市場調查報告書
商品編碼
1471033
全球語音分析市場:按組件、類型、管道、組織規模、部署、最終用戶 - 預測 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 |
※ 本網頁內容可能與最新版本有所差異。詳細情況請與我們聯繫。
預計2023年全球語音分析市場規模為28.3億美元,2024年將達32.9億美元,2030年將達到84.7億美元,複合年成長率為16.95%。
語音分析領域是分析通話錄音和語音通訊以收集客戶資訊的過程,有助於改善溝通和未來的互動策略。該技術利用先進的分析工具和演算法來處理、解碼和檢查音訊資料。音訊分析的世界是透過將音訊轉錄為文字並識別關鍵模式、趨勢和指標,將非結構化音訊內容轉化為可操作的見解。雲端基礎的解決方案的普及使各種規模的企業都更容易存取和擴充性語音分析領域。此外,來自電話、社交媒體和網路等各種管道的語音資料的成長為企業提供了利用語音分析世界並獲得更深入見解的巨大機會。由於客戶對話的敏感性,與實施和維護先進語音分析全球系統相關的高成本以及對資料隱私和安全的擔憂正在阻礙市場的成長。此外,人工智慧和機器學習的不斷創新,以及與客戶關係管理 (CRM) 系統的不斷整合,不斷豐富語音分析領域的功能和應用,為市場成長創造更多機會。
主要市場統計 | |
---|---|
基準年[2023] | 28.3億美元 |
預測年份 [2024] | 32.9億美元 |
預測年份 [2030] | 84.7億美元 |
複合年成長率(%) | 16.95% |
組件 語音分析的世界 在軟體操作的語音分析的世界中擴展硬體的使用
在語音分析領域,硬體是指記錄、儲存和處理語音資料所需的實體組件。音訊分析領域包括伺服器、儲存設備和音訊擷取硬體,它們是軟體操作和處理大量音訊資料的基礎。語音分析領域的解決方案是分析錄音和即時對話的綜合軟體包。目的是提取有價值的資訊、識別模式並提供可行的見解。這些解決方案有助於改善客戶體驗、監控合規性並提高業務效率。索引和查詢工具對於有效組織、搜尋和檢索音訊資料至關重要。這些工具允許使用者索引大量音訊檔案並運行複雜的查詢來查找感興趣的特定片段。這使得能夠從語音資料中進行更快的分析和更有效的洞察。語音分析領域的品管涉及監控和評估座席與客戶的互動。這包括評估代理績效、遵守通訊協定以及確保客戶滿意度。品管工具有助於確定培訓需求並提高服務品質。語音分析領域的報告和視覺化工具將複雜的資料轉換為易於理解的報告和視覺化顯示。這些工具可幫助相關人員快速了解資料中的重要見解、趨勢和異常情況。有效的報告和視覺化對於做出明智的決策至關重要。在語音分析領域,根本原因分析是指確定顧客詢問、問題和情緒背後的根本原因。透過分析語音資料,公司可以發現客戶體驗的根本原因,並透過直接解決問題的根源來改善其產品和服務。語音引擎是語音分析領域的核心技術,可將語音轉換為文字並分析所說內容。它包括語音辨識、自然語言處理和情緒檢測等功能。語音引擎的效率和準確性對於語音分析世界解決方案的整體有效性至關重要。
最終用途:利用全球 IT 和通訊業語音分析的巨大潛力,增強客戶服務業務
在銀行、金融服務和保險 (BFSI) 領域,語音分析領域正在最大限度地提高客戶滿意度、確保合規性並增強詐欺偵測能力。語音分析領域提供了對客戶行為的洞察,並確定了改進產品和服務的趨勢和機會。在教育領域,語音分析工具正在徹底改變教育機構與學生和家長互動的方式。語音分析工具的世界有助於改善溝通、回饋分析以增強學習體驗和業務效率。對於政府和公共機構而言,語音分析對於增強公民參與、簡化服務交付和改善公共通訊至關重要。語音分析領域可以監控交互,以實現品管和政策合規性。在醫療保健和生命科學領域,語音分析在改善患者照護、確保 HIPAA 合規性以及簡化醫療保健專業人員和患者之間的溝通方面發揮關鍵作用。該技術有助於從患者互動中提取有價值的見解。 IT 和通訊領域的語音分析可以幫助增強客戶服務業務、降低解約率並根據客戶回饋改進產品策略。這對於監控服務品質和業務效率至關重要。製造公司正在利用語音分析領域來增強安全通訊協定、改善產品品質回饋循環並最佳化客戶服務。從您的溝通管道獲得即時見解,幫助您更快做出決策。在零售和消費品行業,語音分析可以幫助改善客戶體驗、簡化全通路服務策略並了解銷售趨勢。深入了解消費者偏好和服務問題。運輸和物流領域的語音分析可以提高業務效率、增強客戶服務並確保安全合規性。促進溝通分析,以最佳化路線、客戶互動和物流規劃。旅遊和酒店業利用語音分析領域來改善賓客體驗、管理聲譽和個人化服務。透過利用語音分析領域,您可以確定服務改進的領域和客戶偏好。
區域洞察
由於跨國公司的強大影響力、技術的進步以及對客戶經驗管理的高度重視,美洲是全球語音分析技術的重要市場。在銀行、金融服務和保險 (BFSI)、醫療保健和零售等行業的推動下,美國已成為部署全球語音分析解決方案的關鍵國家。嚴格的合規性要求以及對高級分析和即時監控工具不斷成長的需求進一步推動了該地區的需求,以從客戶互動中獲得可行的見解。亞太地區是全球語音分析成長最快的市場。這是由於客服中心行業的快速成長以及對增強客戶服務業務的日益關注。印度、中國、日本和澳洲等國家在中小企業 (SME) 擴大採用新技術以及對雲端基礎的解決方案的需求不斷成長方面處於領先地位。該地區多樣化的語言環境為語音分析領域的全球技術提供了機遇,並鼓勵針對當地需求的創新。歐洲、中東和非洲地區對語音分析領域的興趣日益濃厚,由於合規管理、改善客戶經驗和業務效率的需求,歐洲成為一個重要地區。另一方面,中東和非洲的成長速度正在放緩,重點是對傳統客服中心進行現代化改造,並強調客戶服務作為差異化點。監管要求,特別是歐洲的 GDPR,將對全球語音分析解決方案的部署和營運產生重大影響,推動隱私和資料保護的創新。
FPNV定位矩陣
FPNV 定位矩陣對於評估全球語音分析市場至關重要。我們檢視與業務策略和產品滿意度相關的關鍵指標,以對供應商進行全面評估。這種深入的分析使用戶能夠根據自己的要求做出明智的決策。根據評估,供應商被分為四個成功程度不同的像限:前沿(F)、探路者(P)、利基(N)和重要(V)。
市場佔有率分析
市場佔有率分析是一種綜合工具,可以對全球語音分析市場中供應商的現狀進行深入而深入的研究。全面比較和分析供應商在整體收益、基本客群和其他關鍵指標方面的貢獻,以便更好地了解公司的績效及其在爭奪市場佔有率時面臨的挑戰。此外,該分析還提供了對該行業競爭特徵的寶貴見解,包括在研究基準年觀察到的累積、分散主導地位和合併特徵等因素。詳細程度的提高使供應商能夠做出更明智的決策並制定有效的策略,以獲得市場競爭優勢。
1. 市場滲透率:提供有關主要企業所服務的市場的全面資訊。
2. 市場開拓:我們深入研究利潤豐厚的新興市場,並分析其在成熟細分市場的滲透率。
3. 市場多元化:提供有關新產品發布、開拓地區、最新發展和投資的詳細資訊。
4.競爭評估及資訊:對主要企業的市場佔有率、策略、產品、認證、監管狀況、專利狀況、製造能力等進行綜合評估。
5. 產品開發與創新:提供對未來技術、研發活動和突破性產品開發的見解。
1. 全球語音分析市場的市場規模與預測為何?
2.在全球語音分析市場的預測期間內,有哪些產品、細分市場、應用程式和領域值得考慮投資?
3.全球語音分析市場的技術趨勢與法規結構是什麼?
4.全球語音分析市場主要廠商的市場佔有率為何?
5. 進入全球語音分析市場的適當型態和策略手段是什麼?
[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 | |
---|---|
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?