세계 음성 분석 시장 : 제공 구분별, 비즈니스 기능별, 채널별, 산업별, 지역별 예측(-2029년)
Speech Analytics Market by Offering (Software by Functionality & Deployment Mode & Services), Business Function (Sales & Marketing, HR), Channel (VOIP & Messaging Platforms, Webinars & Virtual Meetings), Vertical and Region - Global Forecast to 2029
상품코드:1451936
리서치사:MarketsandMarkets
발행일:2024년 02월
페이지 정보:영문 325 Pages
라이선스 & 가격 (부가세 별도)
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한글목차
음성 분석 시장 규모는 예측 기간 동안 복합 연간 성장률(CAGR) 17.5%를 나타낼 전망이며 2024년 33억 달러에서 2029년에는 73억 달러 규모로 성장할 것으로 예측됩니다.
이 시장의 성장을 가속하는 요인으로는 에이전트 성능 모니터링 및 개선에 대한 주력 확대, 애널리틱스를 활용한 고객 유지 및 고객 만족도 향상의 중요성 확대, 옴니채널 통합 기능 향상에 대한 수요 증가 등이 있습니다.
조사 범위
조사 대상년도
2019-2029년
기준년
2023년
예측 기간
2024-2029년
단위
달러
부문
제공 구분,비즈니스 기능,채널,산업,지역
대상 지역
북미, 유럽, 아시아태평양, 중동 & 아프리카, 라틴아메리카
도입 형태별로, 온프레미스는 예측 기간 동안 더 큰 규모를 나타냅니다:
온프레미스 배포 모드는 보안이 강화된 프라이빗 클라우드이기 때문에 2024년에 큰 점유율을 보여줍니다. 한편 클라우드 배포 모드는 조직의 자본 비용과 유지 보수 비용을 줄일 수 있기 때문에 향후 몇 년동안 보급이 진행될 것으로 예상됩니다. 클라우드 솔루션은 운영 비용 절감, 높은 유연성, 확장성 등 다양한 이점을 제공합니다.
비즈니스 기능별로 인사 부문이 예측 기간 동안 가장 높은 복합 연간 성장률(CAGR)을 나타낼 전망 :
음성 분석는 직원과의 상호 작용, 채용 프로세스 및 전반적인 노동력 관리에 대한 귀중한 인사이트을 제공함으로써 인력 사업에서 중요한 역할을 수행합니다. 음성 분석는 취업 인터뷰 및 후보자와의 상호 작용을 분석하는 데 사용할 수 있으며 인사 담당자가 커뮤니케이션 기술, 성격 특성 및 특정 직무에 대한 적성을 평가하는 데 도움이 됩니다. 원하는 자질과 속성을 나타내는 키워드와 구문을 파악함으로써 음성 분석은 보다 효율적인 후보자를 선별하고 선정하는 과정을 가능하게 합니다. 또한 음성 분석은 인사 팀이 회사 정책, 업계 규정 및 정책, 윤리 기준 준수를 모니터링하는 데 도움이 됩니다. 컴플라이언스와 관련된 키워드 및 구문에 대한 직원과의 상호작용을 분석하면 잠재적인 컴플라이언스 문제를 파악하고, 위험을 줄이고, 법률 및 규제 요건을 안전하게 보호할 수 있습니다.
지역별로는 아시아태평양이 예측 기간 동안 가장 높은 복합 연간 성장률(CAGR)을 나타낼 전망입니다.
아시아태평양은 시장 경쟁력과 수익 성장을 높이기 위해 고객 서비스 강화에 계속 주력하고 있습니다. 이 지역의 모든 업종에서 M&A, 조인트 벤처, 자금 조달 등의 사업 거래가 대폭 증가하고 있는 것이 시장 성장의 원동력이 되고 있습니다. 국내 기업의 급증과 인프라 정비도 지역 시장의 성장을 가속할 것으로 예상되는 중요한 요인 중 하나입니다. 아시아태평양에서는 중소기업과 대기업들이 정부의 규칙과 컴플라이언스를 의식하게 되어 Al과 애널리틱스 기반 솔루션을 적극적으로 채택하기 시작했습니다. BFSI, 여행,접객, 소매업 등 다양한 업종이 커뮤니케이션 감시 기술을 채용하고 있어, 이 지역의 음성 분석 시장의 고성장이 기대되고 있습니다.
본 보고서에서는 세계 음성 분석 시장을 조사했으며, 시장 개요, 시장 영향요인 및 시장 기회 분석, 기술,특허 동향, 법규제 환경, 사례 연구, 시장 규모 추이와 예측, 각종 구분,지역별 상세 분석, 경쟁 구도, 주요 기업 프로파일 등을 정리했습니다.
목차
제1장 서론
제2장 조사 방법
제3장 주요 요약
제4장 중요 인사이트
제5장 시장 개요,산업 동향
시장 역학
성장 촉진요인
억제요인
기회
과제
음성 분석 시장의 진화
음성 분석 시장의 아키텍처
밸류체인 분석
생태계 분석/시장지도
사례 연구 분석
기술 분석
규제 상황
특허 분석
가격 분석
주요 회의 및 이벤트
Porter's Five Forces 분석
음성 분석 기술 로드맵
음성 분석의 비즈니스 모델
고객의 비즈니스에 영향을 미치는 동향/혁신
주요 이해관계자와 구매 기준
제6장 음성 분석 시장 : 서비스별
소프트웨어
서비스
전문 서비스
매니지드 서비스
제7장 음성 분석 시장 : 비즈니스 기능별
판매&마케팅
재무 회계
운영,공급 체인
인사
제8장 음성 분석 시장 : 채널별
VOIP & 메시징 플랫폼
음성 메일, IVR 시스템
소셜 미디어
판매&텔레마케팅 콜
웹 세미나 & 가상 회의
방송 미디어,컨텐츠 제작
기타
제9장 음성 분석 시장 : 산업별
BFSI
통신
소매 및 전자상거래
자동차 및 운송
IT/ITES
헬스케어 및 생명과학
미디어 및 엔터테인먼트
여행 및 호스피탈리티
기타
제10장 음성 분석 시장 : 지역별
북미
유럽
아시아태평양
중동 및 아프리카
라틴아메리카
제11장 경쟁 구도
개요
주요 기업의 전략/유력 기업
수익 분석
시장 점유율 분석
브랜드/제품 비교 분석
기업 평가 매트릭스, 주요 기업
기업평가 매트릭스: 신흥기업/중소기업
경쟁 시나리오와 동향
주요 벤더의 평가와 재무 지표
제12장 기업 프로파일
주요 기업
NICE
VERINT
AVAYA
OPENTEXT
GOOGLE
VONAGE
GENESYS
CALABRIO
CALLMINER
ALMAWAVE
FIVE9
AWS
기타 기업
QUALTRICS
TALKDESK
ALVARIA
CASTEL COMMUNICATIONS
VOICEBASE
INTELLIGENT VOICE
CALLTRACKINGMETRICS
3CLOGIC
SPRINKLR
UNIPHORE
스타트업/SME
ENTHU.AI
DEEPGRAM
GNANI.AI
OBSERVE.AI
BATVOICE
CONVIN
SALESKEN
TETHR
GONG
CLARI
제13장 인접 시장 및 관련 시장
제14장 부록
BJH
영문 목차
영문목차
The speech analytics market is projected to grow from USD 3.3 billion in 2024 to USD 7.3 billion by 2029, at a compound annual growth rate (CAGR) of 17.5% during the forecast period. The speech analytics market is expected to grow significantly during the forecast period, owing to numerous business drivers. Some factors driving the growth of the speech analytics market are the increasing emphasis on monitoring and improving agent performance, the growing importance of utilizing analytics for customer retention and enhanced customer satisfaction, and the rising demand for improving omnichannel integration capabilities.
Scope of the Report
Years Considered for the Study
2019-2029
Base Year
2023
Forecast Period
2024-2029
Units Considered
USD (Billion)
Segments
By Offering, Business Function, Channel, Vertical, and Region.
Regions covered
North America, Europe, Asia Pacific, the Middle East and Africa, and Latin America
Speech analytics allows organizations to identify actionable data and gain insights from voice calls. The speech analytics solutions can carry out a broad range of customer interactions by combining recorded and omnichannel data to understand customer needs better. Speech analytics benefits organizations by evaluating calls end-to-end and guides agents in mitigating risk by leveraging analytical tools to improve customer engagement processes.
"By deployment mode, on-premises to register for larger market size during the forecast period."
The speech analytics market, by deployment mode, includes on-premises and cloud. Speech analytics solutions can be deployed through either mode based on security, availability, and scalability. On-premises deployment mode to hold a larger market share in 2024 owing to the need to install software on a variety of in-house servers and a private cloud with enhanced security. The cloud deployment mode segment is expected to gain traction in coming years as it eliminates an organization's capital and maintenance costs. Cloud solutions offer several advantages, including lower operational cost, high flexibility, and scalability over their complement.
"By business function, HR to register highest CAGR during the forecast period."
Speech analytics plays a crucial role in the HR business by providing valuable insights into employee interactions, recruitment processes, and overall workforce management. Speech analytics can be used to analyze job interviews and candidate interactions, helping HR professionals assess communication skills, personality traits, and suitability for specific roles. By identifying keywords and phrases indicative of desired qualifications or attributes, speech analytics enables more efficient candidate screening and selection processes. Moreover, speech analytics can assist HR teams in monitoring compliance with company policies, industry regulations, and ethical standards. By analyzing employee interactions for compliance-related keywords or phrases, speech analytics can help identify potential compliance issues, mitigate risks, and ensure adherence to legal and regulatory requirements.
"By region, Asia Pacific to witness the highest CAGR during the forecast period."
Asia Pacific region continues to focus on enhancing customer services to boost market competitiveness and revenue growth. The tremendous increase in business deals and transactions, including mergers and acquisitions, joint ventures, and fundraising, across all industry verticals in the Asia Pacific region would drive the market growth. The rapid expansion of domestic enterprises and the development of infrastructure are some of the important factors expected to drive the growth of the speech analytics market in Asia Pacific. In Asia Pacific, SMEs and large corporations are starting to proactively employ Al and analytics-based solutions as they have become more aware of governmental rules and compliances. Adopting communication monitoring technologies by different verticals, such as BFSI, travel and hospitality, and retail, is expected to contribute to the high growth of the speech analytics market in the region.
Breakdown of primaries
In-depth interviews were conducted with Chief Executive Officers (CEOs), innovation and technology directors, system integrators, and executives from various key organizations operating in the speech analytics market.
By Company: Tier I: 38%, Tier II: 50%, and Tier III: 12%
By Designation: C-Level Executives: 35%, D-Level Executives: 40%, and Others: 25%
By Region: North America: 40%, Europe: 30%, Asia Pacific: 20%, Latin America-5%, and
Middle East and Africa- 5%,
The report includes the study of key players offering speech analytics software and services. It profiles major vendors in the speech analytics market. The major players in the speech analytics market include NICE (US), Verint (US), Avaya (US), OpenText (Canada), Google (US), Vonage (US), Genesys (US), Calabrio (US), CallMiner (US), Almawave (Italy), Five9 (US), AWS (US), Qualtrics (US), Talkdesk (US), Alvaria (US), Castel Communications (US), VoiceBase (US), Intelligent Voice (UK), CallTrackingMetrics (US), 3CLogic (US), Sprinklr (US), Uniphore ( US), Enthu.ai (India), Deepgram (US), Gnani.ai (India), Observe.ai (US), Batvoice (France), Kwantics (India), Convin (India), Salesken (US), Tethr (US), Gong (US), and Clari (US).
Research Coverage
The research study for the speech analytics market involved extensive secondary sources, directories, journals, and paid databases. Primary sources were mainly industry experts from the core and related industries, preferred speech analytics providers, third-party service providers, consulting service providers, end users, and other commercial enterprises. In-depth interviews were conducted with various primary respondents, including key industry participants and subject matter experts, to obtain and verify critical qualitative and quantitative information, and assess the market's prospects. The new research study features 30 players. Updated financial information/product portfolio of players: The new edition of the report provides updated financial information in the context of the speech analytics market till 2022-2023 for each listed company in graphical representation. The new research study includes the updated market developments of profiled players, including those from 2022 to 2023. The new study includes quantitative data for historical years (2019-2023), base year (2023), and forecast years (2024-2029). The new study also includes quantitative data from adjacent markets.
Key Benefits of Buying the Report
The report would provide the market leaders/new entrants in this market with information on the closest approximations of the revenue numbers for the overall speech analytics market and its subsegments. It would help stakeholders understand the competitive landscape and gain more insights better to position their business and plan suitable go-to-market strategies. It also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.
The report provides insights on the following pointers:
Analysis of key drivers (increasing need to improve omnichannel integration capabilities, growing need to enhance and monitor agent performance, adherence to regulatory and compliance standards, and rising need to leverage analytics for customer retention and better customer satisfaction), restraints (deriving insights from transcribed voice data, need to integrate with the prevailing system, and inability to quantify RoI), opportunities (Integration with generative AI to offer real-time insights and predictive analytics, Need to predict customer intent and behavior, Use of AI ML technologies to facilitate real-time actionable customer insights, and Growing need for cloud-based speech analytics solutions to bolster customer retention), and challenges (broadening the extent of transcribed data capture, complex data ecosystem led to data breaches and security issues, integration of speech analytics solutions with other analytics solutions).
Product Development/Innovation: Detailed insights on upcoming technologies, research & development activities, and new product & service launches in the speech analytics market
Market Development: Comprehensive information about lucrative markets - the report analyses the speech analytics market across varied regions
Market Diversification: Exhaustive information about new products and services, untapped geographies, recent developments, and investments in the speech analytics market
Competitive Assessment: In-depth assessment of market shares, growth strategies and service offerings of leading players including NICE (US), Verint (US), Avaya (US), OpenText (Canada), Google (US), Vonage (US), Genesys (US), Calabrio (US), CallMiner (US), Almawave (Italy), Five9 (US), AWS (US) among others in the speech analytics market strategies. The report also helps stakeholders understand the pulse of the speech analytics market and provides them with information on key market drivers, restraints, challenges, and opportunities.
TABLE OF CONTENTS
1 INTRODUCTION
1.1 STUDY OBJECTIVES
1.2 MARKET DEFINITION
1.2.1 INCLUSIONS AND EXCLUSIONS
1.3 MARKET SCOPE
1.3.1 MARKET SEGMENTATION
FIGURE 1 SPEECH ANALYTICS MARKET SEGMENTATION
1.3.2 REGIONS COVERED
FIGURE 2 SPEECH ANALYTICS MARKET SEGMENTATION, BY REGION
1.3.3 YEARS CONSIDERED
1.4 CURRENCY CONSIDERED
1.5 STAKEHOLDERS
1.6 SUMMARY OF CHANGES
1.6.1 IMPACT OF RECESSION
2 RESEARCH METHODOLOGY
2.1 RESEARCH DATA
FIGURE 3 SPEECH ANALYTICS MARKET: RESEARCH DESIGN
2.1.1 SECONDARY DATA
2.1.2 PRIMARY DATA
TABLE 1 PRIMARY INTERVIEWS
2.1.2.1 Breakup of primary profiles
FIGURE 4 BREAKUP OF PRIMARY PROFILES, BY COMPANY TYPE, DESIGNATION, AND REGION
2.1.2.2 Key industry insights
FIGURE 5 KEY INSIGHTS FROM EXPERTS
2.2 MARKET SIZE ESTIMATION
FIGURE 6 SPEECH ANALYTICS MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
2.2.1 TOP-DOWN APPROACH
2.2.2 BOTTOM-UP APPROACH
FIGURE 7 APPROACH 1: (BOTTOM-UP, SUPPLY-SIDE): REVENUE FROM PROVIDERS OF SPEECH ANALYTICS SOLUTIONS AND SERVICES
FIGURE 8 APPROACH 2 (BOTTOM-UP, SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF SPEECH ANALYTICS
FIGURE 9 APPROACH 3 (BOTTOM-UP, SUPPLY-SIDE): REVENUE ESTIMATION FROM SPEECH ANALYTICS VENDORS AND CORRESPONDING SOURCES OF INFORMATION
FIGURE 10 APPROACH 4 (BOTTOM-UP, DEMAND-SIDE): SHARE OF SPEECH ANALYTICS THROUGH OVERALL SPEECH ANALYTICS SPENDING
2.3 DATA TRIANGULATION
FIGURE 11 DATA TRIANGULATION
2.4 MARKET FORECAST
TABLE 2 FACTOR ANALYSIS
2.5 RESEARCH ASSUMPTIONS
2.6 STUDY LIMITATIONS
2.7 IMPACT OF RECESSION ON SPEECH ANALYTICS MARKET
TABLE 3 IMPACT OF RECESSION ON GLOBAL SPEECH ANALYTICS MARKET
*Details on Business overview, Products/Solutions/Services offered, Recent developments, MnM view, Key strengths, Strategic choices made, and Weaknesses and Competitive threats might not be captured in case of unlisted companies.
13 ADJACENT AND RELATED MARKETS
13.1 INTRODUCTION
13.2 CONVERSATIONAL AI MARKET - GLOBAL FORECAST TO 2028
13.2.1 MARKET DEFINITION
13.2.2 MARKET OVERVIEW
13.2.2.1 Conversational AI market, by offering
TABLE 328 CONVERSATIONAL AI MARKET, BY OFFERING, 2018-2022 (USD MILLION)
TABLE 329 CONVERSATIONAL AI MARKET, BY OFFERING, 2023-2028 (USD MILLION)
13.2.2.2 Conversational AI market, by business function
TABLE 330 CONVERSATIONAL AI MARKET, BY BUSINESS FUNCTION, 2018-2022 (USD MILLION)
TABLE 331 CONVERSATIONAL AI MARKET, BY BUSINESS FUNCTION, 2023-2028 (USD MILLION)
13.2.2.3 Conversational AI market, by channel
TABLE 332 CONVERSATIONAL AI MARKET, BY CHANNEL, 2018-2022 (USD MILLION)
TABLE 333 CONVERSATIONAL AI MARKET, BY CHANNEL, 2023-2028 (USD MILLION)
13.2.2.4 Conversational AI market, by conversational interface
TABLE 334 CONVERSATIONAL AI MARKET, BY CONVERSATIONAL INTERFACE, 2018-2022 (USD MILLION)
TABLE 335 CONVERSATIONAL AI MARKET, BY CONVERSATIONAL INTERFACE, 2023-2028 (USD MILLION)
13.2.2.5 Conversational AI market, by technology
TABLE 336 CONVERSATIONAL AI MARKET, BY TECHNOLOGY, 2018-2022 (USD MILLION)
TABLE 337 CONVERSATIONAL AI MARKET, TECHNOLOGY, 2023-2028 (USD MILLION)
13.2.2.6 Conversational AI market, by vertical
TABLE 338 CONVERSATIONAL AI MARKET, BY VERTICAL, 2018-2022 (USD MILLION)
TABLE 339 CONVERSATIONAL AI MARKET, BY VERTICAL, 2023-2028 (USD MILLION)
13.2.2.7 Conversational AI market, by region
TABLE 340 CONVERSATIONAL AI MARKET, BY REGION, 2018-2022 (USD MILLION)
TABLE 341 CONVERSATIONAL AI MARKET, BY REGION, 2023-2028 (USD MILLION)
13.3 CHATBOT MARKET - GLOBAL FORECAST TO 2027
13.3.1 MARKET DEFINITION
13.3.2 MARKET OVERVIEW
13.3.2.1 Chatbot market, by offering
TABLE 342 CHATBOT MARKET, BY OFFERING, 2017-2022 (USD MILLION)
TABLE 343 CHATBOT MARKET, BY OFFERING, 2023-2028 (USD MILLION)
13.3.2.2 Chatbot market, by type
TABLE 344 CHATBOT MARKET, BY TYPE, 2017-2022 (USD MILLION)
TABLE 345 CHATBOT MARKET, BY TYPE, 2023-2028 (USD MILLION)
13.3.2.3 Chatbot market, by channel integration
TABLE 346 CHATBOT MARKET, BY CHANNEL INTEGRATION, 2017-2022 (USD MILLION)
TABLE 347 CHATBOT MARKET, BY CHANNEL INTEGRATION, 2023-2028 (USD MILLION)
13.3.2.4 Chatbot market, by bot communication
TABLE 348 CHATBOT MARKET, BY BOT COMMUNICATION, 2017-2022 (USD MILLION)
TABLE 349 CHATBOT MARKET, BY BOT COMMUNICATION, 2023-2028 (USD MILLION)
13.3.2.5 Chatbot market, by business function
TABLE 350 CHATBOT MARKET, BY BUSINESS FUNCTION, 2017-2022 (USD MILLION)
TABLE 351 CHATBOT MARKET, BY BUSINESS FUNCTION, 2023-2028 (USD MILLION)
13.3.2.6 Chatbot market, by vertical
TABLE 352 CHATBOT MARKET, BY VERTICAL, 2017-2022 (USD MILLION)
TABLE 353 CHATBOT MARKET, BY VERTICAL, 2023-2028 (USD MILLION)
13.3.2.7 Chatbot market, by region
TABLE 354 CHATBOT MARKET, BY REGION, 2017-2022 (USD MILLION)
TABLE 355 CHATBOT MARKET, BY REGION, 2023-2028 (USD MILLION)
