The global speech analytics market was valued at USD 626.2 million in 2020 and is anticipated to reach USD 1.62 million by 2028, expanding at a CAGR of 10 % during the forecast period, 2021 – 2028. The growth of the market is attributed to its large number of applications in the BFSI and IT & telecom industry.
Speech analytics is the process of examining recorded calls to collect customer information to improve future interaction and communication. The process is majorly used by customer contact centers to collect information buried in client interactions with the organization.
The report on the speech analytics market includes an assessment of the market, trends, segments, and regional markets. Overview and dynamics have also been included in the report.
Attributes |
Details |
Report Title |
Global Speech Analytics Market - Global Industry Analysis, Growth, Share, Size, Trends, and Forecast |
Base Year |
2020 |
Historic Data |
2018–2019 |
Forecast Period |
2021–2028 |
Segmentation |
Types (Solution and Service), Deployments (On-Premise and Cloud-based), Enterprise Size (Small & Medium Enterprise (SMEs) and Large Enterprise), End-Uses (Telecom, IT, BFSI, Retail, Healthcare, Hospitality, Government, and Others), and Regions |
Regional Scope |
Asia Pacific, North America, Latin America, Europe, and Middle East & Africa |
Report Coverage |
Company Share, Market Analysis and Size, Competitive Landscape, Growth Factors, and Trends, and Revenue Forecast |
Key Players Covered in the Report |
Verint Systems, Avaya Inc., Genesys, Nice Systems, Nexidia, and Call Miner |
Based on types, the global speech analytics market is bifurcated into solution and service. Speech analytic solution is opted by several contact centers worldwide for applications in agent performance, compliance management, customer experience management, and market intelligence. The solution segment is expected to expand at a robust CAGR during the forecast period.
The service segment is expected to expand at a substantial CAGR of 8% during the forecast period. The market provides a wide range of solutions. Services are essential to manage these solutions and help organizations improve their business process to maintain their position in this competitive landscape.
On the basis of deployments, the global speech analytics market is fragmented as on-premise and cloud-based. The on-premise segment is anticipated to expand at a high CAGR during the forecast period. The on-premise segment offers efficient control over the data and system. However, this deployment method requires trained staff for support & maintenance and is costly. Hence, the on-premise segment growth is expected to be slow as compared to the cloud segment.
The cloud-based segment is projected to expand at a rapid pace during the forecast period. Accessibility of cloud deployment for speech analytics solutions has increased the demand across several verticals such as IT, telecom, media & entertainment, and BFSI.
In terms of enterprise size, the global speech analytics market is bifurcated into small & medium enterprise (SMEs) and large enterprise. The SMEs segment is estimated to expand at a considerable CAGR of 8% during the forecast period. This is attributed to high adoption of speech analytics solutions in security systems as well as in enhancing customer experience.
Small and medium-sized businesses are primarily dependent on web-enabled applications and services to run their business. Moreover, rising demand for cloud analytics in SMEs is driving the market.
Based on end-uses, the global speech analytics market is segregated as telecom, IT, BFSI, retail, healthcare, hospitality, government, and others. The telecom segment is expected to expand at a substantial CAGR during the forecast period. In the telecom sector, speech analytics helps to gain a hold over infrastructure and easily resolves issues, thereby increasing productivity, saving time & money, and decreasing stress.
The IT industry is expected to increase the demand for speech analytics, due to increasing adoption of speech tools in BPOs. Moreover, introduction of technologically advanced tools to improve customer experience is projected to boost the market.
On the basis of regions, the global speech analytics market is classified as Asia Pacific, North America, Latin America, Europe, and Middle East & Africa. The market in North America is estimated to expand at a robust CAGR during the forecast period. Growth of the market is attributed to presence of major players in the region, mainly in the US.
The market in Asia Pacific is expected to expand at a CAGR of over 7% during the forecast period.
The global speech analytics market has been segmented on the basis of
Key players in the global speech analytics market include Verint Systems, Avaya Inc., Genesys, Nice Systems, Nexidia, and Call Miner. Major players in the market are investing majorly in R&D to improve technological capability and accuracy of their products. The players are focusing on strategic alliances to gain a competitive advantage in the market.
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