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Speech Analytics Market Research Report Information By Type (Services, Solution), By Deployment Type (Cloud, On-Premises), By End-User (BFSI, Government, Healthcare, Retail, IT), By Organization Size (Large Enterprises, Small & Medium Enterprises) And By Region (North America, Europe, Asia-Pacific, And Rest Of The World) –Market Forecast Till 2032.

ID: MRFR/ICT/1525-HCR | 100 Pages | Author: Ankit Gupta| April 2024

Speech Analytics Market Overview

Speech Analytics Market Size was valued at USD 1.8 billion in 2022. The Speech Analytics market industry is projected to grow from USD 2.16 Billion in 2023 to USD 9.5 billion by 2032, exhibiting a compound annual growth rate (CAGR) of 20.38% during the forecast period (2023 - 2032). The growing need for speech analytics to better fraud detection, the development of speech analytics to improve contact centre operations, and the growth of speech-based biometric technologies are the key market drivers enhancing the market growth.

Speech Analytics Market Overview

Source: Secondary Research, Primary Research, MRFR Database and Analyst Review

Speech Analytics Market Trends

Growing use in telecom industry is driving the market growth

The growing use in the telecom industry is driving market CAGR for speech analytics. The telecom sector is predicted to be more profitable regarding the implementation of voice analytics. Due to the large volume of data, it can be challenging to analyze recorded calls accurately and manually. Yet, speech analytics may now quickly and cheaply examine and assess many call recordings. Additional advantages of speech analytics, such as less fraud, better service, enhanced customer pleasure, reduced risk, and higher profitability, have improved customer experience (CX), customer acquisition, and customer retention.

Moreover, contact centers for telecom firms are implementing cloud-based voice analytics to obtain real-time information on customer journeys and identify consumer patterns, behaviors, and trends. With speech analytics, thorough data processing has caused contact and call centers to change into profitable areas. With speech analytics, organizations can quickly extract all of the hidden meanings from customer discussions, improving their understanding of client demands and enabling them to predict future changes correctly. The need for speech analytics is anticipated to increase as businesses face increasing pressure to protect their intellectual property from increasing their operations' effectiveness and agility.

Moreover, speech analytics enables high-level evaluations and has all the information necessary to identify useful insights through large-scale discovery. Real-time speech analytics provides agents the next best actionable advisory message once client encounters are registered and assessed, increasing operational efficiency. Due to these benefits, the speech analytics market is anticipated to expand significantly throughout the projected period.

Speech analytics—also known as "conversation intelligence"—continues to expand steadily as businesses look for and implement technologies that enable large growth at reasonable costs and rapid returns on investment. In addition to collecting and organizing data, speech analytics allows businesses to improve in all areas, from a client and customer care to sales and marketingThus, driving the Speech Analytics market revenue.

Speech Analytics Market Segment Insights

Speech Analytics Type Insights

The speech analytics market segmentation, based on type, includes services and solutions. The solution segment dominated the market due to the expanding use of speech analytics software in contact centers, the demand for reporting and visualization tools in the retail sector, the growing demand for customer experience and engagement technologies, and the growing need to understand what customers want and require.

Speech Analytics Deployment Type Insights

Based on deployment type, the speech analytics market segmentation includes cloud and on-premises. The cloud category generated the most income (65%). The advent of cloud deployment choices for speech analytics systems has increased demand across several industries, including media & entertainment, telecom, IT, BFSI, and others. Cloud-based services are being offered by new businesses to provide SMEs with affordable options.

Figure 1: Speech Analytics Market, by Deployment Type, 2022 & 2032 (USD billion)

Speech Analytics Market, by Deployment Type

Source: Secondary Research, Primary Research, MRFR Database and Analyst Review

Speech Analytics End-User Insights

End-User has bifurcated the speech analytics market data into BFSI, government, healthcare, retail, and IT. The IT segment dominated the market in 2022. The significant market share of this sector is attributed to several factors, including rising demand for speech analytics solutions by telecom companies to gather more actionable information in less time, the rising demand to boost customer retention by cultivating and maintaining customer relationships, growing popularity for solutions to implement protocols to seize opportunities for cross-selling and upselling in IT and telecom, and a surge in demand by communication service providers. 

Speech Analytics Organization Size Insights

Based on organization size, the speech analytics market segmentation includes large enterprises and small & medium enterprises. The small & medium enterprises segment held the majority share in 2023, contributing around ~70% concerning the speech analytics market revenue. Small and medium-sized businesses (SMBs) are becoming increasingly dependent on web-enabled services and apps to operate. In addition, SMEs are boosting product demand due to the rising popularity of cloud analytics.

Speech Analytics Regional Insights

By region, the study provides the market insights into North America, Europe, Asia-Pacific and Rest of the World. The North American Speech Analytics market area will dominate this market, because more money being spent on digital marketing, more money being spent on technology by government organisations, and more attention being paid to the treatment of mental illness in the area. Moreover, organisations like the CIA aggressively support concepts that might aid in locating terrorists and foreign spies. The opportunity for Silicon Valley startups to actively design and innovate existing speech analytics technologies in order to create cutting-edge and appealing products is also greatly increased by this.

October 2021, In order to improve their scaled speech AI platforms by fusing voice and conversational AI systems, LivePerson Inc. purchased VoiceBase and Tenfold.

Further, the major countries studied in the market report are The U.S., Canada, German, France, the UK, Italy, Spain, China, Japan, India, Australia, South Korea, and Brazil.



Source: Secondary Research, Primary Research, MRFR Database and Analyst Review

Europe Speech Analytics market accounts for the second-largest market share as customers in the region are using voice commands more often across a variety of devices, including linked Televisions, Computers, tablets, cars, and wearables. Moreover, businesses in the region typically implement these solutions to improve customer service. Furthermore, the UK Speech Analytics market grew the quickest in the European area, while the German Speech Analytics market had the greatest market share.

From 2023 to 2032, the Asia-Pacific Speech Analytics Market is anticipated to see the quickest CAGR growth. The rise is attributable to the rising demand for reasonably priced analytical software and services among small and medium-sized organisations as well as the rising popularity of voice analytics solutions for improved contact centre operations. In addition, the Indian Speech Analytics market had the quickest rate of growth in the Asia-Pacific region, while China's Speech Analytics market had the greatest market share.

Speech Analytics Key Market Players & Competitive Insights

Industry-leading businesses are investing significant R&D investments to diversify their product offerings, which will drive the Speech Analytics market's expansion. Key market developments include new product releases, contractual agreements, acquisitions and mergers, higher investments, and collaboration with other organizations. Market participants also engage in several strategic actions to increase their worldwide presence. The speech analytics market has to provide affordable products to grow and thrive in a more cutthroat and competitive environment.

One of the key business strategies manufacturers employ in the world Speech Analytics industry to assist customers and expand the market sector is local manufacturing to reduce operating costs.In recent years, the Speech Analytics industry has offered some of the most significant. Major players in the Speech Analytics market, including Genesys Telecommunications.,Aural Analytics, Inc., Pegasystems Incand others, are attempting to increase market demand by investing in research and development operations.

American software business Pegasystems Inc. is headquartered in Cambridge, Massachusetts. Pegasystems was established in 1983 and produces business process management and customer relationship management software. Pegasystems creates and maintains software for operations and customer engagement. Pegasystems is known for its business process management (BPM) and customer relationship management (CRM) software expertise. It is perceived as providing more specialized technology than rivals like Oracle Corporation or SAP ERP. In January 2021, A US-based business in India, Pegasystems Inc., acquired Qurious. io, a provider of real-time speech analytics products. Speech-to-text, natural language processing (NLP), and emotion recognition capabilities are used by Qurious.io to analyze customer interactions.

The American software firm Genesys, or Genesys Telecommunications Labs, Inc., supplies customer service and call center technologies to medium-sized and big companies. It offers software that is both cloud-based and hybrid. In December 2021, Genesys Telecommunications, a firm that manages customer experiences, declared the successful acquisition of Exceed.ai and Pointillist. Businesses will be able to connect with consumers more swiftly across the sales, marketing, and service lifecycles with the aid of the renowned intelligence lead activation and conversation processor Exceed.ai and the award-winning experience management platform Pointillist.

Key Companies in the Speech Analytics market include

  • NICE

  • Micro Focus

  • Verint

  • Castel

  • Avaya

  • OpenText

  • Google

  • Vonage

  • Geneys

  • Calabrio

  • CallMiner

  • AWS

  • Clarabridge

  • Almawave

  • Talkdesk

  • Alvaria

  • VoiceBase

Speech Analytics Industry Developments

January 2023: Announcing the purchase of Micro Focus was OpenText. Following Rule 2.7 of the UK City Code on Takeovers and Mergers, OpenText and Micro Focus announced the acquisition's terms and conditions today in the UK. OpenText values the strong brands and culture of Micro Focus, and the management team and staff at Micro Focus are highly valued for their knowledge and expertise.

October 2022: With speech-enabled automated attendants, personal assistants, unified messaging, transcription, voicemail, call centers, interactive voice response (IVR), and notify, CX-E Voice offers robust applications to improve existing infrastructure and boost productivity while upholding secure, compliant business procedures. The CX-E Voice 22.4 edition offers a greatly improved, modern, and responsive HTML5 web administration interface to handle all facets of users and distribution lists. The desktop application's functionality is the same as this.

July 2021: Aural Analytics, Inc., a pioneer in clinical-grade speech analytics, has partnered with Koneksa, a pioneer in creating digital biomarkers, to expand its platform and research capabilities utilizing Speech Vitals technology from Aural Analytics.

Speech Analytics Market Segmentation

Speech Analytics Type Outlook

  • Services

  • Solution

Speech Analytics Deployment Type Outlook

  • Cloud

  • On-Premises

Speech Analytics End User Outlook

  • BFSI

  • Government

  • Healthcare

  • Retail

  • IT

Speech Analytics Organization Size Outlook

  • Large Enterprise

  • Small and Medium Enterprise

Speech Analytics Regional Outlook

  • North America

  • US

  • Canada

  • Europe

  • Germany

  • France

  • UK

  • Italy

  • Spain

  • Rest of Europe

  • Asia-Pacific

    • China

    • Japan

    • India

    • Australia

    • South Korea

    • Australia

    • Rest of Asia-Pacific

  • Rest of the World

    • Middle East

    • Africa

    • Latin America

Report Attribute/Metric Details
Market Size 2022 USD 1.8 billion
Market Size 2023 USD 2.16 billion
Market Size 2032 USD 9.5 billion
Compound Annual Growth Rate (CAGR) 20.38% (2023-2032)
Base Year 2022
Market Forecast Period 2023-2032
Historical Data 2019- 2021
Market Forecast Units Value (USD Billion)
Report Coverage Revenue Forecast, Market Competitive Landscape, Growth Factors, and Trends
Segments Covered Type, Deployment Type, End User, Organization Size and Region
Geographies Covered North America, Europe, Asia Pacific, and the Rest of the World
Countries Covered The U.S., Canada, German, France, UK, Italy, Spain, China, Japan, India, Australia, South Korea, and Brazil
Key Companies Profiled  NICE (US) Micro Focus (UK) Verint (US) Avaya (US) OpenText (Canada) Google (US) Vonage (US) Geneys (US) Calabrio (US) CallMiner (US) AWS (US) Clarabridge (US) Almawave (Italy) Talkdesk (US) Alvaria (US) Castel (US) VoiceBase (US)
Key Market Opportunities The increasing dependence on speech analytics market support of several industries around the globe has doubled.
Key Market Dynamics The idea of voice analytics would help businesses to choose and identify the primary reason for customer attrition and, in essence, give enhanced different goods and services that are based on customer experiences.

Frequently Asked Questions (FAQ) :

The Speech Analytics market size was valued at USD 1.8 Billion in 2022.

The market is projected to grow at a CAGR of 20.38% during the forecast period, 2023-2032.

North America had the largest share in the market

The key players in the market are NICE (US) Micro Focus (UK) Verint (US) Avaya (US) OpenText (Canada).

The Solution category dominated the market in 2022.

The cloud had the largest share in the market.

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