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市場調查報告書
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1643087

語音分析-市場佔有率分析、產業趨勢與統計、成長預測（2025-2030）

Voice Analytics - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2025 - 2030)
出版日期: | 出版商: Mordor Intelligence | 英文 120 Pages | 商品交期: 2-3個工作天內

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簡介目錄

預測期內語音分析市場預計將實現 15% 的複合年成長率

語音分析-市場-IMG1

關鍵亮點

  • 隨著網際網路及其支援的各種技術應用的擴展，企業評估大量資料以獲取關鍵見解變得越來越困難。為了從資料中獲取商業洞察力，多年來公司已經開發了許多分析方法和工具。
  • 語音分析在客服中心的應用最為廣泛，利用員工和呼叫者之間的結構化和非結構化互動來提供相關資訊。其他潛在應用包括生物聲學、心理健康以及銀行和金融市場。
  • 此外，與僅分析所說的內容而不分析說的方式的語音分析不同，語音分析可用於透過分析語音模式的發聲特徵（例如音節音高、節奏、聲調和韻律）來監控音訊語音筆記。例如，在顧客關懷場景中，語音分析可以偵測髒話、不正確的字詞和音調，如果偵測到此類異常，演算法就會將通話轉接給供電督導。
  • 與醫療保健領域類似，語音分析被用於監測患者的憂鬱症和其他心理健康問題。例如，根據世界衛生組織（WHO）的數據，2021年全球將有超過2.8億人罹患憂鬱症。因此，許多供應商正在投資語音分析市場，以抓住醫療保健產業的成長機會。
  • 此外，2022 年 4 月，Instreamatic 推出了用於快速客戶溝通和即時情緒分析的語音 AI 平台 Speaky。這種新的多對一通訊解決方案允許客戶在任何實體或數位品牌接觸點留下快速語音訊息，快速輕鬆地向品牌和內容創作者表明自己的身份。
  • 由於這些案例，許多跨行業的組織都在考慮採用語音分析來了解他們的用戶，並利用資料、社群媒體資料和其他企業聯合組織資料等資料來源。此外，具有複雜 IT 結構的公司需要整合的行銷、CRM、銷售支援等解決方案，由於它們減少了相容性問題，因此對內部部署解決方案的需求可能會增加，但雲端解決方案增加的可擴展性和靈活性可能有助於推動雲端部署的成長。
  • 疫情期間，銷售和行銷對語音分析的需求將改善客戶服務，進而推動市場成長。新技術的採用和業務向線上模式的轉變將鼓勵企業採用通訊分析解決方案。隨著語音分析的使用增加，這一趨勢仍在繼續，進一步幫助根據先前購買的評論和回饋來鎖定合適的客戶。

語音分析市場趨勢

應用程式推動市場成長

  • 在 IT 等行業中，公司正在利用最先進的客服中心和分析解決方案，例如行為預測語音分析 (BPVA)，來預測哪些求職者更有可能成功。 BPVA 技術透過結合語音分析、人工智慧、訊號處理和心理學的創新技術，充分利用表徵行為和性格特徵模式的潛力，依靠語音元素提供可從中獲取洞察力的資料來源。
  • 最近的趨勢也顯示了語音分析在檢測帕金森氏症患者中的應用，因為許多被診斷出患有帕金森氏症的人都有言語和聲音障礙。透過分析患者的聲音樣本，可以確定該人是否患有帕金森氏症。例如，Cogita Corporation 利用其社交訊號處理平台開發了一種廉價、可擴展的語音分析解決方案。
  • 此外，與金融業類似，許多市場參與企業（包括分析師和機構投資者）都未能發現金融詐騙，因此各組織尋求能夠及時報告此類金融詐騙的解決方案的趨勢日益增強。

北美佔據主要市場佔有率

  • 由於數位行銷支出增加、中央情報局 (CIA) 的技術支出增加以及該地區對精神疾病治療的日益關注等因素，北美佔據了語音分析的大部分佔有率。
  • 中央情報局等機構正在積極資助能夠幫助其追蹤恐怖分子和外國間諜活動的想法。如此一來，此類案例就為積極創新現有語音分析解決方案的矽谷新興企業提供了機會，以開發創新且引人注目的解決方案。 VoiceBase 是一家美國新興企業，提供語音分析平台，可分析電話呼叫的音訊資料，並使用人工智慧預測分析對通話進行分類並確定用戶意圖。它還使用機器學習功能來預測未來的行為。
  • 根據美國美國五分之一的成年人患有不同程度的精神疾病，從輕度到中度再到重度，並且許多疾病缺乏足夠的分析測試來得出有關患者行為模式的結論。
  • 由於精神疾病如此普遍，語音分析技術發揮至關重要的作用，透過分析語音資料來提高疾病檢測的準確性，有助於檢測這些疾病。
  • 此外，政府對人工智慧和機器學習技術的投資不斷增加，進一步開啟了可進行情緒分析的互動式語音應答技術的市場。例如，聖馬刁縣稅務局正在使用先進的互動式語音應答系統，幫助呼叫者更有效地檢查他們的財產稅並繳納更多稅款。

語音分析產業概覽

多通路環境中語音的重要性、風險管理、合規性強調以及競爭性市場情報正在推動語音分析市場的需求。為了滿足需求並佔領市場佔有率，行業供應商正在利用先進的演算法和技術進行協作和產品創新。

2022年10月，對話式人工智慧和自動化供應商GITEX Global Uniphore與全球改善和簡化溝通與協作解決方案供應商Avaya建立策略合作夥伴關係，為中東和非洲的用戶推出整合對話式人工智慧和通訊平台。

其他福利

  • Excel 格式的市場預測 (ME) 表
  • 3 個月的分析師支持

目錄

第 1 章 簡介

  • 調查結果
  • 調查前提
  • 研究範圍

第2章調查方法

第3章執行摘要

第4章 市場動態

  • 市場概況
  • 市場促進因素
  • 市場限制
  • 價值鏈分析
  • 波特五力分析
    • 新進入者的威脅
    • 購買者和消費者的議價能力
    • 供應商的議價能力
    • 替代品的威脅
    • 競爭對手之間的競爭強度
  • COVID-19 工業影響評估

第5章 市場區隔

  • 成分
    • 解決方案
    • 服務
  • 擴張
    • 雲
    • 本地
  • 組織規模
    • 中小型企業
    • 大型企業
  • 應用
    • 健康監測
    • 情緒分析
    • 銷售與行銷
    • 風險和詐欺偵測
    • 通話監控
  • 按最終用戶產業
    • 零售與電子商務
    • 電信和 IT
    • BFSI
    • 醫療
    • 政府和國防
    • 其他最終用戶產業
  • 地區
    • 北美洲
      • 美國
      • 加拿大
    • 歐洲
      • 德國
      • 英國
      • 法國
      • 歐洲其他地區
    • 亞太地區
      • 印度
      • 中國
      • 日本
      • 其他亞太地區
    • 拉丁美洲
      • 巴西
      • 阿根廷
      • 其他拉丁美洲國家
    • 中東和非洲
      • 阿拉伯聯合大公國
      • 沙烏地阿拉伯
      • 其他中東和非洲地區

第6章 競爭格局

  • 公司簡介
    • ThoughtSpot, Inc.
    • Verint Systems
    • VoiceBase, Inc.
    • Avaya
    • VoiceSense Ltd
    • Uniphore
    • Talkdesk
    • audEERING GmbH
    • RankMiner, Inc.
    • SESTEK
    • Beyond Verbal
    • Invoca, Inc.

第7章投資分析

第8章 市場機會與未來趨勢

簡介目錄
Product Code: 69643

The Voice Analytics Market is expected to register a CAGR of 15% during the forecast period.

Voice Analytics - Market - IMG1

Key Highlights

  • With the expansion of the internet and the different technical applications that support it, it is becoming increasingly difficult for companies to evaluate the massive volume of data in order to gain some significant insight. Many analytical approaches and tools have been developed throughout the years by organizations to examine and get business insights from data.
  • The most extensively used use of voice analytics is in call centers, where it delivers relevant information by leveraging both structured and unstructured interactions between employees and callers. Other probable applications include bioacoustics, mental healthcare, banking and finance markets, and so on.
  • Furthermore, unlike speech analytics, which just analyzes what is spoken but not how it is spoken, voice analytics might be used to monitor audio voice notes by analyzing audio patterns for vocal features such as syllable pitch, tempo, tone, and rhythm. For example, in a customer care situation, voice analytics would be able to detect profanity, incorrect language, and pitch, and the algorithm would route the call to a supervisor if such anomalies were detected.
  • As with the healthcare sector, voice analytics is used to monitor patients with depression and another mental health issues. For instance, According to the World Health Organization, in 2021, more than 280 million people worldwide will suffer from depression. This is attracting many vendors to invest in the voice analytics market to cater to the growing opportunity in the healthcare industry.
  • Furthermore, in April 2022, Instreamatic introduced Speaky, the voice AI platform for quick customer communication and real-time sentiment analysis. With the help of this, customers can rapidly and easily communicate themselves to brands or content creators by leaving brief audio messages at any physical or digital brand touchpoint with the new many-to-one communication solution.
  • Owing to these instances, many organizations across industries are considering deploying voice analytics leveraging data sources such as recorded data, social media data, and other syndicate data to understand its users. Also, there's been a trend with the demand for an on-premise solution as companies deal with complex IT structures that require integrated solutions such as marketing, CRM, and sales support, among others which allows them to mitigate compatibility issues, however with the added scalability and flexibility of cloud solutions would leverage the growth of cloud deployments.
  • During the pandemic, the demand for voice analytics in sales and marketing improved customer service drives the market growth. The adoption of new technologies and the transition of enterprises to the online mode stimulates companies to implement communication analytics solutions. The trend continues, the voice analysis usage increased and further helped to target the right customers based on their reviews and feedback about their previous purchases.

Voice Analytics Market Trends

Applications driving the growth of the market

  • Organizations across industries such as IT are leveraging their cutting-edge contact centers with analytical solutions such as Behavioral Predictive Voice Analytics (BPVA) that enable it to predict which potential job candidates are very likely to succeed. The BPVA technology relies on the vocal elements to provide a completely new data source from which insights can be gleaned, leveraging its potential to characterize behavioral and personality trait patterns through the innovation of combining voice analytics, AI, signal processing, and psychology.
  • Also, recent trends have shown the application of voice analytics to detect Parkinson's disease in patients, as with most cases, people diagnosed with Parkinson's disease have speech or voice disorders. By analyzing the voice samples of the people, the solution would confirm whether or not the person suffers from the disease. For instance, Cogita Corporation, using its Social Signal Processing platform, developed an inexpensive, scalable voice analytics solution that is able to access cues from individuals' natural speech to provide non-invasive monitoring for psychological issues.
  • Furthermore, as with the financial industry, with many market participants, including analysts, and institutional investors failing in the detection of financial frauds, there's been growing trends with organizations looking for solutions that can timely report such financial frauds, with the ability of voice analytics to analyze verbal-linguistic cues and non-verbal cues drive the growth of the Voice Analytics Market.

North America to Hold Major Market Share

  • North America holds a major share of voice analytics owing to factors such as the increase in digital marketing spending, Central Intelligence Agency's increased technology spending, and increased focus on treating mental illness in the region, among others.
  • Agencies, like the CIA, are actively funding ideas that might help track terrorists and foreign spy activity. Thereby such an instance opens the opportunity for Silicon Valley startups that are actively innovating the existing voice analytics solutions to develop innovative and attractive solutions. VoiceBase, a startup based in the United States, provides a voice analytics platform that analyses vocal data from calls and categorizes calls using AI predictive analytics and determines the user's intent. Additionally, it also predicts future behavior using its machine learning capabilities.
  • According to the National Institute of Mental Health(NIH), in the United States, nearly 1 in 5 adults suffer from mental illness with varying degrees of severity ranging from mild to moderate to severe, with many illnesses having no proper analytics tests that conclude the behavioral patterns among patients.
  • Owing to such prevalence of mental illnesses, voice analytics technologies are playing an important role, aiding in the detection of these diseases by increasing the sophistication and accuracy of the illness detection by analyzing the vocal data of the conversation.
  • Also, the growing investment by governments for the adoption of AI and machine learning technologies is further developing the market for interactive voice response technology that is able to perform sentiment analyses. For instance, San Mateo County's tax collector's office has adopted an advanced interactive voice response system that will allow callers to more efficiently review and pay their property taxes more.

Voice Analytics Industry Overview

The importance of voice in a multichannel environment, risk management, a focus on compliance, and competitive market intelligence have all contributed to a growth in demand for the speech analytics market. To counter demand and gain market share, industry vendors are working on collaborations and product innovations that use advanced algorithms and technologies.

In October 2022, GITEX Global Uniphore, a provider of Conversational AI and Automation, at GITEX Global 2022, formed a strategic collaboration with Avaya, a global provider of solutions to improve and simplify communications and collaboration, to introduce its integrated Conversational AI and communications platform to users throughout the Middle East and African (MEA) region.

Additional Benefits:

  • The market estimate (ME) sheet in Excel format
  • 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 Study Deliverables
  • 1.2 Study Assumptions
  • 1.3 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET DYNAMICS

  • 4.1 Market Overview
  • 4.2 Market Drivers
  • 4.3 Market Restraints
  • 4.4 Value Chain Analysis
  • 4.5 Porter's Five Forces Analysis
    • 4.5.1 Threat of New Entrants
    • 4.5.2 Bargaining Power of Buyers/Consumers
    • 4.5.3 Bargaining Power of Suppliers
    • 4.5.4 Threat of Substitute Products
    • 4.5.5 Intensity of Competitive Rivalry
  • 4.6 Assesment of the Impact of COVID-19 on the Industry

5 MARKET SEGMENTATION

  • 5.1 Component
    • 5.1.1 Solution
    • 5.1.2 Services
  • 5.2 Deployment
    • 5.2.1 Cloud
    • 5.2.2 On-premise
  • 5.3 Organization Size
    • 5.3.1 Small and Medium-sized Enterprises
    • 5.3.2 Large Enterprises
  • 5.4 Application
    • 5.4.1 Health Monitoring
    • 5.4.2 Sentiment Analysis
    • 5.4.3 Sales & Marketing
    • 5.4.4 Risk & Fraud Detection
    • 5.4.5 Call monitoring
  • 5.5 End-user Vertical
    • 5.5.1 Retail & E-commerce
    • 5.5.2 Telecom & IT
    • 5.5.3 BFSI
    • 5.5.4 Healthcare
    • 5.5.5 Government & Defence
    • 5.5.6 Other End-user Verticals
  • 5.6 Geography
    • 5.6.1 North America
      • 5.6.1.1 United States
      • 5.6.1.2 Canada
    • 5.6.2 Europe
      • 5.6.2.1 Germany
      • 5.6.2.2 United Kingdom
      • 5.6.2.3 France
      • 5.6.2.4 Rest of Europe
    • 5.6.3 Asia-Pacific
      • 5.6.3.1 India
      • 5.6.3.2 China
      • 5.6.3.3 Japan
      • 5.6.3.4 Rest of Asia-Pacific
    • 5.6.4 Latin America
      • 5.6.4.1 Brazil
      • 5.6.4.2 Argentina
      • 5.6.4.3 Rest of Latin America
    • 5.6.5 Middle East and Africa
      • 5.6.5.1 United Arab Emirates
      • 5.6.5.2 Saudi Arabia
      • 5.6.5.3 Rest of Middle East and Africa

6 COMPETITIVE LANDSCAPE

  • 6.1 Company Profiles
    • 6.1.1 ThoughtSpot, Inc.
    • 6.1.2 Verint Systems
    • 6.1.3 VoiceBase, Inc.
    • 6.1.4 Avaya
    • 6.1.5 VoiceSense Ltd
    • 6.1.6 Uniphore
    • 6.1.7 Talkdesk
    • 6.1.8 audEERING GmbH
    • 6.1.9 RankMiner, Inc.
    • 6.1.10 SESTEK
    • 6.1.11 Beyond Verbal
    • 6.1.12 Invoca, Inc.

7 INVESTMENT ANALYSIS

8 MARKET OPPORTUNITIES AND FUTURE TRENDS