HOME Top Market Reports Speech Analytics Market by Type (Solutions (Speech Engine, Indexing, Analysis and Query Tools, and Dash Boards and Reporting Tool) and Services), by Deployment Type (On- Remise, Cloud), by Organization Size, by Vertical, & by Region - Global Forecast to 2020

Speech Analytics Market by Type (Solutions (Speech Engine, Indexing, Analysis and Query Tools, and Dash Boards and Reporting Tool) and Services), by Deployment Type (On- Remise, Cloud), by Organization Size, by Vertical, & by Region - Global Forecast to 2020

By: marketsandmarkets.com
Publishing Date: April 2016
Report Code: TC 2259

 

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The speech analytics market size is estimated to grow from USD 589.1 Million in 2015 to USD 1.60 Billion by 2020, at an estimated CAGR of 22.0% from 2015 to 2020.

Increasing number of contact centers and need for risk and compliance management across various verticals have led the market players to innovate solutions under speech analytics which help companies to understand the changing requirements of their customers. The report aims at estimating the market size and future growth potential of the speech analytics market across different segments, such as types (solutions and services), deployment modes, organization sizes, verticals, and regions. Cloud-based and real-time speech analytics solutions are gaining market traction due to the increasing need of companies for better and cost-effective solutions. 2014 is considered as the base year; 2015 serves as the estimate year; and 2020 is considered as the forecast year in the research study.

The research methodology used to estimate and forecast the speech analytics market begins with the capture of data on key vendor revenues through secondary research. The vendor offerings are also taken into consideration to determine the market segmentation. The bottom-up procedure was employed to arrive at the overall market size of the global identity and access management market from the revenue of the key players in the market. After arriving at the overall market size, the total market was split into several segments and sub-segments which are then verified through primary research by conducting extensive interviews with key people, such as CEOs, VPs, directors, and executives. The data triangulation and market breakdown procedures were employed to complete the overall market engineering process and arrive at the exact statistics for all segments. The breakdown of profiles of primaries is depicted in the below figure:

Speech Analytics Market

To know about the assumptions considered for the study, download the pdf brochure

The speech analytics ecosystem comprises single solution providers with integrated suites, such as Avaya, Inc., Genesys Telecommunications Laboratories, Inc., Verint Systems Inc., Interactive intelligence Group, Inc., Callminer, Inc., Aspect Software, Inc., Clarabridge, Inc., and Calabrio, Inc., which cater to the unique business requirements of the end users.

Target Audience

  • Speech analytics vendors
  • Workforce optimization solution providers
  • Customer experience solution providers
  • Contact center infrastructure vendors
  • Managed speech analytics service providers
  • Value-added resellers

Scope of the Report

The research report categorizes the speech analytics market to forecast the revenues and analyze the trends in each of the following sub-markets:

By Type

  • Solutions
    • Speech engine
    • Indexing, analysis, and query tools
    • Dashboards and reporting tools
  • Service
    • Professional services
    • Managed services

By Deployment Type

  • On-premises
  • Cloud

By Organization Size

  • Small and medium enterprises
  • Large enterprises

By Vertical

  • Banking, Financial Services, and Insurance (BFSI)
  • Telecom and IT
  • Retail and consumer goods
  • Healthcare and life sciences
  • Media and entertainment
  • Government, public sector, and utilities
  • Travel and hospitality
  • Others

By Region

  • North America
  • Europe
  • Middle East and Africa (MEA)
  • Asia-Pacific (APAC)
  • Latin America

Available Customizations

With the given market data, MarketsandMarkets offers customizations as per the company’s specific needs. The following customization options are available for the report:

Product Analysis

  • Product matrix which gives a detailed comparison of product portfolio of each company

Geographic Analysis

  • Further breakdown of the North American market
  • Further breakdown of the European market
  • Further breakdown of the APAC market
  • Further breakdown of the MEA market
  • Further breakdown of the Latin American market

Company Information

  • Detailed analysis and profiling of additional market players

Table of Contents

1 Introduction (Page No. - 13)
    1.1 Objectives of the Report
    1.2 Market Definition
    1.3 Market Scope
           1.3.1 Markets Covered
           1.3.2 Years Considered in the Report
    1.4 Currency
    1.5 Limitations
    1.6 Stakeholders

2 Research Methodology (Page No. - 17)
    2.1 Introduction
    2.2 Research Data
           2.2.1 Secondary Data
                    2.2.1.1 Key Data From Secondary Sources
           2.2.2 Primary Data
                    2.2.2.1 Key Data From Primary Sources
                    2.2.2.2 Key Industry Insights
    2.3 Market Size Estimation
           2.3.1 Bottom-Up Approach
           2.3.2 Top-Down Approach
    2.4 Market Breakdown and Data Triangulation
    2.5 Research Assumptions and Limitations
           2.5.1 Assumptions
           2.5.2 Limitations

3 Executive Summary (Page No. - 26)

4 Premium Insights (Page No. - 31)
    4.1 Attractive Market Opportunities in the Market
    4.2 Speech Analytics Market, By Type
    4.3 Speech Analytics Market, By Deployment Type
    4.4 Global Market, By Vertical and By Region, 2015
    4.5 Lifecycle Analysis, By Region (2015)

5 Speech Analytics Market Overview (Page No. - 35)
    5.1 Introduction
    5.2 Evolution
    5.3 Market Segmentation
           5.3.1 By Type: Solutions and Services
           5.3.2 By Deployment Type
           5.3.3 By Organization Size
           5.3.4 By Vertical
           5.3.5 By Region
    5.4 Market Dynamics
           5.4.1 Drivers
                    5.4.1.1 Growing Demand From Contact Centers
                    5.4.1.2 Increased Importance of Voice in Multichannel World
                    5.4.1.3 Increased Focus on Competitive and Market Intelligence
                    5.4.1.4 Risk and Compliance Management
           5.4.2 Restraints
                    5.4.2.1 High Costs
           5.4.3 Opportunities
                    5.4.3.1 Cloud-Based Speech Analytics Solutions
                    5.4.3.2 Real-Time Speech Analytics
           5.4.4 Challenges
                    5.4.4.1 Lack of Awareness and Concerns Over Business Value

6 Speech Analytics Market: Industry Trends (Page No. - 44)
    6.1 Introduction
    6.2 Value Chain Analysis
    6.3 Demand Analysis
    6.4 Strategic Benchmarking
    6.5 Applications Overview
           6.5.1 Business Processing Management
           6.5.2 Agent Performance Management
           6.5.3 Customer Experience Management
           6.5.4 Market Intelligence
           6.5.5 Risk and Compliance Management

7 Speech Analytics Market Analysis, By Type (Page No. - 49)
    7.1 Introduction
    7.2 Solutions
           7.2.1 Speech Engine
           7.2.2 Indexing, Analysis, and Query Tools
           7.2.3 Dashboard and Reporting Tools
    7.3 Services
           7.3.1 Professional Services
           7.3.2 Managed Services

8 Speech Analytics Market Analysis, By Deployment Type (Page No. - 58)
    8.1 Introduction
    8.2 On-Premises
    8.3 Cloud

9 Speech Analytics Market Analysis, By Organization Size (Page No. - 63)
    9.1 Introduction
    9.2 Small and Medium Enterprises
    9.3 Large Enterprises

10 Speech Analytics Market Analysis, By Industry Vertical (Page No. - 67)
     10.1 Introduction
     10.2 Banking, Financial Services, and Insurance
     10.3 Telecommunication and IT
     10.4 Retail and Consumer Goods
     10.5 Healthcare and Life Sciences
     10.6 Media and Entertainment
     10.7 Government, Public Sector, and Utilities
     10.8 Travel and Hospitality
     10.9 Others

11 Geographic Analysis (Page No. - 77)
     11.1 Introduction
     11.2 North America
     11.3 Europe
     11.4 Asia-Pacific
     11.5 Middle East and Africa
     11.6 Latin America

12 Competitive Landscape (Page No. - 97)
     12.1 Overview
     12.2 Competitive Situation and Trends
             12.2.1 Agreements, Partnerships, and Collaborations
             12.2.2 New Product/Service Developments
             12.2.3 Mergers and Acquisitions
             12.2.4 Expansions
             12.2.5 Venture Capital Funding

13 Company Profiles (Page No. - 107)
(Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
     13.1 Introduction
     13.2 Interactive Intelligence Group, Inc.
     13.3 Nice Systems Ltd.
     13.4 Verint Systems
     13.5 Avaya, Inc.
     13.6 Genesys Telecommunications Laboratories, Inc.
     13.7 Hewlett-Packard Enterprise
     13.8 Incontact, Inc.
     13.9 Calabrio, Inc.
     13.10 Callminer, Inc.
     13.11 Clarabridge, Inc.

*Details on Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View Might Not Be Captured in Case of Unlisted Companies.

14 Key Innovators (Page No. - 133)
     14.1 Voci Technologies, Inc.
     14.2 Almawave
     14.3 Zoom International
     14.4 Nexidia, Inc.

15 Appendix (Page No. - 138)
     15.1 Key Industry Insights
     15.2 Discussion Guide
     15.3 Introducing RT: Real-Time Market Intelligence
     15.4 Available Customizations
     15.5 Related Reports


List of Tables (66 Tables)

Table 1 Speech Analytics Market Size and Growth, 2013–2020 (USD Billion)
Table 2 Market Size, By Type, 2013–2020 (USD Million)
Table 3 Speech Analytics Solutions Market Size, By Type, 2013–2020 (USD Million)
Table 4 Speech Analytics Solutions Market Size, By Region, 2013–2020 (USD Million)
Table 5 Speech Engine: Market Size, By Region, 2013–2020 (USD Million)
Table 6 Indexing, Analysis, and Query Tools: Market Size, By Region, 2013–2020 (USD Million)
Table 7 Dashboard and Reporting Tools: Market Size, By Region, 2013–2020 (USD Million)
Table 8 Speech Analytics Services Market Size, By Type, 2013–2020 (USD Million)
Table 9 Speech Analytics Services Market Size, By Region, 2013–2020 (USD Million)
Table 10 Professional Services: Market Size, By Region, 2013–2020 (USD Million)
Table 11 Managed Services: Market Size, By Region, 2013–2020 (USD Million)
Table 12 Speech Analytics Market Size, By Deployment Model, 2013–2020 (USD Million)
Table 13 On-Premises: Market Size, By Organization Size, 2013–2020 (USD Million)
Table 14 On-Premises: Market Size, By Region, 2013–2020 (USD Million)
Table 15 Cloud: Market Size, By Organization Size, 2013–2020 (USD Million)
Table 16 Cloud: Market Size, By Region, 2013–2020 (USD Million)
Table 17 Speech Analytics Market Size, By Organization Size, 2013–2020 (USD Million)
Table 18 Small and Medium Enterprises: Market Size, By Deployment Type, 2013–2020 (USD Million)
Table 19 Small and Medium Enterprises: Market Size, By Region, 2013–2020 (USD Million)
Table 20 Large Enterprises: Market Size, By Deployment Type, 2013–2020 (USD Million)
Table 21 Large Enterprise: Market Size, By Region, 2013–2020 (USD Million)
Table 22 Speech Analytics Market Size, By Vertical, 2013–2020 (USD Million)
Table 23 BFSI: Market Size, By Region, 2013–2020 (USD Million)
Table 24 Telecommunication and IT: Market Size, By Region, 2013–2020 (USD Million)
Table 25 Retail and Consumer Goods: Market Size, By Region, 2013–2020 (USD Million)
Table 26 Healthcare and Life Sciences: Market Size, By Region, 2013–2020 (USD Million)
Table 27 Media and Entertainment: Market Size, By Region, 2013–2020 (USD Million)
Table 28 Government, Public Sector, and Utilities: Market Size, By Region, 2013–2020 (USD Million)
Table 29 Travel and Hospitality: Market Size, By Region, 2013–2020 (USD Million)
Table 30 Others: Market Size, By Region, 2013–2020 (USD Million)
Table 31 Speech Analytics Market Size, By Region, 2013–2020 (USD Million)
Table 32 North America: Market Size, By Type, 2013–2020 (USD Million)
Table 33 North America: Market Size, By Solution, 2013–2020 (USD Million)
Table 34 North America: Market Size, By Service, 2013–2020 (USD Million)
Table 35 North America: Market Size, By Deployment Model, 2013–2020 (USD Million)
Table 36 North America: Market Size, By Organization Size, 2013–2020 (USD Million)
Table 37 North America: Market Size, By Vertical, 2013–2020 (USD Million)
Table 38 Europe: Market Size, By Type, 2013–2020 (USD Million)
Table 39 Europe: Market Size, By Solution, 2013–2020 (USD Million)
Table 40 Europe: Market Size, By Service, 2013–2020 (USD Million)
Table 41 Europe: Market Size, By Deployment Model, 2013–2020 (USD Million)
Table 42 Europe: Market Size, By Organization Size, 2013–2020 (USD Million)
Table 43 Europe: Speech Analytics Market Size, By Vertical, 2013–2020 (USD Million)
Table 44 Asia-Pacific: Market Size, By Type, 2013–2020 (USD Million)
Table 45 Asia-Pacific: Market Size, By Solution, 2013–2020 (USD Million)
Table 46 Asia-Pacific: Market Size, By Service, 2013–2020 (USD Million)
Table 47 Asia-Pacific: Market Size, By Deployment Model, 2013–2020 (USD Million)
Table 48 Asia-Pacific: Market Size, By Organization Size, 2013–2020 (USD Million)
Table 49 Asia-Pacific: Market Size, By Vertical, 2013–2020 (USD Million)
Table 50 Middle East and Africa: Speech Analytics Market Size, By Type, 2013–2020 (USD Million)
Table 51 Middle East and Africa: Market Size, By Solution, 2013–2020 (USD Million)
Table 52 Middle East and Africa: Market Size, By Service, 2013–2020 (USD Million)
Table 53 Middle East and Africa: Market Size, By Deployment Model, 2013–2020 (USD Million)
Table 54 Middle East and Africa: Market Size, By Organization Size, 2013–2020 (USD Million)
Table 55 Middle East and Africa: Market Size, By Vertical, 2013–2020 (USD Million)
Table 56 Latin America: Market Size, By Type, 2013–2020 (USD Million)
Table 57 Latin America: Market Size, By Solution, 2013–2020 (USD Million)
Table 58 Latin America: Market Size, By Service, 2013–2020 (USD Million)
Table 59 Latin America: Market Size, By Deployment Model, 2013–2020 (USD Million)
Table 60 Latin America: Market Size, By Organization Size, 2013–2020 (USD Million)
Table 61 Latin America: Speech Analytics Market Size, By Vertical, 2013–2020 (USD Million)
Table 62 Agreements, Partnerships, and Collaborations, 2013–2016
Table 63 New Product Developments, 2013–2016
Table 64 Mergers and Acquisitions, 2013–2016
Table 65 Expansions, 2013–2016
Table 66 Venture Capital Funding, 2013–2016


List of Figures (49 Figures)

Figure 1 Global Speech Analytics Market: Research Design
Figure 2 Breakdown of Primaries: By Company Type, Designation, and Region
Figure 3 Market Size Estimation Methodology: Bottom-Up Approach
Figure 4 Market Size Estimation Methodology: Top-Down Approach
Figure 5 Market Breakdown and Data Triangulation
Figure 6 Assumptions
Figure 7 Limitations
Figure 8 Dashboard and Reporting Tools Segment is Expected to Grow at the Highest Rate During the Forecast Period
Figure 9 The Adoption of Speech Analytics is Expected to Grow at the Highest Rate in Small and Medium Enterprises
Figure 10 Cloud-Based Speech Analytics Solutions Segment is Expected to Grow at A High CAGR During the Forecast Period
Figure 11 North America is Expected to Lead the Speech Analytics Market in 2015
Figure 12 Speech Analytics Solutions are Expected to Gain Traction During the Forecast Period
Figure 13 Speech Analytics Services are Expected to Witness the Highest Growth Rate During the Forecast Period
Figure 14 On-Premises Contributes the Largest Market Share Among the Deployment Types
Figure 15 Telecommunication and IT By Vertical and North America By Region are Expected to Account for the Highest Share.
Figure 16 Speech Analytics Regional Lifecycle: Asia-Pacific Exhibits High Potential Growth During the Forecast Period
Figure 17 Speech Analytics Market: Evolution
Figure 18 Market Segmentation: By Solution
Figure 19 Market Segmentation: By Service
Figure 20 Market Segmentation: By Deployment Type
Figure 21 Market Segmentation: By Organization Size
Figure 22 Market Segmentation: By Vertical
Figure 23 Market Segmentation: By Region
Figure 24 Market: Drivers, Restraints, Opportunities, and Challenges
Figure 25 Speech Analytics Market: Value Chain
Figure 26 Strategic Benchmarking
Figure 27 Market Gaining Traction Due to Increasing Contact Centers and Need for Customer Management
Figure 28 Need for Cost-Effective Solutions Will Drive Cloud Deployment Model in the Organizations
Figure 29 Better Cost Optimization on the Assets and Requirements Driving SME to Adopt Speech Analytics Solutions
Figure 30 Higher Rate of Adoption of Speech Analytics in Healthcare and Life Sciences Vertical
Figure 31 North America is Expected to Dominate the Market With A Major Presence of Solution Vendors
Figure 32 Latin America is Expected to Exhibit the Highest Growth Rate Due to the Huge Investments By the Speech Analytics Market Players in the Region
Figure 33 North America Market Snapshot
Figure 34 Asia-Pacific Market Snapshot
Figure 35 Companies Adopted Partnerships and Agreements as the Key Growth Strategies During 2013–2016
Figure 36 Market Evaluation Framework
Figure 37 Battle for Market Share: Partnership and Agreement has Been the Key Growth Strategy for Companies
Figure 38 Geographic Revenue Mix of 5 Market Players
Figure 39 Interactive Intelligence Group, Inc.: Company Snapshot
Figure 40 Interactive Intelligence Group, Inc.: SWOT Analysis
Figure 41 Nice Systems Ltd.: Company Snapshot
Figure 42 Nice Systems Ltd.: SWOT Analysis
Figure 43 Verint Systems: Company Snapshot
Figure 44 Verint Systems: SWOT Analysis
Figure 45 Avaya, Inc.: Company Snapshot
Figure 46 Avaya, Inc.: SWOT Analysis
Figure 47 Genesys Telecommunications Laboratories, Inc.: SWOT Analysis
Figure 48 Hewlett-Packard Enterprise: Company Snapshot
Figure 49 Incontact, Inc.: Company Snapshot

MarketsandMarkets forecasts the speech analytics market size to grow from USD 589.2 Million in 2015 to USD 1.60 Billion by 2020, at a Compound Annual Growth Rate (CAGR) of 22.0% from 2015 to 2020. Today, the multichannel world consists of voice, email, chat, social channels, and surveys, and each channel has its own importance. It has been observed that voice, phone interaction, is the most common method preferred by consumers for conversations regardless of their country origin. Due to this, speech analytics has been used in Voice User Interface (VUI) to derive insights from different contact points. The increase in customer interaction data through various channels has also provided a major driving force to the speech analytics market.

Various organizations operating in different industrial domains have been developing interest to transcript and analyze customer and organizational media and take rational decisions for customer and business management with the help of text and speech intelligence. This prime factor has been responsible and a prominent driving factor for the increasing demands for speech analytics in various industrial applications. This growing demand could also be attributed to pressures upon businesses to safeguard their intellectual assets to improve agility and efficiency in business operations through the extensive insights mined in the Voice of Customer (VoC). Healthcare and life sciences is expected to show the highest growth trends in the market space.

The solutions segment is expected to have the larger market share than the services segment and is projected to dominate the speech analytics market from 2015 to 2020. Furthermore, the solution segment would see maturation in the future due to the higher adoption and as a result professional services are expected to gain traction in the next five years. The speech analyticsmarket is driven by factors, such as growing adoption of speech analytics by contact centers, increased focus on competitive and market intelligence, and stringent risk and compliance management. Speech analytics solutions are being deployed by numerous contact centers across the globe for various applications such as customer experience management, agent performance management, compliance management, and to gain market intelligence.

Speech Analytics Market

North America is expected to have the largest market share and dominate the speech analytics market from 2015 to 2020, due to the presence of large number of solution vendors in the U.S. Asia-Pacific (APAC) offers potential growth opportunities, as there is rise in technology penetration and larger investments in contact centers that are turning towards speech analytics solutions to efficiently gain insights from customer interaction data.

The major restraining factor that the market is experiencing would be the high costs involved in adopting these solutions. Speech analytics software licensing is just one of the factors in the overall total cost. The overall speech processing cost consists of software, hardware, and service cost. Furthermore, the efficiency of certain complex deployments also depends upon ongoing support, up-gradation, and associated professional and managed services. The major vendors in the speech analytics market include Interactive Intelligence Group, NICE Systems, Verint Systems, Avaya, Genesys, Hewlett-Packard Enterprise, inContact, Calabrio, CallMiner, and ClaraBridge, along with others. These players adopted various strategies such as new product developments, mergers, partnerships, collaborations, and business expansions to cater to the needs of the speech analytics market. The report also includes key innovators in the market, such as Almawave, Nexidia, Voci Technologies, and ZOOM International, among others.

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