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한글목차
음성 분석 시장 규모는 향후 수년간 비약적인 성장이 예상되며 2029년에는 CAGR 26.4%로 97억 2,000만 달러로 성장할 전망입니다. 예측 기간 동안 성장은 멀티채널 고객 참여에서 음성 분석 확대, 비즈니스 인사이트를 위한 예측 분석에서 음성 분석 채택, 직원 교육 및 성능 평가에서 음성 분석 사용 확대, 즉각적인 행동을 위한 실시간 음성 분석의 중요성, 음성 분석에서 감정 분석 사용 등에 기인합니다. 예측 기간의 주요 동향으로는 음성 분석과 인공지능(AI) 및 머신러닝(ML)의 통합, 가상 어시스턴트 및 채팅봇과 음성 분석의 통합, 클라우드 기반 음성 분석 솔루션 채용, 소셜 미디어 모니터링을 위한 음성 분석 중시, 업계 특화형 음성 분석 애플리케이션의 개발 등이 있습니다.
인공지능(AI)의 채용 증가로 향후 수년간 음성 분석 시장의 성장을 가속할 것으로 예상됩니다. AI의 채용이 증가하고 있는 이유는 효율성을 높이고 의사결정을 개선하며 다양한 분야의 복잡한 작업을 자동화할 수 있기 때문입니다. 음성 분석은 AI의 고급 자연 언어 처리와 머신러닝 알고리즘을 사용하여 보다 정확한 작성, 실시간 분석, 고객의 감정, 의도 및 행동에 대한 깊은 인사이트를 제공합니다. 예를 들어, 2022년 5월 미국 기술 기업인 International Business Machines Corporation(IBM)은 2022년 전 세계 35%의 기업이 AI를 사용하였으며 2021년에서 4% 증가했다고 보고했습니다. 또한 AI를 채택한 조직은 2022년에 2021년 대비 13% 증가했습니다. 이와 같은 AI 채용 확대가 음성 분석 시장 확대를 뒷받침하고 있습니다.
전자상거래 수요 급증은 음성 분석 시장 성장의 중요한 촉진요인이 될 것으로 예측됩니다. 전자상거래는 온라인상에서의 상품과 서비스 매매를 포함하기 때문에 음성 분석은 전자상거래 플랫폼에서 고객과의 상호작용과 행동 이상 분석을 통해 의심스러운 행동과 잠재적인 부정행위를 파악하는데 중요한 역할을 합니다. 2023년 8월 현재 미국 인구조사국은 2023년 2분기 E-Commerce 추계가 2022년 동기와 비교하여 7.4% 증가했으며 전체 소매의 15.4%를 차지했다고 보고했습니다. 이러한 전자상거래의 왕성한 수요는 음성 분석 시장의 확대에 크게 기여하고 있습니다.
목차
제1장 주요 요약
제2장 시장 특징
제3장 시장 동향과 전략
제4장 시장 : 금리, 인플레이션, 지정학, 팬데믹과 회복이 시장에 미치는 영향을 포함한 거시경제 시나리오
제5장 세계의 성장 분석과 전략 분석 프레임워크
세계의 음성 분석 시장의 PESTEL 분석(정치, 사회, 기술, 환경, 법적요인, 촉진요인, 억제요인)
최종 이용 산업 분석
세계 음성 분석 시장 : 성장률 분석
세계 음성 분석 시장 실적 : 규모와 성장(2019-2024년)
세계의 음성 분석 시장 예측 : 규모와 성장(2024-2029년, 2034년)
세계 음성 분석 전체 시장(TAM)
제6장 시장 세분화
세계의 음성 분석 시장 : 컴포넌트별, 분석과 예측(2019-2024년, 2024-2029년, 2034년)
솔루션
서비스
세계의 음성 분석 시장 : 전개 모드별, 분석과 예측(2019-2024년, 2024-2029년, 2034년)
클라우드
온프레미스
세계 음성 분석 시장 : 조직 규모별, 분석과 예측(2019-2024년, 2024-2029년, 2034년)
대기업
중소기업
세계의 음성 분석 시장 : 용도별, 분석과 예측(2019-2024년, 2024-2029년, 2034년)
고객 체험 관리
통화 감시 및 요약
에이전트 성능 모니터링
판매 및 마케팅 관리
리스크와 컴플라이언스 관리
감정 분석
세계의 음성 분석 시장 : 업종별, 분석과 예측(2019-2024년, 2024-2029년, 2034년)
은행/금융서비스/보험(BFSI)
IT 및 통신
미디어 및 엔터테인먼트
소매업 및 E-Commerce
여행 및 호스피탈리티
정부 및 방위
헬스케어 및 생명과학
기타 업종
세계의 음성 분석 시장 : 솔루션의 추가 세분화 : 유형별, 분석과 예측(2019-2024년, 2024-2029년, 2034년)
온프레미스 솔루션
클라우드 기반 솔루션
통합 솔루션
세계의 음성 분석 시장 : 서비스의 추가 세분화 : 유형별, 분석과 예측(2019-2024년, 2024-2029년, 2034년)
컨설팅 서비스
구현 서비스
지원 및 유지보수 서비스
제7장 지역별 및 국가별 분석
세계의 음성 분석 시장 : 지역별, 분석과 예측(2019-2024년, 2024-2029년, 2034년)
세계의 음성 분석 시장 : 국가별, 분석과 예측(2019-2024년, 2024-2029년, 2034년)
제8장 아시아태평양 시장
제9장 중국 시장
제10장 인도 시장
제11장 일본 시장
제12장 호주 시장
제13장 인도네시아 시장
제14장 한국 시장
제15장 서유럽 시장
제16장 영국 시장
제17장 독일 시장
제18장 프랑스 시장
제19장 이탈리아 시장
제20장 스페인 시장
제21장 동유럽 시장
제22장 러시아 시장
제23장 북미 시장
제24장 미국 시장
제25장 캐나다 시장
제26장 남미 시장
제27장 브라질 시장
제28장 중동 시장
제29장 아프리카 시장
제30장 경쟁 구도와 기업 프로파일
음성 분석 시장 : 경쟁 구도
음성 분석 시장 : 기업 프로파일
NICE Systems Ltd. Overview, Products and Services, Strategy and Financial Analysis
Verint Systems Inc. Overview, Products and Services, Strategy and Financial Analysis
Avaya Holdings Corp. Overview, Products and Services, Strategy and Financial Analysis
OpenText Corporation Overview, Products and Services, Strategy and Financial Analysis
Genesys Telecommunications Laboratories Inc. Overview, Products and Services, Strategy and Financial Analysis
제31장 기타 주요 기업 및 혁신 기업
Calabrio Inc.
Clarabridge Inc.
Castel Communications LLC
VoiceBase Inc.
Google LLC
Vonage Holdings Corp.
Micro Focus International plc
Zoom International SA
Almawave SpA
Talkdesk Inc.
Alvaria Inc.
Hewlett Packard Enterprise Company
Interactive Intelligence Group Inc.
InContact Inc.
Clarifai Inc.
제32장 세계 시장 경쟁 벤치마킹과 대시보드
제33장 주요 인수합병(M&A)
제34장 최근 시장 동향
제35장 시장 잠재력이 높은 국가, 부문, 전략
음성 분석 시장(2029년) : 새로운 기회를 제공하는 국가
음성 분석 시장(2029년) : 새로운 기회를 제공하는 부문
음성 분석 시장(2029년) : 성장 전략
시장 동향에 기초한 전략
경쟁 전략
제36장 부록
CSM
영문 목차
영문목차
Speech analytics involves the utilization of voice recognition software to analyze voice recordings or live calls from customers to contact centers. Its primary purpose is to extract valuable information and ensure quality assurance in customer interactions.
The components of speech analytics encompass both solutions and services. Solutions in the speech analytics market involve the sales of speech analytics solutions by various entities, including organizations, partnerships, and sole proprietors. These solutions are designed to analyze conversations, focusing on the spoken words during recorded phone calls. The technology behind speech analytics organizes the content of agent-customer interactions by converting speech into text. Deployment modes for speech analytics include both on-premises and cloud solutions. Speech analytics solutions and services find applications in various areas, including customer experience management, call monitoring and summarization, agent performance monitoring, sales and marketing management, risk and compliance management, and sentiment analysis. They cater to the needs of both large enterprises and small and medium-sized enterprises (SMEs). Different industry verticals benefiting from speech analytics solutions and services include banking, financial services, and insurance (BFSI), IT and telecom, media and entertainment, retail and eCommerce, travel and hospitality, government and defense, healthcare and life sciences, and other verticals.
The speech analytics market research report is one of a series of new reports from The Business Research Company that provides speech analytics market statistics, including speech analytics industry global market size, regional shares, competitors with a speech analytics market share, detailed speech analytics market segments, market trends and opportunities, and any further data you may need to thrive in the speech analytics industry. This speech analytics market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenarios of the industry.
The speech analytics market size has grown exponentially in recent years. It will grow from $3.11 billion in 2024 to $3.81 billion in 2025 at a compound annual growth rate (CAGR) of 22.4%. The growth in the historic period can be attributed to introduction of advanced speech recognition technologies, adoption of speech analytics for customer service improvement, implementation of speech analytics in call centers, rise of voice biometrics for authentication and security, increasing focus on compliance and regulatory requirements.
The speech analytics market size is expected to see exponential growth in the next few years. It will grow to $9.72 billion in 2029 at a compound annual growth rate (CAGR) of 26.4%. The growth in the forecast period can be attributed to expansion of speech analytics in multichannel customer engagement, adoption of speech analytics in predictive analytics for business insights, growing use of speech analytics in employee training and performance evaluation, emphasis on real-time speech analytics for immediate action, use of emotion and sentiment analysis in speech analytics. Major trends in the forecast period include integration of speech analytics with artificial intelligence (AI) and machine learning (ml), integration of speech analytics in virtual assistants and chatbots, adoption of cloud-based speech analytics solutions, focus on speech analytics for social media monitoring, development of industry-specific speech analytics applications.
The increasing adoption of artificial intelligence (AI) is expected to drive the growth of the speech analytics market in the coming years. AI adoption is rising due to its capacity to boost efficiency, improve decision-making, and automate complex tasks across various sectors. In speech analytics, AI enhances capabilities by enabling more accurate transcription, real-time analysis, and deeper insights into customer sentiment, intent, and behavior using advanced natural language processing and machine learning algorithms. For example, in May 2022, International Business Machines Corporation (IBM), a US-based technology company, reported that 35% of businesses globally used AI in 2022, marking a 4% increase from 2021. Additionally, organizations adopting AI saw a 13% rise in 2022 compared to 2021. Thus, the growing adoption of AI is propelling the expansion of the speech analytics market.
The surging demand in e-commerce is anticipated to be a significant driver for the growth of the speech analytics market. With e-commerce encompassing online buying and selling of goods and services, speech analytics plays a vital role in identifying suspicious activities and potential fraud through the analysis of customer interactions and detection of anomalies in behavior on e-commerce platforms. As of August 2023, the United States Census Bureau reported a 7. 5% increase in e-commerce estimates for the second quarter of 2023 compared to the same period in 2022, with online stores accounting for 15. 4% of all sales. This robust demand in e-commerce is contributing significantly to the expansion of the speech analytics market.
The use of advanced technology is a growing trend in the speech analytics market. Leading companies in the sector are focusing on developing innovative technological solutions to enhance their market position. For example, in November 2023, Google, a US-based multinational technology company, introduced generative AI voice analytics for banks and investment firms. This initiative is designed to improve the tracking and recording of business communications, particularly voice and video calls, by integrating Google Cloud's generative AI platform, Vertex AI, with Symphony's Cloud9 voice product.
Leading companies in the speech analytics market are concentrating on technological innovations, such as voice analytics, to deliver dependable services to their customers. Voice analytics consists of advanced technology tools that capture, transcribe, and analyze spoken conversations, aimed at enhancing agent performance and boosting the efficiency of contact center operations. For example, in June 2024, Hodusoft, an India-based provider of communication solutions, introduced a new speech analytics feature. This feature incorporates advanced speech recognition technology, enabling users to analyze voice data from conversations.
In March 2024, Linus Health, a US-based healthcare technology company focused on brain health and cognitive assessment, completed the acquisition of Aural Analytics. The purpose of this acquisition is to strengthen Linus Health's ability to detect cognitive impairment and incorporate advanced speech analytics into its multimodal cognitive assessment platform. Aural Analytics is a US-based technology company that specializes in clinical-grade speech analytics.
Major companies operating in the speech analytics market include NICE Systems Ltd., Verint Systems Inc., Avaya Holdings Corp., OpenText Corporation, Genesys Telecommunications Laboratories Inc., Calabrio Inc., Clarabridge Inc., Castel Communications LLC, VoiceBase Inc., Google LLC, Vonage Holdings Corp., Micro Focus International plc, Zoom International S. A., Almawave S. p. A., Talkdesk Inc., Alvaria Inc., Hewlett Packard Enterprise Company, Interactive Intelligence Group Inc., InContact Inc., Clarifai Inc., Uniphore Software Systems Pvt. Ltd., Deepgram Inc., Eleos Health Inc., Sonde Health Inc., Aural Analytics Inc., Intelligent Voice Ltd., Phonexia s. r. o., Daisee Pty Ltd, CloudTalk s. r. o., CallTrackingMetrics LLC, SpeechTech Ltd., Batvoice Technologies
North America was the largest region in the speech analytics market in 2024. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the speech analytics market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa
The countries covered in the speech analytics market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Italy, Canada, Spain.
The speech analytics market includes revenues earned by entities by providing solutions that understand, analyse, and derive insights from a voice conversation by utilising AI services such as transcription, natural language processing, and speech technologies. Speech analytics is a software application that transcribes the voice calls and extracts deep insights, trends, and metrics from each one. These insights are then used to evaluate agent performance, assess customer experience, and track the organization's overall strengths and weaknesses in every voice interaction. Values in this market are 'factory gate' values, that is the value of goods sold by the manufacturers or creators of the goods, whether to other entities (including downstream manufacturers, wholesalers, distributors and retailers) or directly to end customers. The value of goods in this market includes related services sold by the creators of the goods.
The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified).
The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.
Speech Analytics Global Market Report 2025 from The Business Research Company provides strategists, marketers and senior management with the critical information they need to assess the market.
This report focuses on speech analytics market which is experiencing strong growth. The report gives a guide to the trends which will be shaping the market over the next ten years and beyond.
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Where is the largest and fastest growing market for speech analytics ? How does the market relate to the overall economy, demography and other similar markets? What forces will shape the market going forward? The speech analytics market global report from the Business Research Company answers all these questions and many more.
The report covers market characteristics, size and growth, segmentation, regional and country breakdowns, competitive landscape, market shares, trends and strategies for this market. It traces the market's historic and forecast market growth by geography.
The market characteristics section of the report defines and explains the market.
The market size section gives the market size ($b) covering both the historic growth of the market, and forecasting its development.
The forecasts are made after considering the major factors currently impacting the market. These include:
The forecasts are made after considering the major factors currently impacting the market. These include the Russia-Ukraine war, rising inflation, higher interest rates, and the legacy of the COVID-19 pandemic.
Market segmentations break down the market into sub markets.
The regional and country breakdowns section gives an analysis of the market in each geography and the size of the market by geography and compares their historic and forecast growth. It covers the growth trajectory of COVID-19 for all regions, key developed countries and major emerging markets.
The competitive landscape chapter gives a description of the competitive nature of the market, market shares, and a description of the leading companies. Key financial deals which have shaped the market in recent years are identified.
The trends and strategies section analyses the shape of the market as it emerges from the crisis and suggests how companies can grow as the market recovers.
Scope
Markets Covered:1) By Components: Solutions; Services
2) By Deployment Mode: Cloud; On-premises
3) By Organization Size: Large Enterprises; Small And Medium-Sized Enterprises (SMEs)
4) By Applications: Customer Experience Management; Call Monitoring And Summarization; Agent Performance Monitoring; Sales And Marketing Management; Risk And Compliance Management; Sentiment Analysis
5) By Vertical: Banking Finance Services And Insurance (BFSI); IT And Telecom; Media And Entertainment; Retail And eCommerce; Travel And Hospitality; Government And Defense; Healthcare And life sciences; Other Verticals
Subsegments:
1) By Solutions: On-Premises Solutions; Cloud-Based Solutions; Integrated Solutions
2) By Services: Consulting Services; Implementation Services; Support And Maintenance Services
Companies Mentioned: NICE Systems Ltd.; Verint Systems Inc.; Avaya Holdings Corp.; OpenText Corporation; Genesys Telecommunications Laboratories Inc.
Regions: Asia-Pacific; Western Europe; Eastern Europe; North America; South America; Middle East; Africa
Time series: Five years historic and ten years forecast.
Data: Ratios of market size and growth to related markets, GDP proportions, expenditure per capita,
Data segmentations: country and regional historic and forecast data, market share of competitors, market segments.
Sourcing and Referencing: Data and analysis throughout the report is sourced using end notes.
Delivery format: PDF, Word and Excel Data Dashboard.
Table of Contents
1. Executive Summary
2. Speech Analytics Market Characteristics
3. Speech Analytics Market Trends And Strategies
4. Speech Analytics Market - Macro Economic Scenario Including The Impact Of Interest Rates, Inflation, Geopolitics And Covid And Recovery On The Market
5. Global Speech Analytics Growth Analysis And Strategic Analysis Framework
5.1. Global Speech Analytics PESTEL Analysis (Political, Social, Technological, Environmental and Legal Factors, Drivers and Restraints)
5.2. Analysis Of End Use Industries
5.3. Global Speech Analytics Market Growth Rate Analysis
5.4. Global Speech Analytics Historic Market Size and Growth, 2019 - 2024, Value ($ Billion)
5.5. Global Speech Analytics Forecast Market Size and Growth, 2024 - 2029, 2034F, Value ($ Billion)
5.6. Global Speech Analytics Total Addressable Market (TAM)
6. Speech Analytics Market Segmentation
6.1. Global Speech Analytics Market, Segmentation By Component, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
Solutions
Services
6.2. Global Speech Analytics Market, Segmentation By Deployment Mode, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
Cloud
On-Premises
6.3. Global Speech Analytics Market, Segmentation By Organization Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
Large enterprises
Small and Medium-Sized Enterprises (SMEs)
6.4. Global Speech Analytics Market, Segmentation By Application, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
Customer Experience Management
Call Monitoring and Summarization
Agent Performance Monitoring
Sales and Marketing Management
Risk and Compliance Management
Sentiment Analysis
6.5. Global Speech Analytics Market, Segmentation By Verticals, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
Banking Finance Services and Insurance (BFSI)
IT and Telecom
Media and Entertainment
Retail and eCommerce
Travel and Hospitality
Government and Defence
Healthcare and life sciences
Other Verticals
6.6. Global Speech Analytics Market, Sub-Segmentation Of Solutions, By Type, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
On-Premises Solutions
Cloud-Based Solutions
Integrated Solutions
6.7. Global Speech Analytics Market, Sub-Segmentation Of Services, By Type, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
Consulting Services
Implementation Services
Support And Maintenance Services
7. Speech Analytics Market Regional And Country Analysis
7.1. Global Speech Analytics Market, Split By Region, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
7.2. Global Speech Analytics Market, Split By Country, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
