Speech Analytics Market

Speech Analytics Market by Component (Solutions and Services), Application (Risk & Compliance Management, Sentiment Analysis), Organization Size, Deployment Mode (Cloud, On-premises), Vertical and Region - Global Forecast to 2026

Report Code: TC 2259 Jan, 2022, by marketsandmarkets.com

[314 Pages Report] The global speech analytics market size to grow from USD 1.8 billion in 2021 to USD 4.5 billion by 2026, at a Compound Annual Growth Rate (CAGR) of 20.5% during the forecast period.

The major factors driving the growth of the speech analytics market are the growing demand for enhancing and monitoring agent performance and the demand for voice authentication in mobile banking applications during COVID-19. With speech technology integrated with mobile banking, banks can enable natural, human-like conversations and satisfying interactions with customers. Banking companies focus on innovation to enhance and upgrade their mobile banking services. Moreover, the inability to quantify the return on investment (RoI) coupled with concerns regarding data privacy and security during a pandemic may hinder the overall growth of the speech analytics industry.

Speech analytics solutions have emerged as critical analytical software tools that analyze the speech data to devise statistically robust customer response models and strengthen the customer engagement process. Speech analytics solution offers organizations exceptional customer satisfaction to remain competitive in the market. The speech analytics solutions empower contact center agents and customer representatives with integrated mining and analytics capabilities to provide enhanced customer experience and manage risks and compliance.

Speech Analytics Market Overview

Speech Analytics Market Study Period: 2016-2026
Base year: 2020
Fastest Growing Market: Asia Pacific
Largest Market: North America
CAGR: 20.5%

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The speech analytics market is expected to witness a slowdown in 2020 due to the global lockdown, which is impacting the overall manufacturing and supply chain, and logistics process. The situation has come under control in early 2021. Meanwhile, the demand for speech analytics solutions and services is expected to rise as it enables digital transformation initiatives which address mission-critical processes, improve operations and enhance customer experience. For instance, AWS offers Amazon Transcribe Medical, which is a fully managed speech recognition (ASR) service that makes it easy to add medical speech-to-text capabilities to any application. Powered by deep learning, the service offers a ready-to-use medical speech recognition model that users can integrate into a variety of voice applications in the healthcare and life sciences domain. Users can use the custom vocabulary feature to accurately transcribe more specific medical terminologies, such as medicine names, product brands, medical procedures, illnesses, or COVID-19-related terminology.

Speech Analytics Market Dynamics

Driver: Growing demand for voice authentication in mobile banking applications during COVID-19

With speech technology integrated with phone banking, banks can enable natural, human-like conversations and satisfying interactions with customers. Banking companies focus on innovation to enhance their mobile banking services. Previously, they were dependent on processes, such as password verification, One-Time Passwords (OTPs), and security questions, which were time-consuming and less user-friendly. However, this scenario is now changing. Banks have now realized the importance of increasing security and enhancing user experience by integrating voice recognition technology in mobile applications. Financial service providers, such as United Services Automobile Association (USAA), Barclays Bank, and ING Bank, have already started giving their user’s voice authentication services to transform the customer experience, and they are receiving a positive response. According to a survey conducted by FICO in the US and Canada, in 2020, 65% of Americans and 64% of Canadians were comfortable sharing their biometric information; this indicates trust in biometric security. In April 2020, Barclays Bank collaborated with Nuance Communications (US) to install a voice-biometric system based on natural language processing to authenticate customers using voice over the phone. The bank claims that customer complaints regarding security have been reduced by 90%, and it has also seen a 15% reduction in average call time. In February 2019, HSBC became the first bank to use voice recognition for banking customers. It has taken a revolutionary leap toward the initiation of biometric banking. In May 2020, Korean Bank IBK launched a biometric voice authentication system based on voice recognition technology that will help customer support centers to verify identities in 15 seconds. Such developments are expected to boost the demand for speech analytics.

Restraints: Concerns regarding data privacy and security due to the pandemic

One of the major concerns for users of speech analytics is the privacy of data. Since these devices can listen to private conversations, there is always a possibility that the data can be tracked by manufacturers, online sites, and hackers. The audio data and the related text transcripts may be considered personal data and/or sensitive data under various privacy regulations and laws because it contains not only the voice of humans, but the content of the audio may also contain personal information depending on the context within which the audio was collected. There have been several instances of privacy breaches in the past, and a proper law and privacy control protocol needs to be implemented. Due to the sensitive nature of the conversations, it is important to meet high-security level requirements for the clients. The lack of any means to safeguard the privacy of users can hamper the adoption of speech analytics solutions.

Opportunity : Use of AI- and ML-based technologies to facilitate real-time actionable customer insights

Emerging technologies such as AI and ML offer real-time insights with an in-built automation process. Speech analytics solutions with AI technology can automatically capture the complete agent-customer interaction and offer hidden insights and opportunities, leading to optimized outcomes. Speech analytics makes the identification of actionable insights possible through high volume discovery, as it offers high-level views and drill-down to details. Real-time speech analytics provides the next best actionable guidance message to agents once the customer interactions are captured and analyzed, leading to improved operational efficiency. Speech analytics also offers benefits such as accurate performance metrics, the discovery of call patterns and trends, and bringing to light new revenue streams. More use cases of real-time speech analytics are witnessed across various industries such as financial services, hospitality, healthcare, and retail. Players in the speech analytics market will benefit from leveraging technologies such as AI and ML. For instance, VoiceBase, a leading speech analytics vendor, offers AI-powered speech analytics solutions for call center agents and supervisors.

Challenge: Complex data ecosystem leading to data breaches and security issues

Data consolidation helps to transform the gathered data into a single format, thus simplifying the decision-making process for companies. Data exchanges and data ecosystems 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 on the value of the data for each customer segment. However, since centralized data is more prone to cyberattacks, data exchange is a major concern for data-sensitive organizations in industry verticals such as BFSI and healthcare, which deal with individual data. Such organizations need to take extreme care to ensure the safety of customers’ personal information. Data breaches impact an organization’s identity and security, and fool-proof security measures are a priority. In some countries, the concerned organizations are partially responsible for the damage triggered by the loss of confidential data. Enterprises must also ensure the security of data outsourced to a third-party BI vendor for analysis. However, with companies increasingly adopting data security solutions, consumer data security is not expected to be a major issue for long.

The solution segment is expected to account for the largest market share during the forecast period

The solutions segment is expected to hold a larger market share in 2021, while the services segment is projected to grow at a higher CAGR during the forecast period. Solutions’ large market share is attributed to their increased adoption across verticals to help resolve customer queries through surveillance. Integrated with technologies, such as AI and ML, these solutions can create a detailed analysis of voice communication in real-time.

Based on applications, the speech analytics market is segregated into customer experience management, call monitoring and summarization, agent performance monitoring, sales and marketing management, risk and compliance management, sentiment analysis, and other applications. And based on deployment mode, the market is segmented into cloud and on-premises segments, of which the cloud segment is expected to hold the larger market share over the next few years.

North America accounts for the largest market size while Asia Pacific to have highest CAGR during the forecast period

The speech analytics market is expected to hold the largest market share across North America. This is due to the increasing demand for enhanced customer support services to strengthen customer retention initiatives. Organizations in the region have leveraged AI and ML-based technologies as a part of their ongoing business process to stay ahead in the market. The Asia Pacific is expected to have the highest CAGR during the forecast period due to the rising government initiatives and investments towards the adoption of AI and analytics-based solutions.

Speech Analytics Market by Region

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Key Market Leaders in Speech Analytics

The Major players in speech analytics market are NICE (US), Micro Focus (UK), Verint (US), Avaya (US), OpenText (Canada), Google (US), Vonage (US), Genesys (US), Calabrio (US), CallMiner (US), AWS (US), Clarabridge (US), Almawave (Italy), Talkdesk (US), Alvaria (US), Castel (US), VoiceBase (US), Intelligent Voice (US), CallTrackingMetrics (US), Five9 (US), 3CLogic (US), CloudTalk (US), Deepgram (US), Gnani.ai (India), Observe.AI (US), SpeechTech (US), Speech-i Ltd (England), Batvoice (France), Kwantics (India), Speech Village (UK), and Salesken (US).

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Scope of the Report


Component

Solutions

Speech Engine
Indexing and Query Tools
Reporting and Visualization Tools
Quality Management
Root Cause Analysis
Other Solutions

Services

Professional Services
Managed Services

Applications

Customer Experience Management
Call Monitoring and Summarization
Agent Performance Monitoring
Sales and Marketing Management
Risk and Compliance Management
Sentiment Analysis
Other Applications

Verticals

Banking Finance Services and Insurance (BFSI)
IT and Telecom
Media and Entertainment
Retail and eCommerce
Travel and Hospitality
Government and Defence
Healthcare and Life Sciences
Other Verticals

Region / Geography

North America

US
Canada

Europe

UK
Germany
France
Rest of Europe

Asia Pacific

India
China
Japan
Rest of Asia Pacific

Middle East & Africa

Kingdom of Saudi Arabia (KSA)
United Arab Emirates (UAE)
South Africa
Qatar
Egypt
Rest of Middle East & Africa

Latin America

Brazil
Mexico
Rest of Latin America

This Speech Analytics Market analysis report categorizes the global market based on component, application, organization size, deployment mode, vertical, and region.

By Component:

  • Solutions
    • Speech Engine
    • Indexing and Query Tools
    • Reporting and Visualization Tools
    • Quality Management
    • Root Cause Analysis
    • Other Solutions (Emotion Detection and Workforce Optimization)
  • Services
    • Professional Services
      • Training and Consulting
      • System integration and implementation
      • Support and Maintenance
    • Managed Services

By Applications

  • Customer Experience Management
  • Call monitoring and summarization
  • Agent performance monitoring
  • Sales and marketing management
  • Risk and compliance management
  • Sentiment analysis
  • Other Applications

By Deployment Mode:

  • Cloud
  • On-premises

By Organization Size:

  • Large enterprises
  • Small and medium-sized enterprises (SMEs)

By Vertical

  • Banking Finance Services and Insurance (BFSI)
  • IT and Telecom
  • Media and Entertainment
  • Healthcare and Life Sciences
  • Retail and eCommerce
  • Travel and Hospitality
  • Government and Defence
  • Healthcare and life sciences
  • Other Verticals

By Region

  • North America
    • US
    • Canada
  • Europe
    • UK
    • Germany
    • France
    • Rest of Europe
  • APAC
    • India
    • Japan
    • China
    • Rest of APAC
  • MEA
    • Kingdom of Saudi Arabia (KSA)
    • UAE
    • South Africa
    • Qatar
    • Egypt
    • Rest of Middle East & Africa
  • Latin America
    • Brazil
    • Mexico
    • Rest of Latin America

Recent Developments:

  • In September 2021, Google Cloud announced the strategic partnership with Scotiabank to deepen the bank cloud-first commitment and accelerate the global data and analytics strategy Google Cloud will help create a more personal and predictive banking experience for Scotiabank customers in the Americas and across the globe.    
  • In August 2021, Micro Focus Vertica recently launched its new Vertica 11 Analytics Platform. The product includes major feature enhancements aimed at delivering unified analytics and machine learning across multi-cloud and multi-regional deployments and touts self-service container workflows. Vertica 11 also enables customers to unify their data silos and choose from broad deployment options.
  • In October 2021, Nice announced the next leap in customer experience (CX) with the introduction of Customer Experience Interactions (CXi), a new framework delivered through a unified suite of applications on the CXone platform. CXi empowers organizations to intelligently meet their customers wherever their journey begins, enables resolution through AI and data-driven self-service, and prepares agents to successfully resolve any customer needs.
  • In April 2021, Verint launched Verint Virtual Assistant (IVA), a low-code Speech Analytics offering, which can rapidly turn the existing conversation data into automated self-service experiences. It allows business professionals to quickly deploy a production-ready chatbot to deflect calls and support customers. Verint IVA enables businesses to expand capabilities across the enterprise with boundless intelligence for both voice and digital.
  • In May 2021, OpenText and ATCO Australia partnered to bring in ATCO’s information management solutions to the OpenText Cloud to update work for improved flexibility and cost savings.
  • In April 2021, Avaya announced the enhancement of Avaya OneCloud CCaaS by providing organizations with digital capabilities that better connect customers and employees across any touchpoint, modality, device, and channel.

Frequently Asked Questions (FAQ):

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TABLE OF CONTENTS

1 INTRODUCTION (Page No. - 33)
    1.1 INTRODUCTION TO COVID-19
    1.2 COVID-19 HEALTH ASSESSMENT
          FIGURE 1 COVID-19: GLOBAL PROPAGATION
          FIGURE 2 COVID-19 PROPAGATION: SELECT COUNTRIES
    1.3 COVID-19 ECONOMIC ASSESSMENT
          FIGURE 3 REVISED GROSS DOMESTIC PRODUCT FORECASTS FOR SELECT G20 COUNTRIES IN 2020
           1.3.1 COVID-19 ECONOMIC IMPACT—SCENARIO ASSESSMENT
                    FIGURE 4 CRITERIA IMPACTING THE GLOBAL ECONOMY
                    FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF THE GLOBAL ECONOMY
    1.4 OBJECTIVES OF THE STUDY
    1.5 MARKET DEFINITION
           1.5.1 INCLUSIONS AND EXCLUSIONS
    1.6 MARKET SCOPE
           1.6.1 MARKET SEGMENTATION
           1.6.2 REGIONS COVERED
           1.6.3 YEARS CONSIDERED FOR THE STUDY
    1.7 CURRENCY CONSIDERED
          TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2018–2020
    1.8 STAKEHOLDERS
    1.9 SUMMARY OF CHANGES

2 RESEARCH METHODOLOGY (Page No. - 44)
    2.1 RESEARCH DATA
          FIGURE 6 SPEECH ANALYTICS MARKET: RESEARCH DESIGN
           2.1.1 SECONDARY DATA
           2.1.2 PRIMARY DATA
                    TABLE 2 PRIMARY INTERVIEWS
                    2.1.2.1 Breakup of primary profiles
                    2.1.2.2 Key industry insights
    2.2 MARKET BREAKUP AND DATA TRIANGULATION
          FIGURE 7 DATA TRIANGULATION
    2.3 MARKET SIZE ESTIMATION
          FIGURE 8 SPEECH ANALYTICS MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
           2.3.1 TOP-DOWN APPROACH
           2.3.2 BOTTOM-UP APPROACH
                    FIGURE 9 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 1 (SUPPLY SIDE): REVENUE FROM SOLUTIONS/SERVICES OF THE SPEECH ANALYTICS MARKET
                    FIGURE 10 MARKET SIZE ESTIMATION METHODOLOGY- APPROACH 2, BOTTOM-UP (SUPPLY SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF THE SPEECH ANALYTICS MARKET
                    FIGURE 11 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 3, BOTTOM-UP (SUPPLY SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF THE SPEECH ANALYTICS MARKET
                    FIGURE 12 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 4, BOTTOM-UP (DEMAND SIDE): SHARE OF SPEECH ANALYTICS THROUGH OVERALL SPEECH ANALYTICS SPENDING
    2.4 MARKET FORECAST
          TABLE 3 FACTOR ANALYSIS
    2.5 COMPANY EVALUATION MATRIX METHODOLOGY
          FIGURE 13 COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE
    2.6 STARTUP/SME EVALUATION MATRIX METHODOLOGY
          FIGURE 14 STARTUP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE
    2.7 ASSUMPTIONS FOR THE STUDY
    2.8 LIMITATIONS OF THE STUDY
    2.9 IMPLICATIONS OF COVID-19 ON THE SPEECH ANALYTICS MARKET
          FIGURE 15 QUARTERLY IMPACT OF COVID-19 DURING 2020–2021

3 EXECUTIVE SUMMARY (Page No. - 61)
    TABLE 4 GLOBAL SPEECH ANALYTICS MARKET SIZE AND GROWTH RATE, 2016–2020 (USD MILLION, Y-O-Y %)
    TABLE 5 GLOBAL MARKET SIZE AND GROWTH RATE, 2021–2026 (USD MILLION, Y-O-Y %)
    FIGURE 16 MARKET SNAPSHOT, BY COMPONENT
    FIGURE 17 MARKET SNAPSHOT, BY SOLUTION
    FIGURE 18 MARKET SNAPSHOT, BY SERVICE
    FIGURE 19 MARKET SNAPSHOT, BY PROFESSIONAL SERVICE
    FIGURE 20 MARKET SNAPSHOT, BY DEPLOYMENT MODE
    FIGURE 21 MARKET SNAPSHOT, BY ORGANIZATION SIZE
    FIGURE 22 MARKET SNAPSHOT, BY APPLICATION
    FIGURE 23 MARKET SNAPSHOT, BY VERTICAL
    FIGURE 24 MARKET SNAPSHOT, BY REGION

4 PREMIUM INSIGHTS (Page No. - 68)
    4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE SPEECH ANALYTICS MARKET
          FIGURE 25 GROWING DEMAND TO MONITOR AND IMPROVE AGENT PERFORMANCE TO DRIVE THE GROWTH OF THE MARKET
    4.2 MARKET: TOP THREE APPLICATIONS
          FIGURE 26 SENTIMENT ANALYSIS APPLICATION TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
    4.3 MARKET: BY REGION
          FIGURE 27 NORTH AMERICA TO HOLD THE LARGEST MARKET SHARE IN 2021
    4.4 SPEECH ANALYTICS MARKET IN NORTH AMERICA, BY TOP THREE APPLICATION AND VERTICAL
          FIGURE 28 CUSTOMER EXPERIENCE MANAGEMENT APPLICATION AND BFSI VERTICAL TO ACCOUNT FOR THE LARGEST SHARES IN THE MARKET IN 2021

5 MARKET OVERVIEW AND INDUSTRY TRENDS (Page No. - 71)
    5.1 INTRODUCTION
    5.2 MARKET DYNAMICS
          FIGURE 29 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: SPEECH ANALYTICS MARKET
           5.2.1 DRIVERS
                    5.2.1.1 Increasing need to improve the customer journey and overall experience
                    5.2.1.2 Growing need to enhance and monitor agent performance
                    5.2.1.3 Adherence to regulatory and compliance standards
                    5.2.1.4 Growing demand for voice authentication in mobile banking applications during COVID-19
           5.2.2 RESTRAINTS
                    5.2.2.1 Need for integration with the prevailing system
                    5.2.2.2 Inability to quantify Return on Investment (RoI)
                    5.2.2.3 Concerns regarding data privacy and security due to the pandemic
           5.2.3 OPPORTUNITIES
                    5.2.3.1 Rising need to predict customer intent and behavior
                    5.2.3.2 Use of AI- and ML-based technologies to facilitate real-time actionable customer insights
                    5.2.3.3 Growing need for cloud-based speech analytics solutions to bolster customer retention
           5.2.4 CHALLENGES
                    5.2.4.1 Complex data ecosystem leading to data breaches and security issues
                    5.2.4.2 Lack of skilled workforce to articulate business opportunities
                    5.2.4.3 Expensive integration of speech analytics solutions with other analytics solutions
           5.2.5 CUMULATIVE GROWTH ANALYSIS
    5.3 INDUSTRY TRENDS
           5.3.1 FEATURES/FUNCTIONALITIES
                    5.3.1.1 Emotion detection
                    5.3.1.2 Speech-to-text recognition
                    5.3.1.3 Phonetic indexing
                    5.3.1.4 Talk over analytics
           5.3.2 SPEECH ANALYTICS: EVOLUTION
                    FIGURE 30 EVOLUTION OF THE SPEECH ANALYTICS MARKET
           5.3.3 ECOSYSTEM
                    FIGURE 31 MARKET: ECOSYSTEM
           5.3.4 SUPPLY CHAIN ANALYSIS
                    FIGURE 32 SUPPLY CHAIN ANALYSIS
                    TABLE 6 MARKET: SUPPLY CHAIN
           5.3.5 MARKET: COVID-19 IMPACT
                    FIGURE 33 MARKET TO WITNESS MINIMAL SLOWDOWN IN GROWTH IN 2020
           5.3.6 TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS OF THE MARKET
                    FIGURE 34 SPEECH ANALYTICS MARKET: TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS
           5.3.7 REGULATORY IMPLICATIONS
                    5.3.7.1 General Data Protection Regulation
                    5.3.7.2 Market Abuse Regulation
                    5.3.7.3 Revision of Markets in Financial Instruments Directive
                    5.3.7.4 European Banking Regulations
                    5.3.7.5 Health Insurance Portability and Accountability Act
                    5.3.7.6 California Consumer Privacy Act
                    5.3.7.7 Office of Communications
                    5.3.7.8 Polish Civil Code
                    5.3.7.9 Federal Communications Commission
           5.3.8 CASE STUDY ANALYSIS
           5.3.9 EDUCATION: USE CASES
                    5.3.9.1 CoachHub has selected CloudTalk to streamline the service process at all levels
                    5.3.9.2 The University of Texas has leverage with AWS Connect to improve the student experience at the university
           5.3.10 RETAIL AND ECOMMERCE: USE CASES
                    5.3.10.1 Brunello Cucinelli leveraged Amazon Connect and Salesforce Service Cloud Voice to build a contact center that can assist each customer with tailored support
           5.3.11 MEDIA AND ENTERTAINMENT: USE CASES
                    5.3.11.1 SBA contact center uses Amazon Connect to have the agility to edit the routing and contact flows to provide small businesses with additional support
                    5.3.11.2 Are Media has selected Amazon Connect as it can set up a contact center, add multiple queues and agents, and start accepting calls
           5.3.12 HEALTHCARE AND LIFE SCIENCES: USE CASES
                    5.3.12.1 AxialHealthCare has selected the Amazon Connect to meet its fully functional and lightweight contact center applications need
                    5.3.12.2 VitalityHealth selected CallMiner speech analytics solutions to help assess its business needs
           5.3.13 BANKING, FINANCIAL SERVICE, AND INSURANCE: USE CASES
                    5.3.13.1 US Bank needed to implement NICE Nexidia Analytics solution to get interactions insights from structured and unstructured data
                    5.3.13.2 Ratesdotca selected AWS with Amazon Connect to customize its contact center
           5.3.14 IT AND TELECOM: USE CASES
                    5.3.14.1 Suunto leveraged Micro Focus Vertica Analytics Platform to ingest and analyze massive data volume of customer experience
                    5.3.14.2 Vodafone selected Amazon Connect to simplify the contact center operations by drawing on artificial intelligence and machine learning technology to automate its most common requests
           5.3.15 TRAVEL: USE CASES
                    5.3.15.1 Grand Travel Chose CallMiner to provide insights on how to customize automated reports for its stakeholder
           5.3.16 ENERGY AND UTILITIES: USE CASES
                    5.3.16.1 Great Western Water selected Calabrio One to enable call recording quality management and workforce management
                    5.3.16.2 Origin selected AWS to bring transition in the customer service teams
           5.3.17 TECHNOLOGY ANALYSIS
                    5.3.17.1 Speech Analytics and Artificial Intelligence (AI)
                    5.3.17.2 Speech Analytics and Machine Learning (ML)
                    5.3.17.3 Speech Analytics and Natural Language Processing (NLP)
           5.3.18 PATENT ANALYSIS
                    5.3.18.1 Methodology
                    5.3.18.2 Document Type
                                TABLE 7 PATENTS FILED, 2018-2021
                    5.3.18.3 INNOVATION AND PATENT APPLICATIONS
                                FIGURE 35 TOTAL NUMBER OF PATENTS GRANTED IN A YEAR, 2018–2021
                    5.3.18.4 Top applicants
                                FIGURE 36 TOP 10 COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS, 2018–2021
           5.3.19 PRICING MODEL ANALYSIS, 2021
                                TABLE 8 SPEECH ANALYTICS MARKET: PRICING MODEL ANALYSIS, 2021
           5.3.20 PORTER’S FIVE FORCES ANALYSIS
                     TABLE 9 IMPACT OF EACH FORCE ON THE MARKET
                     FIGURE 37 PORTER’S FIVE FORCES ANALYSIS
                    5.3.20.1 Threat of new entrants
                    5.3.20.2 Threat of substitutes
                    5.3.20.3 Bargaining power of suppliers
                    5.3.20.4 Bargaining power of buyers
                    5.3.20.5 Intensity of competitive rivalry
           5.3.21 SCENARIO
                     TABLE 10 CRITICAL FACTORS IMPACTING THE GROWTH OF THE MARKET

6 SPEECH ANALYTICS MARKET SIZE, BY COMPONENT (Page No. - 101)
    6.1 INTRODUCTION
           6.1.1 COMPONENTS: COVID-19 IMPACT
                   FIGURE 38 SERVICES SEGMENT TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD
                   TABLE 11 MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                    TABLE 12 MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
    6.2 SOLUTIONS
          FIGURE 39 REPORTING AND VISUALIZATION TOOLS SEGMENT TO REGISTER THE HIGHEST CAGR DURING FORECAST PERIOD
          TABLE 13 MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
          TABLE 14 SPEECH ANALYTICS MARKET SIZE, BY SOLUTION, 2021–2026 (USD MILLION)
          TABLE 15 SOLUTIONS: SPEECH ANALYTICS SIZE, BY REGION, 2016–2020 (USD MILLION)
          TABLE 16 SOLUTIONS: SPEECH ANALYTICS SIZE, BY REGION, 2021–2026 (USD MILLION)
           6.2.1 SPEECH ENGINE
                    6.2.1.1 Speech engine uses two important techniques: phonetics and large vocabulary continuous speech recognition to perform the task of converting conversations into system-readable data
                                TABLE 17 SPEECH ENGINE: SPEECH ANALYTICS SIZE, BY REGION, 2016–2020 (USD MILLION)
                                TABLE 18 SPEECH ENGINE: SPEECH ANALYTICS SIZE, BY REGION, 2021–2026 (USD MILLION)
           6.2.2 INDEXING AND QUERY TOOLS
                    6.2.2.1 Growing need to analyze customers queries in real time to boost the growth of indexing and query tools in the speech analytics market
                                TABLE 19 INDEXING AND QUERY TOOLS: SPEECH ANALYTICS SIZE, BY REGION, 2016–2020 (USD MILLION)
                                TABLE 20 INDEXING AND QUERY TOOLS: SPEECH ANALYTICS SIZE, BY REGION, 2021–2026 (USD MILLION)
           6.2.3 REPORTING AND VISUALIZATION TOOLS
                    6.2.3.1 Reporting and visualization tools help end users in drilling down and filtering out the overall customer conversation details
                                TABLE 21 REPORTING AND VISUALIZATION TOOLS: SPEECH ANALYTICS SIZE, BY REGION, 2016–2020 (USD MILLION)
                                TABLE 22 REPORTING AND VISUALIZATION TOOLS: SPEECH ANALYTICS SIZE, BY REGION, 2021–2026 (USD MILLION)
           6.2.4 QUALITY MANAGEMENT
                    6.2.4.1 Quality management solution primarily analyzes consumer interactions in real-time using advanced NLP technology coupled with AI and ML
                                TABLE 23 QUALITY MANAGEMENT: SPEECH ANALYTICS SIZE, BY REGION, 2016–2020 (USD MILLION)
                                TABLE 24 QUALITY MANAGEMENT: SPEECH ANALYTICS SIZE, BY REGION, 2021–2026 (USD MILLION)
           6.2.5 ROOT CAUSE ANALYSIS
                    6.2.5.1 Growing need to analyze customer buying behavior for enhanced business performance to drive the growth of speech analytics solutions across the globe
                                TABLE 25 ROOT CAUSE ANALYSIS: SPEECH ANALYTICS SIZE, BY REGION, 2016–2020 (USD MILLION)
                                TABLE 26 ROOT CAUSE ANALYSIS: SPEECH ANALYTICS SIZE, BY REGION, 2021–2026 (USD MILLION)
           6.2.6 OTHER SOLUTIONS
                    TABLE 27 OTHER SOLUTIONS: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 28 OTHER SOLUTIONS: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    6.3 SERVICES
          40 MANAGED SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
          TABLE 29 MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION)
          TABLE 30 MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
          TABLE 31 SERVICES: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
          TABLE 32 SERVICES: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
           6.3.1 PROFESSIONAL SERVICES
                    6.3.1.1 Professional services are mostly post-sales services that are delivered to customers after the purchase of the product
                                FIGURE 41 TRAINING AND CONSULTING SEGMENT TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
                                TABLE 33 PROFESSIONAL SERVICES: SPEECH ANALYTICS MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION)
                                TABLE 34 PROFESSIONAL SERVICES: MARKET SIZE, BY TYPE, 2021–2026 (USD MILLION)
                                TABLE 35 PROFESSIONAL SERVICES: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                                TABLE 36 PROFESSIONAL SERVICES: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                    6.3.1.2 Training and consulting services
                               6.3.1.2.1 Training and consulting services are needed in the initial phase of implementing speech analytics solutions or when organizations are looking for customized solutions based on their business needs and market trends
                                              TABLE 37 TRAINING AND CONSULTING: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                                              TABLE 38 TRAINING AND CONSULTING: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                    6.3.1.3 System integration and implementation
                               6.3.1.3.1 Speech analytics solutions must be integrated with existing systems; this requires the right level of connectors and back-end integration capabilities
                                              TABLE 39 SYSTEM INTEGRATION AND IMPLEMENTATION: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                                              TABLE 40 SYSTEM INTEGRATION AND IMPLEMENTATION: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                    6.3.1.4 Support and maintenance
                               6.3.1.4.1 Support and maintenance services are adopted by organizations that use the on-premises deployment model for speech analytics solutions
                                              TABLE 41 SUPPORT AND MAINTENANCE: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                                              TABLE 42 SUPPORT AND MAINTENANCE: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
           6.3.2 MANAGED SERVICES
                    6.3.2.1 Enterprises in the market must ensure the provision of certain services for their clients to maintain their market position
                                TABLE 43 MANAGED SERVICES: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                                TABLE 44 MANAGED SERVICES: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)

7 SPEECH ANALYTICS MARKET SIZE, BY APPLICATION (Page No. - 121)
    7.1 INTRODUCTION
           7.1.1 APPLICATIONS: COVID-19 IMPACT
                    FIGURE 42 CONTENT TRANSCRIPTION SEGMENT TO WITNESS THE HIGHEST CAGR DURING THE FORECAST PERIOD
                    TABLE 45 MARKET SIZE, BY APPLICATION, 2016–2020 (USD MILLION)
                    TABLE 46 MARKET SIZE, BY APPLICATION, 2021–2026 (USD MILLION)
    7.2 CUSTOMER EXPERIENCE MANAGEMENT
           7.2.1 SPEECH ANALYTICS PROVIDES ENHANCED CUSTOMER EXPERIENCE MANAGEMENT TO COMPANIES; IT ANALYZES THE TARGET CUSTOMERS AND CREATES AND DELIVERS PERSONALIZED EXPERIENCES TO THEM, THEREBY ENSURING THEIR LOYALTY
                    TABLE 47 CUSTOMER EXPERIENCE MANAGEMENT: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 48 CUSTOMER EXPERIENCE MANAGEMENT: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    7.3 CALL MONITORING AND SUMMARIZATION
           7.3.1 CALL MONITORING AND SUMMARIZATION APPLICATION HELPS ANALYZE THE MEANINGFUL INSIGHTS FROM THE RECORDED VOICE OR SPEECH DATA
                    TABLE 49 CALL MONITORING AND SUMMARIZATION: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 50 CALL MONITORING AND SUMMARIZATION: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    7.4 AGENT PERFORMANCE MONITORING
           7.4.1 AGENT PERFORMANCE MONITORING IS CONSIDERED AS ONE OF THE MOST IMPORTANT SPEECH ANALYTICS APPLICATIONS, AS IT HELPS COMPANIES TRANSCRIBE THE RECORDED CALL TO DIGITAL TEXT AND UNDERSTAND THE CUSTOMER-AGENT INTERACTION
                    TABLE 51 AGENT PERFORMANCE MONITORING: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 52 AGENT PERFORMANCE MONITORING: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    7.5 SALES AND MARKETING MANAGEMENT
           7.5.1 GROWING NEED TO OFFER ENHANCED USER EXPERIENCE TO THE TARGET CUSTOMERS AND ESTABLISH A STANDARD GOVERNANCE PROCESS FOR SALES AND MARKETING DATA
                    TABLE 53 SALES AND MARKETING MANAGEMENT: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 54 SALES AND MARKETING MANAGEMENT: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    7.6 SENTIMENTAL ANALYSIS
           7.6.1 SENTIMENTAL ANALYSIS USES NLP, TEXT ANALYSIS, COMPUTATIONAL LINGUISTICS, AND BIOMETRICS TO SYSTEMATICALLY IDENTIFY, EXTRACT, QUANTIFY, AND ANALYZE CUSTOMER INTENT
                    TABLE 55 SENTIMENT ANALYSIS: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 56 SENTIMENT ANALYSIS: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    7.7 RISK AND COMPLIANCE MANAGEMENT
           7.7.1 RISK AND COMPLIANCE MANAGEMENT APPLICATION ASSISTS CONTACT CENTER AGENTS IN PROPERLY UNDERSTANDING THE NECESSARY POLICIES, PROCEDURES, FORMS, CHECKLISTS, AND TEMPLATES, ENSURING THEY MEET THE CALL CENTER COMPLIANCES AND REGULATIONS
                    TABLE 57 RISK AND COMPLIANCE MANAGEMENT: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 58 RISK AND COMPLIANCE MANAGEMENT: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    7.8 OTHER APPLICATIONS
          TABLE 59 OTHER APPLICATIONS: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
          TABLE 60 OTHER APPLICATIONS: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)

8 SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE (Page No. - 133)
    8.1 INTRODUCTION
           8.1.1 DEPLOYMENT MODES: COVID-19 IMPACT ON THE MARKET
                    FIGURE 43 CLOUD SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD
                    TABLE 61 MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
                    TABLE 62 MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
    8.2 CLOUD
           8.2.1 CLOUD DEPLOYMENT MODE PROVIDES MULTIPLE BENEFITS, SUCH AS REDUCED OPERATIONAL COSTS, SIMPLE DEPLOYMENTS, AND HIGHER SCALABILITY
                    TABLE 63 CLOUD: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 64 CLOUD: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    8.3 ON-PREMISES
           8.3.1 ON-PREMISES DEPLOYMENT MODE REFERS TO THE INSTALLATION OF SPEECH ANALYTICS SOLUTIONS AND ASSOCIATED SERVICES ON THE PREMISES OF A PERSON OR ORGANIZATION
                    TABLE 65 ON-PREMISES: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 66 ON-PREMISES: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)

9 SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE (Page No. - 138)
    9.1 INTRODUCTION
           9.1.1 ORGANIZATION SIZE: COVID-19 IMPACT ON THE MARKET
                    FIGURE 44 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD
                    TABLE 67 MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                    TABLE 68 MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
    9.2 SMALL AND MEDIUM-SIZED ENTERPRISES
           9.2.1 GROWING TREND OF REMOTE WORKING WITH THE NEED TO MONITOR MISSION-CRITICAL COMMUNICATION TO DRIVE THE ADOPTION OF SPEECH ANALYTICS SOLUTIONS WITHIN SMES
                    TABLE 69 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 70 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    9.3 LARGE ENTERPRISES
           9.3.1 NEED TO OPTIMIZE OPERATIONS AND BUSINESS PRACTICES TO GAIN MAXIMUM COST BENEFITS WILL DRIVE THE ADOPTION OF SPEECH ANALYTICS SOLUTIONS IN LARGE ENTERPRISES
                    TABLE 71 LARGE ENTERPRISES: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 72 LARGE ENTERPRISES: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)

10 SPEECH ANALYTICS MARKET SIZE, BY VERTICAL (Page No. - 143)
     10.1 INTRODUCTION
             10.1.1 VERTICALS: COVID-19 IMPACT
                        FIGURE 45 HEALTHCARE AND LIFE SCIENCES VERTICAL TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
                        TABLE 73 MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION)
                        TABLE 74 MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
     10.2 BANKING, FINANCIAL SERVICES, AND INSURANCE
             10.2.1 SPEECH ANALYTICS SOLUTIONS HELP EFFORTLESSLY REDUCE REGULATORY AND REPUTATIONAL RISKS BY ACCURATELY DETECTING MARKET MANIPULATION AND ENABLING ANALYSTS TO INVESTIGATE THREATS EFFICIENTLY AND WILL SEE GREATER DEMAND FROM FINANCIAL INSTITUTIONS
                        TABLE 75 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                        TABLE 76 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
     10.3 IT AND TELECOM
             10.3.1 IT AND TELECOM INVOLVES A LARGE AMOUNT OF CUSTOMER CARE AND INTENSE COMPETITION ACROSS THE TARGET SEGMENT
                        TABLE 77 IT AND TELECOM: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                        TABLE 78 IT AND TELECOM: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
     10.4 RETAIL AND ECOMMERCE
             10.4.1 RISING NEED TO ENHANCE CUSTOMER EXPERIENCE, EMPLOYEE EFFICIENCY, AND THE OVERALL FUNCTIONING OF THE BUSINESS TO BOOST THE DEMAND FOR SPEECH ANALYTICS ACROSS RETAIL AND ECOMMERCE SECTORS
                        TABLE 79 RETAIL AND ECOMMERCE: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                        TABLE 80 RETAIL AND ECOMMERCE: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
     10.5 HEALTHCARE AND LIFE SCIENCES
             10.5.1 SPEECH ANALYTICS HELPS HEALTHCARE FIRMS IMPROVE THEIR PATIENTS’ EXPERIENCE BY ANALYZING THE INTERACTION WHEN THEY CALL FOR FOLLOW-UPS, BILLING INQUIRIES, PAYMENT QUERIES, AND SCHEDULING APPOINTMENTS
                        TABLE 81 HEALTHCARE AND LIFE SCIENCES: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                        TABLE 82 HEALTHCARE AND LIFE SCIENCES: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
     10.6 GOVERNMENT AND DEFENSE
             10.6.1 GOVERNMENT AND PUBLIC SECTOR ORGANIZATIONS HAVE BEEN WITNESSING CONSTANT PRESSURE TO DELIVER CHEAPER SERVICES TO MEET THE EMERGING NEEDS OF CITIZENS
                        TABLE 83 GOVERNMENT AND DEFENSE: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                        TABLE 84 GOVERNMENT AND DEFENSE: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
     10.7 MEDIA AND ENTERTAINMENT
             10.7.1 SPEECH ANALYTICS SOLUTIONS HAVE ENABLED THE CONTENT PRODUCERS, OWNERS, AND CONSUMERS TO EXPERIENCE THE CONTENT IN REAL TIME
                        TABLE 85 MEDIA AND ENTERTAINMENT: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                        TABLE 86 MEDIA AND ENTERTAINMENT: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
     10.8 TRAVEL AND HOSPITALITY
             10.8.1 GROWING DEMAND TO IMPROVE THE BUSINESS ACTIVITY, ENHANCE CONVERSIONS, REDUCE CUSTOMER SERVICE COSTS, AND STREAMLINE CUSTOMER EXPERIENCES TO BOOST THE DEMAND FOR SPEECH ANALYTICS SOLUTIONS AMONG THE TRAVEL AND HOSPITALITY VERTICAL
                        TABLE 87 TRAVEL AND HOSPITALITY: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                        TABLE 88 TRAVEL AND HOSPITALITY: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
     10.9 ENERGY AND UTILITIES
             10.9.1 ENERGY AND UTILITIES VERTICAL DEPLOYING SPEECH ANALYTICS SOLUTIONS TO GATHER INSIGHTS INTO THE VOICE OF CUSTOMERS ABOUT THEIR SERVICES AND CONCURRENT ISSUES
                        TABLE 89 ENERGY AND UTILITIES: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                        TABLE 90 ENERGY AND UTILITIES: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
     10.10 OTHER VERTICALS
              TABLE 91 OTHER VERTICALS: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
              TABLE 92 OTHER VERTICALS: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)

11 SPEECH ANALYTICS MARKET SIZE, BY REGION (Page No. - 159)
     11.1 INTRODUCTION
             FIGURE 46 INDIA TO ACCOUNT FOR THE HIGHEST CAGR DURING THE FORECAST PERIOD
             FIGURE 47 ASIA PACIFIC TO WITNESS THE HIGHEST CAGR DURING THE FORECAST PERIOD
             TABLE 93 MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
             TABLE 94 MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
     11.2 NORTH AMERICA
             11.2.1 NORTH AMERICA: COVID-19 IMPACT
             11.2.2 NORTH AMERICA: REGULATIONS
                        11.2.2.1 Personal Information Protection and Electronic Documents Act (PIPEDA)
                        11.2.2.2 Gramm–Leach–Bliley Act
                        11.2.2.3 Health Insurance Portability and Accountability Act of 1996
                        11.2.2.4 Health Level Seven (HL7)
                        11.2.2.5 Occupational Safety and Health Administration (OSHA)
                        11.2.2.6 Federal Information Security Management Act
                        11.2.2.7 Federal Information Processing Standards
                        11.2.2.8 California Consumer Privacy Act
                                      FIGURE 48 NORTH AMERICA: MARKET SNAPSHOT
                                      TABLE 95 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 96 NORTH AMERICA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                                      TABLE 97 NORTH AMERICA: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
                                      TABLE 98 NORTH AMERICA: MARKET SIZE, BY SOLUTION, 2021–2026 (USD MILLION)
                                      TABLE 99 NORTH AMERICA: MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION)
                                      TABLE 100 NORTH AMERICA: MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                                      TABLE 101 NORTH AMERICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2020 (USD MILLION)
                                      TABLE 102 NORTH AMERICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
                                      TABLE 103 NORTH AMERICA: MARKET SIZE, BY APPLICATION, 2016–2020 (USD MILLION)
                                      TABLE 104 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY APPLICATION, 2021–2026 (USD MILLION)
                                      TABLE 105 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
                                      TABLE 106 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
                                      TABLE 107 NORTH AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                                      TABLE 108 NORTH AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
                                      TABLE 109 NORTH AMERICA: MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION)
                                      TABLE 110 NORTH AMERICA: MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
                                      TABLE 111 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
                                      TABLE 112 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
             11.2.3 UNITED STATES
                        11.2.3.1 The US market is undergoing a major transformation in the implementation of AI, ML, and analytics-based solutions
                                      TABLE 113 UNITED STATES: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 114 UNITED STATES: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
             11.2.4 CANADA
                        11.2.4.1 Adoption of speech analytics solutions among Canadian organizations to grow and create opportunities for global vendors
                                      TABLE 115 CANADA: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 116 CANADA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
     11.3 EUROPE
             11.3.1 EUROPE: COVID-19 IMPACT
             11.3.2 EUROPE: REGULATIONS
                        11.3.2.1 General Data Protection Regulation
                        11.3.2.2 Payment Card Industry Data Security Standard
                        11.3.2.3 European Committee for Standardization
                                      TABLE 117 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 118 EUROPE: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                                      TABLE 119 EUROPE: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
                                      TABLE 120 EUROPE: MARKET SIZE, BY SOLUTION, 2021–2026 (USD MILLION)
                                      TABLE 121 EUROPE: MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION)
                                      TABLE 122 EUROPE: MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                                      TABLE 123 EUROPE: MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2020 (USD MILLION)
                                      TABLE 124 EUROPE: MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                                      TABLE 125 EUROPE: MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
                                      TABLE 126 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
                                      TABLE 127 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                                      TABLE 128 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
                                      TABLE 129 EUROPE: MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION)
                                      TABLE 130 EUROPE: MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
                                      TABLE 131 EUROPE: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
                                      TABLE 132 EUROPE: MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
             11.3.3 UNITED KINGDOM
                        11.3.3.1 The UK is one of the fastest-growing markets for speech analytics solutions
                                      TABLE 133 UNITED KINGDOM: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 134 UNITED KINGDOM: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
             11.3.4 GERMANY
                        11.3.4.1 In Germany, a highly skilled labor force and strong infrastructure drive the adoption of analytical technologies in the country
                                      TABLE 135 GERMANY: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 136 GERMANY: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
             11.3.5 FRANCE
                        11.3.5.1 France is edging toward the massive adoption of speech analytics in the coming years
                                      TABLE 137 FRANCE: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 138 FRANCE: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
             11.3.6 REST OF EUROPE
                        TABLE 139 REST OF EUROPE: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                        TABLE 140 REST OF EUROPE: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
     11.4 ASIA PACIFIC
             11.4.1 ASIA PACIFIC: COVID-19 IMPACT
             11.4.2 ASIA PACIFIC: REGULATIONS
                        11.4.2.1 Personal Data Protection Act
                        11.4.2.2 Act on the Protection of Personal Information (APPI)
                        11.4.2.3 International Organization for Standardization 27001
                                      FIGURE 49 ASIA PACIFIC: MARKET SNAPSHOT
                                      TABLE 141 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 142 ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                                      TABLE 143 ASIA PACIFIC: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
                                      TABLE 144 ASIA PACIFIC: MARKET SIZE, BY SOLUTION, 2021–2026 (USD MILLION)
                                      TABLE 145 ASIA PACIFIC: MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION)
                                      TABLE 146 ASIA PACIFIC: MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                                      TABLE 147 ASIA PACIFIC: MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2020 (USD MILLION)
                                      TABLE 148 ASIA PACIFIC: MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
                                      TABLE 149 ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
                                      TABLE 150 ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
                                      TABLE 151 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                                      TABLE 152 ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
                                      TABLE 153 ASIA PACIFIC: MARKET SIZE, BY APPLICATION, 2016–2020 (USD MILLION)
                                      TABLE 154 ASIA PACIFIC: MARKET SIZE, BY APPLICATION, 2021–2026 (USD MILLION)
                                      TABLE 155 ASIA PACIFIC: MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION)
                                      TABLE 156 ASIA PACIFIC: MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
                                      TABLE 157 ASIA PACIFIC: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
                                      TABLE 158 ASIA PACIFIC: MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
             11.4.3 INDIA
                        11.4.3.1 Increase in technology innovation and digital adoption to boast the speech analytics market growth in India
                                      TABLE 159 INDIA: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 160 INDIA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                                      TABLE 161 INDIA: MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
                                      TABLE 162 INDIA: MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
             11.4.4 JAPAN
                        11.4.4.1 Adoption of advanced technologies led to the growth of the market in Japan
                                      TABLE 163 JAPAN: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 164 JAPAN: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
             11.4.5 CHINA
                        11.4.5.1 China is one of the leading global hubs for technological development and leading vendors in the marketspace
                                      TABLE 165 CHINA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 166 CHINA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
             11.4.6 REST OF ASIA PACIFIC
                        TABLE 167 REST OF ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                        TABLE 168 REST OF ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
     11.5 MIDDLE EAST AND AFRICA
             11.5.1 MIDDLE EAST AND AFRICA: COVID-19 IMPACT
             11.5.2 MIDDLE EAST AND AFRICA: REGULATIONS
                        11.5.2.1 Israeli Privacy Protection Regulations (Data Security), 5777-2017
                        11.5.2.2 GDPR Applicability in KSA
                        11.5.2.3 Protection of Personal Information Act
                                      TABLE 169 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 170 MIDDLE EAST AND AFRICA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                                      TABLE 171 MIDDLE EAST AND AFRICA: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
                                      TABLE 172 MIDDLE EAST AND AFRICA: MARKET SIZE, BY SOLUTION, 2021–2026 (USD MILLION)
                                      TABLE 173 MIDDLE EAST AND AFRICA: MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION)
                                      TABLE 174 MIDDLE EAST AND AFRICA: MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                                      TABLE 175 MIDDLE EAST AND AFRICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2020 (USD MILLION)
                                      TABLE 176 MIDDLE EAST AND AFRICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
                                      TABLE 177 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY APPLICATION, 2016–2020 (USD MILLION)
                                      TABLE 178 MIDDLE EAST AND AFRICA: MARKET SIZE, BY APPLICATION, 2021–2026 (USD MILLION)
                                      TABLE 179 MIDDLE EAST AND AFRICA: MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
                                      TABLE 180 MIDDLE EAST AND AFRICA: MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
                                      TABLE 181 MIDDLE EAST AND AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                                      TABLE 182 MIDDLE EAST AND AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
                                      TABLE 183 MIDDLE EAST AND AFRICA: MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION)
                                      TABLE 184 MIDDLE EAST AND AFRICA: MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
                                      TABLE 185 MIDDLE EAST AND AFRICA: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                                      TABLE 186 MIDDLE EAST AND AFRICA: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
             11.5.3 SAUDI ARABIA
                        11.5.3.1 Adoption of advanced technologies, a large mobile workforce, and a growing economy drive the adoption of speech analytics solutions in the country
                                      TABLE 187 SAUDI ARABIA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 188 SAUDI ARABIA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                                      TABLE 189 SAUDI ARABIA: MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
                                      TABLE 190 SAUDI ARABIA: MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
             11.5.4 UNITED ARAB EMIRATES
                        11.5.4.1 In this region, there is an increasing trend toward the use of speech analytics for business processes
                                      TABLE 191 UNITED ARAB EMIRATES: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 192 UNITED ARAB EMIRATES: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                                      TABLE 193 UNITED ARAB EMIRATES: MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
                                      TABLE 194 UNITED ARAB EMIRATES: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
             11.5.5 SOUTH AFRICA
                        11.5.5.1 South Africa is showing promising growth in terms of technological advancements leading to enhanced growth of speech analytics
                                      TABLE 195 SOUTH AFRICA: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 196 SOUTH AFRICA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
             11.5.6 QATAR
                        11.5.6.1 Qatar moved into the phase of AI transition transforming its economy
                                      TABLE 197 QATAR: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 198 QATAR: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                                      TABLE 199 QATAR: MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
                                      TABLE 200 QATAR: MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
             11.5.7 EGYPT
                        11.5.7.1 In Egypt, speech technology is in line with the fast-paced evolution of digital products and services, leading to the growth of the speech analytics market
                                      TABLE 201 EGYPT: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 202 EGYPT: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                                      TABLE 203 EGYPT: MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
                                      TABLE 204 EGYPT: MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
             11.5.8 REST OF MIDDLE EAST AND AFRICA
                        TABLE 205 REST OF MEA: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                        TABLE 206 REST OF MEA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
     11.6 LATIN AMERICA
             11.6.1 LATIN AMERICA: COVID-19 IMPACT
             11.6.2 LATIN AMERICA: REGULATIONS
                        11.6.2.1 Brazil Data Protection Law
                        11.6.2.2 Argentina Personal Data Protection Law No. 25.326
                        11.6.2.3 Federal Law on Protection of Personal Data Held by Individuals
                                      TABLE 207 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 208 LATIN AMERICA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                                      TABLE 209 LATIN AMERICA: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
                                      TABLE 210 LATIN AMERICA: MARKET SIZE, BY SOLUTION, 2021–2026 (USD MILLION)
                                      TABLE 211 LATIN AMERICA: MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION)
                                      TABLE 212 LATIN AMERICA: MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                                      TABLE 213 LATIN AMERICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2020 (USD MILLION)
                                      TABLE 214 LATIN AMERICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
                                      TABLE 215 LATIN AMERICA: MARKET SIZE, BY APPLICATION, 2016–2020 (USD MILLION)
                                      TABLE 216 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY APPLICATION, 2021–2026 (USD MILLION)
                                      TABLE 217 LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
                                      TABLE 218 LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
                                      TABLE 219 LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                                      TABLE 220 LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
                                      TABLE 221 LATIN AMERICA: MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION)
                                      TABLE 222 LATIN AMERICA: MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
                                      TABLE 223 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
                                      TABLE 224 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
             11.6.3 BRAZIL
                        11.6.3.1 Rising technological development in Brazil would drive the growth of the speech analytics market in this region
                                      TABLE 225 BRAZIL: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 226 BRAZIL: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
             11.6.4 MEXICO
                        11.6.4.1 Mexico increasingly adopting speech analytics solutions and services in coming years
                                      TABLE 227 MEXICO: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 228 MEXICO: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
             11.6.5 REST OF LATIN AMERICA
                        TABLE 229 REST OF LATIN AMERICA: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                        TABLE 230 REST OF LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)

12 COMPETITIVE LANDSCAPE (Page No. - 225)
     12.1 OVERVIEW
     12.2 KEY PLAYER STRATEGIES
     12.3 REVENUE ANALYSIS
             FIGURE 50 REVENUE ANALYSIS FOR KEY COMPANIES IN THE PAST FIVE YEARS
     12.4 MARKET SHARE ANALYSIS
             FIGURE 51 MARKET SHARE ANALYSIS FOR KEY COMPANIES
             TABLE 231 SPEECH ANALYTICS MARKET: DEGREE OF COMPETITION
     12.5 COMPANY EVALUATION QUADRANT
             12.5.1 STARS
             12.5.2 EMERGING LEADERS
             12.5.3 PERVASIVE
             12.5.4 PARTICIPANT
                        FIGURE 52 KEY MARKET PLAYERS: COMPANY EVALUATION QUADRANT, 2021
     12.6 COMPETITIVE BENCHMARKING
             12.6.1 COMPANY PRODUCT FOOTPRINT
                        FIGURE 53 PRODUCT PORTFOLIO ANALYSIS OF TOP PLAYERS IN THE MARKET
                        FIGURE 54 BUSINESS STRATEGY EXCELLENCE OF TOP PLAYERS IN THE MARKET
                        TABLE 232 COMPANY OFFERING FOOTPRINT
                        TABLE 233 COMPANY REGION FOOTPRINT
     12.7 STARTUP/SME EVALUATION QUADRANT
             12.7.1 PROGRESSIVE COMPANIES
             12.7.2 RESPONSIVE COMPANIES
             12.7.3 DYNAMIC COMPANIES
             12.7.4 STARTING BLOCKS
                        FIGURE 55 STARTUP/SME SPEECH ANALYTICS MARKET EVALUATION QUADRANT, 2021
     12.8 STARTUP/SME COMPETITIVE BENCHMARKING
             12.8.1 COMPANY PRODUCT FOOTPRINT
                        FIGURE 56 PRODUCT PORTFOLIO ANALYSIS OF STARTUPS/SMES IN THE MARKET
                        FIGURE 57 BUSINESS STRATEGY EXCELLENCE OF STARTUPS/SMES IN THE MARKET
                        TABLE 234 STARTUP/SME COMPANY OFFERING FOOTPRINT
                        TABLE 235 STARTUP/SME COMPANY REGION FOOTPRINT
     12.9 COMPETITIVE SCENARIO AND TRENDS
             12.9.1 PRODUCT LAUNCHES
                        TABLE 236 SPEECH ANALYTICS MARKET: PRODUCT LAUNCHES, APRIL 2020–AUGUST 2021
             12.9.2 DEALS
                        TABLE 237 MARKET: DEALS, MAY 2019–OCTOBER 2021

13 COMPANY PROFILES (Page No. - 242)
     13.1 INTRODUCTION
     13.2 KEY PLAYERS
(Business Overview, Solutions & Services, Key Insights, Recent Developments, MnM View)*
             13.2.1 NICE
                        TABLE 238 NICE: BUSINESS AND FINANCIAL OVERVIEW
                        FIGURE 58 NICE: COMPANY SNAPSHOT
                        TABLE 239 NICE: SOLUTIONS OFFERED
                        TABLE 240 NICE: SERVICES OFFERED
                        TABLE 241 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS
                        TABLE 242 NICE: DEALS
             13.2.2 MICRO FOCUS
                        TABLE 243 MICRO FOCUS: BUSINESS OVERVIEW
                        FIGURE 59 MICRO FOCUS: COMPANY SNAPSHOT
                        TABLE 244 MICRO FOCUS: SOLUTIONS OFFERED
                        TABLE 245 MICRO FOCUS: SERVICES OFFERED
                        TABLE 246 MICRO FOCUS: PRODUCT LAUNCHES AND ENHANCEMENTS
                        TABLE 247 MICRO FOCUS: DEALS
             13.2.3 VERINT
                        TABLE 248 VERINT: BUSINESS OVERVIEW
                        FIGURE 60 VERINT: COMPANY SNAPSHOT
                        TABLE 249 VERINT: SOLUTIONS OFFERED
                        TABLE 250 VERINT: PRODUCT LAUNCHES AND ENHANCEMENTS
                        TABLE 251 VERINT: DEALS
             13.2.4 AVAYA
                        TABLE 252 AVAYA: BUSINESS OVERVIEW
                        FIGURE 61 AVAYA: COMPANY SNAPSHOT
                        TABLE 253 AVAYA: SOLUTIONS OFFERED
                        TABLE 254 AVAYA: SERVICES OFFERED
                        TABLE 255 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS
                        TABLE 256 AVAYA: DEALS AND OTHERS
             13.2.5 OPENTEXT
                        TABLE 257 OPENTEXT: BUSINESS OVERVIEW
                        FIGURE 62 OPENTEXT: COMPANY SNAPSHOT
                        TABLE 258 OPENTEXT: SERVICES OFFERED
                        TABLE 259 OPENTEXT: SOLUTIONS OFFERED
                        TABLE 260 OPENTEXT: PRODUCT LAUNCHES AND ENHANCEMENTS
                        TABLE 261 OPENTEXT: DEALS
             13.2.6 GOOGLE
                        TABLE 262 GOOGLE: BUSINESS OVERVIEW
                        FIGURE 63 GOOGLE: COMPANY SNAPSHOT
                        TABLE 263 GOOGLE: SOLUTIONS OFFERED
                        TABLE 264 GOOGLE: SERVICES OFFERED
                        TABLE 265 GOOGLE: PRODUCT LAUNCHES AND ENHANCEMENTS
                        TABLE 266 GOOGLE: DEALS
             13.2.7 VONAGE
                        TABLE 267 VONAGE: BUSINESS OVERVIEW
                        FIGURE 64 VONAGE: COMPANY SNAPSHOT
                        TABLE 268 VONAGE: SOLUTIONS OFFERED
                        TABLE 269 VONAGE: SOLUTION LAUNCHES AND ENHANCEMENTS
                        TABLE 270 VONAGE: DEALS AND OTHERS
             13.2.8 GENESYS
                        TABLE 271 GENESYS: BUSINESS OVERVIEW
                        TABLE 272 GENESYS: SOLUTIONS OFFERED
                        TABLE 273 GENESYS: SERVICES OFFERED
                        TABLE 274 GENESYS: SOLUTION LAUNCHES AND ENHANCEMENTS
                        TABLE 275 GENESYS: DEALS
             13.2.9 CALABRIO
                        TABLE 276 CALABRIO: BUSINESS OVERVIEW
                        TABLE 277 CALABRIO: SOLUTIONS OFFERED
                        TABLE 278 CALABRIO SERVICES OFFERED
                        TABLE 279 CALABRIO: SOLUTION LAUNCHES AND ENHANCEMENTS
                        TABLE 280 CALABRIO: DEALS
             13.2.10 CALLMINER
                        TABLE 281 CALLMINER: BUSINESS OVERVIEW
                        TABLE 282 CALLMINER: SOLUTIONS OFFERED
                        TABLE 283 CALLMINER: SERVICES OFFERED
                        TABLE 284 TABLE 31 CALLMINER: SOLUTION LAUNCHES AND ENHANCEMENTS
                        TABLE 285 CALLMINER: DEALS
             13.2.11 AWS
             13.2.12 CLARABRIDGE
             13.2.13 ALMAWAVE
             13.2.14 TALKDESK
             13.2.15 ALVARIA
             13.2.16 CASTEL
             13.2.17 VOICEBASE
             13.2.18 INTELLIGENT VOICE
             13.2.19 CALLTRACKINGMETRICS
             13.2.20 FIVE9
             13.2.21 3CLOGIC
*Details on Business Overview, Solutions & Services, Key Insights, Recent Developments, MnM View might not be captured in case of unlisted companies.
     13.3 SMES/START UPS
             13.3.1 CLOUDTALK
             13.3.2 DEEPGRAM
             13.3.3 GNANI.AI
             13.3.4 OBSERVE.AI
             13.3.5 SPEECHTECH
             13.3.6 SPEECH-I LTD
             13.3.7 BATVOICE
             13.3.8 KWANTICS
             13.3.9 SPEECH VILLAGE
             13.3.10 SALESKEN

14 ADJACENT AND RELATED MARKETS (Page No. - 288)
     14.1 INTRODUCTION
     14.2 CONVERSATIONAL AI MARKET - GLOBAL FORECAST TO 2026
             14.2.1 MARKET DEFINITION
             14.2.2 MARKET OVERVIEW
                        14.2.2.1 Conversational AI market, by component
                                      TABLE 286 CONVERSATIONAL AI MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                      TABLE 287 CONVERSATIONAL AI MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                        14.2.2.2 Conversational AI market, by service
                                      TABLE 288 CONVERSATIONAL AI MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION)
                                      TABLE 289 CONVERSATIONAL AI MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                        14.2.2.3 Conversational AI market, by type
                                      TABLE 290 CONVERSATIONAL AI MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION)
                                      TABLE 291 CONVERSATIONAL AI MARKET SIZE, BY TYPE, 2021–2026 (USD MILLION)
                        14.2.2.4 Conversational AI market, by deployment mode
                                      TABLE 292 CONVERSATIONAL AI MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
                                      TABLE 293 CONVERSATIONAL AI MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
                        14.2.2.5 Conversational AI market, by organization size
                                      TABLE 294 CONVERSATIONAL AI MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                                      TABLE 295 CONVERSATIONAL AI MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
                        14.2.2.6 Conversational AI market, by mode of integration
                                      TABLE 296 CONVERSATIONAL AI MARKET SIZE, BY MODE OF INTEGRATION, 2016–2020 (USD MILLION)
                                      TABLE 297 CONVERSATIONAL AI MARKET SIZE, BY MODE OF INTEGRATION, 2021–2026 (USD MILLION)
                        14.2.2.7 Conversational AI market, by business function
                                      TABLE 298 CONVERSATIONAL AI MARKET SIZE, BY BUSINESS FUNCTION, 2016–2020 (USD MILLION)
                                      TABLE 299 CONVERSATIONAL AI MARKET SIZE, BY BUSINESS FUNCTION, 2021–2026 (USD MILLION)
                        14.2.2.8 Conversational AI market, by vertical
                                      TABLE 300 CONVERSATIONAL AI MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION)
                                      TABLE 301 CONVERSATIONAL AI MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
                        14.2.2.9 Conversational AI market, by region
                                      TABLE 302 CONVERSATIONAL AI MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                                      TABLE 303 CONVERSATIONAL AI MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
     14.3 NLP MARKET - GLOBAL FORECAST TO 2026
             14.3.1 MARKET DEFINITION
             14.3.2 MARKET OVERVIEW
                        14.3.2.1 NLP market, by component
                                      TABLE 304 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                                      TABLE 305 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY COMPONENT,  2019–2026 (USD MILLION)
                        14.3.2.2 NLP market, by solution
                                      TABLE 306 SOLUTIONS: NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION)
                                      TABLE 307 SOLUTIONS: NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE, 2019–2026 (USD MILLION)
                        14.3.2.3 NLP market, by service
                                      TABLE 308 SERVICES: NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION)
                                      TABLE 309 SERVICES: NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE, 2019–2026 (USD MILLION)
                        14.3.2.4 NLP market, by deployment mode
                                      TABLE 310 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION)
                                      TABLE 311 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY DEPLOYMENT MODE, 2019–2026 (USD MILLION)
                        14.3.2.5 NLP market, by type
                                      TABLE 312 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION)
                                      TABLE 313 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE, 2019–2026 (USD MILLION)
                        14.3.2.6 NLP market, by vertical
                                      TABLE 314 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
                                      TABLE 315 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY VERTICAL, 2019–2026 (USD MILLION)
                        14.3.2.7 NLP market, by region
                                      TABLE 316 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                                      TABLE 317 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY REGION, 2019–2026 (USD MILLION)

15 APPENDIX (Page No. - 303)
     15.1 INDUSTRY EXPERTS
     15.2 DISCUSSION GUIDE
     15.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
     15.4 AVAILABLE CUSTOMIZATIONS
     15.5 RELATED REPORTS
     15.6 AUTHOR DETAILS

The research study for the speech analytics market involved extensive secondary sources, directories, and several journals, including the Journal of Intelligent Learning Systems and Applications, International Journal of Advanced Science and Technology, and International Research Journal of Engineering and Technology (IRJET). Primary sources were mainly industry experts from the core and related industries, preferred speech analytics providers, third-party service providers, consulting service providers, end users, and other commercial enterprises. In-depth interviews were conducted with various primary respondents, including key industry participants and subject matter experts, to obtain and verify critical qualitative and quantitative information, and assess the market’s prospects.

Secondary Research

In the secondary research process, various sources were referred to, for identifying and collecting information for this study. Secondary sources included annual reports, press releases, and investor presentations of companies; white papers, journals, and certified publications; and articles from recognized authors, directories, and databases. The data was also collected from other secondary sources, such as journals, government websites, blogs, and vendors’ websites. Additionally, the speech analytics spending of various countries was extracted from the respective sources. Secondary research was mainly used to obtain key information related to the industry’s value chain and supply chain to identify key players based on solutions, services, market classification, and segmentation according to offerings of major players, industry trends related to solutions, services, deployment modes, functionality, applications, verticals, and regions, and key developments from market- and technology-oriented perspectives.

Primary Research

In the primary research process, various primary sources from the supply and demand sides were interviewed to obtain qualitative and quantitative information on the market. The primary sources from the supply side included various industry experts, including Chief Experience Officers (CXOs); Vice Presidents (VPs); directors from business development, marketing, and speech analytics expertise; related key executives from speech analytics solution vendors, SIs, professional service providers, and industry associations; and key opinion leaders.

Primary interviews were conducted to gather insights, such as market statistics, revenue data collected from solutions and services, market breakups, market size estimations, market forecasts, and data triangulation. Primary research also helped in understanding various trends related to technologies, applications, deployments, and regions. Stakeholders from the demand side, such as Chief Information Officers (CIOs), Chief Technology Officers (CTOs), Chief Strategy Officers (CSOs), and end users using speech analytics solutions, were interviewed to understand the buyer’s perspective on suppliers, products, service providers, and their current usage of speech analytics solutions and services, which would impact the overall speech analytics market.

The following is the breakup of primary profiles:

Speech Analytics Market  Size, and Share

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

Market Size Estimation

Multiple approaches were adopted for estimating and forecasting the speech analytics market. The first approach involves estimating the market size by summation of companies’ revenue generated through the sales of solutions and services.

Key market players were not limited to such as 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), Intelligent Voice (US), CallTrackingMetrics (US), Five9 (US), 3CLogic (US), CloudTalk (US), Deepgram (US), Gnani.ai (India), Observe.AI (US), SpeechTech (US), Speech-i Ltd (England), Batvoice (France), Kwantics (India), Speech Village (UK), and Salesken (US).

The market players were identified through extensive secondary research, and their revenue contribution in respective regions was determined through primary and secondary research.

  • The entire procedure included studying annual and financial reports of top market players and extensive interviews for key insights from industry leaders, such as CEOs, VPs, directors, and marketing executives.
  • All percentage splits and breakups were determined using secondary sources and verified through primary sources.

All the possible parameters that affect the market covered in the research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data. The data is consolidated and added with detailed inputs and analysis from MarketsandMarkets.

Data Triangulation

After arriving at the overall market size using the market size estimation processes as explained above, the market was split into several segments and subsegments. To complete the overall market engineering process and arrive at the exact statistics of each market segment and subsegment, data triangulation, and market breakup procedures were employed, wherever applicable. The overall market size was then used in the top-down procedure to estimate the size of other individual markets via percentage splits of the market segmentation.

Report Objectives

  • To define, describe, and predict the speech analytics market by component (solutions and services), application, organization size, deployment mode, vertical, and region
  • To provide detailed information related to major factors (drivers, restraints, opportunities, and industry-specific challenges) influencing the market growth
  • To analyze the opportunities in the market and provide details of the competitive landscape for stakeholders and market leaders
  • To forecast the market size of segments for five main regions: North America, Europe, Asia Pacific (APAC), Middle East and Africa (MEA), and Latin America
  • To profile the key players and comprehensively analyze their market rankings and core competencies
  • To analyze the competitive developments, such as partnerships, new product launches, and mergers and acquisitions, in the speech analytics market
  • To analyze the impact of the COVID-19 pandemic on the market

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 provides a detailed comparison of the product portfolio of each company

Geographic Analysis

  • Further breakup of the North American Speech Analytics market
  • Further breakup of the European market
  • Further breakup of the APAC market
  • Further breakup of the Latin American market
  • Further breakup of the MEA market

Company Information

  • Detailed analysis and profiling of additional market players up to 10
Report Code
TC 2259
Published ON
Jan, 2022
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