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封面
市场调查报告书
商品编码
1643087

语音分析-市场占有率分析、产业趋势与统计、成长预测（2025-2030）

Voice Analytics - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2025 - 2030)
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

预测期内语音分析市场预计将实现 15% 的复合年增长率

语音分析-市场-IMG1

关键亮点

  • 随着互联网及其支援的各种技术应用的扩展，企业评估大量资料以获取关键见解变得越来越困难。为了从资料中获取商业洞察力，多年来公司已经开发了许多分析方法和工具。
  • 语音分析在客服中心的应用最为广泛，利用员工和呼叫者之间的结构化和非结构化互动来提供相关资讯。其他潜在应用包括生物声学、心理健康以及银行和金融市场。
  • 此外，与仅分析所说的内容而不分析说的方式的语音分析不同，语音分析可用于透过分析语音模式的发声特征（例如音节音高、节奏、声调和韵律）来监控音讯语音笔记。例如，在顾客关怀场景中，语音分析可以侦测脏话、不正确的字词和音调，如果侦测到此类异常，演算法就会将通话转接给供电督导。
  • 与医疗保健领域类似，语音分析被用于监测患者的忧郁症和其他心理健康问题。例如，根据世界卫生组织（WHO）的数据，2021年全球将有超过2.8亿人罹患忧郁症。因此，许多供应商正在投资语音分析市场，以抓住医疗保健产业的成长机会。
  • 此外，2022 年 4 月，Instreamatic 推出了用于快速客户沟通和即时情绪分析的语音 AI 平台 Speaky。这种新的多对一通讯解决方案允许客户在任何实体或数位品牌接触点留下快速语音讯息，快速轻鬆地向品牌和内容创作者表明自己的身份。
  • 由于这些案例，许多跨行业的组织都在考虑采用语音分析来了解他们的用户，并利用资料、社群媒体资料和其他企业联合组织资料等资料来源。此外，具有复杂 IT 结构的公司需要整合的行销、CRM、销售支援等解决方案，由于它们减少了相容性问题，因此对内部部署解决方案的需求可能会增加，但云端解决方案增加的可扩展性和灵活性可能有助于推动云端部署的成长。
  • 疫情期间，销售和行销对语音分析的需求将改善客户服务，进而推动市场成长。新技术的采用和业务向线上模式的转变将鼓励企业采用通讯分析解决方案。随着语音分析的使用增加，这一趋势仍在继续，进一步帮助根据先前购买的评论和回馈来锁定合适的客户。

语音分析市场趋势

应用程式推动市场成长

  • 在 IT 等行业中，公司正在利用最先进的客服中心和分析解决方案，例如行为预测语音分析 (BPVA)，来预测哪些求职者更有可能成功。 BPVA 技术透过结合语音分析、人工智慧、讯号处理和心理学的创新技术，充分利用表征行为和性格特征模式的潜力，依靠语音元素提供可从中获取洞察力的资料来源。
  • 最近的趋势也显示了语音分析在检测帕金森氏症患者中的应用，因为许多被诊断出患有帕金森氏症的人都有言语和声音障碍。透过分析患者的声音样本，可以确定该人是否患有帕金森氏症。例如，Cogita Corporation 利用其社交讯号处理平台开发了一种廉价、可扩展的语音分析解决方案。
  • 此外，与金融业类似，许多市场参与企业（包括分析师和机构投资者）都未能发现金融诈骗，因此各组织寻求能够及时报告此类金融诈骗的解决方案的趋势日益增强。

北美占据主要市场占有率

  • 由于数位行销支出增加、中央情报局 (CIA) 的技术支出增加以及该地区对精神疾病治疗的日益关注等因素，北美占据了语音分析的大部分份额。
  • 中央情报局等机构正在积极资助能够帮助其追踪恐怖分子和外国间谍活动的想法。如此一来，此类案例就为积极创新现有语音分析解决方案的硅谷新兴企业提供了机会，以开发创新且引人注目的解决方案。 VoiceBase 是一家美国新兴企业，提供语音分析平台，可分析电话呼叫的音讯资料，并使用人工智慧预测分析对通话进行分类并确定用户意图。它还使用机器学习功能来预测未来的行为。
  • 根据美国美国五分之一的成年人患有不同程度的精神疾病，从轻度到中度再到重度，并且许多疾病缺乏足够的分析测试来得出有关患者行为模式的结论。
  • 由于精神疾病如此普遍，语音分析技术发挥至关重要的作用，透过分析语音资料来提高疾病检测的准确性，有助于检测这些疾病。
  • 此外，政府对人工智慧和机器学习技术的投资不断增加，进一步开启了可进行情绪分析的互动式语音应答技术的市场。例如，圣马刁县税务局正在使用先进的互动式语音应答系统，帮助呼叫者更有效地检查他们的财产税并缴纳更多税款。

语音分析产业概览

多通路环境中语音的重要性、风险管理、合规性强调以及竞争性市场情报正在推动语音分析市场的需求。为了满足需求并占领市场占有率，行业供应商正在利用先进的演算法和技术进行协作和产品创新。

2022年10月，对话式人工智慧和自动化供应商GITEX Global Uniphore与全球改善和简化沟通与协作解决方案供应商Avaya建立策略合作伙伴关係，为中东和非洲的用户推出整合对话式人工智慧和通讯平台。

其他福利

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

目录

第 1 章 简介

  • 调查结果
  • 调查前提
  • 研究范围

第二章调查方法

第三章执行摘要

第四章 市场动态

  • 市场概况
  • 市场驱动因素
  • 市场限制
  • 价值链分析
  • 波特五力分析
    • 新进入者的威胁
    • 购买者和消费者的议价能力
    • 供应商的议价能力
    • 替代品的威胁
    • 竞争对手之间的竞争强度
  • COVID-19 工业影响评估

第五章 市场区隔

  • 成分
    • 解决方案
    • 服务
  • 扩张
    • 云
    • 本地
  • 组织规模
    • 中小型企业
    • 大型企业
  • 应用
    • 健康监测
    • 情绪分析
    • 销售与行销
    • 风险和诈欺侦测
    • 通话监控
  • 按最终用户产业
    • 零售与电子商务
    • 电信和 IT
    • BFSI
    • 医疗
    • 政府和国防
    • 其他最终用户产业
  • 地区
    • 北美洲
      • 美国
      • 加拿大
    • 欧洲
      • 德国
      • 英国
      • 法国
      • 欧洲其他地区
    • 亚太地区
      • 印度
      • 中国
      • 日本
      • 其他亚太地区
    • 拉丁美洲
      • 巴西
      • 阿根廷
      • 其他拉丁美洲国家
    • 中东和非洲
      • 阿拉伯聯合大公国
      • 沙乌地阿拉伯
      • 其他中东和非洲地区

第六章 竞争格局

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

第七章投资分析

第八章 市场机会与未来趋势

简介目录
Product Code: 69643

The Voice Analytics Market is expected to register a CAGR of 15% during the forecast period.

Voice Analytics - Market - IMG1

Key Highlights

  • With the expansion of the internet and the different technical applications that support it, it is becoming increasingly difficult for companies to evaluate the massive volume of data in order to gain some significant insight. Many analytical approaches and tools have been developed throughout the years by organizations to examine and get business insights from data.
  • The most extensively used use of voice analytics is in call centers, where it delivers relevant information by leveraging both structured and unstructured interactions between employees and callers. Other probable applications include bioacoustics, mental healthcare, banking and finance markets, and so on.
  • Furthermore, unlike speech analytics, which just analyzes what is spoken but not how it is spoken, voice analytics might be used to monitor audio voice notes by analyzing audio patterns for vocal features such as syllable pitch, tempo, tone, and rhythm. For example, in a customer care situation, voice analytics would be able to detect profanity, incorrect language, and pitch, and the algorithm would route the call to a supervisor if such anomalies were detected.
  • As with the healthcare sector, voice analytics is used to monitor patients with depression and another mental health issues. For instance, According to the World Health Organization, in 2021, more than 280 million people worldwide will suffer from depression. This is attracting many vendors to invest in the voice analytics market to cater to the growing opportunity in the healthcare industry.
  • Furthermore, in April 2022, Instreamatic introduced Speaky, the voice AI platform for quick customer communication and real-time sentiment analysis. With the help of this, customers can rapidly and easily communicate themselves to brands or content creators by leaving brief audio messages at any physical or digital brand touchpoint with the new many-to-one communication solution.
  • 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 require integrated solutions such as marketing, CRM, and sales support, among others which allows them to mitigate compatibility issues, however with the added scalability and flexibility of cloud solutions would leverage the growth of cloud deployments.
  • During the pandemic, the demand for voice analytics in sales and marketing improved customer service drives the market growth. The adoption of new technologies and the transition of enterprises to the online mode stimulates companies to implement communication analytics solutions. The trend continues, the voice analysis usage increased and further helped to target the right customers based on their reviews and feedback about their previous purchases.

Voice Analytics 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 behavioral and personality trait 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, people diagnosed with Parkinson's disease have speech or voice disorders. By analyzing the voice samples of the people, the solution would confirm whether or not the person suffers from the disease. 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.
  • Furthermore, as with the financial industry, with many market participants, including analysts, and institutional investors failing in the 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 drive the growth of the Voice Analytics Market.

North America to Hold Major Market Share

  • North America holds a major share of 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 an 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 the National Institute of Mental Health(NIH), in the United States, nearly 1 in 5 adults suffer from mental illness with varying degrees 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 more.

Voice Analytics Industry Overview

The importance of voice in a multichannel environment, risk management, a focus on compliance, and competitive market intelligence have all contributed to a growth in demand for the speech analytics market. To counter demand and gain market share, industry vendors are working on collaborations and product innovations that use advanced algorithms and technologies.

In October 2022, GITEX Global Uniphore, a provider of Conversational AI and Automation, at GITEX Global 2022, formed a strategic collaboration with Avaya, a global provider of solutions to improve and simplify communications and collaboration, to introduce its integrated Conversational AI and communications platform to users throughout the Middle East and African (MEA) region.

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 Porter's Five Forces 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