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Voice Analytics Market by Component (Solution and Services), Application (Sentiment Analysis, Sales and Marketing Management, and Call Monitoring), Deployment Model, Organization Size, Vertical, and Region - Global Forecast to 2024

 

出版社 出版年月電子版価格 ページ数図表数
MarketsandMarkets
マーケッツアンドマーケッツ
2019年7月US$4,950
シングルユーザライセンス
142 100

サマリー

幅広い市場に関する調査レポートを出版しているマーケッツアンドマーケッツ(MarketsandMarkets)の音声解析市場に関する調査レポートです。

The global voice analytics market size to grow at a Compound Annual Growth Rate (CAGR) of 19.4% during the forecast period

MarketsandMarkets forecasts the global voice analytics market size to grow from USD 657 million in 2019 to USD 1,597 million by 2024, at a CAGR of 19.4% during 2019–2024. The major growth drivers of the voice analytics market include the growing need to extract insights from customer interactions. Lack of accuracy in authenticating users may restrain the growth of the voice analytics market.

The services segment to grow at a higher CAGR during the forecast period

The voice analytics market is segmented on the basis of components, such as solution and services. The services segment is expected to grow at a rapid pace during the forecast period. An efficient voice analytics service help organizations unlock insights in voice communications by integrating voice analytics solution with their existing IT infrastructure.

The retail and eCommerce segment to grow at the highest CAGR during the forecast period

The voice analytics market by vertical has been segmented into BFSI, retail and eCommerce, telecommunication, healthcare, government and defense, others (education, real estate, and travel and hospitality). The retail and eCommerce segment to grow at the highest CAGR during the forecast period, due to the growing demand to create a frictionless customer experience.

Among regions, Asia Pacific (APAC) to grow at the highest CAGR during the forecast period

APAC is expected to grow at the highest CAGR during the forecast period. The increasing investments by the tech companies in major APAC countries, such as India, China, and Japan, growing government regulations and initiatives are expected to drive the growth of the market in the APAC region.

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 voice analytics market.

? By Company: Tier I: 10%, Tier II: 25%, and Tier III: 65%
? By Designation: C-Level: 25%, Director-Level: 50%, and Others: 25%
? By Region: North America: 40%, Europe: 20%, APAC: 30%, RoW : 10%

The report includes the study of the key players offering voice analytics solution and services. It profiles major vendors in the global voice analytics market. The major vendors include Verint Systems (US), NICE  (Israel), Avaya (US), ThoughtSpot (US), Uniphore (India), Calabrio (US), Talkdesk (US), RankMiner (US), VoiceBase (US), Beyond Verbal (Israel), VoiceSense (Israel), SESTEK (Turkey), audEERING (Germany),  Invoca (US), and Xdroid (Hungary). It also includes an in-depth competitive analysis of the key players in the voice analytics market, along with their company profiles, business overviews, product offerings, recent developments, and market strategies.

Research coverage

The report segments the global voice analytics market by component (solution and services), deployment mode, organization size, application, and region. The voice analytics market by vertical is divided into BFSI, retail and eCommerce, telecommunication, healthcare, government and defense, others (education, real estate, and travel and hospitality) categories. The component segment comprises solution and services. The services segment is divided into managed services and professional services (support and maintenance services, and consulting services). The voice analytics market by deployment mode is segmented into cloud and on-premises. On the basis of organization size, the voice analytics market is divided into large enterprises and Small and Medium-sized Enterprises (SMEs). The voice analytics market by application is segmented into sentiment analysis, sales and marketing management, risk and fraud detection, call monitoring, others (reporting and workforce management). The report also covers the voice analytics market with respect to 5 major regions: North America, Europe, APAC, Latin America, and the Middle East and Africa (MEA).

The report would help the market leaders and new entrants in the global voice analytics market in the following ways:

1. The report segments the market into various subsegments; hence, it covers the market comprehensively. It provides the closest approximations of the revenue numbers for the overall market and its subsegments. The market numbers are further split across verticals and regions.
2. It helps in understanding the overall growth of the market. It also provides information about key market drivers, restraints, challenges, and opportunities.
3. It helps stakeholders in understanding their competitors better and gaining more insights to strengthen their positions in the market. The study also presents the positioning of the key players based on their product offerings and business strategies.
 



目次

1 INTRODUCTION 17
1.1 OBJECTIVES OF THE STUDY 17
1.2 MARKET DEFINITION 17
1.3 MARKET SCOPE 18
1.3.1 MARKET SEGMENTATION 18
1.3.2 REGIONS COVERED 18
1.4 YEARS CONSIDERED FOR THE STUDY 19
1.5 CURRENCY CONSIDERED 19
1.6 STAKEHOLDERS 19
2 RESEARCH METHODOLOGY 20
2.1 RESEARCH DATA 20
2.1.1 SECONDARY DATA 21
2.1.2 PRIMARY DATA 21
2.1.2.1 Breakup of primary profiles 21
2.1.2.2 Key industry insights 22
2.2 MARKET BREAKUP AND DATA TRIANGULATION 23
2.3 MARKET SIZE ESTIMATION 24
2.3.1 TOP-DOWN APPROACH 24
2.3.2 BOTTOM-UP APPROACH 25
2.4 MARKET FORECAST 25
2.5 COMPETITIVE LEADERSHIP MAPPING RESEARCH METHODOLOGY 26
2.5.1 VENDOR INCLUSION CRITERIA 26
2.6 ASSUMPTIONS FOR THE STUDY 27
2.7 LIMITATIONS OF THE STUDY 27
3 EXECUTIVE SUMMARY 28
4 PREMIUM INSIGHTS 33
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE VOICE ANALYTICS MARKET 33
4.2 VOICE ANALYTICS MARKET, BY APPLICATION (2019-2024) 33
4.3 VOICE ANALYTICS MARKET, BY ORGANIZATION SIZE 34
4.4 VOICE ANALYTICS MARKET: MARKET SHARE ACROSS REGIONS 34

5 MARKET OVERVIEW AND INDUSTRY TRENDS 35
5.1 INTRODUCTION 35
5.2 MARKET DYNAMICS 35
5.2.1 DRIVERS 36
5.2.1.1 Growing need to extract insights from customer interactions 36
5.2.1.2 Rising demand to monitor and improve agent performance 36
5.2.1.3 Growing focus on risk and fraud detection 36
5.2.2 RESTRAINTS 37
5.2.2.1 Lack of accuracy in user authentication 37
5.2.3 OPPORTUNITIES 37
5.2.3.1 Impact of AI to improve individualized experiences 37
5.2.4 CHALLENGES 37
5.2.4.1 Lack of skilled workforce 37
5.2.4.2 Expensive integration of voice analytics solutions with predictive analytics 38
5.3 USE CASES 38
5.3.1 USE CASE: SCENARIO 1 38
5.3.2 USE CASE: SCENARIO 2 39
5.3.3 USE CASE: SCENARIO 3 40
5.4 INNOVATION SPOTLIGHT 40
5.4.1 ADVENT OF AI AND ML INTO VOICE ANALYTICS 40
5.4.2 EMERGENCE OF REAL-TIME INTO VOICE ANALYTICS 40
5.5 REGULATORY IMPLICATIONS 41
5.5.1 GENERAL DATA PROTECTION REGULATION 41
5.5.2 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT (HIPPA) 41
5.5.3 DODD-FRANK WALL STREET REFORM AND CONSUMER PROTECTION 42
5.5.4 MARKET ABUSE REGULATION 42
5.5.5 2ND REVISION OF MARKETS IN FINANCIAL INSTRUMENTS DIRECTIVE 42
5.5.6 EUROPEAN BANKING REGULATIONS 42
6 VOICE ANALYTICS MARKET, BY APPLICATION 43
6.1 INTRODUCTION 44
6.2 SENTIMENT ANALYSIS 45
6.2.1 NEED FOR REAL-TIME INSIGHTS INTO CUSTOMER INTERACTIONS TO DRIVE THE ADOPTION OF VOICE ANALYTICS SOLUTIONS FOR SENTIMENT ANALYSIS 45
6.3 SALES AND MARKETING MANAGEMENT 46
6.3.1 NEED TO ENHANCE BRAND REPUTATION TO MAINTAIN COMPETITIVE EDGE DRIVING THE ADOPTION OF VOICE ANALYTICS SOLUTIONS IN SALES AND MARKETING MANAGEMENT 46
6.4 RISK AND FRAUD DETECTION 47
6.4.1 NEED TO MITIGATE RISK AND REDUCE LOSS TO DRIVE THE ADOPTION OF VOICE ANALYTICS SOLUTIONS IN RISK AND FRAUD DETECTION 47

6.5 CALL MONITORING 47
6.5.1 NEED TO REDUCE CUSTOMER CHURN AND IMPROVE AGENT PERFORMANCE TO DRIVE THE ADOPTION OF VOICE ANALYTICS SOLUTIONS IN CALL MONITORING 47
6.6 OTHERS 48
7 VOICE ANALYTICS MARKET, BY COMPONENT 50
7.1 INTRODUCTION 51
7.2 SOLUTION 52
7.2.1 NEED FOR ANALYZING REAL-TIME CUSTOMER BEHAVIOUR TO DRIVE THE ADOPTION OF VOICE ANALYTICS SOLUTIONS 52
7.3 SERVICES 52
7.3.1 MANAGED SERVICES 54
7.3.1.1 Need for monitoring and maintaining software operations and reducing overhead costs to drive the demand for managed services 54
7.3.2 PROFESSIONAL SERVICES 55
7.3.2.1 Need for a strategic outlook exploring new avenues for improving business performance to drive the growth of professional services 55
7.3.2.1.1 Support and maintenance 55
7.3.2.1.2 Consulting services 56
8 VOICE ANALYTICS MARKET, BY DEPLOYMENT MODE 57
8.1 INTRODUCTION 58
8.2 CLOUD 59
8.2.1 GROWING IMPLEMENTATION, DATA ACCESSIBILITY, SCALABILITY, AND EASE OF USE TO DRIVE THE ADOPTION OF CLOUD-BASED VOICE ANALYTICS SOLUTIONS 59
8.3 ON-PREMISES 60
8.3.1 FLEXIBILITY TO INTEGRATE WITH A VARIETY OF THIRD-PARTY SOLUTIONS DRIVING THE ADOPTION OF ON-PREMISES VOICE ANALYTICS SOLUTIONS 60
9 VOICE ANALYTICS MARKET, BY ORGANIZATION SIZE 61
9.1 INTRODUCTION 62
9.2 SMALL AND MEDIUM-SIZED ENTERPRISES 63
9.2.1 NEED FOR VIABLE CLOUD-BASED ANALYTICS SOLUTIONS TO DRIVE THE ADOPTION OF VOICE ANALYTICS SOLUTIONS IN SMALL AND MEDIUM-SIZED ENTERPRISES 63
9.3 LARGE ENTERPRISES 64
9.3.1 INCREASING ADOPTION OF ADVANCED TECHNOLOGIES TO DRIVE THE ADOPTION OF VOICE ANALYTICS SOLUTIONS IN LARGE ENTERPRISES 64

10 VOICE ANALYTICS MARKET, BY VERTICAL 65
10.1 INTRODUCTION 66
10.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 67
10.2.1 FOCUS ON COMPLIANCE WITH REGULATIONS AND FINANCIAL STANDARDS TO INCREASE THE DEMAND FOR VOICE ANALYTICS SOLUTIONS IN BFSI 67
10.3 RETAIL AND ECOMMERCE 68
10.3.1 UNDERSTANDING CUSTOMER BEHAVIOR IN REAL-TIME TO BOOST THE ADOPTION OF VOICE ANALYTICS SOLUTIONS IN RETAIL AND ECOMMERCE 68
10.4 TELECOMMUNICATION 69
10.4.1 BENEFITS SUCH AS REDUCED CHURN RATE, IMPROVED SERVICES, AND ENHANCED CUSTOMER LOYALTY TO FUEL THE ADOPTION OF VOICE ANALYTICS SOLUTIONS IN TELECOMMUNICATION 69
10.5 HEALTHCARE 70
10.5.1 GROWING DEMAND TO ACHIEVE BETTER PATIENT EXPERIENCE AND MEET REGULATIONS TO FUEL THE ADOPTION OF VOICE ANALYTICS SOLUTIONS IN HEALTHCARE 70
10.6 GOVERNMENT AND DEFENSE 71
10.6.1 NEED TO IMPROVE RELIABILITY AND EFFICIENCY OF PROCESSES TO DRIVE THE ADOPTION OF VOICE ANALYTICS SOLUTIONS IN GOVERNMENT AND DEFENSE 71
10.7 OTHERS 71
11 VOICE ANALYTICS MARKET, BY REGION 73
11.1 INTRODUCTION 74
11.2 NORTH AMERICA 76
11.2.1 UNITED STATES 81
11.2.1.1 Need to extract maximum value from customer interactions to fuel the demand for voice analytics solutions in the US 81
11.2.2 CANADA 81
11.2.2.1 Increase in investments and research activities to drive the adoption of voice analytics solutions in Canada 81
11.3 EUROPE 82
11.3.1 UNITED KINGDOM 85
11.3.1.1 Strong infrastructure and increasing investments to drive the adoption of voice analytics solutions in the UK 85
11.3.2 GERMANY 85
11.3.2.1 Government’s focus on innovation and research to fuel the adoption of voice analytics solutions in Germany 85
11.3.3 FRANCE 86
11.3.3.1 Focus on R&D and heavy inflow of capital from global players and investors to fuel the adoption of voice analytics solutions in France 86
11.3.4 REST OF EUROPE 86

11.4 ASIA PACIFIC 87
11.4.1 CHINA 91
11.4.1.1 Increasing focus on integrating AI and deep learning technologies to drive the adoption of voice analytics solutions in China 91
11.4.2 JAPAN 91
11.4.2.1 Increasing investment in R&D by top companies to drive the adoption of voice analytics solutions in Japan 91
11.4.3 INDIA 92
11.4.3.1 Demand for superior customer experience to boost the adoption of voice analytics solutions in India 92
11.4.4 REST OF ASIA PACIFIC 92
11.5 LATIN AMERICA 93
11.5.1 BRAZIL 96
11.5.1.1 Need to diversify and offer enhanced services to drive the growth of voice analytics market in Brazil 96
11.5.2 MEXICO 96
11.5.2.1 Need to enhance customer experience and reduce costs to drive the growth of voice analytics market in Mexico 96
11.5.3 REST OF LATIN AMERICA 96
11.6 MIDDLE EAST AND AFRICA 97
11.6.1 MIDDLE EAST 100
11.6.1.1 Need to differentiate among competitors and improve business processes to drive the growth of voice analytics market in the Middle East region 100
11.6.2 AFRICA 100
11.6.2.1 Improving economy and favorable government policies to drive the growth of voice analytics market in the African region 100
12 COMPETITIVE LANDSCAPE 101
12.1 COMPETITIVE LEADERSHIP MAPPING 101
12.1.1 VISIONARY LEADERS 101
12.1.2 INNOVATORS 101
12.1.3 DYNAMIC DIFFERENTIATORS 101
12.1.4 EMERGING COMPANIES 101
12.2 BUSINESS STRATEGY EXCELLENCE 103
12.3 STRENGTH OF PRODUCT OFFERINGS 104
12.4 RANKING OF KEY PLAYERS IN THE VOICE ANALYTICS MARKET, 2019 104

13 COMPANY PROFILES 105
13.1 INTRODUCTION 105
(Business Overview, Products, Solutions & Software, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
13.2 VERINT SYSTEMS 105
13.3 NICE 110
13.4 AVAYA 113
13.5 THOUGHTSPOT 117
13.6 UNIPHORE 119
13.7 CALABRIO 121
13.8 TALKDESK 123
13.9 RANKMINER 125
13.10 VOICEBASE 126
13.11 BEYOND VERBAL 128
13.12 VOICESENSE 130
13.13 SESTEK 130
13.14 XDROID 131
13.15 INVOCA 131
13.16 AUDEERING 132
*Details on Business Overview, Products, Solutions& Software, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.
14 APPENDIX 133
14.1 INDUSTRY EXPERTS 133
14.2 DISCUSSION GUIDE 134
14.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 138
14.4 AVAILABLE CUSTOMIZATIONS 140
14.5 RELATED REPORTS 140
14.6 AUTHOR DETAILS 141

 

LIST OF TABLES

TABLE 1 EVALUATION CRITERIA 26
TABLE 2 VOICE ANALYTICS MARKET SIZE AND GROWTH RATE,
2017–2024 (USD MILLION, Y-O-Y %) 29
TABLE 3 VOICE ANALYTICS MARKET SIZE, BY APPLICATION, 2017-2024 (USD MILLION) 44
TABLE 4 SENTIMENT ANALYSIS: VOICE ANALYTICS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 45
TABLE 5 SALES AND MARKETING MANAGEMENT: VOICE ANALYTICS MARKET SIZE,
BY REGION, 2017–2024 (USD MILLION) 46
TABLE 6 RISK AND FRAUD DETECTION: VOICE ANALYTICS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 47
TABLE 7 CALL MONITORING: VOICE ANALYTICS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 48
TABLE 8 OTHERS: VOICE ANALYTICS MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 49
TABLE 9 VOICE ANALYTICS MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION) 51
TABLE 10 SOLUTION: VOICE ANALYTICS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 52
TABLE 11 SERVICES: VOICE ANALYTICS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 53
TABLE 12 SERVICES: VOICE ANALYTICS MARKET SIZE, BY TYPE, 2017–2024 (USD MILLION) 53
TABLE 13 MANAGED SERVICES: VOICE ANALYTICS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 54
TABLE 14 PROFESSIONAL SERVICES: VOICE ANALYTICS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 55
TABLE 15 VOICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE,
2017–2024 (USD MILLION) 58
TABLE 16 CLOUD: VOICE ANALYTICS MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 59
TABLE 17 ON-PREMISES: VOICE ANALYTICS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 60
TABLE 18 VOICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2017–2024 (USD MILLION) 62
TABLE 19 SMALL AND MEDIUM-SIZED ENTERPRISES: VOICE ANALYTICS MARKET SIZE,
BY REGION, 2017–2024 (USD MILLION) 63
TABLE 20 LARGE ENTERPRISES: VOICE ANALYTICS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 64
TABLE 21 VOICE ANALYTICS MARKET SIZE, BY VERTICAL, 2017-2024 (USD MILLION) 66
TABLE 22 BFSI: VOICE ANALYTICS MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 67
TABLE 23 RETAIL AND ECOMMERCE: VOICE ANALYTICS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 68
TABLE 24 TELECOMMUNICATION: VOICE ANALYTICS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 69
TABLE 25 HEALTHCARE: VOICE ANALYTICS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 70
TABLE 26 GOVERNMENT AND DEFENSE: VOICE ANALYTICS MARKET SIZE,
BY REGION, 2017–2024 (USD MILLION) 71
TABLE 27 OTHERS: VOICE ANALYTICS MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 72
TABLE 28 VOICE ANALYTICS MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 76
TABLE 29 NORTH AMERICA: VOICE ANALYTICS MARKET SIZE, BY COMPONENT,
2017–2024 (USD MILLION) 78
TABLE 30 NORTH AMERICA: VOICE ANALYTICS MARKET SIZE, BY SERVICE,
2017–2024 (USD MILLION) 78
TABLE 31 NORTH AMERICA: VOICE ANALYTICS MARKET SIZE, BY APPLICATION,
2017–2024 (USD MILLION) 79
TABLE 32 NORTH AMERICA: VOICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2017–2024 (USD MILLION) 79
TABLE 33 NORTH AMERICA: VOICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2017–2024 (USD MILLION) 80
TABLE 34 NORTH AMERICA: VOICE ANALYTICS MARKET SIZE, BY VERTICAL,
2017–2024 (USD MILLION) 80
TABLE 35 NORTH AMERICA: VOICE ANALYTICS MARKET SIZE, BY COUNTRY,
2017–2024 (USD MILLION) 80
TABLE 36 EUROPE: VOICE ANALYTICS MARKET SIZE, BY COMPONENT,
2017–2024 (USD MILLION) 82
TABLE 37 EUROPE: VOICE ANALYTICS MARKET SIZE, BY SERVICE,
2017–2024 (USD MILLION) 83
TABLE 38 EUROPE: VOICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE,
2017–2024 (USD MILLION) 83
TABLE 39 EUROPE: VOICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2017–2024 (USD MILLION) 83
TABLE 40 EUROPE: VOICE ANALYTICS MARKET SIZE, BY APPLICATION,
2017–2024 (USD MILLION) 84
TABLE 41 EUROPE: VOICE ANALYTICS MARKET SIZE, BY VERTICAL,
2017–2024 (USD MILLION) 84
TABLE 42 EUROPE: VOICE ANALYTICS MARKET SIZE, BY COUNTRY,
2017–2024 (USD MILLION) 85
TABLE 43 ASIA PACIFIC: VOICE ANALYTICS MARKET SIZE, BY COMPONENT,
2017–2024 (USD MILLION) 88
TABLE 44 ASIA PACIFIC: VOICE ANALYTICS MARKET SIZE, BY SERVICE,
2017–2024 (USD MILLION) 88
TABLE 45 ASIA PACIFIC: VOICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE,
2017–2024 (USD MILLION) 89
TABLE 46 ASIA PACIFIC: VOICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2017–2024 (USD MILLION) 89
TABLE 47 ASIA PACIFIC: VOICE ANALYTICS MARKET SIZE, BY APPLICATION,
2017–2024 (USD MILLION) 90
TABLE 48 ASIA PACIFIC: VOICE ANALYTICS MARKET SIZE, BY VERTICAL,
2017–2024 (USD MILLION) 90
TABLE 49 ASIA PACIFIC: VOICE ANALYTICS MARKET SIZE, BY COUNTRY,
2017–2024 (USD MILLION) 91
TABLE 50 LATIN AMERICA: VOICE ANALYTICS MARKET SIZE, BY COMPONENT,
2017–2024 (USD MILLION) 93
TABLE 51 LATIN AMERICA: VOICE ANALYTICS MARKET SIZE, BY SERVICE,
2017–2024 (USD MILLION) 94
TABLE 52 LATIN AMERICA: VOICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE,
2017–2024 (USD MILLION) 94
TABLE 53 LATIN AMERICA: VOICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2017–2024 (USD MILLION) 94
TABLE 54 LATIN AMERICA: VOICE ANALYTICS MARKET SIZE, BY APPLICATION,
2017–2024 (USD MILLION) 95
TABLE 55 LATIN AMERICA: VOICE ANALYTICS MARKET SIZE, BY VERTICAL,
2017–2024 (USD MILLION) 95
TABLE 56 LATIN AMERICA: VOICE ANALYTICS MARKET SIZE, BY COUNTRY,
2017–2024 (USD MILLION) 96
TABLE 57 MIDDLE EAST AND AFRICA: VOICE ANALYTICS MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION) 97
TABLE 58 MIDDLE EAST AND AFRICA: VOICE ANALYTICS MARKET SIZE, BY SERVICE,
2017–2024 (USD MILLION) 98
TABLE 59 MIDDLE EAST AND AFRICA: VOICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2017–2024 (USD MILLION) 98
TABLE 60 MIDDLE EAST AND AFRICA: VOICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION) 98
TABLE 61 MIDDLE EAST AND AFRICA: VOICE ANALYTICS MARKET SIZE, BY APPLICATION, 2017–2024 (USD MILLION) 99
TABLE 62 MIDDLE EAST AND AFRICA: VOICE ANALYTICS MARKET SIZE, BY VERTICAL,
2017–2024 (USD MILLION) 99
TABLE 63 MIDDLE EAST AND AFRICA: VOICE ANALYTICS MARKET SIZE, BY COUNTRY,
2017–2024 (USD MILLION) 100

 

LIST OF FIGURES

FIGURE 1 GLOBAL VOICE ANALYTICS MARKET: RESEARCH DESIGN 20
FIGURE 2 VOICE ANALYTICS MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 24
FIGURE 3 FACTOR ANALYSIS 25
FIGURE 4 VOICE ANALYTICS MARKET OVERVIEW 30
FIGURE 5 VOICE ANALYTICS MARKET TO WITNESS HIGH GROWTH
DURING THE FORECAST PERIOD 31
FIGURE 6 VOICE ANALYTICS MARKET, BY COMPONENT (2019 VS. 2024) 32
FIGURE 7 VOICE ANALYTICS MARKET, BY DEPLOYMENT MODEL (2019–2024) 32
FIGURE 8 GROWING NEED TO ENHANCE CUSTOMER EXPERIENCE
TO DRIVE THE VOICE ANALYTICS MARKET 33
FIGURE 9 VOICE ANALYTICS MARKET, BY APPLICATION (2019–2024) 33
FIGURE 10 VOICE ANALYTICS MARKET, BY ORGANIZATION SIZE (2019 VS.2024) 34
FIGURE 11 NORTH AMERICA TO ACCOUNT FOR THE HIGHEST MARKET SHARE IN 2019 34
FIGURE 12 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES:
VOICE ANALYTICS MARKET 35
FIGURE 13 SENTIMENT ANALYSIS TO WITNESS THE HIGHEST CAGR DURING
THE FORECAST PERIOD 44
FIGURE 14 SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING
THE FORECAST PERIOD 51
FIGURE 15 MANAGED SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING
THE FORECAST PERIOD 53
FIGURE 16 CLOUD DEPLOYMENT MODE TO GROW AT A HIGHER CAGR DURING
 THE FORECAST PERIOD 58
FIGURE 17 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO GROW AT A HIGHER
CAGR DURING THE FORECAST PERIOD 62
FIGURE 18 RETAIL AND ECOMMERCE VERTICAL TO WITNESS THE HIGHEST CAGR DURING
THE FORECAST PERIOD 66
FIGURE 19 NORTH AMERICA TO HOLD THE LARGEST MARKET SIZE DURING
THE FORECAST PERIOD 74
FIGURE 20 JAPAN TO HOLD THE HIGHEST CAGR DURING THE FORECAST PERIOD 75
FIGURE 21 ASIA PACIFIC TO HOLD THE HIGHEST CAGR DURING THE FORECAST PERIOD 75
FIGURE 22 NORTH AMERICA: MARKET SNAPSHOT 77
FIGURE 23 HEALTHCARE TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD IN NORTH AMERICA 78
FIGURE 24 HEALTHCARE VERTICAL TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD IN EUROPE 82
FIGURE 25 ASIA PACIFIC: MARKET SNAPSHOT 87
FIGURE 26 RETAIL AND ECOMMERCE VERTICAL TO GROW AT THE HIGHEST CAGR DURING
THE FORECAST PERIOD IN ASIA PACIFIC 88
FIGURE 27 HEALTHCARE VERTICAL TO GROW AT THE HIGHEST CAGR DURING
THE FORECAST PERIOD IN LATIN AMERICA 93
FIGURE 28 RETAIL AND ECOMMERCE VERTICAL TO GROW AT THE HIGHEST CAGR DURING
THE FORECAST PERIOD IN MIDDLE EAST AND AFRICA 97
FIGURE 29 VOICE ANALYTICS MARKET (GLOBAL) COMPETITIVE LEADERSHIP MAPPING, 2019 102
FIGURE 30 VERINT SYSTEMS: COMPANY SNAPSHOT 106
FIGURE 31 VERINT SYSTEMS: SWOT ANALYSIS 108
FIGURE 32 NICE: COMPANY SNAPSHOT 110
FIGURE 33 NICE: SWOT ANALYSIS 112
FIGURE 34 AVAYA: COMPANY SNAPSHOT 113
FIGURE 35 AVAYA: SWOT ANALYSIS 115
FIGURE 36 THOUGHTSPOT: SWOT ANALYSIS 118
FIGURE 37 UNIPHORE: SWOT ANALYSIS 120
 

 

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