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1645130

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

Europe 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 110 Pages | 商品交期: 2-3個工作天內

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簡介目錄

預計 2025 年歐洲語音分析市場規模為 8.8 億美元，到 2030 年將達到 15.9 億美元，預測期內（2025-2030 年）的複合年成長率為 12.56%。

預計在整個預測期內，有多種業務促進因素將推動語音分析市場穩步發展。推動語音分析解決方案市場需求的因素包括改善客戶互動和整體體驗的需求、改善客服中心性能的日益成長的需求以及使用分析來創造客戶忠誠度的日益成長的需求。

主要亮點

對風險管理解決方案和雲端分析的需求不斷成長也將推動未來幾年的成長。這些解決方案具有很大的變革潛力，因為它們有助於最佳化效能並改善客戶體驗。透過使用基於人工智慧和機器學習的技術實現即時、可操作的客戶洞察是語音分析市場的成長機會之一。人工智慧和機器學習等新技術透過自動化程式提供即時資訊。人工智慧語音分析解決方案可以自動捕捉整個代理與客戶的互動，提供隱藏的見解和可能性，從而實現最佳化結果。
該地區的零售和電子商務企業正在改善客戶服務管理以吸引更多客戶。此外，公司需要改變經營模式以獲得更大的內部和外部可見度和控制力。他們還需要專注於培養一支包括物流物流、現場服務提供者和店內工作人員在內的綜合勞動力。由於新興國家消費者的購買力不斷增強，零售業預計將成為成長最快的產業之一。這增加了客戶接觸點並促進了消費者資訊。
此外，語音分析可以進行高級評估和大規模發現，以確定可操作的見解。在記錄和評估客戶聯繫之後，即時語音分析為代理商提供下一個最佳可操作的諮詢訊息，從而提高業務效率。由於這些優勢，語音分析市場預計將在預測期內大幅擴張。然而，語音分析用戶擔心資料隱私問題。音訊資料和文字手稿包含個人的聲音、個人資訊和易受到網路攻擊的機密資料。
另一方面，可能阻礙市場的因素如下：語音分析的最大挑戰之一是準確性：確保軟體準確捕捉和分析口語。由於口音、方言和說話方式的差異，這可能很困難。此外，輸入語音分析的資料的品質至關重要。錄音品質差的通話、低品質的音訊和吵雜的環境都會影響語音分析的準確性。
此外，語音分析在 COVID-19 疫情期間已被多次使用。一個潛在的應用是檢測大流行期間在一線工作的醫護人員的壓力水平。調查團隊使用語音分析和機器學習技術來分析醫護人員打電話的錄音，以識別顯示壓力和其他情緒狀態的模式。此外，一些研究人員正在將語音分析作為 COVID-19篩檢的工具，探索透過分析語音訊號來檢測疾病症狀的可能性。總體而言，在 COVID-19 大流行背景下使用語音分析是一個活躍的研究和開發領域，其中許多潛在的應用正在被探索。

歐洲語音分析市場的趨勢

BFSI 產業是市場驅動力之一

銀行擴大採用語音分析來改善客戶服務、管理風險和識別合規性問題。語音分析使用自然語言處理和機器學習演算法來分析記錄的客戶對話，以識別趨勢、情緒以及關鍵關鍵字和主題。分析這些資料可以為銀行提供有關客戶需求和偏好的寶貴見解，幫助他們在潛在問題變成重大問題之前發現它們。語音分析對銀行的好處包括提高客戶滿意度、降低合規風險、最佳化業務和推動收益成長。
金融業是監管最嚴格的行業之一。我們可以在債務催收等行業觀察到這種現象。不幸的是，許多這樣的組織未能確保其代理人仔細遵循腳本、確保遵守這些要求，並確保所有討論都尊重其客戶的合法權利。結果，每年都有數千起《公平債務催收法》訴訟被提起，違反《公平信用報告法》的情況也日益增加。即使忽略一次違規的互動也可能導致災難。幸運的是，語音分析工具可以幫助您避免潛在的法律噩夢。
此外，語音分析可以審查每一次對話，以確保每個代理人都遵守核准的腳本，並確定需要額外培訓的代理。此外，腳本分析有助於確保每次對話都涉及客戶的合法權利。它還能識別出在壓力下表現更好的代理，以便為他們分配更困難的案例，同時為其他代理提供更好的培訓材料。語音分析可協助債務催收機構提供優質的客戶服務、取得未付款項並遵守所有行業標準。
根據英格蘭銀行的規定，多銀行金融機構（MFI）是英國境內任何被授權接受存款的銀行或建築協會。截至 2022 年 5 月 31 日，英國共有 357 家小額信貸機構營運，其中 130 家的總部（母公司）位於英國。如此龐大的金融機構數量為語音分析參與者創造了機會，可以開發滿足廣泛 BFSI 需求的新解決方案。
語音分析是一種工具，您可以使用它來評估您的銷售電話並確定可以改進銷售技巧的領域。這包括分析負責人面臨的常見反對意見和障礙，以及提升銷售和交叉銷售產品和服務的機會。總體而言，語音分析為金融科技公司提供了寶貴的訊息，使他們能夠改善客戶服務、發現詐欺、遵守法律要求、了解金融業並增加銷售。該技術可以適應您組織的需求並與您現有的系統整合。

英國可望實現強勁成長

德國正在將語音分析技術應用於多個領域，包括評估尋求庇護者的來源、透過自動語音檢測憂鬱症的細微徵兆、健康語音分析以及開發德語語音語音辨識解決方案。 Ozonetel、OrecX、Observe.AI 和 i2x 等公司和新興企業正在開發用於各種用途的語音分析軟體。此外，奧格斯堡大學醫療保健和健康嵌入式智慧 ZD.B 主席正在研究健康領域的尖端語音分析。
語音分析可以成為醫療保健產業衡量員工壓力的有力工具，尤其是透過電話進行衡量。德國使用的語音分析軟體的一個例子是 Observe.AI。 Observe.AI 使用對話智慧來分析跨管道的客戶互動。其他可用於醫療保健行業的語音分析軟體是 Nuance，它為醫療保健和客戶服務應用程式提供對話式 AI。此外，醫療保健行業的語音分析可能受監管合規要求的約束。
為了更好地服務客戶服務，市場各方力量正在共同努力。例如，2023年2月，Stage Zero宣布與德國Autolabs建立新的合作。柏林的 German Autolabs 為專業司機、宅配業者和送貨團隊開發 ADAS（高級駕駛輔助系統）。 StageZero 將採用其專有技術並為德國 Autolabs 提供該計劃的語音辨識訓練資料。這些資訊用於機器學習，以輔助公司的人工智慧系統。該公司與 StageZero 的合作非常有價值，為其提供了高品質的語音語料庫，用於訓練其獨特的語言和語義模型。
此外，Zoom Video Communications 最近宣布收購德國機器翻譯公司卡爾斯魯厄資訊科技解決方案（KITES）。 Zoom 宣布，由 12 位 KITES 研究人員組成的團隊將支援 Zoom 的工程團隊為 Zoom 使用者開發翻譯功能。 KITES 是 Zoom 自今年稍早以 17.5 億美元出售股票以來的首批購買項目之一。 KITES平台最初旨在促進跨國學術團隊之間的討論，後來演變成一個通用的人工智慧主導的翻譯框架。
中小型企業 (SME) 正在使用語音分析來深入了解客戶互動和競爭優勢。透過分析客戶與代理商或負責人之間的錄音對話，小型企業可以收集有關客戶偏好、痛點和行為模式的寶貴資訊。例如，根據歐盟委員會的預測，2022年德國中小企業數量將達到約260萬家。這些企業大多都是員工人數不超過 9 人的微企業。其中，僱用 10 至 49 名員工的小型企業約有 363,462 家，僱用 50 至 249 名員工的中型企業約有 55,518 家。如此龐大的中小企業數量可能會為所研究的市場創造成長機會。

歐洲語音分析產業概況

由於全球參與者的強大影響力，該地區的語音分析市場已半固體。少數參與者佔據該市場佔有率的大部分佔有率。此外，為了在市場中生存，需要不斷更新和複雜的技術，這對新進入者來說是一個進入障礙。

2024 年 1 月—Calabrio 宣布收購人工智慧和虛擬代理效能解決方案領導者 Wysdom。此次收購加速了 Calabrio 的策略，即利用人工智慧和機器學習來幫助客戶最大限度地提高代理商的參與度、投資回報率和投資回報率。

其他福利

Excel 格式的市場預測 (ME) 表
3 個月的分析師支持

市場概況
產業價值鏈分析
產業吸引力－波特五力分析
- 供應商的議價能力
- 買家的議價能力
- 新進入者的威脅
- 替代品的威脅
- 競爭對手之間的競爭
COVID 對市場的影響（由於客服中心虛擬加速而導致的市場成長 | 對成長軌跡的近期至中期影響）
市場促進因素
- 提高客服中心容量
- 使用不同語言的移民人口不斷成長
市場挑戰
- 由於供應商的行銷有限，認知度有限
市場機會
- 本地零售商採用先進技術，成為潛在買家

第5章市場區隔

按部署
- 本地
- 一經請求
按組織規模
- 中小企業
- 大型企業
按最終用戶
- BFSI
- 衛生保健
- 零售
- 政府
- 其他最終用戶（通訊、旅遊和酒店業）
按國家
- 英國
- 德國
- 義大利
- 法國
- 其他歐洲國家

第6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.
- OpenText Corporation

第7章投資分析

第 8 章：市場的未來

簡介目錄

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).

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

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