音声分析市場：コンポーネント（ソリューションおよびサービス）、アプリケーション（リスクおよびコンプライアンス管理、センチメント分析）、組織規模、導入形態（クラウド、オンプレミス）、垂直および地域別 - 2026年までの世界予測

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

スピーチアナリティクスの世界市場規模は、2021年の18億米ドルから2026年には45億米ドルに成長し、予測期間中の年間平均成長率（CAGR）は20.5%となる見込みです。COVID-19の期間中、エージェントのパフォーマ... もっと見る

出版社	出版年月	電子版価格	ページ数	図表数	言語
MarketsandMarkets マーケッツアンドマーケッツ	2022年1月13日	US$4,950 シングルユーザライセンスライセンス・価格情報注文方法はこちら	315	381	英語

日本語のページは自動翻訳を利用し作成しています。

サマリー

スピーチアナリティクスの世界市場規模は、2021年の18億米ドルから2026年には45億米ドルに成長し、予測期間中の年間平均成長率（CAGR）は20.5%となる見込みです。COVID-19の期間中、エージェントのパフォーマンスをモニタリングして改善する需要が高まっていることや、モバイルバンキングアプリケーションにおける音声認証の需要が高まっていることなど、さまざまな要因が考えられます。AIやMLベースの技術を利用して、リアルタイムで実用的な顧客インサイトを促進することや、顧客の意図を予測する必要性の高まりが、音声分析市場の成長を促進すると予想されています。
パンデミックの際、さまざまな企業では、顧客からのプレッシャーが大幅に増加する一方で、対応可能な従業員の数が減少しました。様々なコンタクトセンターが需要に対応できなかったり、封鎖されたために閉鎖されたりして、顧客サービスの問い合わせが大幅に遅れ、顧客体験に大きな影響を与えました。企業がより戦略的なアプローチをとるようになると、柔軟性と拡張性によって業務に弾力性を持たせると同時に、業務効率の向上を図る必要が出てきます。そのため、スピーチアナリティクスがテクノロジーを実現する最前線に登場しています。データ分析アプリケーションの開発者は、COVID-19の用語を含むビデオやオーディオを効率的かつ正確にテキストに変換し、下流の分析に役立てることができる医療用音声認識機能を求めています。例えば、Verint社は、音声分析用にCOVID-19カテゴリーと12種類のビジネスインパクトカテゴリーを無料で提供しています。
スピーチアナリティクス市場は、2020年には世界的な製造業やサプライチェーン・物流に影響を与える世界的なロックダウンの影響で、減速が予想されます。製造業、輸送・物流、小売・消費財の各分野が最も深刻な影響を受けています。また、必須アイテムはロックダウンの対象外であるにもかかわらず、生産ラインやサプライチェーン、輸送に従事する人手が不足しているため、必須アイテムの入手にも影響が出ています。2021年初頭には事態が収束する見込みです。一方、コールモニタリング、カスタマーエクスペリエンス管理、エージェントパフォーマンス管理、センチメント分析、リスク・コンプライアンス管理などのアプリケーションの需要が高まっていることから、スピーチアナリティクスのソリューションやサービスの需要が増加すると予想されます。いくつかの業種では、ミッションクリティカルなプロセスへの対応、オペレーションの改善、顧客関係の差別化などのデジタルトランスフォーメーションの取り組みを実現するために、多様なスピーチアナリティクスのソリューションやサービスの導入をすでに計画しています。オペレーションコストの削減、カスタマーエクスペリエンスの向上、ネットワークセキュリティとプライバシー機能の改善、プロセスとオペレーションの可視性の向上、リアルタイムの意思決定の改善などが、スピーチアナリティクス市場を牽引する主要なビジネスおよびオペレーション上の優先事項となるでしょう。

サービス分野は、予測期間中に高いCAGRで成長すると予測される
世界のスピーチアナリティクス市場は、コンポーネント別に、ソリューションとサービスに分けられています。予測期間中に高いCAGRで成長すると予測されているのは、サービスセグメントです。サービス分野は、音声分析ソリューションの機能性において重要な役割を果たします。これらのサービスは、テクノロジーソリューションを導入する際に不可欠なステップであり、ソリューションプロバイダーやサービスプロバイダーによって提供されます。スピーチアナリティクスソリューションの需要は、主要な業種においてカスタマーサポートの強化が求められていることから、世界的に高まっています。

予測期間中、市場規模が最も大きいのはカスタマー・エクスペリエンス・マネジメント分野です。
スピーチアナリティクス市場は、アプリケーション別に、カスタマーエクスペリエンス管理、コールモニタリングとサマリー、エージェントパフォーマンスモニタリング、セールス＆マーケティング管理、リスク＆コンプライアンス管理、センチメント分析、その他のアプリケーション（コンペティティブインテリジェンス、ビジネスプロセス管理、予測分析）に分かれています。2021年の市場規模は、カスタマー・エクスペリエンス・マネジメント分野が最大となります。この成長の背景には、最もトレーニングやサポートを必要とするエージェントを特定し、ビジネスにおけるボトルネックのリスクを低減する必要性があります。ビジネスリーダーは、ワークフォース最適化戦略を用いて、コンタクトセンターのトレンドやパフォーマンスを自動的に追跡することができます。

クラウドセグメントは、予測期間中に高い成長率を維持すると推定される
スピーチアナリティクス市場は、オンプレミスとクラウドという導入形態に基づいて分類されます。予測期間中、クラウド分野はオンプレミス分野よりも高い成長率を維持すると予測されています。クラウド技術は、導入が容易で、必要な資本が最小限で済むという利点があるため、クラウド導入モデルの採用が促進されます。クラウドベースの音声分析ソリューションの導入は、COVID-19の大流行によって支えられると予想されています。これは、ロックダウンや社会的な距離を置く習慣が、リモートで管理できるクラウドソリューションへの移行を企業に促しているためです。拡張性が高く、使いやすく、費用対効果の高い音声分析ソリューションへの需要が高まっていることから、市場におけるクラウド分野の成長が加速すると予想されます。
大企業部門が大きな市場シェアを占めると予想される
スピーチアナリティクス市場は、組織規模に応じて大企業と中小企業に分けられます。2021年には、大企業セグメントが大きな市場シェアを占めると推定されます。この市場の成長は、大企業と新興の中小企業の競争が激化しているためです。費用対効果の高いクラウドソリューションが利用できることから、予測期間中、スピーチ分析ソリューションおよびサービスは、中小企業の間で突出した成長率を示すことが予想されます。
ヘルスケア・ライフサイエンス分野は、予測期間中に最も高いCAGRで成長すると予測されています。
スピーチアナリティクス市場は、業種別に、BFSI、小売・eコマース、IT・通信、ヘルスケア・ライフサイエンス、政府・防衛、旅行・ホスピタリティ、メディア・エンターテインメント、その他（教育、交通・物流、製造）に分類されています。予測期間中、最も高いCAGRで成長すると予測されているのは、ヘルスケア・ライフサイエンス分野です。この成長は、COVID-19のパンデミックに起因する患者データの増加と、より良い医療のために患者からの問い合わせに対応する必要性に起因しています。迅速な診断、医療データの分析、より良い患者ケアへのニーズが、APACにおけるヘルスケア・ライフサイエンス分野の成長を促進すると予想されます。

地域別では、APACが予測期間中に高いCAGRを維持すると予想される
予測期間中、APACは最も速いCAGRを維持すると予想されています。これは、スマートフォンの普及率が高まっていることや、顧客からの問い合わせを解決する必要性が高まっていることが要因と考えられます。スピーチアナリティクス市場は、予測期間中、アジア太平洋地域で大きな発展とソリューションの採用が見込まれています。また、さまざまな地域でプレーヤーが増えていることも、スピーチアナリティクス市場を押し上げる要因となるでしょう。
プライマリーの内訳
スピーチアナリティクス市場で活動している様々な主要組織のCEO（最高経営責任者）、イノベーション＆テクノロジーディレクター、システムインテグレーター、エグゼクティブへの詳細なインタビューを実施しました。
企業別に見るとティアI：35％、ティアII：45％、ティアIII：20
呼称別CレベルエグゼキュティブC-Level Executives: 35%, D-Level Executives: 25%, and other:40%
地域別APAC：30％、欧州：20％、北米：45％、その他5%

本レポートでは、スピーチアナリティクス市場を提供する主要企業の調査を行っています。主な対象ベンダーは、NICE（米国）、Micro Focus（英国）、Verint（米国）、Avaya（米国）、OpenText（カナダ）、Google（米国）、Vonage（米国）、Geneys（米国）、Calabrio（米国）、CallMiner（米国）、AWS（米国）、Clarabridge（米国）。Almawave（イタリア）、Talkdesk（米国）、Alvaria（米国）、Castel（米国）、VoiceBase（米国）、Intelligent Voice（米国）、CallTrackingMetrics（米国）、Five9（米国）、3CLogic（米国）、CloudTalk（米国）、Deepgram（米国）、Gnani.ai（インド）、Observe.AI（米国）、SpeechTech（米国）、Speech-i Ltd（英国）、Batvoice（フランス）、Kwantics（インド）、Speech Village（英国）、Salesken（米国）などがあります。

調査範囲
音声分析市場の調査では、広範な二次資料、ディレクトリ、Journal of Intelligent Learning Systems and Applications、International Journal of Advanced Science and Technology、International Research Journal of Engineering and Technology (IRJET)などの複数のジャーナルを使用しました。一次情報源は、主に基幹産業および関連産業の業界専門家、音声分析プロバイダー、サードパーティサービスプロバイダー、コンサルティングサービスプロバイダー、エンドユーザー、その他の商業企業です。重要な定性・定量情報を入手・検証し、市場の見通しを評価するために、主要な業界関係者や専門家を含む様々な一次回答者に詳細なインタビューを行いました。
本レポートを購入する主なメリット
市場リーダーや新規参入者に、音声分析市場全体とそのサブセグメントの収益の近似値に関する情報を提供します。このレポートは、ステークホルダーが競争状況を理解し、ビジネスの位置づけや適切な市場参入戦略を計画するためのより良い洞察を得るのに役立ちます。また、ステークホルダーが市場の脈動を理解するのに役立ち、主要な市場のドライバー、阻害要因、課題、機会などの情報を提供します。

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Summary

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. Various factors such as the growing demand for monitoring and improving agent performance and the increasing demand for voice authentication in mobile banking applications during COVID-19. The use of AI and ML-based technologies to facilitate real-time actionable customer insights and the rise in the need to predict customer intent are expected to drive the growth of Speech Analytics market.
During the pandemic, various companies experienced a significant increase in pressure from customers, while their number of available employees decreased. Various contact centers could not cope with the demand or closed because of lockdown restrictions leading to long delays in customer service queries, which significantly affected the customer experience. As businesses develop a more strategic approach that delivers resilience into operations through flexibility and scalability while at the same time working to improve operational efficiencies; hence, speech analytics is rising to the forefront of technology enablers. Data analytics application builders seek medical speech recognition capabilities that help them efficiently and accurately transcribe video and audio containing the COVID-19 terminology into text for downstream analytics. For instance, Verint offers a free COVID-19 category and 12 additional business impact categories for speech analytics.
The speech analytics market is expected to witness a slowdown in 2020 due to the global lockdown, which is impacting global manufacturing, and supply chains and logistics. The manufacturing, transportation and logistics, and retail and consumer goods sectors have been most severely affected. The availability of essential items has also been impacted due to the lack of manpower to work on production lines, supply chains, and transportation, even though essential items are exempted from the lockdown. The situation is expected to come under control by early 2021. Meanwhile, the demand for speech analytics solutions and services is expected to increase due to the rising demand for call monitoring, customer experience management, agent performance management, sentiment analysis, and risk and compliance management applications. Several verticals are already planning to deploy a diverse array of speech analytics solutions and services to enable digital transformation initiatives, which address mission-critical processes, improve operations, and differentiate customer relationships. The reduction in operational costs, better customer experiences, improved network security and privacy capabilities, enhanced visibility into processes and operations, and improved real-time decision-making are the key business and operational priorities expected to drive the speech analytics market.

The services segment is projected to grow at a higher CAGR during the forecast period
The global speech analytics market, by component, has been segmented into solutions and services. The services segment is projected to grow at a higher CAGR during the forecast period. The services segment plays a vital role in the functionality of speech analytics solutions. These services are an integral step in deploying technology solutions and are taken care of by solution and service providers. The demand for speech analytics solutions increases globally due to the rising demand for enhanced customer support across major key verticals.

The customer experience management segment will hold the largest market size during the forecast period
The speech analytics market is segmented by applications into customer experience management, call monitoring and summarization, agent performance monitoring, sales and marketing management, risk and compliance management, sentiment analysis, and other applications (competitive intelligence, business process management, and predictive analysis). The customer experience management segment will hold the largest market size in 2021. This growth is attributed to the need for identifying agents that need the most training and support, and reducing the risk of bottlenecks in business. Business leaders can use workforce optimization strategies to automatically track trends and performance in the contact center.

The Cloud segment is estimated to hold a higher growth rate during the forecast period
Speech Analytics market is segmented on the basis of deployment mode which include on-premises and cloud. The cloud segment is estimated to hold a higher growth rate than the on-premises segment during the forecast period. The cloud technology benefits of easy deployment and minimal capital requirement facilitate the adoption of the cloud deployment model. The adoption of cloud-based speech analytics solutions is expected to be supported by the COVID-19 pandemic, as lockdowns and social distancing practices are encouraging companies to move to cloud solutions that can be managed remotely. The increasing demand for scalable, easy-to-use, and cost-effective speech analytics solutions is expected to accelerate the growth of the cloud segment in the market.
The large enterprises segment is estimated to hold a larger market share
On the basis of organization size the Speech Analytics market has been segmented into large enterprises and SMEs. The large enterprises segment is estimated to hold a larger market share in 2021. The segment's growth is due to increased competition in large enterprises from budding SMEs. Owing to the availability of cost-effective cloud solutions, speech analytics solutions and services are expected to witness a prominent growth rate among SMEs during the forecast period.
The healthcare and life sciences vertical is projected to grow at the highest CAGR during the forecast period
On the basis of Vertical the speech analytics market has been segmented into BFSI, retail and eCommerce, IT and telecom, healthcare and life sciences, government and defense, travel and hospitality, media and entertainment, and other verticals (education, transportation and logistics, and manufacturing). The healthcare and life sciences vertical is projected to grow at the highest CAGR during the forecast period. This growth can be attributed to the increasing patient data resulting from the COVID-19 pandemic and the need to handle patient queries for better medical treatment. The need for rapid diagnosis, healthcare data analysis, and better patient care is expected to drive the growth of the healthcare and life sciences vertical in APAC

Among regions, APAC to hold higher CAGR during the forecast period
APAC is expected to hold the fastest CAGR during the forecast period. This growth can be attributed to the increasing penetration of smartphones and the need to resolve customer queries in the region. The speech analytics market is expected to witness considerable developments and adoption of solutions across APAC during the forecast period. The increasing number of players across different regions is further expected to drive the speech analytics market.
Breakdown of primaries
In-depth interviews were conducted with Chief Executive Officers (CEOs), innovation and technology directors, system integrators, and executives from various key organizations operating in the Speech Analytics market.
 By Company: Tier I: 35%, Tier II: 45%, and Tier III: 20%
 By Designation: C-Level Executives: 35%, D-Level Executives: 25%, and others: 40%
 By Region: APAC:30 %, Europe: 20%, North America: 45%, others: 5%

The report includes the study of key players offering Speech Analytics market. The major vendors covered are 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).

Research Coverage
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
Key Benefits of Buying the Report
The report would provide the market leaders/new entrants in this market with information on the closest approximations of the revenue numbers for the overall Speech Analytics market and its subsegments. It would help stakeholders understand the competitive landscape and gain more insights better to position their business and plan suitable go-to-market strategies. It also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.

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1 INTRODUCTION 33

1.1 INTRODUCTION TO COVID-19 33

1.2 COVID-19 HEALTH ASSESSMENT 33

FIGURE 1 COVID-19: GLOBAL PROPAGATION 33

FIGURE 2 COVID-19 PROPAGATION: SELECT COUNTRIES 34

1.3 COVID-19 ECONOMIC ASSESSMENT 35

FIGURE 3 REVISED GROSS DOMESTIC PRODUCT FORECASTS FOR SELECT G20 COUNTRIES IN 2020 35

1.3.1 COVID-19 ECONOMIC IMPACT—SCENARIO ASSESSMENT 36

FIGURE 4 CRITERIA IMPACTING THE GLOBAL ECONOMY 36

FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF THE GLOBAL ECONOMY 37

1.4 OBJECTIVES OF THE STUDY 38

1.5 MARKET DEFINITION 38

1.5.1 INCLUSIONS AND EXCLUSIONS 39

1.6 MARKET SCOPE 40

1.6.1 MARKET SEGMENTATION 40

1.6.2 REGIONS COVERED 41

1.6.3 YEARS CONSIDERED FOR THE STUDY 41

1.7 CURRENCY CONSIDERED 42

TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2018–2020 42

1.8 STAKEHOLDERS 42

1.9 SUMMARY OF CHANGES 42

2 RESEARCH METHODOLOGY 44

2.1 RESEARCH DATA 44

FIGURE 6 SPEECH ANALYTICS MARKET: RESEARCH DESIGN 44

2.1.1 SECONDARY DATA 45

2.1.2 PRIMARY DATA 45

TABLE 2 PRIMARY INTERVIEWS 45

2.1.2.1 Breakup of primary profiles 46

2.1.2.2 Key industry insights 46

2.2 MARKET BREAKUP AND DATA TRIANGULATION 47

FIGURE 7 DATA TRIANGULATION 47

2.3 MARKET SIZE ESTIMATION 48

FIGURE 8 SPEECH ANALYTICS MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 48

2.3.1 TOP-DOWN APPROACH 48

2.3.2 BOTTOM-UP APPROACH 49

FIGURE 9 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 1 (SUPPLY SIDE): REVENUE FROM SOLUTIONS/SERVICES OF THE SPEECH ANALYTICS MARKET 49

FIGURE 10 MARKET SIZE ESTIMATION METHODOLOGY- APPROACH 2, BOTTOM-UP (SUPPLY SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF THE SPEECH ANALYTICS MARKET 50

FIGURE 11 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 3, BOTTOM-UP (SUPPLY SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF THE SPEECH ANALYTICS MARKET 51

FIGURE 12 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 4, BOTTOM-UP (DEMAND SIDE): SHARE OF SPEECH ANALYTICS THROUGH OVERALL SPEECH ANALYTICS SPENDING 52

2.4 MARKET FORECAST 53

TABLE 3 FACTOR ANALYSIS 53

2.5 COMPANY EVALUATION MATRIX METHODOLOGY 54

FIGURE 13 COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE 54

2.6 STARTUP/SME EVALUATION MATRIX METHODOLOGY 55

FIGURE 14 STARTUP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE 55

2.7 ASSUMPTIONS FOR THE STUDY 56

2.8 LIMITATIONS OF THE STUDY 57

2.9 IMPLICATIONS OF COVID-19 ON THE SPEECH ANALYTICS MARKET 58

FIGURE 15 QUARTERLY IMPACT OF COVID-19 DURING 2020–2021 58

3 EXECUTIVE SUMMARY 61

TABLE 4 GLOBAL SPEECH ANALYTICS MARKET SIZE AND GROWTH RATE,

2016–2020 (USD MILLION, Y-O-Y %) 63

TABLE 5 GLOBAL SPEECH ANALYTICS MARKET SIZE AND GROWTH RATE,

2021–2026 (USD MILLION, Y-O-Y %) 63

FIGURE 16 SPEECH ANALYTICS MARKET SNAPSHOT, BY COMPONENT 63

FIGURE 17 SPEECH ANALYTICS MARKET SNAPSHOT, BY SOLUTION 64

FIGURE 18 SPEECH ANALYTICS MARKET SNAPSHOT, BY SERVICE 64

FIGURE 19 SPEECH ANALYTICS MARKET SNAPSHOT, BY PROFESSIONAL SERVICE 65

FIGURE 20 SPEECH ANALYTICS MARKET SNAPSHOT, BY DEPLOYMENT MODE 65

FIGURE 21 SPEECH ANALYTICS MARKET SNAPSHOT, BY ORGANIZATION SIZE 66

FIGURE 22 SPEECH ANALYTICS MARKET SNAPSHOT, BY APPLICATION 66

FIGURE 23 SPEECH ANALYTICS MARKET SNAPSHOT, BY VERTICAL 67

FIGURE 24 SPEECH ANALYTICS MARKET SNAPSHOT, BY REGION 67

4 PREMIUM INSIGHTS 68

4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE SPEECH ANALYTICS MARKET 68

FIGURE 25 GROWING DEMAND TO MONITOR AND IMPROVE AGENT PERFORMANCE TO DRIVE THE GROWTH OF THE SPEECH ANALYTICS MARKET 68

4.2 SPEECH ANALYTICS MARKET: TOP THREE APPLICATIONS 69

FIGURE 26 SENTIMENT ANALYSIS APPLICATION TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 69

4.3 SPEECH ANALYTICS MARKET: BY REGION 69

FIGURE 27 NORTH AMERICA TO HOLD THE LARGEST MARKET SHARE IN 2021 69

4.4 SPEECH ANALYTICS MARKET IN NORTH AMERICA,

BY TOP THREE APPLICATION AND VERTICAL 70

FIGURE 28 CUSTOMER EXPERIENCE MANAGEMENT APPLICATION AND BFSI VERTICAL TO ACCOUNT FOR THE LARGEST SHARES IN

THE SPEECH ANALYTICS MARKET IN 2021 70

5 MARKET OVERVIEW AND INDUSTRY TRENDS 71

5.1 INTRODUCTION 71

5.2 MARKET DYNAMICS 71

FIGURE 29 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: SPEECH ANALYTICS MARKET 72

5.2.1 DRIVERS 72

5.2.1.1 Increasing need to improve the customer journey and overall experience 72

5.2.1.2 Growing need to enhance and monitor agent performance 73

5.2.1.3 Adherence to regulatory and compliance standards 73

5.2.1.4 Growing demand for voice authentication in mobile banking applications during COVID-19 74

5.2.2 RESTRAINTS 74

5.2.2.1 Need for integration with the prevailing system 74

5.2.2.2 Inability to quantify Return on Investment (RoI) 75

5.2.2.3 Concerns regarding data privacy and security due to the pandemic 75

5.2.3 OPPORTUNITIES 75

5.2.3.1 Rising need to predict customer intent and behavior 75

5.2.3.2 Use of AI- and ML-based technologies to facilitate real-time actionable customer insights 75

5.2.3.3 Growing need for cloud-based speech analytics solutions to bolster customer retention 76

5.2.4 CHALLENGES 76

5.2.4.1 Complex data ecosystem leading to data breaches and security issues 76

5.2.4.2 Lack of skilled workforce to articulate business opportunities 76

5.2.4.3 Expensive integration of speech analytics solutions with other analytics solutions 76

5.2.5 CUMULATIVE GROWTH ANALYSIS 77

5.3 INDUSTRY TRENDS 77

5.3.1 FEATURES/FUNCTIONALITIES 77

5.3.1.1 Emotion detection 77

5.3.1.2 Speech-to-text recognition 77

5.3.1.3 Phonetic indexing 77

5.3.1.4 Talk over analytics 77

5.3.2 SPEECH ANALYTICS: EVOLUTION 78

FIGURE 30 EVOLUTION OF THE SPEECH ANALYTICS MARKET 78

5.3.3 ECOSYSTEM 79

FIGURE 31 SPEECH ANALYTICS MARKET: ECOSYSTEM 79

5.3.4 SUPPLY CHAIN ANALYSIS 80

FIGURE 32 SUPPLY CHAIN ANALYSIS 80

TABLE 6 SPEECH ANALYTICS MARKET: SUPPLY CHAIN 81

5.3.5 SPEECH ANALYTICS MARKET: COVID-19 IMPACT 82

FIGURE 33 SPEECH ANALYTICS MARKET TO WITNESS MINIMAL SLOWDOWN IN GROWTH IN 2020 83

5.3.6 TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS OF THE SPEECH ANALYTICS MARKET 84

FIGURE 34 SPEECH ANALYTICS MARKET: TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS 84

5.3.7 REGULATORY IMPLICATIONS 85

5.3.7.1 General Data Protection Regulation 85

5.3.7.2 Market Abuse Regulation 85

5.3.7.3 Revision of Markets in Financial Instruments Directive 85

5.3.7.4 European Banking Regulations 85

5.3.7.5 Health Insurance Portability and Accountability Act 86

5.3.7.6 California Consumer Privacy Act 86

5.3.7.7 Office of Communications 86

5.3.7.8 Polish Civil Code 86

5.3.7.9 Federal Communications Commission 87

5.3.8 CASE STUDY ANALYSIS 87

5.3.9 EDUCATION: USE CASES 87

5.3.9.1 CoachHub has selected CloudTalk to streamline the service process at all levels 87

5.3.9.2 The University of Texas has leverage with AWS Connect to improve the student experience at the university 87

5.3.10 RETAIL AND ECOMMERCE: USE CASES 88

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 88

5.3.11 MEDIA AND ENTERTAINMENT: USE CASES 88

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 88

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 89

5.3.12 HEALTHCARE AND LIFE SCIENCES: USE CASES 89

5.3.12.1 AxialHealthCare has selected the Amazon Connect to meet its fully functional and lightweight contact center applications need 89

5.3.12.2 VitalityHealth selected CallMiner speech analytics solutions to help assess its business needs 90

5.3.13 BANKING, FINANCIAL SERVICE, AND INSURANCE: USE CASES 90

5.3.13.1 US Bank needed to implement NICE Nexidia Analytics solution to get interactions insights from structured and unstructured data 90

5.3.13.2 Ratesdotca selected AWS with Amazon Connect to customize its contact center 91

5.3.14 IT AND TELECOM: USE CASES 91

5.3.14.1 Suunto leveraged Micro Focus Vertica Analytics Platform to ingest and analyze massive data volume of customer experience 91

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 92

5.3.15 TRAVEL: USE CASES 92

5.3.15.1 Grand Travel Chose CallMiner to provide insights on how to customize automated reports for its stakeholder 92

5.3.16 ENERGY AND UTILITIES: USE CASES 93

5.3.16.1 Great Western Water selected Calabrio One to enable call recording quality management and workforce management 93

5.3.16.2 Origin selected AWS to bring transition in the customer service teams 93

5.3.17 TECHNOLOGY ANALYSIS 93

5.3.17.1 Speech Analytics and Artificial Intelligence (AI) 94

5.3.17.2 Speech Analytics and Machine Learning (ML) 94

5.3.17.3 Speech Analytics and Natural Language Processing (NLP) 94

5.3.18 PATENT ANALYSIS 95

5.3.18.1 Methodology 95

5.3.18.2 Document Type 95

TABLE 7 PATENTS FILED, 2018-2021 95

5.3.18.3 INNOVATION AND PATENT APPLICATIONS 95

FIGURE 35 TOTAL NUMBER OF PATENTS GRANTED IN A YEAR, 2018–2021 95

5.3.18.4 Top applicants 96

FIGURE 36 TOP 10 COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS, 2018–2021 96

5.3.19 PRICING MODEL ANALYSIS, 2021 96

TABLE 8 SPEECH ANALYTICS MARKET: PRICING MODEL ANALYSIS, 2021 97

5.3.20 PORTER’S FIVE FORCES ANALYSIS 98

TABLE 9 IMPACT OF EACH FORCE ON THE SPEECH ANALYTICS MARKET 98

FIGURE 37 PORTER’S FIVE FORCES ANALYSIS 98

5.3.20.1 Threat of new entrants 99

5.3.20.2 Threat of substitutes 99

5.3.20.3 Bargaining power of suppliers 99

5.3.20.4 Bargaining power of buyers 99

5.3.20.5 Intensity of competitive rivalry 100

5.3.21 SCENARIO 100

TABLE 10 CRITICAL FACTORS IMPACTING THE GROWTH OF

THE SPEECH ANALYTICS MARKET 100

6 SPEECH ANALYTICS MARKET SIZE, BY COMPONENT 101

6.1 INTRODUCTION 102

6.1.1 COMPONENTS: COVID-19 IMPACT 102

FIGURE 38 SERVICES SEGMENT TO REGISTER THE HIGHEST CAGR DURING

THE FORECAST PERIOD 103

TABLE 11 SPEECH ANALYTICS MARKET SIZE, BY COMPONENT,

2016–2020 (USD MILLION) 103

TABLE 12 SPEECH ANALYTICS MARKET SIZE, BY COMPONENT,

2021–2026 (USD MILLION) 103

6.2 SOLUTIONS 104

FIGURE 39 REPORTING AND VISUALIZATION TOOLS SEGMENT TO REGISTER THE HIGHEST CAGR DURING FORECAST PERIOD 104

TABLE 13 SPEECH ANALYTICS MARKET SIZE, BY SOLUTION,

2016–2020 (USD MILLION) 105

TABLE 14 SPEECH ANALYTICS MARKET SIZE, BY SOLUTION,

2021–2026 (USD MILLION) 105

TABLE 15 SOLUTIONS: SPEECH ANALYTICS SIZE, BY REGION,

2016–2020 (USD MILLION) 106

TABLE 16 SOLUTIONS: SPEECH ANALYTICS SIZE, BY REGION,

2021–2026 (USD MILLION) 106

6.2.1 SPEECH ENGINE 106

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 106

TABLE 17 SPEECH ENGINE: SPEECH ANALYTICS SIZE, BY REGION, 2016–2020 (USD MILLION) 107

TABLE 18 SPEECH ENGINE: SPEECH ANALYTICS SIZE, BY REGION, 2021–2026 (USD MILLION) 107

6.2.2 INDEXING AND QUERY TOOLS 107

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 107

TABLE 19 INDEXING AND QUERY TOOLS: SPEECH ANALYTICS SIZE, BY REGION,

2016–2020 (USD MILLION) 108

TABLE 20 INDEXING AND QUERY TOOLS: SPEECH ANALYTICS SIZE, BY REGION,

2021–2026 (USD MILLION) 108

6.2.3 REPORTING AND VISUALIZATION TOOLS 108

6.2.3.1 Reporting and visualization tools help end users in drilling down and filtering out the overall customer conversation details 108

TABLE 21 REPORTING AND VISUALIZATION TOOLS: SPEECH ANALYTICS SIZE, BY REGION, 2016–2020 (USD MILLION) 109

TABLE 22 REPORTING AND VISUALIZATION TOOLS: SPEECH ANALYTICS SIZE, BY REGION, 2021–2026 (USD MILLION) 109

6.2.4 QUALITY MANAGEMENT 109

6.2.4.1 Quality management solution primarily analyzes consumer interactions in real-time using advanced NLP technology coupled with AI and ML 109

TABLE 23 QUALITY MANAGEMENT: SPEECH ANALYTICS SIZE, BY REGION,

2016–2020 (USD MILLION) 110

TABLE 24 QUALITY MANAGEMENT: SPEECH ANALYTICS SIZE, BY REGION,

2021–2026 (USD MILLION) 110

6.2.5 ROOT CAUSE ANALYSIS 110

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 110

TABLE 25 ROOT CAUSE ANALYSIS: SPEECH ANALYTICS SIZE, BY REGION,

2016–2020 (USD MILLION) 111

TABLE 26 ROOT CAUSE ANALYSIS: SPEECH ANALYTICS SIZE, BY REGION,

2021–2026 (USD MILLION) 111

6.2.6 OTHER SOLUTIONS 111

TABLE 27 OTHER SOLUTIONS: SPEECH ANALYTICS MARKET SIZE, BY REGION,

2016–2020 (USD MILLION) 112

TABLE 28 OTHER SOLUTIONS: SPEECH ANALYTICS MARKET SIZE, BY REGION,

2021–2026 (USD MILLION) 112

6.3 SERVICES 112

FIGURE 40 MANAGED SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 113

TABLE 29 SPEECH ANALYTICS MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION) 113

TABLE 30 SPEECH ANALYTICS MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION) 113

TABLE 31 SERVICES: SPEECH ANALYTICS MARKET SIZE, BY REGION,

2016–2020 (USD MILLION) 114

TABLE 32 SERVICES: SPEECH ANALYTICS MARKET SIZE, BY REGION,

2021–2026 (USD MILLION) 114

6.3.1 PROFESSIONAL SERVICES 114

6.3.1.1 Professional services are mostly post-sales services that are delivered to customers after the purchase of the product 114

FIGURE 41 TRAINING AND CONSULTING SEGMENT TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 115

TABLE 33 PROFESSIONAL SERVICES: SPEECH ANALYTICS MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION) 115

TABLE 34 PROFESSIONAL SERVICES: SPEECH ANALYTICS MARKET SIZE, BY TYPE, 2021–2026 (USD MILLION) 115

TABLE 35 PROFESSIONAL SERVICES: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 116

TABLE 36 PROFESSIONAL SERVICES: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 116

6.3.1.2 Training and consulting services 116

TABLE 37 TRAINING AND CONSULTING: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 117

TABLE 38 TRAINING AND CONSULTING: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 117

6.3.1.3 System integration and implementation 117

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 117

TABLE 39 SYSTEM INTEGRATION AND IMPLEMENTATION: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 118

TABLE 40 SYSTEM INTEGRATION AND IMPLEMENTATION: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 118

6.3.1.4 Support and maintenance 118

6.3.1.4.1 Support and maintenance services are adopted by organizations that use the on-premises deployment model for speech analytics solutions 118

TABLE 41 SUPPORT AND MAINTENANCE: SPEECH ANALYTICS MARKET SIZE,

BY REGION, 2016–2020 (USD MILLION) 119

TABLE 42 SUPPORT AND MAINTENANCE: SPEECH ANALYTICS MARKET SIZE,

BY REGION, 2021–2026 (USD MILLION) 119

6.3.2 MANAGED SERVICES 119

6.3.2.1 Enterprises in the speech analytics market must ensure the provision of certain services for their clients to maintain their market position 119

TABLE 43 MANAGED SERVICES: SPEECH ANALYTICS MARKET SIZE, BY REGION,

2016–2020 (USD MILLION) 120

TABLE 44 MANAGED SERVICES: SPEECH ANALYTICS MARKET SIZE, BY REGION,

2021–2026 (USD MILLION) 120

7 SPEECH ANALYTICS MARKET SIZE, BY APPLICATION 121

7.1 INTRODUCTION 122

7.1.1 APPLICATIONS: COVID-19 IMPACT 122

FIGURE 42 CONTENT TRANSCRIPTION SEGMENT TO WITNESS THE HIGHEST CAGR DURING THE FORECAST PERIOD 123

TABLE 45 SPEECH ANALYTICS MARKET SIZE, BY APPLICATION,

2016–2020 (USD MILLION) 123

TABLE 46 SPEECH ANALYTICS MARKET SIZE, BY APPLICATION,

2021–2026 (USD MILLION) 124

7.2 CUSTOMER EXPERIENCE MANAGEMENT 124

TABLE 47 CUSTOMER EXPERIENCE MANAGEMENT: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 125

TABLE 48 CUSTOMER EXPERIENCE MANAGEMENT: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 125

7.3 CALL MONITORING AND SUMMARIZATION 125

7.3.1 CALL MONITORING AND SUMMARIZATION APPLICATION HELPS ANALYZE THE MEANINGFUL INSIGHTS FROM THE RECORDED VOICE OR SPEECH DATA 125

TABLE 49 CALL MONITORING AND SUMMARIZATION: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 126

TABLE 50 CALL MONITORING AND SUMMARIZATION: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 126

7.4 AGENT PERFORMANCE MONITORING 127

TABLE 51 AGENT PERFORMANCE MONITORING: SPEECH ANALYTICS MARKET SIZE,

BY REGION, 2016–2020 (USD MILLION) 127

TABLE 52 AGENT PERFORMANCE MONITORING: SPEECH ANALYTICS MARKET SIZE,

BY REGION, 2021–2026 (USD MILLION) 127

7.5 SALES AND MARKETING MANAGEMENT 128

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 128

TABLE 53 SALES AND MARKETING MANAGEMENT: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 128

TABLE 54 SALES AND MARKETING MANAGEMENT: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 128

7.6 SENTIMENTAL ANALYSIS 129

7.6.1 SENTIMENTAL ANALYSIS USES NLP, TEXT ANALYSIS, COMPUTATIONAL LINGUISTICS, AND BIOMETRICS TO SYSTEMATICALLY IDENTIFY, EXTRACT, QUANTIFY, AND ANALYZE CUSTOMER INTENT 129

TABLE 55 SENTIMENT ANALYSIS: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 129

TABLE 56 SENTIMENT ANALYSIS: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 130

7.7 RISK AND COMPLIANCE MANAGEMENT 130

TABLE 57 RISK AND COMPLIANCE MANAGEMENT: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 130

TABLE 58 RISK AND COMPLIANCE MANAGEMENT: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 131

7.8 OTHER APPLICATIONS 131

TABLE 59 OTHER APPLICATIONS: SPEECH ANALYTICS MARKET SIZE, BY REGION,

2016–2020 (USD MILLION) 132

TABLE 60 OTHER APPLICATIONS: SPEECH ANALYTICS MARKET SIZE, BY REGION,

2021–2026 (USD MILLION) 132

8 SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE 133

8.1 INTRODUCTION 134

8.1.1 DEPLOYMENT MODES: COVID-19 IMPACT ON THE SPEECH ANALYTICS MARKET 134

FIGURE 43 CLOUD SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD 134

TABLE 61 SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE,

2016–2020 (USD MILLION) 134

TABLE 62 SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE,

2021–2026 (USD MILLION) 135

8.2 CLOUD 135

8.2.1 CLOUD DEPLOYMENT MODE PROVIDES MULTIPLE BENEFITS, SUCH AS REDUCED OPERATIONAL COSTS, SIMPLE DEPLOYMENTS, AND HIGHER SCALABILITY 135

TABLE 63 CLOUD: SPEECH ANALYTICS MARKET SIZE, BY REGION,

2016–2020 (USD MILLION) 135

TABLE 64 CLOUD: SPEECH ANALYTICS MARKET SIZE, BY REGION,

2021–2026 (USD MILLION) 136

8.3 ON-PREMISES 136

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 136

TABLE 65 ON-PREMISES: SPEECH ANALYTICS MARKET SIZE, BY REGION,

2016–2020 (USD MILLION) 136

TABLE 66 ON-PREMISES: SPEECH ANALYTICS MARKET SIZE, BY REGION,

2021–2026 (USD MILLION) 137

9 SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE 138

9.1 INTRODUCTION 139

9.1.1 ORGANIZATION SIZE: COVID-19 IMPACT ON THE SPEECH ANALYTICS MARKET 139

FIGURE 44 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD 139

TABLE 67 SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,

2016–2020 (USD MILLION) 140

TABLE 68 SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,

2021–2026 (USD MILLION) 140

9.2 SMALL AND MEDIUM-SIZED ENTERPRISES 140

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 140

TABLE 69 SMALL AND MEDIUM-SIZED ENTERPRISES: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 141

TABLE 70 SMALL AND MEDIUM-SIZED ENTERPRISES: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 141

9.3 LARGE ENTERPRISES 141

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 141

TABLE 71 LARGE ENTERPRISES: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 142

TABLE 72 LARGE ENTERPRISES: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 142

10 SPEECH ANALYTICS MARKET SIZE, BY VERTICAL 143

10.1 INTRODUCTION 144

10.1.1 VERTICALS: COVID-19 IMPACT 144

FIGURE 45 HEALTHCARE AND LIFE SCIENCES VERTICAL TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 145

TABLE 73 SPEECH ANALYTICS MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION) 145

TABLE 74 SPEECH ANALYTICS MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION) 146

10.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 146

TABLE 75 BANKING, FINANCIAL SERVICES, AND INSURANCE: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 147

TABLE 76 BANKING, FINANCIAL SERVICES, AND INSURANCE: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 148

10.3 IT AND TELECOM 148

10.3.1 IT AND TELECOM INVOLVES A LARGE AMOUNT OF CUSTOMER CARE AND INTENSE COMPETITION ACROSS THE TARGET SEGMENT 148

TABLE 77 IT AND TELECOM: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 149

TABLE 78 IT AND TELECOM: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 149

10.4 RETAIL AND ECOMMERCE 149

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 149

TABLE 79 RETAIL AND ECOMMERCE: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 150

TABLE 80 RETAIL AND ECOMMERCE: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 150

10.5 HEALTHCARE AND LIFE SCIENCES 151

TABLE 81 HEALTHCARE AND LIFE SCIENCES: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 151

TABLE 82 HEALTHCARE AND LIFE SCIENCES: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 152

10.6 GOVERNMENT AND DEFENSE 152

10.6.1 GOVERNMENT AND PUBLIC SECTOR ORGANIZATIONS HAVE BEEN WITNESSING CONSTANT PRESSURE TO DELIVER CHEAPER SERVICES TO MEET THE EMERGING NEEDS OF CITIZENS 152

TABLE 83 GOVERNMENT AND DEFENSE: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 153

TABLE 84 GOVERNMENT AND DEFENSE: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 153

10.7 MEDIA AND ENTERTAINMENT 153

10.7.1 SPEECH ANALYTICS SOLUTIONS HAVE ENABLED THE CONTENT PRODUCERS, OWNERS, AND CONSUMERS TO EXPERIENCE THE CONTENT IN REAL TIME 153

TABLE 85 MEDIA AND ENTERTAINMENT: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 154

TABLE 86 MEDIA AND ENTERTAINMENT: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 154

10.8 TRAVEL AND HOSPITALITY 155

TABLE 87 TRAVEL AND HOSPITALITY: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 155

TABLE 88 TRAVEL AND HOSPITALITY: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 156

10.9 ENERGY AND UTILITIES 156

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 156

TABLE 89 ENERGY AND UTILITIES: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 157

TABLE 90 ENERGY AND UTILITIES: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 157

10.10 OTHER VERTICALS 157

TABLE 91 OTHER VERTICALS: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 158

TABLE 92 OTHER VERTICALS: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 158

11 SPEECH ANALYTICS MARKET SIZE, BY REGION 159

11.1 INTRODUCTION 160

FIGURE 46 INDIA TO ACCOUNT FOR THE HIGHEST CAGR DURING THE FORECAST PERIOD 160

FIGURE 47 ASIA PACIFIC TO WITNESS THE HIGHEST CAGR DURING THE FORECAST PERIOD 160

TABLE 93 SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 161

TABLE 94 SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 161

11.2 NORTH AMERICA 161

11.2.1 NORTH AMERICA: COVID-19 IMPACT 162

11.2.2 NORTH AMERICA: REGULATIONS 163

11.2.2.1 Personal Information Protection and Electronic Documents Act (PIPEDA) 163

11.2.2.2 Gramm–Leach–Bliley Act 163

11.2.2.3 Health Insurance Portability and Accountability Act of 1996 163

11.2.2.4 Health Level Seven (HL7) 163

11.2.2.5 Occupational Safety and Health Administration (OSHA) 163

11.2.2.6 Federal Information Security Management Act 164

11.2.2.7 Federal Information Processing Standards 164

11.2.2.8 California Consumer Privacy Act 164

FIGURE 48 NORTH AMERICA: MARKET SNAPSHOT 165

TABLE 95 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 165

TABLE 96 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 166

TABLE 97 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION) 167

TABLE 98 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY SOLUTION, 2021–2026 (USD MILLION) 167

TABLE 99 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION) 167

TABLE 100 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION) 168

TABLE 101 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2020 (USD MILLION) 168

TABLE 102 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION) 168

TABLE 103 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY APPLICATION, 2016–2020 (USD MILLION) 169

TABLE 104 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY APPLICATION, 2021–2026 (USD MILLION) 169

TABLE 105 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION) 169

TABLE 106 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION) 170

TABLE 107 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION) 170

TABLE 108 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION) 170

TABLE 109 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION) 171

TABLE 110 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION) 171

TABLE 111 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION) 172

TABLE 112 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION) 172

11.2.3 UNITED STATES 172

11.2.3.1 The US market is undergoing a major transformation in the implementation of AI, ML, and analytics-based solutions 172

TABLE 113 UNITED STATES: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 173

TABLE 114 UNITED STATES: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 173

11.2.4 CANADA 173

11.2.4.1 Adoption of speech analytics solutions among Canadian organizations to grow and create opportunities for global vendors 173

TABLE 115 CANADA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 174

TABLE 116 CANADA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 174

11.3 EUROPE 174

11.3.1 EUROPE: COVID-19 IMPACT 175

11.3.2 EUROPE: REGULATIONS 175

11.3.2.1 General Data Protection Regulation 175

11.3.2.2 Payment Card Industry Data Security Standard 175

11.3.2.3 European Committee for Standardization 175

TABLE 117 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 176

TABLE 118 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 176

TABLE 119 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION) 176

TABLE 120 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY SOLUTION, 2021–2026 (USD MILLION) 177

TABLE 121 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION) 177

TABLE 122 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION) 177

TABLE 123 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2020 (USD MILLION) 178

TABLE 124 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION) 178

TABLE 125 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION) 178

TABLE 126 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION) 178

TABLE 127 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION) 179

TABLE 128 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION) 179

TABLE 129 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION) 179

TABLE 130 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION) 180

TABLE 131 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION) 180

TABLE 132 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION) 180

11.3.3 UNITED KINGDOM 181

11.3.3.1 The UK is one of the fastest-growing markets for speech analytics solutions 181

TABLE 133 UNITED KINGDOM: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 181

TABLE 134 UNITED KINGDOM: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 181

11.3.4 GERMANY 182

11.3.4.1 In Germany, a highly skilled labor force and strong infrastructure drive the adoption of analytical technologies in the country 182

TABLE 135 GERMANY: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 182

TABLE 136 GERMANY: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 182

11.3.5 FRANCE 183

11.3.5.1 France is edging toward the massive adoption of speech analytics in the coming years 183

TABLE 137 FRANCE: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 183

TABLE 138 FRANCE: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 183

11.3.6 REST OF EUROPE 183

TABLE 139 REST OF EUROPE: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 184

TABLE 140 REST OF EUROPE: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 184

11.4 ASIA PACIFIC 184

11.4.1 ASIA PACIFIC: COVID-19 IMPACT 185

11.4.2 ASIA PACIFIC: REGULATIONS 185

11.4.2.1 Personal Data Protection Act 185

11.4.2.2 Act on the Protection of Personal Information (APPI) 186

11.4.2.3 International Organization for Standardization 27001 186

FIGURE 49 ASIA PACIFIC: MARKET SNAPSHOT 187

TABLE 141 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 187

TABLE 142 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 188

TABLE 143 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION) 188

TABLE 144 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY SOLUTION, 2021–2026 (USD MILLION) 188

TABLE 145 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION) 189

TABLE 146 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION) 189

TABLE 147 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2020 (USD MILLION) 189

TABLE 148 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION) 189

TABLE 149 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION) 190

TABLE 150 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION) 190

TABLE 151 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION) 190

TABLE 152 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION) 190

TABLE 153 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY APPLICATION, 2016–2020 (USD MILLION) 191

TABLE 154 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY APPLICATION, 2021–2026 (USD MILLION) 191

TABLE 155 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION) 192

TABLE 156 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION) 192

TABLE 157 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION) 193

TABLE 158 ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION) 193

11.4.3 INDIA 193

11.4.3.1 Increase in technology innovation and digital adoption to boast the speech analytics market growth in India 193

TABLE 159 INDIA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 194

TABLE 160 INDIA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 194

TABLE 161 INDIA: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION) 194

TABLE 162 INDIA: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION) 195

11.4.4 JAPAN 195

11.4.4.1 Adoption of advanced technologies led to the growth of the speech analytics market in Japan 195

TABLE 163 JAPAN: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 195

TABLE 164 JAPAN: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 196

11.4.5 CHINA 196

11.4.5.1 China is one of the leading global hubs for technological development and leading vendors in the marketspace 196

TABLE 165 CHINA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 196

TABLE 166 CHINA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 197

11.4.6 REST OF ASIA PACIFIC 197

TABLE 167 REST OF ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 197

TABLE 168 REST OF ASIA PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 198

11.5 MIDDLE EAST AND AFRICA 198

11.5.1 MIDDLE EAST AND AFRICA: COVID-19 IMPACT 198

11.5.2 MIDDLE EAST AND AFRICA: REGULATIONS 199

11.5.2.1 Israeli Privacy Protection Regulations (Data Security), 5777-2017 199

11.5.2.2 GDPR Applicability in KSA 199

11.5.2.3 Protection of Personal Information Act 199

TABLE 169 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 200

TABLE 170 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 200

TABLE 171 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION) 200

TABLE 172 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY SOLUTION, 2021–2026 (USD MILLION) 201

TABLE 173 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION) 201

TABLE 174 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION) 201

TABLE 175 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2020 (USD MILLION) 202

TABLE 176 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION) 202

TABLE 177 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY APPLICATION, 2016–2020 (USD MILLION) 202

TABLE 178 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY APPLICATION, 2021–2026 (USD MILLION) 203

TABLE 179 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION) 203

TABLE 180 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION) 203

TABLE 181 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION) 204

TABLE 182 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION) 204

TABLE 183 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION) 204

TABLE 184 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION) 205

TABLE 185 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 205

TABLE 186 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 206

11.5.3 SAUDI ARABIA 206

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 206

TABLE 187 SAUDI ARABIA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 206

TABLE 188 SAUDI ARABIA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 207

TABLE 189 SAUDI ARABIA: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION) 207

TABLE 190 SAUDI ARABIA: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION) 207

11.5.4 UNITED ARAB EMIRATES 208

11.5.4.1 In this region, there is an increasing trend toward the use of speech analytics for business processes 208

TABLE 191 UNITED ARAB EMIRATES: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 208

TABLE 192 UNITED ARAB EMIRATES: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 208

TABLE 193 UNITED ARAB EMIRATES: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION) 209

TABLE 194 UNITED ARAB EMIRATES: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION) 209

11.5.5 SOUTH AFRICA 209

11.5.5.1 South Africa is showing promising growth in terms of technological advancements leading to enhanced growth of speech analytics 209

TABLE 195 SOUTH AFRICA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 210

TABLE 196 SOUTH AFRICA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 210

11.5.6 QATAR 210

11.5.6.1 Qatar moved into the phase of AI transition transforming its economy 210

TABLE 197 QATAR: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 211

TABLE 198 QATAR: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 211

TABLE 199 QATAR: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION) 211

TABLE 200 QATAR: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION) 211

11.5.7 EGYPT 212

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 212

TABLE 201 EGYPT: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 212

TABLE 202 EGYPT: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 212

TABLE 203 EGYPT: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION) 212

TABLE 204 EGYPT: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION) 213

11.5.8 REST OF MIDDLE EAST AND AFRICA 213

TABLE 205 REST OF MEA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 213

TABLE 206 REST OF MEA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 213

11.6 LATIN AMERICA 214

11.6.1 LATIN AMERICA: COVID-19 IMPACT 214

11.6.2 LATIN AMERICA: REGULATIONS 215

11.6.2.1 Brazil Data Protection Law 215

11.6.2.2 Argentina Personal Data Protection Law No. 25.326 215

11.6.2.3 Federal Law on Protection of Personal Data Held by Individuals 216

TABLE 207 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 216

TABLE 208 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 216

TABLE 209 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION) 217

TABLE 210 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY SOLUTION, 2021–2026 (USD MILLION) 217

TABLE 211 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION) 217

TABLE 212 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION) 218

TABLE 213 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2020 (USD MILLION) 218

TABLE 214 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION) 218

TABLE 215 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY APPLICATION, 2016–2020 (USD MILLION) 219

TABLE 216 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY APPLICATION, 2021–2026 (USD MILLION) 219

TABLE 217 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION) 219

TABLE 218 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION) 220

TABLE 219 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION) 220

TABLE 220 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION) 220

TABLE 221 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION) 221

TABLE 222 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION) 221

TABLE 223 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION) 222

TABLE 224 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION) 222

11.6.3 BRAZIL 222

11.6.3.1 Rising technological development in Brazil would drive the growth of the speech analytics market in this region 222

TABLE 225 BRAZIL: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 223

TABLE 226 BRAZIL: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 223

11.6.4 MEXICO 223

11.6.4.1 Mexico increasingly adopting speech analytics solutions and services in coming years 223

TABLE 227 MEXICO: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 223

TABLE 228 MEXICO: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 224

11.6.5 REST OF LATIN AMERICA 224

TABLE 229 REST OF LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 224

TABLE 230 REST OF LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 224

12 COMPETITIVE LANDSCAPE 225

12.1 OVERVIEW 225

12.2 KEY PLAYER STRATEGIES 225

12.3 REVENUE ANALYSIS 226

FIGURE 50 REVENUE ANALYSIS FOR KEY COMPANIES IN THE PAST FIVE YEARS 226

12.4 MARKET SHARE ANALYSIS 227

FIGURE 51 MARKET SHARE ANALYSIS FOR KEY COMPANIES 227

TABLE 231 SPEECH ANALYTICS MARKET: DEGREE OF COMPETITION 228

12.5 COMPANY EVALUATION QUADRANT 228

12.5.1 STARS 228

12.5.2 EMERGING LEADERS 228

12.5.3 PERVASIVE 228

12.5.4 PARTICIPANT 228

FIGURE 52 KEY SPEECH ANALYTICS MARKET PLAYERS: COMPANY EVALUATION QUADRANT, 2021 229

12.6 COMPETITIVE BENCHMARKING 230

12.6.1 COMPANY PRODUCT FOOTPRINT 230

FIGURE 53 PRODUCT PORTFOLIO ANALYSIS OF TOP PLAYERS IN

THE SPEECH ANALYTICS MARKET 230

FIGURE 54 BUSINESS STRATEGY EXCELLENCE OF TOP PLAYERS IN

THE SPEECH ANALYTICS MARKET 231

TABLE 232 COMPANY OFFERING FOOTPRINT 231

TABLE 233 COMPANY REGION FOOTPRINT 232

12.7 STARTUP/SME EVALUATION QUADRANT 233

12.7.1 PROGRESSIVE COMPANIES 233

12.7.2 RESPONSIVE COMPANIES 233

12.7.3 DYNAMIC COMPANIES 233

12.7.4 STARTING BLOCKS 234

FIGURE 55 STARTUP/SME SPEECH ANALYTICS MARKET EVALUATION QUADRANT, 2021 234

12.8 STARTUP/SME COMPETITIVE BENCHMARKING 235

12.8.1 COMPANY PRODUCT FOOTPRINT 235

FIGURE 56 PRODUCT PORTFOLIO ANALYSIS OF STARTUPS/SMES IN

THE SPEECH ANALYTICS MARKET 235

FIGURE 57 BUSINESS STRATEGY EXCELLENCE OF STARTUPS/SMES IN

THE SPEECH ANALYTICS MARKET 236

TABLE 234 STARTUP/SME COMPANY OFFERING FOOTPRINT 236

TABLE 235 STARTUP/SME COMPANY REGION FOOTPRINT 237

12.9 COMPETITIVE SCENARIO AND TRENDS 237

12.9.1 PRODUCT LAUNCHES 237

TABLE 236 SPEECH ANALYTICS MARKET: PRODUCT LAUNCHES,

APRIL 2020–AUGUST 2021 237

12.9.2 DEALS 239

TABLE 237 SPEECH ANALYTICS MARKET: DEALS, MAY 2019–OCTOBER 2021 239

13 COMPANY PROFILES 242

13.1 INTRODUCTION 242

13.2 KEY PLAYERS 242

(Business Overview, Solutions & Services, Key Insights, Recent Developments, MnM View)*

13.2.1 NICE 242

TABLE 238 NICE: BUSINESS AND FINANCIAL OVERVIEW 242

FIGURE 58 NICE: COMPANY SNAPSHOT 243

TABLE 239 NICE: SOLUTIONS OFFERED 243

TABLE 240 NICE: SERVICES OFFERED 244

TABLE 241 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS 244

TABLE 242 NICE: DEALS 245

13.2.2 MICRO FOCUS 247

TABLE 243 MICRO FOCUS: BUSINESS OVERVIEW 247

FIGURE 59 MICRO FOCUS: COMPANY SNAPSHOT 248

TABLE 244 MICRO FOCUS: SOLUTIONS OFFERED 248

TABLE 245 MICRO FOCUS: SERVICES OFFERED 249

TABLE 246 MICRO FOCUS: PRODUCT LAUNCHES AND ENHANCEMENTS 249

TABLE 247 MICRO FOCUS: DEALS 250

13.2.3 VERINT 252

TABLE 248 VERINT: BUSINESS OVERVIEW 252

FIGURE 60 VERINT: COMPANY SNAPSHOT 253

TABLE 249 VERINT: SOLUTIONS OFFERED 253

TABLE 250 VERINT: PRODUCT LAUNCHES AND ENHANCEMENTS 254

TABLE 251 VERINT: DEALS 254

13.2.4 AVAYA 256

TABLE 252 AVAYA: BUSINESS OVERVIEW 256

FIGURE 61 AVAYA: COMPANY SNAPSHOT 257

TABLE 253 AVAYA: SOLUTIONS OFFERED 257

TABLE 254 AVAYA: SERVICES OFFERED 257

TABLE 255 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS 258

TABLE 256 AVAYA: DEALS AND OTHERS 258

13.2.5 OPENTEXT 260

TABLE 257 OPENTEXT: BUSINESS OVERVIEW 260

FIGURE 62 OPENTEXT: COMPANY SNAPSHOT 261

TABLE 258 OPENTEXT: SERVICES OFFERED 261

TABLE 259 OPENTEXT: SOLUTIONS OFFERED 262

TABLE 260 OPENTEXT: PRODUCT LAUNCHES AND ENHANCEMENTS 262

TABLE 261 OPENTEXT: DEALS 262

13.2.6 GOOGLE 264

TABLE 262 GOOGLE: BUSINESS OVERVIEW 264

FIGURE 63 GOOGLE: COMPANY SNAPSHOT 265

TABLE 263 GOOGLE: SOLUTIONS OFFERED 265

TABLE 264 GOOGLE: SERVICES OFFERED 266

TABLE 265 GOOGLE: PRODUCT LAUNCHES AND ENHANCEMENTS 266

TABLE 266 GOOGLE: DEALS 266

13.2.7 VONAGE 267

TABLE 267 VONAGE: BUSINESS OVERVIEW 267

FIGURE 64 VONAGE: COMPANY SNAPSHOT 268

TABLE 268 VONAGE: SOLUTIONS OFFERED 268

TABLE 269 VONAGE: SOLUTION LAUNCHES AND ENHANCEMENTS 269

TABLE 270 VONAGE: DEALS AND OTHERS 269

13.2.8 GENESYS 270

TABLE 271 GENESYS: BUSINESS OVERVIEW 270

TABLE 272 GENESYS: SOLUTIONS OFFERED 270

TABLE 273 GENESYS: SERVICES OFFERED 270

TABLE 274 GENESYS: SOLUTION LAUNCHES AND ENHANCEMENTS 271

TABLE 275 GENESYS: DEALS 271

13.2.9 CALABRIO 272

TABLE 276 CALABRIO: BUSINESS OVERVIEW 272

TABLE 277 CALABRIO: SOLUTIONS OFFERED 272

TABLE 278 CALABRIO SERVICES OFFERED 273

TABLE 279 CALABRIO: SOLUTION LAUNCHES AND ENHANCEMENTS 273

TABLE 280 CALABRIO: DEALS 274

13.2.10 CALLMINER 275

TABLE 281 CALLMINER: BUSINESS OVERVIEW 275

TABLE 282 CALLMINER: SOLUTIONS OFFERED 275

TABLE 283 CALLMINER: SERVICES OFFERED 275

TABLE 284 TABLE 31 CALLMINER: SOLUTION LAUNCHES AND ENHANCEMENTS 276

TABLE 285 CALLMINER: DEALS 276

13.2.11 AWS 277

13.2.12 CLARABRIDGE 277

13.2.13 ALMAWAVE 278

13.2.14 TALKDESK 278

13.2.15 ALVARIA 279

13.2.16 CASTEL 279

13.2.17 VOICEBASE 280

13.2.18 INTELLIGENT VOICE 280

13.2.19 CALLTRACKINGMETRICS 281

13.2.20 FIVE9 281

13.2.21 3CLOGIC 282

*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 282

13.3.1 CLOUDTALK 282

13.3.2 DEEPGRAM 283

13.3.3 GNANI.AI 283

13.3.4 OBSERVE.AI 284

13.3.5 SPEECHTECH 284

13.3.6 SPEECH-I LTD 285

13.3.7 BATVOICE 285

13.3.8 KWANTICS 286

13.3.9 SPEECH VILLAGE 286

13.3.10 SALESKEN 287

14 ADJACENT AND RELATED MARKETS 288

14.1 INTRODUCTION 288

14.2 CONVERSATIONAL AI MARKET - GLOBAL FORECAST TO 2026 288

14.2.1 MARKET DEFINITION 288

14.2.2 MARKET OVERVIEW 288

14.2.2.1 Conversational AI market, by component 289

TABLE 286 CONVERSATIONAL AI MARKET SIZE, BY COMPONENT,

2016–2020 (USD MILLION) 289

TABLE 287 CONVERSATIONAL AI MARKET SIZE, BY COMPONENT,

2021–2026 (USD MILLION) 289

14.2.2.2 Conversational AI market, by service 289

TABLE 288 CONVERSATIONAL AI MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION) 289

TABLE 289 CONVERSATIONAL AI MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION) 290

14.2.2.3 Conversational AI market, by type 290

TABLE 290 CONVERSATIONAL AI MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION) 290

TABLE 291 CONVERSATIONAL AI MARKET SIZE, BY TYPE, 2021–2026 (USD MILLION) 290

14.2.2.4 Conversational AI market, by deployment mode 291

TABLE 292 CONVERSATIONAL AI MARKET SIZE, BY DEPLOYMENT MODE,

2016–2020 (USD MILLION) 291

TABLE 293 CONVERSATIONAL AI MARKET SIZE, BY DEPLOYMENT MODE,

2021–2026 (USD MILLION) 291

14.2.2.5 Conversational AI market, by organization size 291

TABLE 294 CONVERSATIONAL AI MARKET SIZE, BY ORGANIZATION SIZE,

2016–2020 (USD MILLION) 291

TABLE 295 CONVERSATIONAL AI MARKET SIZE, BY ORGANIZATION SIZE,

2021–2026 (USD MILLION) 292

14.2.2.6 Conversational AI market, by mode of integration 292

TABLE 296 CONVERSATIONAL AI MARKET SIZE, BY MODE OF INTEGRATION,

2016–2020 (USD MILLION) 292

TABLE 297 CONVERSATIONAL AI MARKET SIZE, BY MODE OF INTEGRATION,

2021–2026 (USD MILLION) 292

14.2.2.7 Conversational AI market, by business function 293

TABLE 298 CONVERSATIONAL AI MARKET SIZE, BY BUSINESS FUNCTION,

2016–2020 (USD MILLION) 293

TABLE 299 CONVERSATIONAL AI MARKET SIZE, BY BUSINESS FUNCTION,

2021–2026 (USD MILLION) 293

14.2.2.8 Conversational AI market, by vertical 294

TABLE 300 CONVERSATIONAL AI MARKET SIZE, BY VERTICAL,

2016–2020 (USD MILLION) 294

TABLE 301 CONVERSATIONAL AI MARKET SIZE, BY VERTICAL,

2021–2026 (USD MILLION) 294

14.2.2.9 Conversational AI market, by region 295

TABLE 302 CONVERSATIONAL AI MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 295

TABLE 303 CONVERSATIONAL AI MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 295

14.3 NLP MARKET - GLOBAL FORECAST TO 2026 296

14.3.1 MARKET DEFINITION 296

14.3.2 MARKET OVERVIEW 296

14.3.2.1 NLP market, by component 296

TABLE 304 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY COMPONENT,

2015–2019 (USD MILLION) 296

TABLE 305 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY COMPONENT,

2019–2026 (USD MILLION) 297

14.3.2.2 NLP market, by solution 297

TABLE 306 SOLUTIONS: NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION) 297

TABLE 307 SOLUTIONS: NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE, 2019–2026 (USD MILLION) 297

14.3.2.3 NLP market, by service 298

TABLE 308 SERVICES: NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION) 298

TABLE 309 SERVICES: NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE, 2019–2026 (USD MILLION) 298

14.3.2.4 NLP market, by deployment mode 298

TABLE 310 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION) 299

TABLE 311 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY DEPLOYMENT MODE, 2019–2026 (USD MILLION) 299

14.3.2.5 NLP market, by type 299

TABLE 312 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE,

2015–2019 (USD MILLION) 299

TABLE 313 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE,

2019–2026 (USD MILLION) 300

14.3.2.6 NLP market, by vertical 300

TABLE 314 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY VERTICAL,

2015–2019 (USD MILLION) 300

TABLE 315 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY VERTICAL,

2019–2026 (USD MILLION) 301

14.3.2.7 NLP market, by region 301

TABLE 316 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY REGION,

2015–2019 (USD MILLION) 301

TABLE 317 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY REGION,

2019–2026 (USD MILLION) 302

15 APPENDIX 303

15.1 INDUSTRY EXPERTS 303

15.2 DISCUSSION GUIDE 304

15.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 311

15.4 AVAILABLE CUSTOMIZATIONS 313

15.5 RELATED REPORTS 313

15.6 AUTHOR DETAILS 314

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ご注文は、お電話またはWEBから承ります。お見積もりの作成もお気軽にご相談ください。

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