對話智慧軟體市場規模、佔有率和成長分析（按部署類型、企業規模、最終用途和地區分類）－2025-2032年產業預測

全球對話智慧軟體市場規模預計在 2023 年達到 108 億美元，從 2024 年的 132.5 億美元成長到 2032 年的 680.8 億美元，在預測期（2025-2032 年）內複合年成長率為 22.7%。

全球對話智慧軟體市場正經歷顯著成長，這主要得益於企業日益重視增強客戶互動、提升整體客戶體驗和提高銷售績效。這些平台利用人工智慧技術，能夠有效率地錄製、轉錄和分析銷售電話和會議，提供寶貴的數據驅動型洞察，從而揭示頂級負責人所採用的有效策略。這有助於開展針對性的銷售指導、提高預測準確性並改善客戶體驗。然而，該市場也面臨著許多挑戰，尤其是在資料隱私和合規性方面，例如《一般資料保護規則》(GDPR) 和《加州消費者隱私法案》(CCPA)。此外，準確的通話轉錄和分析也阻礙了其廣泛應用，因為地區口音和術語可能會影響使用，而成本因素也可能限制中小企業的參與。

全球對話智慧軟體市場促進因素

全球對話智慧軟體市場的關鍵驅動力在於銷售管理方式從依賴經驗法則轉向數據驅動的輔導模式。該軟體透過提供各種銷售對話有效性的客觀洞察，賦能企業。透過分析這些對話，管理者可以辨識成功的策略和需要改進的領域，從而提供更有針對性、更有效的輔導。這種轉變提升了整個銷售團隊的效率，並促進了更有系統的培訓方法。這不僅最大限度地提高了績效，還帶來了更好的客戶參與效果，並改變了全球企業的銷售格局。

全球對話智慧軟體市場的限制因素

全球對話智慧軟體市場面臨許多挑戰，尤其是在隱私保護方面，因為錄製、轉錄和分析客戶互動本身就非常複雜。企業必須應對不同司法管轄區的大量法規，包括類似GDPR的法規，這些法規要求在錄製對話前獲得客戶同意。此外，即使獲得同意，資料管理和隱私權保護方面也存在嚴格的準則。這些監管障礙使得對話智慧解決方案的部署更加複雜，並為企業帶來了必須謹慎應對的挑戰，以確保在遵守法律要求的同時，也能保障客戶隱私。

全球對話智慧軟體市場趨勢

全球對話智慧軟體市場正經歷著從傳統的通話後分析轉向即時輔助的重大轉變。企業越來越重視為銷售負責人提供即時支持，以便他們在與客戶互動時獲得可操作的洞察、提案和相關資訊。這種轉變不僅提高了銷售效率，也提升了客戶滿意度，因為負責人可以即時解答客戶的任何問題或疑慮。隨著企業逐漸意識到即時功能的價值，對先進的AI驅動型對話智慧解決方案的需求預計將會成長，從而重塑客戶參與格局。

目錄

介紹

• 調查目標
• 調查範圍
• 定義

調查方法

• 資訊收集
• 二手資料和一手資料方法
• 市場規模預測
• 市場假設與限制

執行摘要

• 全球市場展望
• 供需趨勢分析
• 細分市場機會分析

市場動態與展望

• 市場概覽
• 市場規模
• 市場動態
  • 促進因素和機遇
  • 限制與挑戰
• 波特分析

關鍵市場考察

• 關鍵成功因素
• 競爭程度
• 關鍵投資機會
• 市場生態系統
• 市場吸引力指數（2024）
• PESTEL 分析
• 總體經濟指標
• 價值鏈分析
• 定價分析

對話智慧軟體市場規模（按部署方式和複合年成長率分類）（2025-2032 年）

• 市場概覽
• 雲端基礎的（SaaS）
• 本地部署

對話智慧軟體市場規模（依公司規模及複合年成長率分類）（2025-2032 年）

• 市場概覽
• 主要企業
• 小型企業

對話智慧軟體市場規模（依最終用途分類）及複合年成長率（2025-2032 年）

• 市場概覽
• 資訊科技/通訊
• 銀行、金融和保險業 (BFSI)
• 零售與電子商務
• 衛生保健
• 教育

對話智慧軟體市場規模及複合年成長率（2025-2032）

• 北美洲
  • 美國
  • 加拿大
• 歐洲
  • 德國
  • 西班牙
  • 法國
  • 英國
  • 義大利
  • 其他歐洲地區
• 亞太地區
  • 中國
  • 印度
  • 日本
  • 韓國
  • 亞太其他地區
• 拉丁美洲
  • 巴西
  • 其他拉丁美洲地區
• 中東和非洲
  • 海灣合作理事會國家
  • 南非
  • 其他中東和非洲地區

競爭資訊

• 前五大公司對比
• 主要企業的市場定位（2024 年）
• 主要市場參與者所採取的策略
• 近期市場趨勢
• 公司市佔率分析（2024 年）
• 主要企業公司簡介
  • 公司詳情
  • 產品系列分析
  • 依業務板塊進行公司股票分析
  • 2022-2024年營收年比比較

主要企業簡介

• Gong.io Ltd.（United States）
• CallMiner（United States）
• Chorus by ZoomInfo（United States）
• Clari（United States）
• Salesloft（United States）
• Uniphore（United States）
• Verint Systems Inc.（United States）
• Observe.AI（United States）
• Avoma（United States）
• Fireflies.ai（United States）
• Jiminny（United Kingdom）
• NICE Ltd.（Israel）
• Calabrio, Inc.（United States）
• Cresta（United States）
• Convin AI（India）
• Otter.ai（United States）
• Zendesk, Inc.（United States）
• Qualtrics International Inc.（United States）
• Marchex（United States）
• Cognigy（Germany）

結論與建議

Global Conversation Intelligence Software Market size was valued at USD 10.8 billion in 2023 and is poised to grow from USD 13.25 billion in 2024 to USD 68.08 billion by 2032, growing at a CAGR of 22.7% during the forecast period (2025-2032).

The global conversation intelligence software market is experiencing significant growth, driven by businesses' heightened focus on enhancing customer interactions and refining the overall customer experience, alongside boosting sales performance. Leveraging AI technology, these platforms efficiently record, transcribe, and analyze sales calls and meetings, providing invaluable, data-driven insights that highlight effective strategies employed by top-performing sales representatives. This facilitates targeted sales coaching, improved forecasting, and enhanced customer experiences. Nevertheless, the market faces notable challenges, particularly concerning data privacy and regulatory compliance, such as GDPR and CCPA. Additionally, accurately transcribing and analyzing calls can be hindered by regional accents and specialized jargon, while cost considerations may restrict access for smaller enterprises, presenting barriers to widespread adoption.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Conversation Intelligence Software market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Global Conversation Intelligence Software Market Segments Analysis

Global Conversation Intelligence Software Market is segmented by Deployment, Enterprise Size, End Use and region. Based on Deployment, the market is segmented into Cloud-Based (SaaS) and On-Premise. Based on Enterprise Size, the market is segmented into Large Enterprises and Small & Medium-sized Enterprises. Based on End Use, the market is segmented into IT & Telecom, BFSI, Retail & E-commerce, Healthcare and Education. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.

Driver of the Global Conversation Intelligence Software Market

A significant catalyst for the Global Conversation Intelligence Software market is the shift from relying on anecdotal evidence to embracing data-driven coaching methods in sales management. This software empowers organizations by delivering objective insights into the effectiveness of various sales conversations. By analyzing these interactions, managers can identify successful strategies and areas needing improvement, allowing them to provide targeted and impactful coaching. This transition enhances the overall effectiveness of sales teams, facilitating a more systematic approach to training that maximizes performance and drives better results in customer engagements, thereby transforming the sales landscape for organizations worldwide.

Restraints in the Global Conversation Intelligence Software Market

The Global Conversation Intelligence Software market faces significant challenges related to privacy considerations, particularly due to the complexities of recording, transcribing, and analyzing customer interactions. Companies must navigate a myriad of regulations across various jurisdictions, such as those akin to GDPR, which mandate obtaining consent for such conversations. Additionally, there are stringent guidelines surrounding data management and privacy safeguards that persist even after consent is granted. These regulatory barriers complicate the implementation of conversation intelligence solutions, creating impediments that organizations must carefully manage to comply with legal requirements while also ensuring the protection of customer privacy.

Market Trends of the Global Conversation Intelligence Software Market

The global conversation intelligence software market is experiencing a significant trend towards real-time assistance, moving away from traditional post-call analysis. Companies are increasingly prioritizing the provision of in-the-moment support for sales representatives, enabling them to receive actionable insights, suggestions, and relevant information while engaging with customers. This transition not only enhances the effectiveness of sales interactions but also improves customer satisfaction by ensuring that representatives are equipped to address questions and concerns instantaneously. As organizations recognize the value of real-time capabilities, the demand for advanced, AI-driven conversation intelligence solutions is expected to grow, reshaping the landscape of customer engagement.

Table of Contents

Introduction

• Objectives of the Study
• Scope of the Report
• Definitions

Research Methodology

• Information Procurement
• Secondary & Primary Data Methods
• Market Size Estimation
• Market Assumptions & Limitations

Executive Summary

• Global Market Outlook
• Supply & Demand Trend Analysis
• Segmental Opportunity Analysis

Market Dynamics & Outlook

• Market Overview
• Market Size
• Market Dynamics
  • Drivers & Opportunities
  • Restraints & Challenges
• Porters Analysis
  • Competitive rivalry
  • Threat of substitute
  • Bargaining power of buyers
  • Threat of new entrants
  • Bargaining power of suppliers

Key Market Insights

• Key Success Factors
• Degree of Competition
• Top Investment Pockets
• Market Ecosystem
• Market Attractiveness Index, 2024
• PESTEL Analysis
• Macro-Economic Indicators
• Value Chain Analysis
• Pricing Analysis

Global Conversation Intelligence Software Market Size by Deployment & CAGR (2025-2032)

• Market Overview
• Cloud-Based (SaaS)
• On-Premise

Global Conversation Intelligence Software Market Size by Enterprise Size & CAGR (2025-2032)

• Market Overview
• Large Enterprises
• Small & Medium-sized Enterprises

Global Conversation Intelligence Software Market Size by End Use & CAGR (2025-2032)

• Market Overview
• IT & Telecom
• BFSI
• Retail & E-commerce
• Healthcare
• Education

Global Conversation Intelligence Software Market Size & CAGR (2025-2032)

• North America (Deployment, Enterprise Size, End Use)
  • US
  • Canada
• Europe (Deployment, Enterprise Size, End Use)
  • Germany
  • Spain
  • France
  • UK
  • Italy
  • Rest of Europe
• Asia Pacific (Deployment, Enterprise Size, End Use)
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
• Latin America (Deployment, Enterprise Size, End Use)
  • Brazil
  • Rest of Latin America
• Middle East & Africa (Deployment, Enterprise Size, End Use)
  • GCC Countries
  • South Africa
  • Rest of Middle East & Africa

Competitive Intelligence

• Top 5 Player Comparison
• Market Positioning of Key Players, 2024
• Strategies Adopted by Key Market Players
• Recent Developments in the Market
• Company Market Share Analysis, 2024
• Company Profiles of All Key Players
  • Company Details
  • Product Portfolio Analysis
  • Company's Segmental Share Analysis
  • Revenue Y-O-Y Comparison (2022-2024)

Key Company Profiles

• Gong.io Ltd. (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• CallMiner (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Chorus by ZoomInfo (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Clari (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Salesloft (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Uniphore (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Verint Systems Inc. (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Observe.AI (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Avoma (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Fireflies.ai (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Jiminny (United Kingdom)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• NICE Ltd. (Israel)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Calabrio, Inc. (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Cresta (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Convin AI (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Otter.ai (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Zendesk, Inc. (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Qualtrics International Inc. (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Marchex (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Cognigy (Germany)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments

Conclusion & Recommendations