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1639547

語音分析-市場佔有率分析、產業趨勢/統計、成長預測（2025-2030）

Speech 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個工作天內

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簡介目錄

語音分析市場規模預計到 2025 年為 36.2 億美元，預計到 2030 年將達到 74.7 億美元，預測期內（2025-2030 年）複合年成長率為 15.61%。

語音分析-市場-IMG1

語音分析解決方案可以將通話錄音轉化為可操作的資料，資料可以轉化為整個企業有價值且有效的見解。這些解決方案主要用於處理廣泛的客戶互動。世界各地的公司正在整合語音分析，將內部記錄的資料與外部聯合資料相結合，以創建能夠了解客戶需求並全面減少客戶流失的尖端解決方案。

主要亮點

  • 語音分析透過提供可操作的見解、激勵資料主導的決策以及改進單座席的培訓方法來提高企業價值。衡量客服中心效率對於提高客戶滿意度非常重要。因此，語音分析可用於發現多個通話中的趨勢問題，但當時並未被視為重大問題。透過使用語音分析工具，企業可以更了解無法解釋的消費行為，並深入了解客戶意圖和滿意度。
  • 在 COVID-19 爆發期間，潛在的最終用戶產業正在採用最尖端科技支援的語音分析解決方案，進一步推動了市場成長。客服中心長期以來一直是職場自動化的一大前沿領域，但新冠疫情加速了整個進程。人工智慧和機器學習也顯著提高了公司將對話分類為相關類別並透過語音分析了解對話中發生的情況的速度。
  • 語音分析解決方案的關鍵組成部分之一是將語音資料轉換為文字。在證明監管合規性、審核以及在訴訟的發現過程中，文字比語音更容易共用和搜尋。任何需要數據的人都可以以在組織內易於找到的格式獲取資料。 2022 年 1 月，Meta AI 發布了 data2vec。 data2vec 是一種高效能自監督演算法，適用於多種模式，包括音訊、文字和影像的單獨應用。該演算法已被證明優於電腦視覺和語音的行業標準單目標演算法。
  • 此外，市場上的供應商致力於產品創新和各種合作夥伴關係，為企業提供更好的解決方案。例如，Cogito 利用行為科學和深度學習開發了一種即時對話分析工具。該公司的人工智慧可以監聽對話的內容和語氣。 Cogito 可以偵測模仿、音量變化、音調等，讓您即時了解客戶的感受以及每家公司的通話進度。它還向客戶服務負責人提供即時提案，以改善通話並評估績效。
  • Cogito 系統的首批大規模測試之一是在Humana 保險公司進行的，為期六個月，涵蓋了總合200 個座席呼叫，淨推薦值提高了28%，問題解決率提高了6%，呼叫次數也增加了6%。 Cogito 聲稱該系統已將回電次數減少了 10%，並將客戶滿意度提高了 28%。
  • 語音分析軟體和平台的需求迅速爆炸，帶動了該領域多家新興企業的發展，其中幾家成長了近 10 倍。例如，品質監控和語音分析工具供應商 SuccessKPI 由於北美業務數位化程度的提高以及向拉丁美洲、歐洲和亞太地區的擴張，對其平台的需求成長了 200%。這一成長吸引了 Banneker Partners 於 2022 年 1 月投資 3,300 萬美元，以實現客戶成功、產品、合作夥伴、行銷和銷售團隊在全球的快速擴張。
  • 然而，這個市場在部署基於語音的通訊提出了挑戰。從純粹的技術層面來看，電腦系統容納語音互動比聊天更難。背景噪音、不尋常的語音模式、不同的口音、糟糕的發音等使得人工智慧很難將語音翻譯成文字。

語音分析市場趨勢

通訊部門預計將佔據主要市場佔有率

  • 由於互聯世界的採用產生了大量資料，語音分析在通訊業務中變得越來越流行。最初，錄製的通話是手動評估的，但隨著通話數量的增加，對正確和準確評估的需求也隨之增加，從而引入了音訊分析。
  • 語音分析技術廣泛應用於電信服務供應商的業務。隨著商業市場的擴大，利潤率提高、詐欺減少、風險降低、服務改善和客戶滿意度提高等許多好處都有助於吸引和留住更多客戶。
  • 企業主要使用雲端基礎的通訊和分析來識別高價值消費者並在整個客戶生命週期中更好地管理他們來增加利潤。該技術還有助於透過即時客戶洞察來識別潛在危險。儘管顛覆性技術以及網路和行動工具不斷湧現，但客戶和企業之間的大多數顧客關懷互動仍然透過電話進行。
  • 電信業者客服中心的目的是啟用這些呼叫並從中收集有關消費者趨勢和行為的資訊。隨著資料處理在發現機會方面變得越來越重要，客服中心正在使用更多資料密集型技術。
  • Telefonica Brasil 是南美洲最重要的通訊公司之一，完全依賴資料解決方案。該公司每天使用 IVR（互動式語音應答）管理平均 4000 萬個呼叫，其中 900 萬個呼叫由人工接聽。這一數字預計在未來幾年會增加，但人類操作員的就業預計在未來幾年將減少。因此，面臨的挑戰是如何在降低成本的同時提高客戶體驗的品質。因此，實施語音分析解決方案成為至關重要的業務解決方案。
  • 根據國際電信聯盟預測，2019年行動用戶總數將首次超過80億，預計將達到83億人。據報道，截至 2022 年，全球行動電話用戶數將達到 86 億，高於 2021 年的 84 億。到 2027 年，全球 5G行動電話用戶數量預計將超過 43 億，其中僅東北亞地區的用戶數量預計將超過 17 億。全球行動電話訂閱總數的成長預計將推動市場成長並在未來創造充足的機會。

北美預計將佔據很大佔有率

  • 美國語音分析市場受到多種因素的推動，包括數位行銷支出的增加、政府機構技術支出的增加以及對該地區精神疾病患者治療的日益關注。此外，中央情報局等機構正在積極資助可能有助於追蹤恐怖分子和外國間諜活動的想法。這為矽谷新興企業創造了許多機會，可以主動設計和創新現有的語音分析解決方案，以創建創新且引人注目的解決方案。
  • 此外，美國國防部門在DARPA（國防高級研究計劃局）等研發計劃上投入了數十億美元，在過去十年中為國家情報機構和國防部隊提供了顯著更先進的監控技術。這些投資是為了改善該領域的系統並啟用語音分析系統。
  • 該地區的用戶也擴大在多個平台上使用語音控制，包括聯網電視、個人電腦、平板電腦、汽車和穿戴式裝置。此外，該地區的企業通常會採用這些解決方案來改善客戶服務。美國最大的保險公司之一大都會人壽採用人工智慧系統主要是為了更好地回應客戶的情感需求和要求。該系統是專門為讓公司員工在對話過程中追蹤和監控客戶情緒而構建的，從而提高客戶服務品質。
  • 收購增加了市場上的業務整合。此外，2023 年 3 月，臨床級語音分析領域的領導者 Speech Analytics 宣布，美國食品藥物管理局(FDA) 已為其 Speech Vitals - ALS 技術授予突破性設備稱號。 Speech Vitals-ALS 是一款收集和分析語音記錄的軟體應用程式，可幫助神經科在診所和家中監測患有肌萎縮側索硬化症 (ALS) 的成人。
  • 此外，CallMiner 等提供人工智慧驅動的語音和客戶互動分析的公司已在高盛的「後期成長股權」輪融資中籌集了約 7,500 萬美元。 CallMiner 將客戶互動（無論是透過語音、電子郵件、聊天或文字進行）轉化為洞察和行動，從而在各種用例中改善和改變您的業務。
  • 此外，CallCabine 等公司正在優先發布 atmos 語音分析平台中的兩個有針對性的語音應用程式，以提供有關 COVID-19 爆發及其對客戶互動影響的關鍵業務情報。此類創新和交易預計將透過各種附加價值和優勢創造增強的客戶體驗，吸引更多消費者，並有望對該國的市場成長產生積極影響。

語音分析產業概況

語音分析市場得到整合，只有少數主要市場參與企業佔據了大部分市場佔有率。我們可以看到，老字型大小企業正試圖在語音分析市場上佔上風。這些公司利用各種策略合作措施來增加市場佔有率和盈利。

  • 2023 年 2 月 - Nvidia 和 Airtel 宣布推出用於客服中心業務的語音分析解決方案。 Bharti Airtel 宣布推出一款由人工智慧驅動的解決方案，以改善客服中心所有入境呼叫的客戶體驗。這個語音分析系統是與 Nvidia 合作建構的，旨在更好地幫助客服中心員工和客戶，同時降低運算成本。 Airtel 使用 Nvidia 的對話式 AI套件包 NvidiaNeMo 和多框架推理服務軟體 Triton Inference Server 創建了這個專門的語音應用程式。
  • 2022 年 6 月 - 臨床級語音分析領域的領導者 Speech Analytics 宣布與 Koneksa 合作開發數位生物標記，利用 Masu 的 Speech Vitals 技術進一步增強其平台和研究能力。語音分析和 Koneksa 的研究級同類最佳技術經過最佳化，可透過開發和商業性製藥管道進行大規模臨床測試。這種整合旨在輕鬆地將音訊指標納入 Koneksa 的研究和數位生物標記開發舉措中。

其他好處

  • Excel 格式的市場預測 (ME) 表
  • 3 個月分析師支持

目錄

第1章簡介

  • 研究假設和市場定義
  • 調查範圍

第2章調查方法

第3章執行摘要

第4章市場洞察

  • 市場概況
  • 產業吸引力－波特五力分析
    • 供應商的議價能力
    • 消費者議價能力
    • 新進入者的威脅
    • 競爭公司之間的敵對關係
    • 替代品的威脅
  • 技術簡介

第5章市場動態

  • 市場促進因素
    • 利用分析來提高客戶維繫和客戶滿意度
    • 電商平台增加
  • 市場限制因素
    • 實施成本高

第6章 市場細分

  • 部署
    • 本地
    • 一經請求
  • 組織規模
    • 小型企業
    • 主要企業
  • 最終用戶
    • BFSI
    • 通訊
    • 醫療保健
    • 零售
    • 政府機構
    • 旅遊/酒店業
    • 其他
  • 地區
    • 北美洲
      • 美國
      • 加拿大
    • 歐洲
      • 英國
      • 德國
      • 法國
      • 歐洲其他地區
    • 亞太地區
      • 中國
      • 印度
      • 日本
      • 其他亞太地區
    • 拉丁美洲
    • 中東/非洲

第7章 競爭格局

  • 公司簡介
    • 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8章投資分析

第9章市場的未來

簡介目錄
Product Code: 51190

The Speech Analytics Market size is estimated at USD 3.62 billion in 2025, and is expected to reach USD 7.47 billion by 2030, at a CAGR of 15.61% during the forecast period (2025-2030).

Speech Analytics - Market - IMG1

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