Speech Analytics Market

Speech Analytics Market by Component (Solutions (Speech Engine, Indexing, Analysis & Query Tools, Reporting & Visualization Tools) and Services), Application, Deployment Model, Organization Size, Industry Vertical, and Region - Global Forecast to 2022

Report Code: TC 2259 Feb, 2018, by marketsandmarkets.com
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[150 Pages Report] MarketsandMarkets forecasts the speech analytics market to grow from USD 0.8 billion in 2016 to USD 2.2 billion by 2022, at a Compound Annual Growth Rate (CAGR) of 18.2% during the forecast period. The major growth drivers of the speech analytics market include an increasing focus on higher customer satisfaction, rising significance for real-time speech analytics solutions, adherences of regulatory and compliance standards, and growing demand for speech analytics solutions to cater growing BPO sector.

The objective of the report is to define, describe, and forecast the speech analytics market size based on component, applications, deployment models, organization size, industry vertical, and region.    

Speech Analytics Market

Customer Experience Management segment to constitute the highest market share during the forecast period

Customer experience management application segment is consolidating the highest revenue during the forecast period. The companies need strategic plans in place to highlight the priorities and establish their goals, along with strengthening the communication across all levels of the organization, and promoting credibility and allowing more fluid adoption of the changes and insights provided by speech analytics. Such good customer experience lead to strengthened brand preference through differentiated experiences.

Retail and eCommerce to grow at the highest CAGR during the forecast period

The retail and eCommerce organizations need to improvise their customer service management to attract more customers. Additionally, they must adjust their business model to gain control and visibility, both internally and with the service partners. The industry players also need to focus on forming a mixed workforce that comprises in-store employees, logistics specialists, and field service providers. The retail sector is said to be one of the fastest growing industry verticals, due to the rising consumer purchasing power in the developing nations. Subsequently, this would foster the customer data with the increasing number of customer interactions.

Speech Analytics Market

APAC to grow at the highest CAGR during the forecast period

APAC is expected to experience extensive growth opportunities during the forecast period. The major countries to witness high growth rates include India, China, Singapore, Australia, and New Zealand. The competition in this region is fragmented and the cloud providers that are looking at expanding the base of solutions to most of the countries in the region, as a result of improvement in infrastructure and other business strategic moves. Enterprises in the region are not proficient as in North America and Europe in terms of information, security awareness, and technical expertise. The adoption of speech analytics solution is gaining traction in the region to transform the business operations.

Market Dynamics

Driver: Increasing Need of Speech Analytics Software and Services to Cater to the Growing Bpo Sector

As per smartcustomerservice.com, speech analytics implementation is expected to witness significant growth in BPO as this sector’s workforce strength has grown from 176,825 seats in 2006 to 2.3 million in 2013, resulting in the overall growth of speech analytics at a CAGR of 18% from 2006 to 2013 within the sector. The major factor attributed for this growth is that speech analytics gives companies greater knowledge about key behaviors of their agents and customers. Speech analytics offers the users the ability to create meaningful insights from voice data and interaction trends to help companies operating in the BPO sectors improve their services, reduce operational costs, and increase revenue in their business areas. Speech analytics has proved to be a powerful tool that has transformed the BPO sector from traditional contact centers known for its lower operational cost to a rich source of BI source. Speech analytics solutions are being deployed by numerous contact centers across the globe for various applications such as customer experience management, agent performance monitoring, legal compliance management, and to gain market intelligence. In addition, speech analytics ramps up quality assurance with real-time analysis and monitoring of agent engagement and script compliance. It can gauge the effectiveness of greetings and closings, and isolate words, phrases, or tone of voice that signal customer dissatisfaction.

Restraint: Integrating With Existing Systems and Selection of Right Approach

Nowadays there are various systems involved in contact centers, with multiple technology systems such as Interactive Voice Response (IVR), agent desktop, CRM, and perhaps social media monitoring tools. If these systems are not connected or integrated in-line with speech analytics, it can lead to failure of having single view about customers’ needs and concerns, and agent’s performance leading to the overall reduced productivity of the company. If speech analytics is used with such disconnected systems, it might lead to agents ending up logging into multiple screens for using the speech analytics applications while being on the call, leading to further inefficiency in the agent’s performance.  Selecting the right speech analytics technology is not very straightforward and easy, as there are different fundamental approaches involved pertaining to gaining insights from data that might include phonetics, the transcription, and matching key phrases mentioned by customers over the call. Along with the lack of understanding, presence of many speech analytics vendors to navigate and select, as everyone appears to be good with their offerings, makes it increasingly difficult in adopting speech analytics. Hence, integrating speech analytics with existing CRM systems for data insights, and finalizing the approach for gaining insights from data remains to be one of the major restraining factors limiting the overall adoption of speech analytics globally.

Opportunity: Rising Need to Predict Customer’s Intent and Monitor Agent’s Behavior

As most of the traditional audio mining software relied on spotting keywords, phonetics, and phrases, and missing out on the context, relevancy, and hence the precise intent or meaning of the interaction, speech analytics proved to be useful for companies operating in the BPO industry, as it assists them to further enhance their overall business value by being able to quickly analyze precise intent of the customers and drive actionable insights from the call. Speech analytics has provided an opportunity for the marketers to predict the customers who are at risk of leaving and diverting from a product. The marketer could devise retention strategies and propose incentives to customers such as discount coupons or product upgradation. Next-generation, conceptual speech analytics tools can unlock meaningful information and provide actionable insights into customer, and agent behaviors and expectations. Speech analytics aggregates voice calls to understand the pattern; these patterns can be a behavior of single customer or group of customers, and pattern about how agents react to particular problems or sales interactions.

Challenge: Data Ecosystem and Exchanges Leading to Data Security Concerns

Data consolidation helps in transforming the gathered data into a single format and making the decision-making process simpler for the companies. Data exchange and data ecosystem deliver the tools to analyze the collected data at a centralized location, and help extract and cross-check business-critical components. The development of data exchanges and data ecosystems varies based on the assumptions made in the value of the data for each customer segment. Data exchange is a major concern for data-sensitive organizations in industry verticals such as Banking, Financial Services, and Insurance (BFSI) and healthcare which deal with individual data, as centralized data are more cyber-attack prone. Enterprises need to take exclusive care to ensure the safety of customers’ personal information. With companies adopting data security solutions, consumer data security is not expected to be a major issue soon. In today’s era of technology, where the advent of the internet has brought cybercrimes into the picture, hackers target centralized data storages, as targeting them is more within capabilities rather than decentralized data storage. The breach of data impacts an organization’s identity and security. Some governments hold the enterprises partially responsible for the damages triggered by the loss of confidential data. Therefore, enterprises ought to implement the latest security measures to ensure the privacy of collected data. Furthermore, while outsourcing data analysis to a third-party BI vendor, organizations must ensure that the BI vendor secures the firm’s data appropriately.

Scope of the Report:

Report Metric

Details

Market size available for years

2015–2022

Base year considered

2016

Forecast period

2017–2022

Forecast units

Billion (USD)

Segments covered

Component, Application, Deployment Model, Organization Size, Industry Vertical, and Region

Geographies covered

North America, Europe, APAC, MEA, and Latin America

Companies covered

Verint Systems (US), Avaya (US), Calabrio (US), Clarabridge (US), Voci Technologies (US), Zoom International (Czech Republic), NICE Systems (Israel), Genesys (US), HPE (US), CallMiner (US), and Almawave (Italy).

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

Speech analytics Market By Component

    • Solutions
      • Speech engine
      • Indexing, analysis, and query tools
      • Reporting and visualization
    • Services
      • Managed services
      • Professional services
        • Consulting services
        • Support and maintenance

Speech analytics Market By Application

  • Customer experience management
  • Call monitoring
  • Agent performance monitoring
  • Sales performance management
  • Competitive intelligence
  • Risk and compliance management
  • Others

Speech analytics Market By Deployment Type

  • Cloud
  • On-premises

Speech analytics Market By Organization Size

  • Large Enterprises
  • Small and Medium-sized Enterprises (SMEs)

Speech analytics Market By Industry Vertical

  • Banking, Financial Services, and Insurance
  • Retail and eCommerce
  • Travel and Hospitality
  • Government and Defense
  • Healthcare and Life Sciences
  • Energy and Utilities
  • Telecommunications and IT
  • Media and Entertainment
  • Travel and Hospitality
  • Others (Manufacturing, Real Estate, and Education)

Speech analytics Market By Region

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

Key Market Players

Verint Systems (US), Avaya (US), NICE Systems (Israel), CallMiner (US), Genesys (US), Clarabridge (US), Voci Technologies (US), Zoom International (Czech Republic), HPE (US), Calabrio (US), and Almawave (Italy).

NICE Systems has undertaken product launch as its major development strategies to gain a leading position in the market. As a part of its organic growth strategy, in January 2017, NICE introduced the Nexidia Interaction Analytics solution, a CEM platform. The advanced analytics solution has the capability to discover, process, and report relevant customer data, thereby improving the overall efficiency. In March 2016, NICE Systems collaborated with Microsoft to deploy the NICE Investigate digital policing solution on the Microsoft Azure Government cloud platform to provide law enforcement agencies with a comprehensive Criminal Justice Information Services (CJIS)-compliant cloud solution for managing investigations and digital evidence. NICE Investigate streamlines the collection, analysis, and sharing of digital evidence, thereby making it an effective tool for customer interaction analytics.

Recent Developments

  • In October 2017, Verint introduced the Verint WFO solution that integrates secure mobile access into WFO applications, providing flexibility to employees and managers to get work done from anywhere. WFO has an ACD that provides on-premises and cloud ACD suppliers with an open API library.
  • In February 2017, Avaya extended its partnership with HGS, a global BPO provider, to provide a high-performance contact center platform for its international customers. The partnership would provide cost savings and service improvements for 10,000 voice-based contact centers across the US, Europe, and APAC.
  • In July 2017, Calabrio launched managed service offerings for analytics and WFM that enable customers to accelerate the value of Calabrio ONE, thereby minimizing the challenges for implementing and managing new technologies.

Critical questions the report answers:

  • Where will all these developments take the industry in the long term?
  • What are the upcoming trends for the speech analytics market?
  • Which segment provides the most opportunity for growth?
  • Who are the leading vendors operating in this market?
  • What are the opportunities for new market entrants?

To speak to our analyst for a discussion on the above findings, click Speak to Analyst

Table of Contents

1 Introduction
    1.1 Objective of 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
    2.1 Research Data
           2.1.1 Secondary Data
                    2.1.1.1 Key Data From Secondary Sources
           2.1.2 Primary Data
                    2.1.2.1 Key Data From Primary Sources
                    2.1.2.2 Key Industry Insights
                    2.1.2.3 Breakdown of Primary Interviews
    2.2 Market Size Estimation
           2.2.1 Bottom-Up Approach
           2.2.2 Top-Down Approach
    2.3 Market Breakdown and Data Triangulation
    2.4 Research Assumption and Limitation
           2.4.1 Assumptions
           2.4.2 Limitations

3 Executive Summary

4 Premium Insights
    4.1 Attractive Market Opportunities in the Speech Analytics Market
    4.2 Speech Analytics Market, By Application Area and Region
    4.3 Life Cycle Analysis, By Region

5 Speech Analytics Market - Startup Scenario
    5.1 Startup Company Analysis By
           5.1.1 Global Footprint
           5.1.2 Revenue
           5.1.3 Market Ranking/Share Interval
           5.1.4 Venture Capital and Funding Scenario

6 Market Overview and Industry Trends
    6.1 Introduction
    6.2 Market Dynamics
           6.2.1 Drivers
           6.2.2 Restraints
           6.2.3 Opportunities
           6.2.4 Challenges
    6.3 Use Cases
           6.3.1 Use Case 1
           6.3.2 Use Case 2
           6.3.3 Use Case 3
           6.3.4 Use Case 4
           6.3.5 Use Case 5
    6.4 Features/Functionalities
    6.5 Innovative Spotlight
           6.5.1 Advent of Artificial Intelligence(Ai) and Machine Learning Into Speech Analytics
           6.5.3 Emergence of Real-Time Into Speech Analytics

7 Speech Analytics Market, By Component
    7.1 Introduction
    7.2 Solution
           7.2.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
           7.2.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
           7.2.3 Speech Engine
                    7.2.3.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
                    7.2.3.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
           7.2.4 Indexing, Analysis, and Query Tools
                               7.2.3.2.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
                               7.2.3.2.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
           7.2.4 Reporting and Visualization Tools
                               7.2.3.3.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
                               7.2.3.3.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
    7.3 Services
           7.3.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
           7.3.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
           7.3.3 Managed Services
                    7.3.3.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
                    7.3.3.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
           7.3.4 Professional Services
                    7.3.4.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
                    7.3.4.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
                    7.3.4.3 Consulting Services
                               7.3.4.3.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
                               7.3.4.3.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
                    7.3.4.4 Support and Maintenance Services
                    7.3.4.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
                    7.3.4.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
                    7.3.4.5 Deployment and Integration Services
                    7.3.4.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
                    7.3.4.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)

8 Speech Analytics Market, By Application
    8.1 Introduction
    8.2 Customer Experience Management
           8.2.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
           8.2.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
    8.3 Call Monitoring
           8.3.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
           8.3.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
    8.4 Agent Performance Monitoring
           8.4.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
           8.4.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
    8.5 Sales Performance Management
           8.5.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
           8.5.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
    8.6 Competitive Intelligence
           8.6.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
           8.6.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
    8.7 Risk and Compliance Management
           8.7.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
           8.7.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
    8.8 Others
           8.8.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
           8.8.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)

9 Speech Analytics Market, By Deployment Model
    9.1 Introduction
    9.2 On-Premises
           9.2.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
           9.2.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
    9.3 Cloud
           9.3.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
           9.3.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)

10  Speech Analytics Market, By Organization Size
     10.1 Introduction
     10.2 Small and Medium-Sized Enterprises
             10.2.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
             10.2.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
     10.3 Large Enterprises
             10.3.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
             10.3.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)

11 Speech Analytics Market, By Industry Vertical
     11.1 Introduction
     11.2 Banking, Financial Services, and Insurance
             11.2.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
             11.2.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
     11.3 Telecommunications and It
             11.3.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
             11.3.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
     11.4 Retail and Ecommerce
             11.4.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
             11.4.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
     11.5 Healthcare and Life Sciences
             11.5.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
             11.5.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
     11.6 Media and Entertainment
             11.6.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
             11.6.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
     11.7 Government and Defense
             11.7.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
             11.7.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
     11.8 Energy and Utilities
             11.8.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
             11.8.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
     11.9 Travel and Hospitality
             11.8.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
             11.8.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)
     11.10 Others
             11.13.1 Market Estimates and Forecasts, 2015–2022 (USD Million)
             11.13.2 Market Estimates and Forecasts, By Region, 2015–2022 (USD Million)

12 Adjacent Market Overview
     12.1 Speech and Voice Recognition Market 
             12.1.1 Market Estimates and Forecasts, 2015 - 2022 (USD Million)
             12.1.2 Data Center Market Estimates and Forecasts, 2015 - 2022 (Million Units)
             12.1.3 Market Estimates and Forecasts, By Region, 2015 - 2022 (USD Million)
     12.2 Speech-To-Text Api Market
             12.2.1 Market Estimates and Forecasts, 2016 - 2023 (USD Million)
             12.2.2 Market Estimates and Forecasts, By Region, 2016 - 2023 (USD Million)
     12.3 Contact Center Analytics Market
             12.3.1 Market Estimates and Forecasts, 2015 - 2022 (USD Million)
             12.3.2 Market Estimates and Forecasts, By Region, 2015 - 2022 (USD Million)

13 Speech Analytics Market, By Region
     13.1 Introduction
     13.2 North America
             13.2.1 Market Estimates and Forecasts By Component, 2015–2022 (USD Million)
             13.2.2 Market Estimates and Forecasts, By Application, 2015–2022 (USD Million)
             13.2.3 Market Estimates and Forecasts, By Deployment Model, 2015–2022 (USD Million)
             13.2.4 Market Estimates and Forecasts, By Organization Size, 2015–2022 (USD Million)
             13.2.5 Market Estimates and Forecasts, By Industry Vertical, 2015–2022 (USD Million)
             13.2.6 Market Estimates and Forecasts, By Country, 2015–2022 (USD Million)
                        13.2.6.1 US
                                     13.2.7.1.1 Market Estimates and Forecasts By Component, 2015–2022 (USD Million)
                                     13.2.7.1.2 Market Estimates and Forecasts, By Deployment Model, 2015–2022 (USD Million)
                        13.2.8.2 Canada
     13.3 Europe
             13.3.1 Market Estimates and Forecasts By Component, 2015–2022 (USD Million)
             13.3.2 Market Estimates and Forecasts, By Application, 2015–2022 (USD Million)
             13.3.3 Market Estimates and Forecasts, By Deployment Model, 2015–2022 (USD Million)
             13.3.4 Market Estimates and Forecasts, By Organization Size, 2015–2022 (USD Million)
             13.3.5 Market Estimates and Forecasts, By Industry Industry Vertical, 2015–2022 (USD Million)
             13.3.6 Market Estimates and Forecasts, By Country, 2015–2022 (USD Million)
                        13.3.6.1  U.K
                                     13.3.6.1.1 Market Estimates and Forecasts By Component, 2015–2022 (USD Million)
                                     13.3.6.1.2 Market Estimates and Forecasts, By Deployment Model, 2015–2022 (USD Million)
                        13.3.6.2 Germany
                        13.3.6.3 France
                        13.3.6.4 Rest of Europe
     13.4 Asia Pacific
             13.4.1 Market Estimates and Forecasts By Component, 2015–2022 (USD Million)
             13.4.2 Market Estimates and Forecasts, By Application, 2015–2022 (USD Million)
             13.4.3 Market Estimates and Forecasts, By Deployment Model, 2015–2022 (USD Million)
             13.4.4 Market Estimates and Forecasts, By Organization Size, 2015–2022 (USD Million)
             13.4.5 Market Estimates and Forecasts, By Industry Vertical, 2015–2022 (USD Million)
             13.4.6 Market Estimates and Forecasts, By Country, 2015–2022 (USD Million)
                        13.4.6.1 China
                                     13.2.6.1.1 Market Estimates and Forecasts By Component, 2015–2022 (USD Million)
                                     13.2.6.1.2 Market Estimates and Forecasts, By Deployment Mode, 2015–2022 (USD Million)
                        13.4.7.2 Australia
                        13.4.7.3 Japan
                        13.4.7.4 India
                        13.4.7.5 Rest of APAC
     13.5 Middle East and Africa
             13.5.1 Market Estimates and Forecasts By Component, 2015–2022 (USD Million)
             13.4.2 Market Estimates and Forecasts, By Application, 2015–2022 (USD Million)
             13.5.3 Market Estimates and Forecasts, By Deployment Mode, 2015–2022 (USD Million)
             13.5.4 Market Estimates and Forecasts, By Organization Size, 2015–2022 (USD Million)
             13.5.5 Market Estimates and Forecasts, By Industry Vertical, 2015–2022 (USD Million)
             13.5.6 Market Estimates and Forecasts, By Country, 2015–2022 (USD Million)
                        13.5.6.1 Middle East
                                     13.2.6.1.1 Market Estimates and Forecasts By Component, 2015–2022 (USD Million)
                                     13.2.6.1.2 Market Estimates and Forecasts, By Deployment Mode, 2015–2022 (USD Million)
                        13.5.6.2 Africa
     13.6 Latin America
             13.6.1 Market Estimates and Forecasts By Component, 2015–2022 (USD Million)
             13.4.2 Market Estimates and Forecasts, By Application, 2015–2022 (USD Million)
             13.6.3 Market Estimates and Forecasts, By Deployment Mode, 2015–2022 (USD Million)
             13.6.4 Market Estimates and Forecasts, By Organization Size, 2015–2022 (USD Million)
             13.6.5 Market Estimates and Forecasts, By Industry Vertical, 2015–2022 (USD Million)
             13.6.6 Market Estimates and Forecasts, By Country, 2015–2022 (USD Million)
                        13.6.7.1 Brazil
                                     13.2.6.7.1 Market Estimates and Forecasts By Component, 2015–2022 (USD Million)
                                     13.2.6.7.2. Market Estimates and Forecasts, By Deployment Mode, 2015–2022 (USD Million)
                        13.6.7.2 Mexico
                        13.6.7.8 Rest of Latin America

14 Competitive Landscape
     14.1 Overview
     14.2 Microquandrant Overview
             14.2.1 Visionary Leaders
                        14.2.1.1 Definition
                        14.2.1.2 List of Vendors
             14.2.2 Innovators
                        14.2.2.1 Definition
                        14.2.2.2 List of Vendors
             14.2.3 Emerging Companies
                        14.2.3.1 Definition
                        14.2.3.2 List of Vendors
             14.2.4 Dynamic Differnetators
                        14.2.4.1 Definition
                        14.2.4.2 List of Vendors
     14.3 Competitive Situation and Trends
             14.3.1 New Product Launches
             14.3.2 Agreements, Partnerships, Collaborations and Alliances
             14.3.3 Mergers and Acquisitions
             14.3.4 Expansions

15 Speech Analytics Market - Industry / Segment Competition Landscape
     15.1 Market Share Analysis
             15.1.1  Market Share By Company (Ranking/Interval Share)
             15.1.2  Market Share By Region- Top 10 Companies (Ranking/Interval Share)
     15.2 Product Benchmarking
             15.2.1  Product Benchmarking By Top 10 Companies
                        15.2.1.1 By Deployment Mode
                        15.2.1.2 By End Users

16 Company Profile
     16.1 Overview
     16.2 Verint Systems
             16.2.1 Business Overview
             16.2.2 Company Snapshot
             16.2.3 Financial Overview
     (Operating Income & R&D Expenditure, Business & Geographical Revenue Mix) 
             16.2.4 Products Offered
             16.2.5 Recent Development
                        16.2.5.1 New Product Launched/Product Updates
                        16.2.5.1 Merger & Acquisition/Joint Venture/ Partnership
             16.2.6 SWOT Analysis
             16.2.7 MnM View
     16.3 Nice Systems
     16.4 Callminer
     16.5 Avaya
     16.6 Genesys
     16.7 Clarabridge
     16.8 Voci Technologies
     16.9 Zoom International
     16.1 Calabrio
     16.11 HPE
     16.12 Almawave
     16.13 Marchex, Inc.
     16.14 Enghouse Networks
     16.15 Castel
     16.16 Aspect
     16.17 Sabio
     16.18 Business Systems
     16.19 Talkdesk
     16.20 Voicebase
     16.21 Voicebox
*Financials Would Be Provided on a Best Efforts Basis for Private Companies 

17 Appendix
     17.1 Insights of Industry Experts
     17.2 Discussion Guide
     17.2 Available Customizations
     17.3 Related Reports


List of Tables (135 Tables)

Table 1  United States Dollar Exchange Rate, 2015–2017
Table 2  Factor Analysis
Table 3 Startup Scenario: Global Footprint, 2019
Table 4 Startup Scenario: Revenue, 2019
Table 5 Startup Scenario: Market Ranking/Share Interval, 2019
Table 6 Startup Scenario: Venture Capital/Funding, 2019
Table 7 Speech Analytics Market Size and Growth Rate, 2015–2022 (USD Million, Y-O-Y %)
Table 8 Market Size By Software, 2015–2022 (USD Million)
Table 9 Software: Market Size By Region, 2015–2022 (USD Million)
Table 10 Speech Engine: Market Size By Region, 2015–2022 (USD Million)
Table 11 Indexing, Analysis, and Query Tools: Market Size By Region, 2015–2022 (USD Million)
Table 12 Reporting and Visualization Tools: Market Size, By Region, 2015–2022 (USD Million)
Table 13 Speech Analytics Market Size, By Service, 2015–2022 (USD Million)
Table 14 Services: Market Size By Region, 2015–2022 (USD Million)
Table 15 Managed Services Market Size, By Region, 2015–2022 (USD Million)
Table 16 Professional Services Market Size, By Type, 2015–2022 (USD Million)
Table 17 Professional Services Market Size, By Region, 2015–2022 (USD Million)
Table 18 Consulting Services Market Size, By Region, 2015–2022 (USD Million)
Table 19 Support and Maintenance Services Market Size, By Region, 2015–2022 (USD Million)
Table 20 Deployment and Integration Services Market Size, By Region, 2015–2022 (USD Million)
Table 21 Market Size By Software, 2015–2022 (USD Million)
Table 22 Customer Experience Management Market Size, By Region, 2015–2022 (USD Million)
Table 23  Call Monitoring Market Size, By Region, 2015–2022 (USD Million)
Table 24 Agent Performance Monitoring Market Size, By Region, 2015–2022 (USD Million)
Table 25 Sales Performance Management Market Size, By Region, 2015–2022 (USD Million)
Table 26 Competitive Intelligence Market Size, By Region, 2015–2022 (USD Million)
Table 27 Risk and Compliance Management Market Size, By Region, 2015–2022 (USD Million)
Table 28 Others Market Size, By Region, 2015–2022 (USD Million)
Table 29 Speech Analytics Market Size, By Deployment Model, 2015–2022 (USD Million)
Table 30 On-Premises: Market Size By Region, 2015–2022 (USD Million)
Table 31 Cloud: Market Size By Region, 2015–2022 (USD Million)
Table 32 Market Size, By Organization Size, 2015–2022 (USD Million)
Table 33 Small and Medium-Sized Enterprises: Market Size By Region, 2015–2022 (USD Million)
Table 34 Large Enterprises: Market Size By Region, 2015–2022 (USD Million)
Table 35 Market Size, By Industry Vertical, 2015–2022 (USD Million)
Table 36 Banking, Financial Services, and Insurance: Market Size By Region, 2015–2022 (USD Million)
Table 37 Telecommunications and IT: Market Size By Region, 2015–2022 (USD Million)
Table 38 Retail and Ecommerce: Market Size, By Region, 2015–2022 (USD Million)
Table 38 Healthcare and Life Sciences: Market Size By Region, 2015–2022 (USD Million)
Table 38 Media and Entertainment: Market Size By Region, 2015–2022 (USD Million)
Table 39 Government: Market Size By Region, 2015–2022 (USD Million)
Table 40 Energy and Utilities: Market Size By Region, 2015–2022 (USD Million)
Table 41 Travel and Hospitality: Market Size By Region, 2015–2022 (USD Million)
Table 42 Others: Market Size By Region, 2015–2022 (USD Million)
Table 43 Speech Analytics Market Size, By Region, 2015–2022 (USD Million)
Table 44 Connected Market-Speech and Voice Recognition: Market Size, By Region, 2016–2024 (USD Billion)
Table 45 Connected Market-Speech-to-Text API: Market Size, By Region, 2017–2024 (USD Billion)
Table 46 Connected Market-Contact Center: Market Size, By Region, 2016–2023 (USD Billion)
Table 47 Connected Market-Market Size, By Service, 2014–2021 (USD Billion)
Table 48 Connected Market-Consulting and System Integration: Market Size, By Region, 2014–2021 (USD Billion)
Table 49 Connected Market-Training and Support: Market Size, By Region, 2014–2021 (USD Billion)
Table 51 Connected Market-Managed Services: Market Size, By Region, 2014–2021 (USD Billion)
Table 52 Connected Market- Speech and Voice Recognition Market Size, By Component, 2016–2024 (USD Billion)
Table 53 Connected Market-Software: Market Size, By Region, 2016–2024 (USD Billion)
Table 64 Connected Market-Services: Market Size, By Region, 2016–2024 (USD Billion)
Table 65 Connected Market-Market Size, By Deployment Model 2016–2024 (USD Billion)
Table 66 Connected Market-SMEs: Market Size, By Region, 2016–2024 (USD Billion)
Table 67 Connected Market-Large Enterprises: Market Size, By Region, 2016–2024 (USD Billion)
Table 68 North America: Market Size By Software, 2015–2022 (USD Million)
Table 69 North America: Market Size By Service, 2015–2022 (USD Million)
Table 70 North America: Market Size By Application, 2015–2022 (USD Million)
Table 71 North America: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 72 North America: Market Size By Organization Size, 2015–2022 (USD Million)
Table 74 North America: Market Size By Industry Vertical, 2015–2022 (USD Million)
Table 77 North America: Market Size By Country, 2015–2022 (USD Million)
Table 78 United States: Market Size By Software, 2015–2022 (USD Million)
Table 79 United States: Market Size By Service, 2015–2022 (USD Million)
Table 80 United States: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 81 Europe: Market Size By Software, 2015–2022 (USD Million)
Table 82 Europe: Market Size By Service, 2015–2022 (USD Million)
Table 83 Europe: Market Size By Application, 2015–2022 (USD Million)
Table 84 Europe: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 85 Europe: Market Size By Organization Size, 2015–2022 (USD Million)
Table 87 Europe: Market Size By Industry Vertical, 2015–2022 (USD Million)
Table 90 Europe: Market Size By Country, 2015–2022 (USD Million)
Table 91 UK: Market Size By Software, 2015–2022 (USD Million)
Table 92 UK: Market Size By Service, 2015–2022 (USD Million)
Table 93 UK: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 94 Asia Pacific: Speech Analytics Market Size, By Software, 2015–2022 (USD Million)
Table 95 Asia Pacific: Market Size By Service, 2015–2022 (USD Million)
Table 96 Asia Pacific: Market Size By Application, 2015–2022 (USD Million)
Table 97 Asia Pacific: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 98 Asia Pacific: Market Size By Organization Size, 2015–2022 (USD Million)
Table 100 Asia Pacific: Market Size By Industry Vertical, 2015–2022 (USD Million)
Table 103 Asia Pacific: Market Size By Country, 2015–2022 (USD Million)
Table 104 China: Market Size By Software, 2015–2022 (USD Million)
Table 105 China: Market Size By Service, 2015–2022 (USD Million)
Table 106 China: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 107 Latin America: Market Size, By Software, 2015–2022 (USD Million)
Table 108 Latin America: Market Size By Service, 2015–2022 (USD Million)
Table 109 Latin America: Market Size By Application, 2015–2022 (USD Million)
Table 110 Latin America: Market Size By Organization Size, 2015–2022 (USD Million)
Table 111 Latin America: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 113 Latin America: Market Size By Industry Vertical, 2015–2022 (USD Million)
Table 116 Latin America: Market Size By Country, 2015–2022 (USD Million)
Table 117 Brazil: Market Size By Software, 2015–2022 (USD Million)
Table 118 Brazil: Market Size By Service, 2015–2022 (USD Million)
Table 119 Brazil: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 120 Middle East and Africa: Speech Analytics Market Size, By Software, 2015–2022 (USD Million)
Table 121 Middle East and Africa: Market Size By Service, 2015–2022 (USD Million)
Table 122 Middle East and Africa: Market Size By Application, 2015–2022 (USD Million)
Table 123 Middle East and Africa: Market Size By Organization Size, 2015–2022 (USD Million)
Table 124 Middle East and Africa: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 126 Middle East and Africa: Market Size By Industry Vertical, 2015–2022 (USD Million)
Table 129 Middle East and Africa: Market Size By Country, 2015–2022 (USD Million)
Table 130 Middle East: Market Size By Software, 2015–2022 (USD Million)
Table 131 Middle East: Market Size By Service, 2015–2022 (USD Million)
Table 132 Middle East: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 133 New Product Launches and Enhancements, 2017–2018
Table 134 Partnerships, Collaborations, and Agreements, 2016–2018
Table 135 Mergers and Acquisitions, 2016–2017


List of Figures (42 Figures)

Figure 1 Speech Analytics Market Segmentation
Figure 2 Market Regional Segmentation
Figure 3 Market Research Design
Figure 4 Data Triangulation
Figure 5 Market Size Estimation Methodology: Bottom-Up Approach
Figure 6 Market Size Estimation Methodology: Top-Down Approach
Figure 7 Speech Analytics Market: Assumptions
Figure 8 Market is Poised to Witness Significant Growth in the Global Market During the Forecast Period
Figure 9 Market Snapshot By Component (2016 vs 2022)
Figure 10 Market Snapshot By Service (2016–2022)
Figure 11 Market Snapshot By Application (2016–2022)
Figure 12 Market Snapshot By Deployment Model (2016–2022)
Figure 13 Market Snapshot By Organization Size (2016 vs 2022)
Figure 14 Market Snapshot By Industry Vertical (2016 vs 2022)
Figure 15 The Need to Generate Valuable Insights From the Customer Interactions is Expected to Drive the Speech Analytics Market Growth
Figure 16 North America is Estimated to Have the Largest Market Share During the Forecast Period
Figure 17 Banking, Financial Services, and Insurance Industry Vertical, and North America are Estimated to Have the Largest Market Share During the Forecast Period
Figure 18 Asia Pacific is Expected to Be A Lucrative Market for Investments During the Forecast Period
Figure 19 Speech Analytics Market: Drivers, Restraints, Opportunities, and Challenges
Figure 20 Services Segment is Expected to Grow at A Higher CAGR During the Forecast Period
Figure 21 Reporting and Visualization Tools Segment is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 22 Managed Services Segment is Expected to Grow at A Higher CAGR During the Forecast Period
Figure 23 Consulting Services Segment is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 24 Competitive Intelligence Application is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 25 Cloud Deployment Model is Expected to Grow at A Higher CAGR During the Forecast Period
Figure 26 Small and Medium-Sized Enterprises Segment is Expected to Grow at A Higher CAGR During the Forecast Period
Figure 27 Retail and Ecommerce Vertical is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 28 Asia Pacific is Estimated to Grow at the Highest CAGR During the Forecast Period
Figure 29 North America is Projected to Have the Largest Market Share During the Forecast Period
Figure 30 North America: Market Snapshot
Figure 31 Asia Pacific: Market Snapshot
Figure 32 Key Developments By Leading Players in the Speech Analytics Market, 2015–2017
Figure 33 Geographic Revenue Mix of the Top 4 Market Players
Figure 34 Verint Systems: Company Snapshot
Figure 35 Verint Systems: SWOT Analysis
Figure 36 Nice Systems: Company Snapshot
Figure 37 Nice Systems: SWOT Analysis
Figure 38 Callminer: SWOT Analysis
Figure 39 Avaya: Company Snapshot
Figure 40 Avaya: SWOT Analysis
Figure 41 Genesys: SWOT Analysis
Figure 42 HPE: Company Snapshot


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Report Code
TC 2259
Published ON
Feb, 2018
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