动仍然透过电话进行。
  • 电信业者客服中心的目标是启用这些呼叫并收集有关消费者趋势和行为的资讯。随着资料处理对于识别机会变得越来越重要，客服中心将使用基于大量资料的技术。
  • 各种电信业者已经在使用语音分析解决方案。例如，南美洲最重要的通讯Telefonica Brasil 正在充分利用 Comdata 的解决方案。该公司使用 IVR（互动式语音应答）平均每天管理 4,000 万个呼叫，其中 900 万个呼叫由人工处理。儘管这些数字预计未来还会增加，但未来几年僱用的操作人员数量预计会减少。所以问题是如何在降低费用的同时提高客户体验的品质。因此，实施语音分析解决方案是重要的商业解决方案。
  • 根据国际电信联盟的数据，预计2019年行动用户总数将首次突破80亿，达到83亿。据报道，截至 2022 年，全球行动电话用户数将达到 86 亿，高于 2021 年的 84 亿。到 2027 年，全球 5G行动电话用户数量预计将超过 43 亿，其中仅东北亚地区的用户数量预计将超过 17 亿。全球行动（蜂窝）用户总合的增加预计将推动市场成长并在未来创造充足的机会。

预计北美将占据主要份额

  • 美国语音分析市场受到多种因素的推动，包括数位行销支出的增加、政府机构技术支出的增加以及对该地区精神疾病患者治疗的日益关注。此外，中央情报局等机构正在积极资助有助于追踪恐怖分子和外国间谍活动的想法。这也为硅谷Start-Ups提供了许多机会，可以主动设计和创新现有的语音分析解决方案，以建立创新且有吸引力的解决方案。
  • 此外，在过去十年中，美国国防部门参与了许多研发计划，例如 DARPA（国防高级研究计划局），为国家情报机构和国防部队提供高度先进的监视技术。投资十亿美元。这些投资用于临时建构系统并启用该领域的语音分析系统。
  • 该地区用户在连网型电视、个人电脑、平板电脑、汽车和穿戴式装置等多个平台上使用语音控制的情况也有所增加。此外，该地区的企业通常会采用这些解决方案来改善客户服务。美国最大的保险公司之一大都会人寿部署人工智慧系统主要是为了即兴发挥并回应客户的情感需求和要求。该系统是专门为让公司员工在对话过程中追踪和监控客户情绪而构建的，从而提高客户服务互动的品质。
  • 此次收购使我们能够巩固我们在市场上的业务。此外，临床级语音分析领域的领导者 Aural Analytics, Inc. 于 2023 年 3 月宣布，美国食品药物管理局(FDA) 已为其 Speech Vitals-ALS 技术授予突破性设备称号。 Speech Vitals-ALS 是一款收集和分析语音记录的软体应用程序，可帮助神经科医生在诊所和家中监测患有肌萎缩侧索硬化症 (ALS) 的成人。
  • 此外，CallMiner（人工智慧驱动的语音和客户互动分析提供商）等公司在高盛的「后期成长股权」轮融资中筹集了总计约 7,500 万美元的资金。 CallMiner 的目的是翻译互动。该公司的客户可以透过语音、电子邮件、聊天或文字讯息获得见解和行动，使他们能够在各种用例中即兴发挥和转变他们的业务。
  • 此外，CallCabine 等公司在其 atmos 语音分析平台内开发了两个目标，以提供有关 COVID-19感染疾病及其对客户互动影响的关键业务情报。优先发布语音应用程式。这些创新和交易预计将透过各种额外的好处和好处创造增强的客户体验，并吸引更多的消费者，这将对该国的市场成长产生积极影响。

语音分析产业概述

语音分析市场得到整合，因为只有少数重要的市场参与者占据了大部分市场占有率。我们可以看到，老牌企业正试图在语音分析市场上占据主导地位。这些公司正在利用各种策略合作倡议来增加市场占有率和盈利。

  • 2023 年 2 月 - Nvidia 和 Airtel 宣布推出用于客服中心业务的语音分析解决方案。 Bharti Airtel 宣布推出基于人工智慧的解决方案，该解决方案将改善客服中心所有来电的客户体验。与 Nvidia 共同建构的语音分析系统旨在更好地帮助客服中心员工和客户，同时降低运算成本。 Airtel 使用 Nvidia 的对话式 AI套件NvidiaNeMo 和多框架推理服务软体 Triton Inference Server 来创建这个专门的语音应用程式。
  • 2022 年 6 月 - 临床级语音分析领域的领导者 Aural Analytics, Inc. 与 Koneksa 合作开发数位生物标记物，以利用 Aural Analytics 的技术 Speech Vitals 进一步加强其平台和研究能力。宣布建立合作伙伴关係。 Aural Analytics 和 Koneksa 最好的研究级技术经过优化，可在开发和商业药物管道中进行大规模临床试验。这种整合旨在更轻鬆地将音讯指标纳入 Koneksa 的研究和数位生物标记开发工作中。

其他福利

  • Excel 格式的市场预测 (ME) 表
  • 3 个月分析师支持

目录

第一章简介

  • 研究假设和市场定义
  • 调查范围

第二章调查方法

第三章执行摘要

第四章市场洞察

  • 市场概况
  • 产业吸引力－波特五力分析
    • 供应商的议价能力
    • 消费者议价能力
    • 新进入者的威胁
    • 竞争公司之间的敌对关係
    • 替代品的威胁
  • 技术简介

第五章市场动态

  • 市场驱动因素
    • 利用分析来提高客户维繫和客户满意度
    • 电商平台增加
  • 市场限制因素
    • 实施成本高

第六章市场区隔

  • 部署
    • 本地
    • 一经请求
  • 组织规模
    • 中小企业
    • 大公司
  • 最终用户
    • BFSI
    • 通讯
    • 卫生保健
    • 零售
    • 政府机关
    • 旅游/酒店业
    • 其他最终用户
  • 地区
    • 北美洲
      • 美国
      • 加拿大
    • 欧洲
      • 英国
      • 德国
      • 法国
      • 欧洲其他地区
    • 亚太地区
      • 中国
      • 印度
      • 日本
      • 其他亚太地区
    • 拉丁美洲
    • 中东/非洲

第七章 竞争形势

  • 公司简介
    • Verint System Inc.
    • Nice Ltd.
    • Avaya Inc.
    • Micro Focus International PLC
    • Genesys Telecommunications Laboratories Inc.
    • Callminer Inc.
    • Raytheon BBN Technologies
    • Calabrio Inc.
    • VoiceBase Inc.（Liveperson Inc.）
    • OpenText Corp

第八章投资分析

第9章 市场的未来

简介目录
Product Code: 51190

The Speech Analytics Market size is estimated at USD 3.13 billion in 2024, and is expected to reach USD 6.47 billion by 2029, growing at a CAGR of 15.61% during the forecast period (2024-2029).

Speech Analytics - Market

Speech analytics solutions can convert call recordings to actionable data and then translate the data into valuable, effective insights across the enterprise. These solutions are primarily utilized to handle a broad range of customer interactions. Enterprises globally have incorporated speech analytics through a combination of internally recorded data and externally syndicated data to generate a cutting-edge solution to understand customer requirements and comprehensively reduce churn.

Key Highlights

  • Speech analytics provides actionable insights that boost corporate value and motivate data-driven decision-making to improve individual agent training methodologies. To improve customer satisfaction, it is critical to measure contact center efficiency. As a result, using speech analytics, users can uncover issues that may be trending across several calls but were not identified as a major concern at the time. Companies can use speech analytics tools to comprehend unexplained consumer behavior better and gain customer insights into intent and satisfaction level.
  • During the COVID-19 outbreak, the potential end-user industries were adopting cutting-edge technology-enabled speech analytics solutions, further boosting market growth. While call centers have long been a great frontier of workplace automation, the pandemic accelerated the overall process. Also, AI and machine learning have massively upscaled the speed at which companies may segment conversations into relevant categories through speech analytics to understand what's happening in a conversation.
  • One of the critical components of speech analytics solutions is transforming audio data into text. Text is much easier to share and search than audio to prove regulatory compliance, conduct an audit, or enable the discovery process in the event of litigation. The data is available for anyone who needs it in an easily found format within the organization. In January 2022, Meta AI released data2vec, a high-performance self-supervised algorithm that applies to multiple modalities, including separate applications onto speech, text, and images. It was identified to have outperformed industry-standard single-purpose algorithms for computer vision and speech.
  • Moreover, the market is witnessing efforts from vendors toward product innovation and various partnerships to provide businesses with better solutions. For example, Cogito has developed a real-time conversation-analysis tool based on behavioral science and deep learning. The company's AI listens to conversations for both content and tone. Cogito claims that it may detect mimicking, change in volume, pitch, etc., to gain real-time insight into how customers are exactly feeling and how all company calls are going. It also provides real-time suggestions to customer service representatives to improve the call and evaluate performance.
  • One of the first extensive tests of Cogito's system was done at the insurance company Humana during a six-month trial which involved a total of 200 agents' calls, thereby making use of the system resulted in a 28% improvement in net promoter scores, a 6% improvement in resolution of the issues, and fewer callers asking to speak to a manager. Cogito claims that its system reduces callbacks by 10% and increases customer satisfaction by 28%.
  • The rapid explosion of demand for speech-to-analysis software and platforms has heralded the growth of several startups in the field, including a few companies that recorded nearly 10x growth. For instance, SuccessKPI, a quality monitoring and speech analytics tools provider, recorded a 200% increase in demand for their platform due to the growing digitization of operations in North America and their expansion into Latin America, Europe, and Asia-Pacific. The growth invited a USD 33.0 million investment from Banneker Partners in January 2022 to enable the rapid expansion of customer success, product, partner, marketing, and sales teams globally.
  • However, the market studied is witnessing challenges in deploying voice-based communications. It is more challenging for a computer system to deal with voice interactions than chat on a purely technical level. Background noise, unusual speech patterns, different accents, and poor pronunciation make it hard for an AI to translate voices into text.

Speech Analytics Market Trends

Telecommunications Sector is Expected to Occupy Significant Market Share

  • Due to the huge volume of data generated by the introduction of the connected world idea, speech analytics has become increasingly popular in the telecom business. Initially, the recorded calls were assessed manually; however, as the number of calls has increased, so has the necessity for adequate and accurate assessment, resulting in speech analytics implementation.
  • Telecom service provider businesses widely use speech analytics technologies. As the business market expands, many advantages, including higher margins, decreased fraud, reduced risk, improved service, and enhanced customer happiness, are helping attract and keep more clients.
  • Organizations primarily use cloud-based communication analytics, which may identify high-value consumers and manage them appropriately throughout the customer life cycle to increase profits. This technology also assists in identifying potential dangers with real-time insights into customers. Most customer care interactions between customers and businesses are conducted over the phone, despite disruptive technology and the widespread usage of web and mobile tools.
  • The goal of telecommunication firms' call centers is to enable these calls and gather information about consumer trends and behavior that can be gleaned from them. As data processing has become increasingly crucial for spotting opportunities, contact centers use technology based on more significant amounts of data.
  • Various telecommunication companies are already using Speech Analytics solutions like Telefonica Brazil, the most vital telecommunication player in South America, which is taking complete advantage of Comdata's solution. The corporation uses IVR (interactive voice response) to manage an average of 40 million calls daily, with 9 million calls handled by humans. While those numbers are predicted to increase in the future, fewer human operators are anticipated to be employed in the following few years. Consequently, the problem is how to lower expenses while improving the quality of the client experience. Implementing a Speech Analytics solution is thus a crucial business solution.
  • As per ITU, the total number of mobile subscriptions is estimated to have exceeded eight billion for the first time in 2019, reaching 8.3 billion subscriptions. As of 2022, there were a reported 8.6 billion mobile phone subscriptions worldwide, up from 8.4 billion in 2021. The number of 5G mobile subscriptions worldwide is expected to exceed 4.3 billion by 2027, with over 1.7 billion subscriptions expected in North East Asia alone. This rise in the total number of mobile (cellular) subscriptions worldwide will boost market growth and create ample opportunities in the future.

North America is Expected to Hold Major Share

  • The United States' speech analytics market is driven by various factors, such as increased digital marketing spending, increased technological spending by government agencies, and an increasing focus on treating people with mental illness in the region. Moreover, agencies like the CIA actively fund ideas that might help track terrorists and foreign spy activity. This also opens many opportunities for Silicon Valley startups, actively designing and innovating existing speech analytics solutions to build innovative and attractive solutions.
  • Furthermore, the United States (US) defense sector invested billions of dollars in research and development projects like the DARPA (Defense Advanced Research Projects Agency) to provide the nation's intelligence agencies and defense forces with significantly advanced surveillance technologies over the last decade. Such investments are being done to improvise the system and enable the speech analytics system in the sector.
  • The region is also seeing increased usage of voice controls by users across multiple platforms like connected TVs, PCs, tablets, automobiles, and wearables. Moreover, enterprises in the region adopt these solutions usually to increase their customer service. One of the largest insurance organizations in the United States, MetLife, adopted an AI system primarily to improvise responses to its customers' emotional needs and requirements. The system was specifically built to help the company's staff members track and monitor customers' emotions during conversations, thereby fostering the quality of customer service interactions.
  • Acquisitions have allowed for the consolidation of operations in the marketplace. Moreover, in March 2023, Aural Analytics, Inc., a leader in clinical-grade speech analytics, announced that the US Food and Drug Administration (FDA) has designated its Speech Vitals - ALS technology as a Breakthrough Device. Speech Vitals - ALS is a software application that collects and analyzes speech recordings to help neurologists monitor adults with amyotrophic lateral sclerosis (ALS) in both clinic and home settings.
  • Furthermore, players such as CallMiner, a provider of artificial intelligence-enabled speech and customer interaction analytics, have raised a sum of around USD 75 million in a "late-stage, growth equity" round from Goldman Sachs CallMiner aims to translate the interactions that its customers have with their customers, whether they occur over voice, email, chat, or text into "insights" and "actions so they may improvise and change their business across many different use cases.
  • Furthermore, companies such as CallCabine prioritized the release of two targeted speech applications within their atmos voice analytics platform to deliver business-critical intelligence surrounding the COVID-19 pandemic and its impact on customer interactions. These innovations and deals are expected to create an enhanced customer experience with various added benefits and advantages, attracting more consumers, which is anticipated to impact the country's market growth positively.

Speech Analytics Industry Overview

The Speech Analytics Market is consolidated, as only a few significant market players occupy most of the market share. It is seen that well-established players are trying to obtain dominance in the speech analytics market. These companies leverage various strategic collaborative initiatives to increase their market share and profitability.

  • February 2023 - Nvidia and Airtel have announced the launch of a speech analytics solution for call center operations. Bharti Airtel has announced a solution based on artificial intelligence to improve the customer experience for all inbound calls to its contact center. The voice analytics system, which is built in conjunction with Nvidia, is designed to assist call center workers and customers better while lowering computer costs. Airtel used Nvidia's conversational AI toolkit NvidiaNeMo and a multi-framework inference serving software Triton Inference Server to create this specialized voice application.
  • June 2022 - Aural Analytics, Inc., a leader in clinical-grade speech analytics, announced a partnership with Koneksa in digital biomarker development to further strengthen its platform and research capabilities using Aural Analytics' technology, Speech Vitals. The premier research-grade technologies from Aural Analytics and Koneksa are optimized to enable clinical trials at scale throughout development and commercial pharma pipelines. This integration aims to make it simple to incorporate speech metrics into Koneksa research and digital biomarker development initiatives.

Additional Benefits:

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

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 Study Assumptions & Market Definition
  • 1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET INSIGHTS

  • 4.1 Market Overview
  • 4.2 Industry Attractiveness - Porter's Five Forces Analysis
    • 4.2.1 Bargaining Power of Suppliers
    • 4.2.2 Bargaining Power of Consumers
    • 4.2.3 Threat of New Entrants
    • 4.2.4 Intensity of Competitive Rivalry
    • 4.2.5 Threat of Substitute Products
  • 4.3 Technology Snapshot

5 MARKET DYNAMICS

  • 5.1 Market Drivers
    • 5.1.1 Leveraging Analytics For Customer Retention And Offering Greater Customer Satisfaction
    • 5.1.2 Rising Number of E-commerce Platforms
  • 5.2 Market Restraints
    • 5.2.1 High Implementation Costs

6 MARKET SEGMENTATION

  • 6.1 Deployment
    • 6.1.1 On-Premise
    • 6.1.2 On-Demand
  • 6.2 Size of Organization
    • 6.2.1 Small and Medium Enterprises
    • 6.2.2 Large Enterprises
  • 6.3 End User
    • 6.3.1 BFSI
    • 6.3.2 Telecommunications
    • 6.3.3 Healthcare
    • 6.3.4 Retail
    • 6.3.5 Government
    • 6.3.6 Travel and Hospitality
    • 6.3.7 Other End Users
  • 6.4 Geography
    • 6.4.1 North America
      • 6.4.1.1 United States
      • 6.4.1.2 Canada
    • 6.4.2 Europe
      • 6.4.2.1 United Kingdom
      • 6.4.2.2 Germany
      • 6.4.2.3 France
      • 6.4.2.4 Rest of Europe
    • 6.4.3 Asia-Pacific
      • 6.4.3.1 China
      • 6.4.3.2 India
      • 6.4.3.3 Japan
      • 6.4.3.4 Rest of Asia-Pacific
    • 6.4.4 Latin America
    • 6.4.5 Middle East & Africa

7 COMPETITIVE LANDSCAPE

  • 7.1 Company Profiles
    • 7.1.1 Verint System Inc.
    • 7.1.2 Nice Ltd.
    • 7.1.3 Avaya Inc.
    • 7.1.4 Micro Focus International PLC
    • 7.1.5 Genesys Telecommunications Laboratories Inc.
    • 7.1.6 Callminer Inc.
    • 7.1.7 Raytheon BBN Technologies
    • 7.1.8 Calabrio Inc.
    • 7.1.9 VoiceBase Inc. (Liveperson Inc.)
    • 7.1.10 OpenText Corp

8 INVESTMENT ANALYSIS

9 FUTURE OF THE MARKET