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市场调查报告书
商品编码
1645130

欧洲语音分析：市场占有率分析、产业趋势与统计、成长预测（2025-2030 年）

Europe Speech Analytics - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2025 - 2030)
出版日期: | 出版商: Mordor Intelligence | 英文 110 Pages | 商品交期: 2-3个工作天内

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简介目录

预计 2025 年欧洲语音分析市场规模为 8.8 亿美元，到 2030 年将达到 15.9 亿美元，预测期内（2025-2030 年）的复合年增长率为 12.56%。

欧洲语音分析-市场-IMG1

预计在整个预测期内，有多种业务驱动因素将推动语音分析市场稳步发展。推动语音分析解决方案市场需求的因素包括改善客户互动和整体体验的需求、改善客服中心性能的日益增长的需求以及使用分析来创造客户忠诚度的日益增长的需求。

主要亮点

  • 对风险管理解决方案和云端分析的需求不断增长也将推动未来几年的成长。这些解决方案具有很大的变革潜力，因为它们有助于优化效能并改善客户体验。透过使用基于人工智慧和机器学习的技术实现即时、可操作的客户洞察是语音分析市场的成长机会之一。人工智慧和机器学习等新技术透过自动化程式提供即时资讯。人工智慧语音分析解决方案可以自动捕捉整个代理与客户的互动，提供隐藏的见解和可能性，从而实现优化结果。
  • 该地区的零售和电子商务企业正在改善客户服务管理以吸引更多客户。此外，公司需要改变经营模式以获得更大的内部和外部可见度和控制力。他们还需要专注于培养一支包括物流物流、现场服务提供者和店内工作人员在内的综合劳动力。由于新兴国家消费者的购买力不断增强，零售业预计将成为成长最快的产业之一。这增加了客户接触点并促进了消费者资讯。
  • 此外，语音分析可以进行高级评估和大规模发现，以确定可操作的见解。在记录和评估客户联繫之后，即时语音分析为代理商提供下一个最佳可操作的咨询讯息，从而提高业务效率。由于这些优势，语音分析市场预计将在预测期内大幅扩张。然而，语音分析用户担心资料隐私问题。音讯资料和文字手稿包含个人的声音、个人资讯和易受到网路攻击的机密资料。
  • 另一方面，可能阻碍市场的因素如下：语音分析的最大挑战之一是准确性：确保软体准确捕捉和分析口语。由于口音、方言和说话方式的差异，这可能很困难。此外，输入语音分析的资料的品质至关重要。录音品质差的通话、低品质的音讯和吵杂的环境都会影响语音分析的准确性。
  • 此外，语音分析在 COVID-19 疫情期间已被多次使用。一个潜在的应用是检测大流行期间在一线工作的医护人员的压力水平。调查团队使用语音分析和机器学习技术来分析医护人员打电话的录音，以识别显示压力和其他情绪状态的模式。此外，一些研究人员正在将语音分析作为 COVID-19筛检的工具，探索透过分析语音讯号来检测疾病症状的可能性。总体而言，在 COVID-19 大流行背景下使用语音分析是一个活跃的研究和开发领域，其中许多潜在的应用正在被探索。

欧洲语音分析市场的趋势

BFSI 产业是市场驱动力之一

  • 银行越来越多地采用语音分析来改善客户服务、管理风险和识别合规性问题。语音分析使用自然语言处理和机器学习演算法来分析记录的客户对话，以识别趋势、情绪以及关键关键字和主题。分析这些资料可以为银行提供有关客户需求和偏好的宝贵见解，帮助他们在潜在问题变成重大问题之前发现它们。语音分析对银行的好处包括提高客户满意度、降低合规风险、优化业务和推动收益成长。
  • 金融业是监管最严格的行业之一。我们可以在债务催收等行业观察到这种现象。不幸的是，许多这样的组织未能确保其代理人仔细遵循脚本、确保遵守这些要求，并确保所有讨论都尊重其客户的合法权利。结果，每年都有数千起《公平债务催收法》诉讼被提起，违反《公平信用报告法》的情况也日益增加。即使忽略一次违规的互动也可能导致灾难。幸运的是，语音分析工具可以帮助您避免潜在的法律噩梦。
  • 此外，语音分析可以审查每一次对话，以确保每个代理人都遵守核准的脚本，并确定需要额外培训的代理。此外，脚本分析有助于确保每次对话都涉及客户的合法权利。它还能识别出在压力下表现更好的代理，以便为他们分配更困难的案例，同时为其他代理提供更好的培训材料。语音分析可协助债务催收机构提供优质的客户服务、取得未付款项并遵守所有行业标准。
  • 根据英格兰银行的规定，多银行金融机构（MFI）是英国境内任何被授权接受存款的银行或建筑协会。截至 2022 年 5 月 31 日，英国共有 357 家小额信贷机构运营，其中 130 家的总部（母公司）位于英国。如此庞大的金融机构数量为语音分析参与者创造了机会，可以开发满足广泛 BFSI 需求的新解决方案。
  • 语音分析是一种工具，您可以使用它来评估您的销售电话并确定可以改进销售技巧的领域。这包括分析负责人面临的常见反对意见和障碍，以及提升销售和交叉销售产品和服务的机会。总体而言，语音分析为金融科技公司提供了宝贵的讯息，使他们能够改善客户服务、发现诈欺、遵守法律要求、了解金融业并增加销售。该技术可以适应您组织的需求并与您现有的系统整合。

英国可望实现强劲成长

  • 德国正在将语音分析技术应用于多个领域，包括评估寻求庇护者的来源、透过自动语音检测忧郁症的细微征兆、健康语音分析以及开发德语语音语音辨识解决方案。 Ozonetel、OrecX、Observe.AI 和 i2x 等公司和新兴企业正在开发用于各种用途的语音分析软体。此外，奥格斯堡大学医疗保健和健康嵌入式智慧 ZD.B 主席正在研究健康领域的尖端语音分析。
  • 语音分析可以成为医疗保健产业衡量员工压力的有力工具，尤其是透过电话进行衡量。德国使用的语音分析软体的一个例子是 Observe.AI。 Observe.AI 使用对话智能来分析跨渠道的客户互动。其他可用于医疗保健行业的语音分析软体是 Nuance，它为医疗保健和客户服务应用程式提供对话式 AI。此外，医疗保健行业的语音分析可能受监管合规要求的约束。
  • 为了更好地服务客户服务，市场各方力量正在共同努力。例如，2023年2月，Stage Zero宣布与德国Autolabs建立新的合作。柏林的 German Autolabs 为专业司机、宅配业者和送货团队开发 ADAS（高级驾驶辅助系统）。 StageZero 将采用其专有技术并为德国 Autolabs 提供该计划的语音辨识训练资料。这些资讯用于机器学习，以辅助公司的人工智慧系统。该公司与 StageZero 的合作非常有价值，为其提供了高品质的语音语料库，用于训练其独特的语言和语义模型。
  • 此外，Zoom Video Communications 最近宣布收购德国机器翻译公司卡尔斯鲁厄资讯科技解决方案（KITES）。 Zoom 宣布，由 12 位 KITES 研究人员组成的团队将支援 Zoom 的工程团队为 Zoom 使用者开发翻译功能。 KITES 是 Zoom 自今年稍早以 17.5 亿美元出售股票以来的首批购买项目之一。 KITES平台最初旨在促进跨国学术团队之间的讨论，后来演变成一个通用的人工智慧主导的翻译框架。
  • 中小型企业 (SME) 正在使用语音分析来深入了解客户互动和竞争优势。透过分析客户与代理商或负责人之间的录音对话，小型企业可以收集有关客户偏好、痛点和行为模式的宝贵资讯。例如，根据欧盟委员会的预测，2022年德国中小企业数量将达到约260万家。这些企业大多都是员工人数不超过 9 人的微企业。其中，僱用 10 至 49 名员工的小型企业约有 363,462 家，僱用 50 至 249 名员工的中型企业约有 55,518 家。如此庞大的中小企业数量可能会为所研究的市场创造成长机会。

欧洲语音分析产业概况

由于全球参与者的强大影响力，该地区的语音分析市场已半固体。少数参与者占据该市场占有率的大部分份额。此外，为了在市场中生存，需要不断更新和复杂的技术，这对新进入者来说是一个进入障碍。

  • 2024 年 1 月—Calabrio 宣布收购人工智慧和虚拟代理效能解决方案领导者 Wysdom。此次收购加速了 Calabrio 的策略，即利用人工智慧和机器学习来帮助客户最大限度地提高代理商的参与度、投资回报率和投资回报率。

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

  • 研究假设和市场定义
  • 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
  • 产业价值链分析
  • 产业吸引力－波特五力分析
    • 供应商的议价能力
    • 买家的议价能力
    • 新进入者的威胁
    • 替代品的威胁
    • 竞争对手之间的竞争
  • COVID 对市场的影响（由于客服中心虚拟加速而导致的市场成长 | 对成长轨迹的近期至中期影响）
  • 市场驱动因素
    • 提高客服中心容量
    • 使用不同语言的移民人口不断增长
  • 市场挑战
    • 由于供应商的营销有限，认知度有限
  • 市场机会
    • 本地零售商采用先进技术，成为潜在买家

第五章 市场区隔

  • 按部署
    • 本地
    • 一经请求
  • 按组织规模
    • 中小企业
    • 大型企业
  • 按最终用户
    • BFSI
    • 卫生保健
    • 零售
    • 政府
    • 其他最终用户（通讯、旅游和酒店业）
  • 按国家
    • 英国
    • 德国
    • 义大利
    • 法国
    • 其他欧洲国家

第六章 竞争格局

  • 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.
    • OpenText Corporation

第七章投资分析

第 8 章：市场的未来

简介目录
Product Code: 54605

The Europe Speech Analytics Market size is estimated at USD 0.88 billion in 2025, and is expected to reach USD 1.59 billion by 2030, at a CAGR of 12.56% during the forecast period (2025-2030).

Europe Speech Analytics - Market - IMG1

Due to several business drivers, the speech analytics market is expected to grow steadily throughout the forecast period. Among the drivers driving market demand for speech analytics solutions are the need to improve customer interactions and overall experience, the growing need to improve contact center performance, and the expanding requirement to use analytics to generate customer loyalty.

Key Highlights

  • Rising demand for risk management solutions and cloud analytics will also boost growth over the next few years. These solutions provide various prospects for change because they help optimize performance and improve client experience. The use of AI and ML-based technologies to enable real-time actionable customer insights is one of the opportunities for the growth of the Speech Analytics Market. Emerging technologies such as AI and ML provide real-time information with an automated procedure. AI-powered speech analytics solutions may automatically capture the whole agent-customer interaction and provide hidden insights and possibilities, resulting in optimized outcomes.
  • Retail and e-Commerce companies in the region are improving their customer service management to attract more customers. Furthermore, businesses must modify their business model to enhance visibility and control, both publically and internally. Participants in the industry must also focus on developing an integrated workforce that includes logistics professionals, field service providers, and in-store staff. The retail sector is expected to be among the fastest-growing industries, owing to increased clients' purchasing power in developing countries. As a result of the increasing number of client encounters, this would foster consumer information.
  • Furthermore, speech analytics enables high-level assessments and the identification of actionable insights through high-volume discovery. Following the logging and evaluation of client contacts, real-time speech analytics provides the next best actionable advisory message to agents, resulting in greater operational efficiency. Because of these benefits, the speech analytics market will likely expand significantly throughout the forecast period. However, consumers of speech analytics are concerned about data privacy. The audio data and text transcripts contain individuals' voices, personal information, and sensitive data vulnerable to cyber-attacks.
  • On the flip side, the factors that may hamper the market are Accuracy, one of the biggest challenges with speech analytics, ensuring that the software accurately captures and analyzes the spoken words. This can be difficult due to variations in accents, dialects, and speaking styles. Further, The quality of the data that feeds into speech analytics is also essential. Poorly recorded calls, low-quality audio, and noisy environments can all affect the Accuracy of speech analytics.
  • Moreover, speech analytics has been used several times during the COVID-19 pandemic. One potential application is in detecting stress levels in healthcare professionals working on the pandemic's front lines. Researchers have used speech analytics and machine learning techniques to analyze audio recordings of healthcare professionals speaking over the phone to identify patterns indicative of stress and other emotional states. Additionally, there were engaged in using speech analytics as a tool for COVID-19 screening, with researchers exploring the potential of analyzing speech signals to detect disease symptoms. Overall, the use of speech analytics in the context of the COVID-19 pandemic was an active area of research and development, with many potential applications being explored.

Europe Speech Analytics Market Trends

BFSI Industry is one of the Factor Driving the Market

  • Banks increasingly turn to speech analytics to improve customer service, manage risk and identify compliance issues. Speech analytics involves analyzing recorded customer conversations, using natural language processing and machine learning algorithms to identify trends, sentiments, and essential keywords or topics. By analyzing this data, banks can gain valuable insights into customer needs and preferences and identify potential issues before they become more significant problems. Some of the benefits of speech analytics for banks include improving customer satisfaction, reducing compliance risk, optimizing operations, and driving revenue growth.
  • One of the most regulated industries is finance. This can be observed in industries such as debt collecting. Unfortunately, many such organizations fail to guarantee that their agents carefully adhere to their scripts to assure compliance with these requirements and that all discussions respect clients' legal rights. As a result, thousands of Fair Debt Collection Practises Act cases are filed each year, and violations of the Fair Credit Reporting Act are rising. Even ignoring one non-compliant interaction might lead to disaster. Fortunately, a speech analytics tool can assist in avoiding a potential legal nightmare.
  • Further, speech analytics can scrutinize every conversation to ensure that each agent strictly adheres to the approved script and identifies agents who may require additional training. Furthermore, script analytics can ensure that all talks correspond to the client's legal rights. It can also help identify agents that perform better under pressure, allowing them to be allocated more difficult cases while offering better training materials for other agents. Speech analytics can assist debt collectors in providing excellent client service, obtaining outstanding funds, and adhering to all industry standards.
  • According to the Bank of England, Monetary Financial Institutions (MFI) are all banks and building societies in the United Kingdom that are permitted to accept deposits. As of May 31, 2022, 357 MFIs were operating in the United Kingdom, with 130 of them being UK headquartered (parent business). Such a huge number of financial institutes would create an opportunity for the speech analytics players to develop new solutions to cater to a wide range of needs of BFSI.
  • Speech analytics is a tool that may be used to evaluate sales calls and identify areas where sales techniques can be improved. This can include analyzing common objections and obstacles that salespeople face and opportunities to upsell and cross-sell goods and services. Overall, speech analytics can provide useful information to FinTech organizations, allowing them to improve customer service, detect fraud, comply with legal requirements, learn about the sector, and increase sales. The technology can be tailored to the organization's needs and linked with existing systems.

United Kingdom is Expected to Grow Significantly

  • Germany has applied speech analytics technology in multiple areas, such as asylum seekers' assessment of origin, detecting subtle signs of depression with automated speech, analysis of speech for health, and developing speech recognition solutions for the German language. Companies and startups such as Ozonetel, OrecX, Observe.AI, and i2x have developed speech analytics software for various applications. Additionally, the ZD.B Chair of Embedded Intelligence for Health Care and Wellbeing at the University of Augsburg has researched state-of-the-art speech analysis for health.
  • Speech analytics can be a valuable tool in the healthcare industry, especially for measuring stress in health professionals over the phone. One example of speech analytics software used in Germany is Observe.AI, which uses conversation intelligence to analyze customer interactions across various channels. Other speech analytics software that can be used in the healthcare industry include Nuance, which provides conversational AI for healthcare and customer service applications. It is worth noting that speech analytics in the healthcare industry may be subject to regulatory compliance requirements.
  • To provide better services to the customers, the players in the market are collaborating. For instance, in February 2023, StageZero announced a new collaboration with German Autolabs. German Autolabs develops advanced automotive voice assistance systems in Berlin for professional drivers, couriers, and delivery teams. StageZero employs our proprietary technology to offer German Autolabs speech recognition training data for this project. This information is then employed in machine learning to help their AI system. The company's collaboration with StageZero has been critical in delivering high-quality utterance corpora for training proprietary language and semantic models.
  • Further, Zoom Video Communications recently announced the acquisition of Karlsruhe Information Technology Solutions (KITES), a German machine translation firm. Zoom announced that KITES' team of 12 research scientists will assist Zoom's engineering team develop translation capabilities for Zoom users.KITES is one of Zoom's first purchases since its USD 1.75 billion share sale earlier this year. The KITES platform was initially intended to facilitate discussion among multinational academic teams, but it later evolved into a general-purpose, AI-driven translation framework.
  • Small and Medium Enterprises (SMEs) use speech analytics to gain insights into customer interactions and competitive advantage. By analyzing recorded conversations between customers and agents or representatives, SMEs can gather valuable information on customer preferences, pain points, and behavior patterns. For instance, according to European Commission, in Germany in 2022, there were to be around 2.6 million Small and Medium-Sized Enterprises (SMEs). The vast majority of these businesses were micro-sized, employing up to nine employees. Small businesses employing 10 to 49 people totaled approximately 363,462, while medium-sized businesses employing 50 to 249 workers numbered around 55,518. Such a huge number of SMEs would create an opportunity for the studied market to grow.

Europe Speech Analytics Industry Overview

The speech analytics market in the region is semi-consolidated owing to the higher presence of global players. Few players in the market hold the majority of the market share. Also, the constantly updating and highly advanced technology needed to survive in the market proves to be an entry barrier to new entrants in the market.

  • January 2024 - Calabrio, announced their acquisition of Wysdom, the leading experts in Artificial Intelligence and virtual agent performance solutions. This acquisition will accelerate Calabrio's strategy to help customers leverage AI and Machine Learning to maximize agent engagement, productivity, and ROI (Return on Investment).

Additional Benefits:

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

TABLE OF CONTENTS

1 INTRODUCTION

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

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET DYNAMICS

  • 4.1 Market Overview
  • 4.2 Industry Value Chain Analysis
  • 4.3 Industry Attractiveness - Porter's Five Forces Analysis
    • 4.3.1 Bargaining Power of Suppliers
    • 4.3.2 Bargaining Power of Buyers
    • 4.3.3 Threat of New Entrants
    • 4.3.4 Threat of Substitute Products
    • 4.3.5 Intensity of Competitive Rivalry
  • 4.4 Impact of COVID-19 on the Market (Growth of Market Due to Acceleration of Virtualized Call Canters | Near and Medium-term Impact on the Growth Trajectory)
  • 4.5 Market Drivers
    • 4.5.1 Increasing Call Center Capacity
    • 4.5.2 Increase in the Number of Migrant Population Speaking Different Languages
  • 4.6 Market Challenges
    • 4.6.1 Lack of Awareness Due to Limited Marketing by the Vendors
  • 4.7 Market Opportunities
    • 4.7.1 Advanced Technologies Adopted by Retailers in the Region Pose them as Potential Buyers

5 MARKET SEGMENTATION

  • 5.1 Deployment
    • 5.1.1 On-Premise
    • 5.1.2 On-Demand
  • 5.2 Size of Organization
    • 5.2.1 Small and Medium Enterprises
    • 5.2.2 Large Enterprises
  • 5.3 End-user
    • 5.3.1 BFSI
    • 5.3.2 Healthcare
    • 5.3.3 Retail
    • 5.3.4 Government
    • 5.3.5 Other End-users (Telecommunication, Travel and Hospitality)
  • 5.4 Country
    • 5.4.1 United Kingdom
    • 5.4.2 Germany
    • 5.4.3 Italy
    • 5.4.4 France
    • 5.4.5 Rest of Europe

6 COMPETITIVE LANDSCAPE

  • 6.1 Company Profiles
    • 6.1.1 Verint System Inc.
    • 6.1.2 Nice Ltd.
    • 6.1.3 Avaya Inc.
    • 6.1.4 Micro Focus International PLC
    • 6.1.5 Genesys Telecommunications Laboratories Inc.
    • 6.1.6 Callminer Inc.
    • 6.1.7 Raytheon BBN Technologies
    • 6.1.8 Calabrio Inc.
    • 6.1.9 VoiceBase Inc.
    • 6.1.10 OpenText Corporation

7 INVESTMENT ANALYSIS

8 FUTURE OF THE MARKET