음성 분석 시장 - 세계 산업 규모, 점유율, 동향, 기회, 예측 : 구성요소별, 도입 모드별, 조직 규모별, 용도별, 최종사용자별, 지역별 및 경쟁 상황(2021-2031년)
Speech Analytics Market - Global Industry Size, Share, Trends, Opportunity, and Forecast, Segmented By Component, By Deployment Mode, By Organization Size, By Application, By End-user, By Region & Competition, 2021-2031F
상품코드:1914545
리서치사:TechSci Research
발행일:2026년 01월
페이지 정보:영문 180 Pages
라이선스 & 가격 (부가세 별도)
ㅁ Add-on 가능: 고객의 요청에 따라 일정한 범위 내에서 Customization이 가능합니다. 자세한 사항은 문의해 주시기 바랍니다.
한글목차
세계의 음성 분석 시장은 2025년 58억 5,000만 달러에서 2031년까지 136억 8,000만 달러로 크게 성장하여 CAGR 15.21%를 기록할 것으로 예측됩니다.
이 기술은 녹음된 통화를 분석하여 고객의 니즈, 감정, 상담원 성과에 대한 인사이트를 추출하는 자동화된 프로세스로 정의되며, 의료, 금융 등의 분야에서 고객 경험 관리 강화 및 엄격한 규제 준수를 위해 빠르게 도입되고 있습니다. 또한, 통화량의 근본 원인을 파악하여 업무 효율성을 개선하려는 움직임이 이러한 솔루션의 도입을 촉진하고 있으며, 이러한 수요는 일시적인 기술 트렌드와는 별개로 지속되고 있습니다.
시장 개요
예측 기간
2027-2031년
시장 규모 : 2025년
58억 5,000만 달러
시장 규모 : 2031년
136억 8,000만 달러
CAGR : 2026-2031년
15.21%
가장 빠르게 성장하는 부문
고객 경험 관리
최대 시장
북미
그러나 이 분야는 데이터 프라이버시 및 민감한 소비자 정보를 보호하기 위해 필요한 복잡한 보안 프로토콜과 관련된 심각한 문제에 직면해 있습니다. 조직은 음성 데이터 기록 및 처리와 관련된 복잡한 법적 프레임워크에 대응해야 하며, 이로 인해 컴플라이언스 비용이 증가하고 도입이 지연될 수 있습니다. 국제고객관리협회(ICMI)에 따르면, 2024년 컨택센터 리더의 66%가 음성 분석을 포함한 AI 애플리케이션 도입을 통한 업무 최적화를 지지하고 있으며, 데이터 보안과 관련된 문제에도 불구하고 이러한 기술에 대한 강한 의존도를 보이고 있습니다.
시장 촉진요인
고급 AI 및 머신러닝 알고리즘의 통합은 세계 음성 분석 시장에서 혁신적인 원동력으로 작용하여 조직이 음성 대화의 전사 및 분석을 자동화할 수 있도록 지원합니다. 이러한 기술적 역량을 통해 감정, 의도, 컴플라이언스에 대한 심층적인 인사이트를 쉽게 추출할 수 있으며, 컨택센터는 무작위 샘플링에서 전체 통화 분석으로 전환하여 수동 검토로는 놓칠 수 있는 패턴을 파악할 수 있습니다. 이러한 추세를 뒷받침하듯, HubSpot이 지난 9월 발표한 'State of Service Report 2024'에 따르면, 고객 경험 리더의 65%가 서비스 전략과 워크플로우 개선을 위해 이미 업무 전반에 AI를 활용하고 있다고 답했습니다.
동시에 고객 경험 관리에 대한 중요성이 높아지면서 기업이 지원 대응을 장기적인 고객 유지의 기회로 전환하려는 노력이 시장 성장을 촉진하고 있습니다. 고객의 행동 경로를 가시화하고 실시간으로 마찰점을 감지하기 위해 음성 분석 플랫폼의 도입이 증가하고 있으며, 소비자가 원하는 속도와 개인화에 대한 기대에 맞춰 서비스 제공을 조정하고 있습니다. 2024년 5월 발표된 세일즈포스 'State of Service' 보고서에 따르면, 서비스 부문 의사결정권자의 85%가 업셀링과 고객 유지를 통한 수익 기여도 강화를 팀에 기대하고 있어 정확한 행동 데이터에 대한 필요성이 높아지고 있습니다. 또한, 2024년 젠데스크(Zendesk)의 조사에 따르면, CX 리더의 70%가 향후 2년 내 대화 포인트에 생성형 AI를 통합하여 참여 기준을 향상시킬 계획인 것으로 나타났습니다.
시장의 과제
데이터 프라이버시와 민감한 소비자 정보를 보호하기 위해 필요한 복잡한 보안 프로토콜은 세계 음성 분석 시장에 큰 장벽으로 작용하고 있습니다. 조직이 사업을 확장함에 따라 음성 데이터 기록 및 처리를 규제하는 법적 프레임워크는 다양한 관할권에서 점점 더 엄격하고 다양해지고 있습니다. 이러한 복잡성으로 인해 기업들은 혁신보다 컴플라이언스에 더 많은 리소스를 투입해야 하고, 도입 주기가 길어지고, 데이터 유출에 따른 재정적, 평판 리스크를 우려한 잠재적 구매자들이 망설이게 됩니다.
결과적으로 이러한 보안 문제가 보급을 직접적으로 저해하고, 기술이 본래의 잠재력을 발휘하는 것을 방해하고 있습니다. 그 영향은 AI에 대한 높은 관심에 비해 도입률이 뒤쳐진다는 점에서 분명하게 드러납니다. 콜센터관리협회(CCMA)에 따르면, 2024년에는 약 62%의 컨택센터가 음성 분석 솔루션을 이용하지 않는 것으로 나타났습니다. 이러한 높은 비채택률은 약속된 비즈니스 이점에도 불구하고 소비자 프라이버시 보호에 대한 엄격한 요구사항이 마찰을 일으켜 이 분야의 광범위한 확장을 크게 저해하고 있음을 강조합니다.
시장 동향
컨택센터가 셀프서비스로 해결할 수 없는 복잡한 대응을 인간 상담원에게 의존하는 경향이 강해지면서, 자동화된 상담원 교육 및 성능 게임화에 대한 관심이 높아지고 있습니다. 일상적인 문의가 자동화되면서 남는 대화에는 더 높은 수준의 공감능력이 요구되고 있으며, 기존 교육 방식의 한계가 드러나고 있습니다. 2025년 3월 발표된 Calabrio의 '컨택센터 현황 보고서 2025'에 따르면, 59%의 조직이 AI 기반의 진화하는 워크플로우에 적응할 수 있도록 지속적인 코칭을 제공하지 못하고 있으며, 음성분석을 활용한 지능형 플랫폼 도입을 촉진하고 있습니다. 라고 밝혔습니다. 이러한 플랫폼은 실시간 행동 지침과 적극적인 인재 육성을 제공합니다.
동시에 옴니채널 분석을 위한 음성 및 텍스트 분석의 융합은 전화와 디지털 인터랙션 간의 사일로를 해소하여 시장을 재구성하고 있습니다. 소비자들이 거래 중에도 채널을 원활하게 전환하기 때문에 음성 데이터만으로는 고객 경험의 전체 그림을 파악할 수 없다는 것을 기업들은 인식하고 있습니다. Invoca가 지난 10월 발표한 '콜 전환 산업 벤치마크 보고서 2025'에 따르면, 디지털 마케팅 시책으로 인한 통화의 35%는 유망한 잠재 고객으로 연결되며, 온라인 참여와 음성 전환의 상호 의존성을 강조하고 있습니다. 를 강조했습니다. 이러한 추세에 따라 각 벤더들은 텍스트 기반 의도와 음성 감정을 연관시켜 전체 인터랙션 라이프사이클을 최적화하는 통합 분석 솔루션을 개발해야 하는 상황에 직면해 있습니다.
목차
제1장 개요
제2장 조사 방법
제3장 주요 요약
제4장 고객의 소리
제5장 세계의 음성 분석 시장 전망
시장 규모 및 예측
금액별
시장 점유율과 예측
구성요소별(서비스, 솔루션)
도입 형태별(클라우드, 온프레미스)
기업 규모별(중소기업, 대기업)
용도별(통화 모니터링, 고객 경험 관리, 에이전트 퍼포먼스 모니터링, 영업 성과 관리, 경쟁 정보 분석, 리스크·컴플라이언스 관리, 기타)
The Global Speech Analytics Market is projected to experience substantial growth, rising from USD 5.85 Billion in 2025 to USD 13.68 Billion by 2031, reflecting a CAGR of 15.21%. Defined as the automated process of analyzing recorded calls to extract insights regarding customer needs, sentiment, and agent performance, this technology is being adopted rapidly to enhance customer experience management and ensure strict regulatory compliance in sectors like healthcare and finance. Additionally, the drive to improve operational efficiency by identifying the root causes of call volumes supports the uptake of these solutions, distinguishing this demand from temporary technological trends.
Market Overview
Forecast Period
2027-2031
Market Size 2025
USD 5.85 Billion
Market Size 2031
USD 13.68 Billion
CAGR 2026-2031
15.21%
Fastest Growing Segment
Customer Experience Management
Largest Market
North America
However, the sector faces significant hurdles related to data privacy and the intricate security protocols necessary to safeguard sensitive consumer information. Organizations are required to navigate complex legal frameworks for recording and processing voice data, which can increase compliance costs and delay implementation. According to the International Customer Management Institute (ICMI), 66% of contact center leaders in 2024 expressed support for deploying AI applications, including speech analytics, to optimize operations, indicating a strong reliance on these technologies despite the challenges associated with data security.
Market Driver
The integration of advanced AI and machine learning algorithms acts as a transformative driver in the Global Speech Analytics Market, allowing organizations to automate the transcription and analysis of voice interactions. This technological capability facilitates the extraction of granular insights regarding sentiment, intent, and compliance, enabling contact centers to move from random sampling to analyzing 100% of calls to identify patterns that manual reviews would miss. Highlighting this trend, HubSpot's 'State of Service Report 2024' from September 2024 notes that 65% of customer experience leaders report their teams are already utilizing AI across operations to refine service strategies and workflows.
Concurrently, the rising emphasis on customer experience management propels market growth as businesses strive to turn support interactions into long-term retention opportunities. Speech analytics platforms are increasingly deployed to map customer journeys and detect friction points in real-time, aligning service delivery with consumer expectations for speed and personalization. Salesforce's 'State of Service' report from May 2024 reveals that 85% of service decision-makers expect their teams to contribute more to revenue through upselling and retention, driving the need for precise behavioral data. Furthermore, according to Zendesk in 2024, 70% of CX leaders plan to integrate generative AI into their touchpoints over the next two years to elevate engagement standards.
Market Challenge
Data privacy and the elaborate security protocols required to protect sensitive consumer information present a formidable barrier to the Global Speech Analytics Market. As organizations expand their operations, the legal frameworks governing voice data recording and processing become increasingly rigorous and varied across different jurisdictions. This complexity forces companies to direct substantial resources toward compliance rather than innovation, leading to extended implementation cycles and hesitation among potential buyers who fear the financial and reputational risks associated with data breaches.
As a result, these security concerns directly stall widespread adoption, preventing the technology from reaching its full potential. The impact is evident in deployment rates that lag behind the expressed interest in AI; according to the Call Centre Management Association (CCMA), nearly 62% of contact centers reported in 2024 that they do not utilize speech analytics solutions. This high non-adoption rate underscores that despite the promised operational benefits, the stringent requirements for protecting consumer privacy create friction that significantly hampers the broader expansion of the sector.
Market Trends
The focus on automated agent coaching and performance gamification is gaining momentum as contact centers increasingly rely on human agents for complex interactions that self-service options cannot resolve. With routine queries handled by automation, remaining conversations require higher levels of empathy, exposing a gap in traditional training methods. According to Calabrio's 'State of the Contact Centre 2025' report from March 2025, 59% of organizations fail to provide ongoing coaching to help agents adapt to these evolving AI-driven workflows, driving the adoption of intelligent platforms that use speech analytics to provide real-time behavioral guidance and active workforce development.
Simultaneously, the convergence of voice and text analytics for omnichannel insights is reshaping the market by removing silos between telephony and digital interactions. Businesses are realizing that analyzing voice data in isolation offers an incomplete view of the customer journey, as consumers fluidly switch channels during transactions. According to Invoca's 'Call Conversion Industry Benchmarks Report 2025' from October 2025, 35% of calls from digital marketing efforts resulted in qualified leads, highlighting the interdependence of online engagement and voice conversion. This trend compels vendors to develop unified analytics solutions that correlate text-based intent with voice sentiment to optimize the entire interaction lifecycle.
Key Market Players
Verint Systems Inc.
Avaya Inc.
Micro Focus International PLC
Genesys Telecommunications Laboratories Inc.
CallMiner Inc.
Nice Ltd.
Raytheon BBN Technologies
VoiceBase Inc. (LivePerson Inc.)
OpenText Corporation
Calabrio Inc.
Report Scope
In this report, the Global Speech Analytics Market has been segmented into the following categories, in addition to the industry trends which have also been detailed below:
Speech Analytics Market, By Component
Service
Solution
Speech Analytics Market, By Deployment Mode
Cloud
On-Premises
Speech Analytics Market, By Organization Size
SMEs
Large Enterprise
Speech Analytics Market, By Application
Call Monitoring
Customer Experience Management
Agent Performance Monitoring
Sales Performance Management
Competitive Intelligence
Risk and Compliance Management
Others
Speech Analytics Market, By End-user
BFSI
Government & Defense
Retail and eCommerce
Healthcare and Life Sciences
Energy and Utilities
Media and Entertainment
Travel and Hospitality
Telecommunications and IT
Others
Speech Analytics Market, By Region
North America
United States
Canada
Mexico
Europe
France
United Kingdom
Italy
Germany
Spain
Asia Pacific
China
India
Japan
Australia
South Korea
South America
Brazil
Argentina
Colombia
Middle East & Africa
South Africa
Saudi Arabia
UAE
Competitive Landscape
Company Profiles: Detailed analysis of the major companies present in the Global Speech Analytics Market.
Available Customizations:
Global Speech Analytics Market report with the given market data, TechSci Research offers customizations according to a company's specific needs. The following customization options are available for the report:
Company Information
Detailed analysis and profiling of additional market players (up to five).
Table of Contents
1. Product Overview
1.1. Market Definition
1.2. Scope of the Market
1.2.1. Markets Covered
1.2.2. Years Considered for Study
1.2.3. Key Market Segmentations
2. Research Methodology
2.1. Objective of the Study
2.2. Baseline Methodology
2.3. Key Industry Partners
2.4. Major Association and Secondary Sources
2.5. Forecasting Methodology
2.6. Data Triangulation & Validation
2.7. Assumptions and Limitations
3. Executive Summary
3.1. Overview of the Market
3.2. Overview of Key Market Segmentations
3.3. Overview of Key Market Players
3.4. Overview of Key Regions/Countries
3.5. Overview of Market Drivers, Challenges, Trends
4. Voice of Customer
5. Global Speech Analytics Market Outlook
5.1. Market Size & Forecast
5.1.1. By Value
5.2. Market Share & Forecast
5.2.1. By Component (Service, Solution)
5.2.2. By Deployment Mode (Cloud, On-Premises)
5.2.3. By Organization Size (SMEs, Large Enterprise)
5.2.5. By End-user (BFSI, Government & Defense, Retail and eCommerce, Healthcare and Life Sciences, Energy and Utilities, Media and Entertainment, Travel and Hospitality, Telecommunications and IT, Others)
5.2.6. By Region
5.2.7. By Company (2025)
5.3. Market Map
6. North America Speech Analytics Market Outlook
6.1. Market Size & Forecast
6.1.1. By Value
6.2. Market Share & Forecast
6.2.1. By Component
6.2.2. By Deployment Mode
6.2.3. By Organization Size
6.2.4. By Application
6.2.5. By End-user
6.2.6. By Country
6.3. North America: Country Analysis
6.3.1. United States Speech Analytics Market Outlook
6.3.1.1. Market Size & Forecast
6.3.1.1.1. By Value
6.3.1.2. Market Share & Forecast
6.3.1.2.1. By Component
6.3.1.2.2. By Deployment Mode
6.3.1.2.3. By Organization Size
6.3.1.2.4. By Application
6.3.1.2.5. By End-user
6.3.2. Canada Speech Analytics Market Outlook
6.3.2.1. Market Size & Forecast
6.3.2.1.1. By Value
6.3.2.2. Market Share & Forecast
6.3.2.2.1. By Component
6.3.2.2.2. By Deployment Mode
6.3.2.2.3. By Organization Size
6.3.2.2.4. By Application
6.3.2.2.5. By End-user
6.3.3. Mexico Speech Analytics Market Outlook
6.3.3.1. Market Size & Forecast
6.3.3.1.1. By Value
6.3.3.2. Market Share & Forecast
6.3.3.2.1. By Component
6.3.3.2.2. By Deployment Mode
6.3.3.2.3. By Organization Size
6.3.3.2.4. By Application
6.3.3.2.5. By End-user
7. Europe Speech Analytics Market Outlook
7.1. Market Size & Forecast
7.1.1. By Value
7.2. Market Share & Forecast
7.2.1. By Component
7.2.2. By Deployment Mode
7.2.3. By Organization Size
7.2.4. By Application
7.2.5. By End-user
7.2.6. By Country
7.3. Europe: Country Analysis
7.3.1. Germany Speech Analytics Market Outlook
7.3.1.1. Market Size & Forecast
7.3.1.1.1. By Value
7.3.1.2. Market Share & Forecast
7.3.1.2.1. By Component
7.3.1.2.2. By Deployment Mode
7.3.1.2.3. By Organization Size
7.3.1.2.4. By Application
7.3.1.2.5. By End-user
7.3.2. France Speech Analytics Market Outlook
7.3.2.1. Market Size & Forecast
7.3.2.1.1. By Value
7.3.2.2. Market Share & Forecast
7.3.2.2.1. By Component
7.3.2.2.2. By Deployment Mode
7.3.2.2.3. By Organization Size
7.3.2.2.4. By Application
7.3.2.2.5. By End-user
7.3.3. United Kingdom Speech Analytics Market Outlook
7.3.3.1. Market Size & Forecast
7.3.3.1.1. By Value
7.3.3.2. Market Share & Forecast
7.3.3.2.1. By Component
7.3.3.2.2. By Deployment Mode
7.3.3.2.3. By Organization Size
7.3.3.2.4. By Application
7.3.3.2.5. By End-user
7.3.4. Italy Speech Analytics Market Outlook
7.3.4.1. Market Size & Forecast
7.3.4.1.1. By Value
7.3.4.2. Market Share & Forecast
7.3.4.2.1. By Component
7.3.4.2.2. By Deployment Mode
7.3.4.2.3. By Organization Size
7.3.4.2.4. By Application
7.3.4.2.5. By End-user
7.3.5. Spain Speech Analytics Market Outlook
7.3.5.1. Market Size & Forecast
7.3.5.1.1. By Value
7.3.5.2. Market Share & Forecast
7.3.5.2.1. By Component
7.3.5.2.2. By Deployment Mode
7.3.5.2.3. By Organization Size
7.3.5.2.4. By Application
7.3.5.2.5. By End-user
8. Asia Pacific Speech Analytics Market Outlook
8.1. Market Size & Forecast
8.1.1. By Value
8.2. Market Share & Forecast
8.2.1. By Component
8.2.2. By Deployment Mode
8.2.3. By Organization Size
8.2.4. By Application
8.2.5. By End-user
8.2.6. By Country
8.3. Asia Pacific: Country Analysis
8.3.1. China Speech Analytics Market Outlook
8.3.1.1. Market Size & Forecast
8.3.1.1.1. By Value
8.3.1.2. Market Share & Forecast
8.3.1.2.1. By Component
8.3.1.2.2. By Deployment Mode
8.3.1.2.3. By Organization Size
8.3.1.2.4. By Application
8.3.1.2.5. By End-user
8.3.2. India Speech Analytics Market Outlook
8.3.2.1. Market Size & Forecast
8.3.2.1.1. By Value
8.3.2.2. Market Share & Forecast
8.3.2.2.1. By Component
8.3.2.2.2. By Deployment Mode
8.3.2.2.3. By Organization Size
8.3.2.2.4. By Application
8.3.2.2.5. By End-user
8.3.3. Japan Speech Analytics Market Outlook
8.3.3.1. Market Size & Forecast
8.3.3.1.1. By Value
8.3.3.2. Market Share & Forecast
8.3.3.2.1. By Component
8.3.3.2.2. By Deployment Mode
8.3.3.2.3. By Organization Size
8.3.3.2.4. By Application
8.3.3.2.5. By End-user
8.3.4. South Korea Speech Analytics Market Outlook
8.3.4.1. Market Size & Forecast
8.3.4.1.1. By Value
8.3.4.2. Market Share & Forecast
8.3.4.2.1. By Component
8.3.4.2.2. By Deployment Mode
8.3.4.2.3. By Organization Size
8.3.4.2.4. By Application
8.3.4.2.5. By End-user
8.3.5. Australia Speech Analytics Market Outlook
8.3.5.1. Market Size & Forecast
8.3.5.1.1. By Value
8.3.5.2. Market Share & Forecast
8.3.5.2.1. By Component
8.3.5.2.2. By Deployment Mode
8.3.5.2.3. By Organization Size
8.3.5.2.4. By Application
8.3.5.2.5. By End-user
9. Middle East & Africa Speech Analytics Market Outlook
9.1. Market Size & Forecast
9.1.1. By Value
9.2. Market Share & Forecast
9.2.1. By Component
9.2.2. By Deployment Mode
9.2.3. By Organization Size
9.2.4. By Application
9.2.5. By End-user
9.2.6. By Country
9.3. Middle East & Africa: Country Analysis
9.3.1. Saudi Arabia Speech Analytics Market Outlook
9.3.1.1. Market Size & Forecast
9.3.1.1.1. By Value
9.3.1.2. Market Share & Forecast
9.3.1.2.1. By Component
9.3.1.2.2. By Deployment Mode
9.3.1.2.3. By Organization Size
9.3.1.2.4. By Application
9.3.1.2.5. By End-user
9.3.2. UAE Speech Analytics Market Outlook
9.3.2.1. Market Size & Forecast
9.3.2.1.1. By Value
9.3.2.2. Market Share & Forecast
9.3.2.2.1. By Component
9.3.2.2.2. By Deployment Mode
9.3.2.2.3. By Organization Size
9.3.2.2.4. By Application
9.3.2.2.5. By End-user
9.3.3. South Africa Speech Analytics Market Outlook
9.3.3.1. Market Size & Forecast
9.3.3.1.1. By Value
9.3.3.2. Market Share & Forecast
9.3.3.2.1. By Component
9.3.3.2.2. By Deployment Mode
9.3.3.2.3. By Organization Size
9.3.3.2.4. By Application
9.3.3.2.5. By End-user
10. South America Speech Analytics Market Outlook
10.1. Market Size & Forecast
10.1.1. By Value
10.2. Market Share & Forecast
10.2.1. By Component
10.2.2. By Deployment Mode
10.2.3. By Organization Size
10.2.4. By Application
10.2.5. By End-user
10.2.6. By Country
10.3. South America: Country Analysis
10.3.1. Brazil Speech Analytics Market Outlook
10.3.1.1. Market Size & Forecast
10.3.1.1.1. By Value
10.3.1.2. Market Share & Forecast
10.3.1.2.1. By Component
10.3.1.2.2. By Deployment Mode
10.3.1.2.3. By Organization Size
10.3.1.2.4. By Application
10.3.1.2.5. By End-user
10.3.2. Colombia Speech Analytics Market Outlook
10.3.2.1. Market Size & Forecast
10.3.2.1.1. By Value
10.3.2.2. Market Share & Forecast
10.3.2.2.1. By Component
10.3.2.2.2. By Deployment Mode
10.3.2.2.3. By Organization Size
10.3.2.2.4. By Application
10.3.2.2.5. By End-user
10.3.3. Argentina Speech Analytics Market Outlook
10.3.3.1. Market Size & Forecast
10.3.3.1.1. By Value
10.3.3.2. Market Share & Forecast
10.3.3.2.1. By Component
10.3.3.2.2. By Deployment Mode
10.3.3.2.3. By Organization Size
10.3.3.2.4. By Application
10.3.3.2.5. By End-user
11. Market Dynamics
11.1. Drivers
11.2. Challenges
12. Market Trends & Developments
12.1. Merger & Acquisition (If Any)
12.2. Product Launches (If Any)
12.3. Recent Developments
13. Global Speech Analytics Market: SWOT Analysis
14. Porter's Five Forces Analysis
14.1. Competition in the Industry
14.2. Potential of New Entrants
14.3. Power of Suppliers
14.4. Power of Customers
14.5. Threat of Substitute Products
15. Competitive Landscape
15.1. Verint Systems Inc.
15.1.1. Business Overview
15.1.2. Products & Services
15.1.3. Recent Developments
15.1.4. Key Personnel
15.1.5. SWOT Analysis
15.2. Avaya Inc.
15.3. Micro Focus International PLC
15.4. Genesys Telecommunications Laboratories Inc.
