Product Overview

Speech analytics tools help users recognize insights, feelings, and meanings in conversation, which provides companies with several strategic advantages for their businesses particularly their customer engagement centers. The method of analyzing documented calls is speech analytics. Speech analytics aims to gather knowledge from consumers to boost contact and potential engagement. Contact center speech analytics can be used to mine documented customer experiences to surface the information required for successful cost management and customer service strategies to be established. This technology can identify cost drivers, evaluate patterns, identify processes and goods for strengths and weaknesses, and helps to understand how contributions are viewed by the consumer. Consumer contact centers primarily use the method to retrieve knowledge hidden in customer encounters with an organization.

Market Highlights

Speech Analytics Market is expected to project a notable CAGR of 21.2% in 2030.

Speech Analytics Market to surpass USD 4.2 billion by 2030 from USD 1.2 billion in 2018 at a CAGR of 21.2% throughout the forecast period, i.e., 2019-30. The improved economic situation, coupled with the rising BPO industry, is expected to be a key factor driving the global demand for speech analytics. The adoption by agencies and companies of analytical solutions has increased steadily over time. This is due to the increased reliance on market intelligence by businesses to achieve a competitive advantage. It is therefore anticipated that factors such as risk and enforcement management, the need for greater business operational efficiency, and the rise in the number of call centres in developing countries will drive the demand during the forecast period.

Speech Analytics Market: Segments

Solution segment to grow with the highest CAGR during 2019-30

Speech Analytics Market is segmented by component as solution and services. The service segment is further bifurcated into consulting and training. The greater market share in 2018 was accounted for by solution and is expected to dominate the market over the forecast period. However, the market is expected to experience maturity ascribed to higher acceptance that will lead to momentum in the next nine years for the services segment. The market provides a comprehensive portfolio of solutions, so resources are required to manage these solutions and to help companies develop their business processes to maintain this competitive environment. The service segment is expected to rise over the forecast period at a CAGR of over 8 percent.

SMEs segment to grow with the highest CAGR during 2019-30

Speech Analytics Market is segmented by Size of Organization as solution and services. The service segment is further bifurcated into Small and Medium Enterprises, Large Enterprises. SMEs accounted for a higher market share of 42 % and the segment is expected to experience growth over the forecast period at a CAGR of more than 8 percent. This is due to the high penetration and enhancement of customer experience of speech analytics tools for applications in security systems. Small and medium-sized enterprises (SMBs) are increasingly relying on web-enabled platforms and apps to operate their business. Besides, the growing proliferation of cloud analytics among SMEs is driving product demand.

Telecommunications sector to grow with the highest CAGR during 2019-30

Speech Analytics Market is segmented by vertical into BFSI, Telecommunications, Healthcare, Retail, Government, Travel and Hospitality, and others. The Telecommunications segment is expected to hold the largest market share of 17% in 2019 and has witnessed a very high demand over the forecast years. Due to the huge amount of data produced by the advent of the connected world concept, speech analytics has become increasingly common in the telecommunications industry. The reported calls were initially manually analyzed, but the increase in call volume requires the need for sufficient and reliable evaluation, leading to the introduction of speech analytics. organizations of telecom service providers are major end-users worldwide of speech analytics technologies. Various advantages, such as improved margins, reduction of fraud, minimization of risk, enhancement of service, and customer satisfaction, contribute to the acquisition of more customers and the retention of customers, which allows the growth of the industry market.

Speech Analytics Market: Market Dynamics

Drivers

Increasing need to improve the customer journey and overall experience

Some of the factors driving the Speech Analytics market are high growth in the number of customer engagement centers, the growing emphasis on taking a competitive advantage through market intelligence, and increasing enforcement and risk management requirements. Some of the factors that could slow down the adoption of speech analytics solutions and services among different industry verticals and domains are costly solutions and low awareness of the potential benefits of this technology among businesses. Cloud-based technologies and services for real-time speech analytics are expected to create great opportunities for different market players operating in this market.

Rising Number of E-commerce Platforms

The growing need for customer relationship management (CRM), technological innovation, the demand for more detailed risk management solutions, and competition between companies are the key drivers for the growth of the market for speech analytics by increasing the number of call centers. Besides, speech analytics technology allows many companies to evaluate industry patterns and possibilities, unproductive amounts of calls, and high-cost drivers. This technology also helps many businesses to operate on unorganized knowledge obtained from customer contact and improved customer service. Therefore, the market for speech analytics has increased across different companies.

Restrain

High Implementation Costs

The increase in costs and the lack of knowledge of speech analytics technology are limiting the growth of the market for speech analytics. It is also not very clear and easy to select the best speech analytics technology. To gain insights from data, there are many different methods, such as phonetics, transcription, and matching key phrases listed over a call by clients. It may be difficult to select the strategy best suited to the needs of an organization. The presence of several providers of speech analytics with equally good offerings makes it even more difficult to choose the right option for speech analytics. Therefore, the need to incorporate speech analytics for data insights with established CRM systems and finalize the methodology to gain insights from data are major restrictive factors for the global adoption of speech analytics.

Speech Analytics Market: Key Players

Verint Systems

Company Overview

Business Strategy

Key Product Offerings

Financial Performance

Key Performance Indicators

Risk Analysis

Recent Development

Regional Presence

SWOT Analysis

NICE Ltd.

CallMiner

Avaya

Hewlett Packard Enterprise (HPE) Company

VOCI Technologies

Zoom International

Clarabridge

Almawave

Calabrio, Inc

Speech Analytics Market: Regions

Speech Analytics Market is segmented based on regional analysis into five major regions. These include North America, Latin America, Europe, APAC, and MENA.

Speech Analytics Market in North America held the largest market share of XX.X% in the year 2018 and it is expected to continue its market dominance in the future to strengthen customer engagement efforts, due to the growing demand for better customer support services. Europe is expected to be in second place during the forecast period in terms of market size and market share. The increasing demand for business workload reduction related to internal and external communication monitoring is boosting the adoption in Europe of speech analytics solutions. During the forecast period, APAC is anticipated to record the highest growth rate. During the forecast period, the speech analytics market is expected to witness significant advancements and the adoption of solutions across APAC. It is further anticipated that the growing number of players across different regions will drive the market.

Competitive Landscape:

The Speech Analytics market, which is highly competitive, consists of several major players such as NICE (Israel), Verint (US), Micro Focus (UK), Avaya (US), Genesys (US), Google (US) hold a substantial market share in the Speech Analytics market. Other players analyzed in this report are AWS (US), Vonage (US), OpenText (Canada), Calabrio (US), CallMiner (US), Clarabridge (US), Eleven (US), Voci Technologies (US), Almawave (Italy), Marchex (US), Enghouse Interactive (US), Castel (US), Aspect (US), Sabio (UK), Business Systems (England), Talkdesk (US), VoiceBase (US), Tech Mahindra (India), Invoca (US), Tether (US), Cognito (US), Intelligent Voice (UK), Kwantics (India), Batvoice AI (France), Speech Village (UK), Speech-i Ltd (UK), SpeechTech (US), Gnani.ai (India), Observe.AI (US), and Deepgram (US) among others.

The market competition has been stepped up by the availability of many players offering Speech Analytics. For Instance, November 2019 - To enable customers to optimize the time to market for speech and text analytics, VoiceBase introduced VoiceBase Online. VoiceBase Online is a fully hosted SaaS application that hosts the analytics databases with optimized query schemas, data transformations, and front-end visual analytics, powered by Tableau.

Speech Analytics Market is further segmented by region into:

North America Market Size, Share, Trends, Opportunities, Y-o-Y Growth, CAGR – United States and Canada

Latin America Market Size, Share, Trends, Opportunities, Y-o-Y Growth, CAGR – Mexico, Argentina, Brazil, and Rest of Latin America

Europe Market Size, Share, Trends, Opportunities, Y-o-Y Growth, CAGR – United Kingdom, France, Germany, Italy, Spain, Belgium, Hungary, Luxembourg, Netherlands, Poland, NORDIC, Russia, Turkey, and Rest of Europe

APAC Market Size, Share, Trends, Opportunities, Y-o-Y Growth, CAGR – India, China, South Korea, Japan, Malaysia, Indonesia, New Zealand, Australia, and Rest of APAC

MENA Market Size, Share, Trends, Opportunities, Y-o-Y Growth, CAGR – North Africa, Israel, GCC, South Africa, and Rest of MENA

Speech Analytics Market report also contains analysis on:

Speech Analytics Market Segments:

By Component:

Solutions

Speech Engine

Indexing and Query Tools

Reporting and Visualization Tools

Workforce Optimization

Others

Services

Professional Services

Consulting

System Integration and Implementation

Support and Maintenance

Managed Services

By Deployment:

Small and Medium Enterprises

Large Enterprises

By Organization Size:

Large Enterprises

Small and Medium-sized Enterprises (SMEs)

By Vertical:

BFSI

Telecommunications

Healthcare

Retail

Government

Travel and Hospitality

Other

Speech Analytics Market Dynamics

Speech Analytics Market Size

Supply & Demand

Current Trends/Issues/Challenges

Competition & Companies Involved in the Market

Value Chain of the Market

Market Drivers and Restraints

Contents

1. Executive Summary

2. Speech Analytics Market

2.1. Product Overview

2.2. Market Definition

2.3. Segmentation

2.4. Assumptions and Acronyms

3. Research Methodology

3.1. Research Objectives

3.2. Primary Research

3.3. Secondary Research

3.4. Forecast Model

3.5. Market Size Estimation

4. Average Pricing Analysis

5. Macro-Economic Indicators

6. Market Dynamics

6.1. Growth Drivers

6.2. Restraints

6.3. Opportunity

6.4. Trends

7. Correlation & Regression Analysis

7.1. Correlation Matrix

7.2. Regression Matrix

8. Recent Development, Policies & Regulatory Landscape

9. Risk Analysis

9.1. Demand Risk Analysis

9.2. Supply Risk Analysis

10. Speech Analytics Analysis

10.1. Porters Five Forces

10.1.1. Threat of New Entrants

10.1.2. Bargaining Power of Suppliers

10.1.3. Threat of Substitutes

10.1.4. Rivalry

10.2. PEST Analysis

10.2.1. Political

10.2.2. Economic

10.2.3. Social

10.2.4. Technological

11. Speech Analytics Market

11.1. Market Size & forecast, 2019A-2030F

11.1.1. By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

11.1.2. By Volume (Million Units) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12. Speech Analytics: Market Segmentation

12.1. By Regions

12.1.1. North America:

• By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.1.2. Europe:

• By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.1.3. Asia-Pacific:

• By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.1.4. MEA:

• By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.1.5. Latin America:

• By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.2. By Component: Market Share (2020-2030F)

12.2.1. Solutions, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.2.2. Services, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.3 By Organization Size: Market Share (2020-2030F)

12.3.1. Large Enterprises, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.3.2. SMEs, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.4 By Organization Size: Market Share (2020-2030F)

12.4.1. Cloud, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.4.2. On-premises, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.5 By Vertical: Market Share (2020-2030F)

12.5.1. BFSI, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.5.2. Retail, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.5.3. Telecom, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.4.4. Government, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.5.5. Healthcare, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.5.6. Travel and Hospitality, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.4.7. Others, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

13. Company Profile

13.1.1. Verint Systems

13.1.2. Company Overview

13.1.3. Company Total Revenue (Financials)

13.1.4. Market Potential

13.1.5. Global Presence

13.1.6. Key Performance Indicators

13.1.7. SWOT Analysis

13.1.8. Product Launch

13.2. Avaya

13.3. Calabrio

13.4. CallMiner

13.5. Clarabridge

13.6. Almawave

13.7. Voci Technologies

13.8. Zoom International

13.9. NICE Systems

13.10. Genesys

13.11. HPE

14 Consultant Recommendation

**The above given segmentations and companies could be subjected to further modification based on in-depth feasibility studies conducted for the final deliverable

Methodology/Research Approach

This research study involved the extensive usage of both primary and secondary data sources. The research process involved the study of various factors affecting the industry, including the government policy, market environment, competitive landscape, historical data, present trends in the market, technological innovation, upcoming technologies and the technical progress in related industry, and market risks, opportunities, market barriers and challenges. The following illustrative figure shows the market research methodology applied in this report.

Research Programs/Design

Historical Data (2015-2019)	Industry Trends Competitive Landscape By Company Expansion Mergers and Acquisitions Market Segment by Type by Application By Regions/ Geography	Value Status and Outlook Value for Major Players Market Share Growth Rate Present Situation Analysis Value Market Share Growth Rate Present Situation Analysis
Influencing Factors	Market Environment Government Policy Technological Changes Market Risks	Market Drivers Growing Demand of Downstream Reduction in Cost
Market Forecast (2021-2026)	Overall Size by Type by Application By Regions/Geography	Key Data (Value) Market Share Growth Rate CAGR (2021-2026)

Market Size Estimation

Top-down and bottom-up approaches are used to validate the global Voluntary Carbon Offset market size market and estimate the market size for Company, regions segments, product segments and Application (end users).

The market estimations in this report are based on the marketed sale price of Voluntary Carbon Offset (excluding any discounts provided by the player, distributor, wholesaler or traders). The percentage splits, market share, and breakdowns of the product segments are derived on the basis of weights assigned to each of the segments on the basis of their utilization rate and average sale price. The regional splits of the overall Voluntary Carbon Offset market and its sub-segments are based on the percentage adoption or utilization of the given product in the respective region or country.

Major Company in the market is identified through secondary research and their market revenues determined through primary and secondary research. Secondary research included the research of the annual and financial reports of the top Company; whereas, primary research included extensive interviews of key opinion leaders and industry experts such as experienced front-line staff, directors, CEOs and marketing executives. The percentage splits, market share, Growth Rate and breakdowns of the product markets are determined through using secondary sources and verified through the primary sources.

All possible factors that influence the markets included in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data. The market size for top-level markets and sub-segments is normalized, and the effect of inflation, economic downturns, and regulatory & policy changes or other factors are not accounted for in the market forecast. This data is combined and added with detailed inputs and analysis from Market Intellix and presented in this report

The following figure shows an illustrative representation of the overall market size estimation process used for this study.

Market Breakdown and Data Triangulation

After complete market engineering with calculations for market statistics; market size estimations; market forecasting; market breakdown; and data triangulation, extensive primary research was conducted to gather information and verify and validate the critical numbers arrived at. In the complete market engineering process, both top-down and bottom-up approaches were extensively used, along with several data triangulation methods, to perform market estimation and market forecasting for the overall market segments and sub-segments listed in this report. Extensive qualitative and further quantitative analysis is also done from all the numbers arrived at in the complete market engineering process to list key information throughout the report.

Data Source

Secondary Sources

Secondary sources include such as press releases, annual reports, non-profit organizations, industry associations, governmental agencies and customs data, etc. This research study involves the usage of widespread secondary sources, directories, databases such as Bloomberg Business, Wind Info, Hoovers, Factiva (Dow Jones & Company), and TRADING ECONOMICS, and News Network, statista, Federal Reserve Economic Data, annual reports, BIS Statistics, ICIS; company house documents; CAS(American Chemical Society); investor presentations; and SEC filings of companies. Secondary research was used to identify and collect information useful for the extensive, technical, market-oriented, and Hospitals study of the Voluntary Carbon Offset market. It was also used to obtain important information about the top companies, market classification and segmentation according to industry trends to the bottom-most level, and key developments related to market and technology perspectives.

Market Size	Segmental value Geographic Penetration Product Adoption Rate for Different market	Journals, Websites, and Press Releases Annual Reports and SEC Filings Company Websites and Press Releases Public and Paid Databases Market Intellix Data Repository
Market Position of Top Company	Product Financials Geographic value Mix Total Company value Business/Segmental value Mix
Qualitative Analysis	Influence Factors Market Potential Market Risks and Opportunities Industry Trends Geographical Features Government Policies	Company Websites and Press Releases Public and Paid Databases Annual Reports Industry Associations Market Intellix Data Repository

Primary Sources

In the primary research process, various sources from both the supply and demand sides were interviewed to obtain qualitative and quantitative information for this report. The primary sources from the supply side include product Company (and their competitors), opinion leaders, industry experts, research institutions, distributors, dealer and traders, as well as the raw materials suppliers and producers, etc.

The primary sources from the demand side include industry experts such as business leaders, marketing and sales directors, technology and innovation directors, supply chain executive, end use (product buyers), and related key executives from various key companies and organizations operating in the global market.

Primary research was conducted to identify segmentation Type, product price range, product Application, key Company, raw materials supply and the downstream demand, industry status and outlook, and key market dynamics such as risks, influence factors, opportunities, market barriers, industry trends, and key player strategies.

Key Executives Interviewed

Key Data Information from Primary Sources

Primary Sources	Parameters	Key Data
Market Segments(by Application, by Type)	Value by Type Status and Forecast Value by Application Value by Regions, Status and Forecast (2021-2026)	Value Market Share by Type Value Growth Rate by Type Value by Application Percentage and Growth Rate by Application Value Growth Rate and Market Share by Regions Market Size Status and Forecast (2021-2026)
Total Market	Overall Size, Status and Forecast	Market Size Status and Forecast (2021-2026)