语音分析市场分析报告 - 规模、份额和 2031 年预测

  • Report Code : TIPTE100000186
  • Category : Technology, Media and Telecommunications
  • Status : Upcoming
  • No. of Pages : 150
Buy Now

[研究报告]语音分析市场规模预计将从2022年的21.3亿美元增长到2030年的60.9亿美元;预计 2022 年至 2030 年复合年增长率为 14.0%。

分析师观点:

< /h3>

近年来,在技术进步、移动金融应用语音身份验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。

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、提及的产品和呼叫者情绪等信息。它使企业能够根据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出于节省成本的目的。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。

战略见解

市场驱动力:

BPO 行业需求增加,推动市场增长

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、得出可操作的见解、在关注的领域提出危险信号、在代理 QA 流程中提供帮助等等。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有助于培训 BPO 代理:领域知识,分析跨多个标签的呼叫处理并提高首次呼叫解决率。 BPO 语音分析工具还持续监控座席的表现,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。此外,客户支持呼叫中心的一些好处包括:

  • 更好地了解客户及其问题
  • 改善使用客户数据提供的支持质量
  • 了解客户的真实意图并预测他们的需求
  • 简化 BPO 流程并降低运营呼叫中心的成本
  • span>
  • 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。

市场报告细分和范围:

< /span>

“语音分析市场”根据组件、部署、行业和地理位置进行细分。根据组件,市场分为解决方案和服务。根据部署,市场分为本地和云。根据行业,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。该市场根据地理位置分为北美、欧洲、亚太地区、中东和中东地区。非洲和南美洲。

语音分析市场细分分析:

根据部署,语音分析市场分为本地和云。由于其比本地解决方案提供的成本优势,预计语音分析市场中的云部分在预测期内将以最高的复合年增长率增长。基于云的解决方案不需要在公司网络上安装任何硬件或软件,并且几乎不需要 IT 部门的参与,包括维护时间。与本地解决方案相比,基于云的解决方案也更加灵活,并且可以在一周内完成部署。此外,基于云的语音分析在各个领域提供了多种优势,例如转录准确性、创新、可扩展性、安全性、成本节约等。

区域分析:

2022 年北美语音分析市场估值为 XX 亿美元,预计到 2030 年将达到 XX 亿美元;预计在预测期内复合年增长率为 XX%。北美拥有全球最大的语音分析市场份额之一。北美地区各行业的高科技采用趋势推动了语音分析市场的增长。数字营销的采用增加和政府机构的高科技支出等因素预计将推动北美语音分析市场的增长。此外,美国和加拿大等发达经济体对研发的高度重视,迫使北美企业将技术先进的解决方案引入市场。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是 NICE; Verint 系统公司;阿瓦亚公司;和 Genesys 电信等。所有这些因素都促进了该地区市场的增长。

主要参与者分析:

语音分析市场分析包括以下参与者很好; Verint 系统公司;阿瓦亚公司;创惟科技电信; Callminer 公司;雷神BBN技术公司;开放文本公司;卡拉布里奥公司;语音基地公司; Amazon Web Services, Inc. 是报告中介绍的语音分析市场主要参与者之一。

最新动态:

< /p>

市场上的公司高度采用并购等无机和有机策略。下面列出了最近的一些关键市场发展:

  • 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。在此次合作下,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。< li>2023 年 5 月,Canary Speech 宣布与微软合作,应用人工智能技术扩展其医疗保健机器学习语音模型。根据此次合作,Canary 将成为 Microsoft 医疗保健云联合销售合作伙伴,并利用 Microsoft 的 AI 加速语音分析技术,以降低医疗保健成本、解决心理健康挑战并扩展远程患者监控解决方案。
  • 2022 年 11 月,Verint 宣布 Startek 利用 Verint 语音分析解决方案从公司每年超过 5 亿次的客户互动中获取见解。部署 Verint 语音分析使 Startek 能够从呼叫采样转向更全面的方法,包括通过高级语音分析识别呼叫驱动因素和根本原因、转录 80% 以上的通话录音以分析新兴趋势、识别机会领域,以及查明客户关注的问题。
  • 2022 年 6 月,Aural Analytics, Inc. 与 Koneksa 建立合作伙伴关系,利用 Aural Analytics 的技术增强其平台和研究能力。技术,言语生命。此次合作增强了 Aural Analytics 在整个研究生态系统中的影响力,并推进了其开发临床级语音分析的使命。
  • 2021 年 1 月,Pegasystems 宣布收购 Qurious.io,这是一家云计算公司。基于实时语音分析。此次收购帮助 Pegasystems 为其软件产品组合增添了功能。
  • 2020 年 12 月,RingCentral 宣布收购人工智能语音分析初创公司 DeepAffects,将人工智能语音分析引入其统一通信和联络中心。< /span>
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.

The List of Companies

1. Almawave
2. Avaya Inc
3. Calabrio
4. CallMiner
5. Genesys
6. Marchex, Inc.
7. NICE Systems
8. Verint Systems Inc.
9. VoiceBase, Inc.
10. ZOOM International

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.

Your data will never be shared with third parties, however, we may send you information from time to time about our products that may be of interest to you. By submitting your details, you agree to be contacted by us. You may contact us at any time to opt-out.

Related Reports