음성 분석 시장 2026년까지 글로벌 예측

출판 : MarketsandMarkets(마켓츠앤드마켓츠)출판년월 : 2022년01월

・구성 요소(솔루션 및 서비스), 용도(위험 및 규정 준수 관리, 감정 분석), 조직 규모, 배포 모드(클라우드, 온프레미스), 수직 및 지역 – 2026년까지 글로벌 예측

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

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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.
글로벌 음성 분석 시장 규모는 예측 기간 동안 20.5%의 CAGR(연간 복합 성장률)로 2021년 18억 달러에서 2026년 45억 달러로 성장할 것입니다. COVID-19 기간 동안 에이전트 성능 모니터링 및 개선에 대한 수요 증가 및 모바일 뱅킹 애플리케이션의 음성 인증에 대한 수요 증가와 같은 다양한 요인. AI 및 ML 기반 기술을 사용하여 실행 가능한 실시간 고객 통찰력을 촉진하고 고객 의도를 예측할 필요성의 증가는 음성 분석 시장의 성장을 주도할 것으로 예상됩니다.

 

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.


목차

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
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 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
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 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
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 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
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 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
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 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
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 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
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 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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