语音分析市场基于(主要地区、市场参与者、规模和份额)- 预测至 2031 年

  • Report Code : TIPTE100000186
  • Category : Technology, Media and Telecommunications
  • No. of Pages : 150
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语音分析市场规模预计将从 2023 年的 23.3 亿美元增至 2031 年的 68.6 亿美元。预计 2023-2031 年该市场的复合年增长率将达到 14.5%。人工智能驱动的对话分析可能会变得更加普遍,从而能够更深入地了解复杂的客户交互,并成为市场的趋势。CAGR of 14.5 % in 2023–2031. AI-powered conversation analysis is likely to become more prevalent, enabling deeper insights into complex customer interactions and acting as the trend for the market.

 

语音分析市场分析

近年来,在技术进步、移动金融应用语音认证解决方案需求增加以及零售和电子商务行业利用率提高的推动下,语音分析市场出现了显着增长。此外,联络中心数量的增加也推动了市场的增长。人工智能 (AI) 和机器学习 (ML) 等不断发展的技术发展正在成为市场增长的利润丰厚的增长机会。

 

语音分析市场概述

语音分析是指借助语音识别软件分析录音或实时客户呼叫联络中心的过程,以查找有用信息并提供质量保证。解决方案有助于识别单词并分析音频模式,以检测说话者声音中的情绪和压力。这些技术广泛用于呼叫中心的客户交互过程中,以识别诸如呼叫原因、提及的产品以及呼叫者情绪等信息。它使企业能够对客户服务电话中不太有用的信息采取行动,并获得有关客户的见解。大多数 联络中心采用这些解决方案主要是为了节省成本。虽然降低成本是提高采用率的首要因素,但它还提供了更多好处,在业务流程优化、质量改进、客户满意度提高、避免诉讼和增加收入方面增加了显着价值。在当今数据驱动的世界中,语音分析解决方案对于各种企业都极其重要。

 

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语音分析市场:战略洞察

语音分析市场

  • 年均复合增长率(2023 - 2031)
    14.5%
  • 2023 年市场规模
    23.3 亿美元
  • 2031 年市场规模
    68.6 亿美元

市场动态

增长动力
  • BPO 行业的需求增加。
未来的趋势
  • 人工智能和机器学习的使用不断增加
机会
  • 语音分析与生成人工智能的集成

关键人物;主力;重要一员

  • 阿尔玛波
  • 阿瓦亚公司
  • 卡拉布里奥
  • 呼叫矿工
  • 创尼斯
  • 马尔克斯公司
  • 尼斯系统
  • Verint 系统公司
  • 语音基地公司
  • 佐姆国际

区域概况

  • 北美
  • 欧洲
  • 亚太
  • 南美洲和中美洲
  • 中东和非洲

市场细分

成分
  • 解决方案
  • 服务
部署类型
  • 本地部署
 垂直行业
  • BFSI
  • 媒体和娱乐
  • 信息技术和电信
  • 医疗保健和生命科学
  • 零售及电子商务
  • 其他的
  • 示例 PDF 通过定性和定量分析展示了内容结构和信息的性质。

 

语音分析市场驱动因素和机遇

BPO 行业需求增加有利于市场

 BPO 行业越来越多地采用技术解决方案,包括 BPO 语音分析,以帮助联络中心座席更好地了解客户。 BPO 领域的语音分析可帮助用户理解人类语音,非常适合用于基于人工智能的聊天机器人。对于聊天机器人无法理解和处理的过于复杂的查询,它可以使用机器人流程自动化(RPA)将客户转移到现场代理协助 。它有助于实时识别客户的真实意图并向代理提供适当的警报。 BPO 中的实时语音分析解决方案可以监控 100% 的客户呼叫、得出可行的见解、在关注的领域提出危险信号、在代理 QA 流程中提供协助等等。它有助于缓解长期存在的 BPO 痛点、简化繁琐的手动流程并帮助 BPO 遵守业务和客户指标。BPO中的语音分析软件  还可以帮助培训 BPO 代理的领域知识、分析跨多个标签的呼叫部署以及提高首次呼叫解决率。 BPO 语音分析工具还持续监控代理的表现,并向主管实时发送正确的反馈,同时遵守 BPO 行业的监管合规性。

  • 更好地了解客户及其问题
  • 使用客户数据提高提供的支持质量
  • 了解客户的真实意图并预测他们的需求
  • 简化 BPO 流程并降低呼叫中心的运营成本
  • 为呼叫中心座席提供更好的入职和培训
  • 发现见解并发现新的商机
  • 更好地了解所提供产品的问题。

它有助于确定客户的情绪、情绪和隐含的需求。通过语音分析,品牌可以改善客户服务和客户满意度,堵塞客户服务漏洞,并纠正有害行为。因此,BPO 行业需求的增加推动了市场的增长。

 

语音分析与生成人工智能的集成——语音分析市场的机遇

将语音分析与客户支持或联络中心使用的生成式人工智能相集成,以增强提供优质服务的客户体验,确定需要改进的领域,并提高 CSAT 和 NPS 分数。它还用于其他各种行业,例如金融、医疗保健、银行和零售。语音分析器软件使用自然语言处理和机器学习 (ML) 算法来分析口语数据。由大型语言模型 (LLM) 提供支持的生成式 AI 依靠精心设计的语音分析数据和语音识别模型而蓬勃发展。通过为法学硕士提供高质量的语音数据洞察,联络中心管理人员可以充分利用人工智能的潜力,大规模提供定制且有效的客户服务。因此,生成式人工智能与语音分析的集成为公司创造了机会。

 

语音分析市场报告细分分析

有助于得出语音分析市场分析的关键部分是组件、部署类型和垂直行业。

  • 根据组件,语音分析市场分为解决方案和服务。
  •  根据部署类型,市场分为本地和云。
  • 根据垂直行业,市场分为 BFSI、媒体和娱乐、IT 和电信、医疗保健和生命科学、零售和电子商务等。

 

按地域划分的语音分析市场份额分析

语音分析市场报告的地理范围主要分为五个地区:北美、亚太地区、欧洲、中东和非洲、南美洲/中南美洲。北美拥有全球最大的语音分析市场份额之一。政府机构越来越多地采用数字营销和高科技支出等方面预计将推动北美语音分析市场的增长。此外,美国拥有大量语音分析市场参与者,他们越来越注重开发创新解决方案。语音分析市场的一些主要参与者包括 NICE、Verint System Inc.、Avaya Inc. 和 Genesys Te communications 等。所有这些因素都促进了该地区市场的增长。  

 

语音分析市场报告范围

报告属性细节
2023年市场规模23.3亿美元
2031 年市场规模68.6亿美元
全球复合年增长率(2023 - 2031)14.5%
历史数据2021-2022
预测期2024-2031
涵盖的细分市场按组件
  • 解决方案
  • 服务
按部署类型
  • 本地部署
按垂直行业
  • BFSI
  • 媒体和娱乐
  • 信息技术和电信
  • 医疗保健和生命科学
  • 零售及电子商务
  • 其他的
覆盖地区和国家北美
  • 我们
  • 加拿大
  • 墨西哥
欧洲
  • 英国
  • 德国
  • 法国
  • 俄罗斯
  • 意大利
  • 欧洲其他地区
亚太
  • 中国
  • 印度
  • 日本
  • 澳大利亚
  • 亚太其他地区
南美洲和中美洲
  • 巴西
  • 阿根廷
  • 南美洲和中美洲其他地区
中东和非洲
  • 南非
  • 沙特阿拉伯
  • 阿联酋
  • 中东和非洲其他地区
市场领导者和主要公司简介
  • 阿尔玛波
  • 阿瓦亚公司
  • 卡拉布里奥
  • 呼叫矿工
  • 创尼斯
  • 马尔克斯公司
  • 尼斯系统
  • Verint 系统公司
  • 语音基地公司
  • 佐姆国际
  • 示例 PDF 通过定性和定量分析展示了内容结构和信息的性质。

 

语音分析市场新闻和最新动态

语音分析市场是通过收集初级和二级研究后的定性和定量数据来评估的,其中包括重要的公司出版物、协会数据和数据库。以下是创新、业务扩展和战略市场发展的列表:

  • 2023 年 2 月,。 Airtel 和 Nvidia 宣布建立合作伙伴关系,为客户服务部署人工智能驱动的语音分析解决方案。在此次合作中,Airtel 利用 NVIDIANeMo 对话式 AI 工具包和 Nvidia Triton 推理服务器(Nvidia AI Enterprise 软件套件支持的多框架推理服务软件)来开发支持自动语音识别的技术。 (来源:Airtel,新闻稿)
  • 2023 年 7 月,Pegasystems 宣布收购基于云的实时语音分析公司 Qurious.io。此次收购帮助 Pegasystems 增强了其软件产品组合的功能。 (来源:Pegasystems,时事通讯)

 

语音分析市场报告覆盖范围和可交付成果

《语音分析市场规模和预测(2021-2031)》报告提供了涵盖以下领域的市场详细分析:

  • 范围内涵盖的所有关键细分市场的全球、区域和国家级别的语音分析市场规模和预测
  • 市场动态,例如驱动因素、限制因素和关键机遇
  • 语音分析市场趋势
  • 详细的 PEST/波特五力分析和 SWOT 分析
  • 语音分析市场分析涵盖主要市场趋势、全球和、主要参与者、法规和最新市场发展。
  • 语音分析行业格局和竞争分析,涵盖市场集中度、热图分析、知名参与者和最新发展。
  • 详细的公司简介
Report Coverage
Report Coverage

Revenue forecast, Company Analysis, Industry landscape, Growth factors, and Trends

Segment Covered
Segment Covered

This text is related
to segments covered.

Regional Scope
Regional Scope

North America, Europe, Asia Pacific, Middle East & Africa, South & Central America

Country Scope
Country Scope

This text is related
to country scope.

Frequently Asked Questions


Which region dominated the speech analytics market in 2023?

North America dominated the speech analytics market in 2023.

What are the driving factors impacting the speech analytics market?

Increased demand from the BPO sector is the major factors that propel the global speech analytics market.

What are the future trends of the speech analytics market?

The growing use of AI and ML to play a significant role in the global cryocoolers market in the coming years.

Which are the leading players operating in the speech analytics market?

The leading player operating in the global speech analytics market are Almawave, Avaya Inc., Calabrio, CallMiner, Genesys, Marchex, Inc., NICE Systems, Verint Systems Inc., VoiceBase, Inc., ZOOM International, Kwantic, Convin.ai, Salesken AI Inc., Tethr, Gong.io Inc., Clari, Observe.ai, Batvoice, Deepgram, and Castel Communications.

What would be the estimated value of the speech analytics market by 2031?

The global speech analytics market is expected to reach US$ 6.86 billion by 2031.

What is the expected CAGR of the speech analytics market?

The market is expected to register a CAGR of 14.5% during 2023–2031.

The Insight Partners performs research in 4 major stages: Data Collection & Secondary Research, Primary Research, Data Analysis and Data Triangulation & Final Review.

  1. Data Collection and Secondary Research:

As a market research and consulting firm operating from a decade, we have published and advised several client across the globe. First step for any study will start with an assessment of currently available data and insights from existing reports. Further, historical and current market information is collected from Investor Presentations, Annual Reports, SEC Filings, etc., and other information related to company’s performance and market positioning are gathered from Paid Databases (Factiva, Hoovers, and Reuters) and various other publications available in public domain.

Several associations trade associates, technical forums, institutes, societies and organization are accessed to gain technical as well as market related insights through their publications such as research papers, blogs and press releases related to the studies are referred to get cues about the market. Further, white papers, journals, magazines, and other news articles published in last 3 years are scrutinized and analyzed to understand the current market trends.

  1. Primary Research:

The primarily interview analysis comprise of data obtained from industry participants interview and answers to survey questions gathered by in-house primary team.

For primary research, interviews are conducted with industry experts/CEOs/Marketing Managers/VPs/Subject Matter Experts from both demand and supply side to get a 360-degree view of the market. The primary team conducts several interviews based on the complexity of the markets to understand the various market trends and dynamics which makes research more credible and precise.

A typical research interview fulfils the following functions:

  • Provides first-hand information on the market size, market trends, growth trends, competitive landscape, and outlook
  • Validates and strengthens in-house secondary research findings
  • Develops the analysis team’s expertise and market understanding

Primary research involves email interactions and telephone interviews for each market, category, segment, and sub-segment across geographies. The participants who typically take part in such a process include, but are not limited to:

  • Industry participants: VPs, business development managers, market intelligence managers and national sales managers
  • Outside experts: Valuation experts, research analysts and key opinion leaders specializing in the electronics and semiconductor industry.

Below is the breakup of our primary respondents by company, designation, and region:

Research Methodology

Once we receive the confirmation from primary research sources or primary respondents, we finalize the base year market estimation and forecast the data as per the macroeconomic and microeconomic factors assessed during data collection.

  1. Data Analysis:

Once data is validated through both secondary as well as primary respondents, we finalize the market estimations by hypothesis formulation and factor analysis at regional and country level.

  • Macro-Economic Factor Analysis:

We analyse macroeconomic indicators such the gross domestic product (GDP), increase in the demand for goods and services across industries, technological advancement, regional economic growth, governmental policies, the influence of COVID-19, PEST analysis, and other aspects. This analysis aids in setting benchmarks for various nations/regions and approximating market splits. Additionally, the general trend of the aforementioned components aid in determining the market's development possibilities.

  • Country Level Data:

Various factors that are especially aligned to the country are taken into account to determine the market size for a certain area and country, including the presence of vendors, such as headquarters and offices, the country's GDP, demand patterns, and industry growth. To comprehend the market dynamics for the nation, a number of growth variables, inhibitors, application areas, and current market trends are researched. The aforementioned elements aid in determining the country's overall market's growth potential.

  • Company Profile:

The “Table of Contents” is formulated by listing and analyzing more than 25 - 30 companies operating in the market ecosystem across geographies. However, we profile only 10 companies as a standard practice in our syndicate reports. These 10 companies comprise leading, emerging, and regional players. Nonetheless, our analysis is not restricted to the 10 listed companies, we also analyze other companies present in the market to develop a holistic view and understand the prevailing trends. The “Company Profiles” section in the report covers key facts, business description, products & services, financial information, SWOT analysis, and key developments. The financial information presented is extracted from the annual reports and official documents of the publicly listed companies. Upon collecting the information for the sections of respective companies, we verify them via various primary sources and then compile the data in respective company profiles. The company level information helps us in deriving the base number as well as in forecasting the market size.

  • Developing Base Number:

Aggregation of sales statistics (2020-2022) and macro-economic factor, and other secondary and primary research insights are utilized to arrive at base number and related market shares for 2022. The data gaps are identified in this step and relevant market data is analyzed, collected from paid primary interviews or databases. On finalizing the base year market size, forecasts are developed on the basis of macro-economic, industry and market growth factors and company level analysis.

  1. Data Triangulation and Final Review:

The market findings and base year market size calculations are validated from supply as well as demand side. Demand side validations are based on macro-economic factor analysis and benchmarks for respective regions and countries. In case of supply side validations, revenues of major companies are estimated (in case not available) based on industry benchmark, approximate number of employees, product portfolio, and primary interviews revenues are gathered. Further revenue from target product/service segment is assessed to avoid overshooting of market statistics. In case of heavy deviations between supply and demand side values, all thes steps are repeated to achieve synchronization.

We follow an iterative model, wherein we share our research findings with Subject Matter Experts (SME’s) and Key Opinion Leaders (KOLs) until consensus view of the market is not formulated – this model negates any drastic deviation in the opinions of experts. Only validated and universally acceptable research findings are quoted in our reports.

We have important check points that we use to validate our research findings – which we call – data triangulation, where we validate the information, we generate from secondary sources with primary interviews and then we re-validate with our internal data bases and Subject matter experts. This comprehensive model enables us to deliver high quality, reliable data in shortest possible time.

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