北美語音分析：市場佔有率分析、產業趨勢與統計、成長預測（2025-2030 年）

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

出版日期: 2025年01月05日 | 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

預計預測期內北美語音分析市場複合年成長率將達到 13.2%。

主要亮點

該地區的公司正在透過內部記錄資料、社交媒體和外部企業聯合組織資料來採用語音分析，以創建尖端解決方案，從而更好地了解客戶需求並減少客戶流失。
自然語言處理 (NLP) 透過消費者數位助理和聊天機器人廣泛實現，在文字分析、語音感知（語音分析）、情緒分析和變化影響分析等領域具有商業應用。
隨著最近一系列商業應用中數位技術的採用，客戶期望他們的查詢能夠快速回應、無縫的自助服務選項以及全天候可用的企業溝通管道。語音分析應用程式使企業能夠利用語音互動來微調業務流程並滿足客戶期望。
然而，部署基於語音的通訊仍面臨挑戰。從純技術層面來說，語音互動對於電腦系統來說比聊天更難支援。不尋常的說話風格、不同的口音、部署複雜性、營運支援、糟糕的發音等使得企業難以採用語音技術。
新冠肺炎疫情的出現，在短時間內引發了多場技術革命。各行業採用非接觸式服務增加了對語音分析的需求。疫情期間，呼叫量大幅增加，全國各客服中心平均通話時間從3至6分鐘增加到10分鐘以上。隨著對非接觸式服務的需求不斷增加，在 COVID-19 疫情期間，語音分析的採用也隨之增加。

北美語音分析市場趨勢

預計客服中心容量的增加將推動市場成長

該地區的用戶擴大在多個平台上採用語音控制，包括個人電腦、平板電腦、聯網電視、汽車和穿戴式裝置。此外，美國消費科技協會估計，今年美國語音助理設備總數預計將達到 8.7 億台，較 2017 年預計的4.5 億台成長 95%。這就需要增加客服中心的容量，尤其是在美國。
因此，當地企業主要採用這些解決方案來改善客戶服務。例如，美國最大的保險公司大都會人壽採用AI系統主要是為了更好地滿足客戶的情感需求。該系統專門開發用於使公司員工能夠在對話過程中追蹤和監控客戶情緒並提高客戶服務品質。
為了滿足這一需求，該地區的供應商正在將產品創新和夥伴關係關係作為其策略的一部分。例如，2021 年 9 月，豐業銀行與 Google Cloud 合作，以加強該銀行的雲端優先工作並加速其全球語音、文字和資料分析策略。美洲和世界各地的豐業銀行客戶將受益於更個人化和主動的銀行體驗，而 Google Cloud 將成為豐業銀行的重要分析合作夥伴。透過使用 Google Cloud 實現語音和資料分析，豐業銀行將能夠提供更具體和客製化的金融服務。
語音分析是一個優勢，因為它可以識別麻煩的呼叫者。一個例子是客戶變得憤怒或具有攻擊性，要求退款或聯繫客戶支援。為了解決他們的問題並避免造成進一步的干擾，代理商可以藉助語音分析來偵測這些通話。
然而，由於實施系統、硬體、維護和熟練操作員的成本高昂，許多公司可能不願意採用這項技術，並且不願意在其上投入大量資金。此外，其他公司系統可能也需要升級，例如高品質音訊設備，因為品質差的音訊可能會阻止整個系統產生正確的見解。這可能會給企業帶來額外的負擔。

美國

中央情報局等機構正在積極資助能夠幫助其追蹤恐怖分子和外國間諜活動的想法。矽谷新興企業也有很多機會積極創新現有的語音分析解決方案，以開發創新且引人注目的解決方案。
過去十年，美國國防部門已在國防高級研究計劃局（DARPA）等研發計劃上投資了數十億美元，主要是為了向國家情報機構和軍隊提供先進的監視技術。
美國政府機構消費者金融保護局 (CFPB) 和商品期貨交易委員會 (CFTC) 積極調查電話錄音，發現某些負責人過於自信地提出提高借款人信用評分的建議。他們也歪曲了對收款成本的排除，並誤導債務人相信需要電子付款。 CFPB對語音資料進行了調查和檢驗。此外，語音分析也用於主動預測互動帶來的風險。在執法領域，語音分析可用於偵測詐欺。
今年早些時候，業界領先的業務改進對話智慧供應商 CallMiner 宣布與 Genesys Cloud CX 和 Amazon Connect 建立新的整合。這些夥伴關係使公司能夠快速輕鬆地存取其當前和即將推出的聯絡中心即服務 (CCaaS) 部署的強大的即時分析功能。
今年早些時候，CallMiner 和領先的雲端基礎的會話人工智慧 (CAI) 大規模供應商 Boost.ai 宣佈建立新的策略合作關係。 CallMiner 和 Boost.ai 的結合使企業能夠記錄和調查基於文字和語音的客戶對話，從每次客戶互動（包括與虛擬代理的互動）中獲得有價值的見解。此次合作將利用 Boost.ai 的對話式 AI 及其與客戶進行深入對話的能力。

北美語音分析產業概況

北美語音分析市場競爭激烈，主要參與者包括： Verint System Inc.、Nice Ltd.、Avaya Inc.、Micro Focus International PLC 和 Callminer Inc. 此外，該地區在技術採用和創新方面是最先進的，因此預計市場將在預測期。

2022 年 7 月：資料與語音分析公司 Oral Analytics 合作，將 Oral 的 SpeechVitals 技術納入資料的雲端分析網路。該技術將應用於任何重視聲音的研究領域，包括神經退化和神經精神病學。

其他福利：

Excel 格式的市場預測 (ME) 表
3 個月的分析師支持

Key Highlights

Enterprises across the region have incorporated speech analytics through internally recorded data, social media, and external syndicated data to create a cutting-edge solution to understand customer requirements better and reduce churn.
Natural language processing (NLP) is a well-known artificial intelligence feature implemented universally, through consumer digital assistants and chat-bots, along with commercial applications in the field of textual analysis, voice sense (speech analysis), sentimental analysis, and change impact analysis.
In recent times, with the increased adoption of digital technologies across various business applications, customers expect a quick response to queries, seamless self-service options, and 24/7 availability of businesses' communication channels. With speech analytics applications, businesses are using spoken interactions to finetune business processes to meet customer expectations.
However, the market studied is witnessing challenges in deployment for voice-based communications. On a purely technical level, it is more challenging for a computer system to deal with voice interactions than chat. Unusual speech patterns, different accents, deployment complexity, operational support, and poor pronunciation make it hard for businesses to adopt voice technology.
The onset of COVID-19 brought several technological revolutions in a short time. The need for speech analytics has increased with the adoption of contactless services across various industries. During the pandemic, there has been a severe surge in the number of calls, and the average call duration, which averages between 3-6 minutes, increased to 10+ minutes at the call centers in the country. With such an increase in the need for contactless services, the adoption of speech analytics has increased during the COVID-19 pandemic.

North America Speech Analytics Market Trends

Increasing Call Center Capacity Expected to Boost the Market Growth

The region is witnessing increased usage of voice controls by users across multiple platforms like PCs, tablets, connected TVs, automobiles, and wearables. Moreover, the total number of voice assistant devices is expected to reach 870 million in the United States this year, a 95% increase from a total of 450 million estimated in 2017, according to Consumer Technology Association Estimates. This has created a need for increasing call center capacity, especially in the United States.
As a result, regional enterprises are adopting these solutions primarily to increase their customer service. For instance, one of the largest insurance companies in the United States, MetLife, adopted an AI system primarily to improve responses to its customers' emotional needs. The system was specifically developed to help the company's staff track and monitor customers' emotions during conversations, thereby enhancing the quality of customer service interactions.
To cater to this demand, vendors in the region are adopting product innovations and partnerships as a part of their strategy. For instance, in September 2021, Scotiabank partnered with Google Cloud to strengthen the bank's cloud-first commitment and speed up its global speech, text, and data analytics strategy. Customers of Scotiabank in the Americas and worldwide will benefit from a more individualized and proactive banking experience owing to Google Cloud, a valued partner of Scotiabank for analytics. By implementing voice and data analytics utilizing Google Cloud, this relationship enables Scotiabank to provide financial services that are more specifically tailored.
Speech analytics can identify troublesome callers, which is one of its advantages. Customers who are enraged or aggressive, who request refunds, or who contact customer support are examples of this. In order to resolve their issues and stop them from causing more disruption, agents can detect these calls with the aid of speech analytics.
However, the high costs involved, such as the installed system, Hardware, maintenance, and skilled operator, are something that many companies may find overwhelming, and they might be reluctant to spend large amounts of sums on such technology. Moreover, other company systems, such as quality audio devices, may also need to be upgraded, as, with poor-quality audio, the entire system may be unable to produce correct insights. This may add extra burden on companies.

United States Expected to Grow Significantly

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 innovating the existing speech analytics solutions to develop innovative and attractive solutions.
The US defense sector has been investing billions of dollars over the recent decade in research and development projects like the Defense Advanced Research Projects Agency (DARPA), primarily to provide the nation's intelligence agencies and defense forces with advanced surveillance technologies.
The US government agencies Consumer Financial Protection Bureau (CFPB) and the Commodities Futures Trading Commission (CFTC) aggressively examined phone recordings and discovered that certain phone representatives were overconfident about improving debtors' credit scores. It misrepresented the exclusion of collection costs and encouraged debtors to believe electronic payments were required. The CFPB examined and verified the audio data. Additionally, proactive risk prediction from the interactions was made using audio/voice analytics. In the field of enforcement, fraud can be found using audio analytics.
Earlier this year, CallMiner, the industry's leading supplier of conversation intelligence for business improvement, announced new integrations with Genesys Cloud CX and Amazon Connect. These partnerships allow businesses to quickly and easily access robust real-time analytics capabilities within current or upcoming Contact Center as a Service (CCaaS) deployments.
This year, CallMiner, and Boost.ai, a leading cloud-based conversational artificial intelligence (CAI) at scale provider, announced a new strategic relationship. Combined with Boost.ai, CallMiner enables businesses to record and examine text- and voice-based client conversations, allowing them to gain useful insights from all customer contacts, including those with virtual agents. The collaboration will rely on Boost.ai's conversational AI and its capacity for in-depth client dialogues.

North America Speech Analytics Industry Overview

The market for speech analytics in North America is highly competitive owing to the presence of major players such as Verint System Inc., Nice Ltd., Avaya Inc., Micro Focus International PLC, and Callminer Inc. Moreover, the region is amongst the most advanced in terms of technology adoption and innovation, and thus the market is expected to move toward fragmentation during the forecast period.

July 2022: Medidata partnered with voice analytics business Aural Analytics. Through the cooperation, Medidata's cloud analytics network will incorporate Aural's Speech Vitals technology. The technology will be employed in all research fields, including neurodegenerative, neuropsychiatric, and others, where speech may be important.

Additional Benefits:

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

1 INTRODUCTION

1.1 Study Assumptions and Market Definition
1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET INSIGHTS

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 Intensity of Competitive Rivalry
- 4.3.5 Threat of Substitute Products
4.4 Impact of COVID-19 on the Market

5 MARKET DYNAMICS

5.1 Market Drivers
- 5.1.1 Increasing Call Center Capacity, Especially in the United States
- 5.1.2 Increase in the Number of Migrant Population Speaking Different Languages
5.2 Market Challenges
- 5.2.1 Lack of Awareness Due to Limited Marketing by the Vendors
5.3 Market Opportunities
- 5.3.1 Advanced Technologies Adopted by Retailers in North America Pose them as Potential Buyers

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 Healthcare
- 6.3.3 Retail
- 6.3.4 Government
- 6.3.5 Other End Users (Telecommunication and Travel and Hospitality)
6.4 Country
- 6.4.1 United States
- 6.4.2 Canada

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.
- 7.1.10 OpenText Corporation