Global Speech Analytics Research: Destination 2020 – Conversational Service Automation
Report Highlights
- 58% of respondents believe ‘discovering caller intent’ is the next step in maximizing investment from Conversational AI
- 35% of the firms are interested in automating post-call summarization and disposition
Path towards Conversational Service Automation is being explored across industry verticals
Speech Analytics Market Research Speech analytics is a process of analyzing recorded calls for gathering customer information with an objective to improve communication and future interaction with customers.
The process is largely used by customer contact centers for extracting information suppressed in client interactions with the enterprise.
According to Market Research Future Analysis, Global Speech Analytics Market has been valued at US $ ~1.75 billion by the end of forecast period with CAGR of ~23% during forecast period 2016 to 2022.Market Research Future (MRFR) recognizes the following companies as the key players in the Global Speech Analytics Market: Verint Systems, Inc. (U.S.), Genesys Telecommunication Laboratories, Inc. (U.S.), Callminer, Inc. (U.S.), NICE Systems Ltd.( Israel), Avaya, Inc.( U.S.), HP Enterprise(U.S.), Calabrio, Inc.(US), Calabridge, Inc.(US), Aspect Software Inc.( U.S.), and Castel communications, LLC (U.S.) among others.
Commenting on the report, an analyst from Market Research Future (MRFR)’s team said: The demand for speech analytics is derived by increasing competition among organizations, need for customer relationship management (CRM), increasing number of contact centers, and growing importance of customer feedback.
The need to improve organization market intelligence capabilities and growing prominence of voice across multi-channel is expected to positively impact on speech analytics market growth.
The factors which can act as a challenge for market growth are rise in costs and lack of awareness.
Speech Analytics Market ResearchSpeech analytics is a process of analyzing recorded calls for gathering customer information with an objective to improve communication and future interaction with customers.
The process is largely used by customer contact centers for extracting information suppressed in client interactions with the enterprise.
Speech analytics in contact centers is used to mine recorded interactions with customer to surface the intelligence essential for building effective cost control and customer service strategies.According to Market Research Future Analysis, Global Speech Analytics Market has been valued at US $ ~1.75 billion by the end of forecast period with CAGR of ~23% during forecast period 2016 to 2022.Market Research Future (MRFR) recognizes the following companies as the key players in the Global Speech Analytics Market: Verint Systems, Inc. (U.S.), Genesys Telecommunication Laboratories, Inc. (U.S.), Callminer, Inc. (U.S.), NICE Systems Ltd.( Israel), Avaya, Inc.( U.S.), HP Enterprise(U.S.), Calabrio, Inc.(US), Calabridge, Inc.(US), Aspect Software Inc.( U.S.), and Castel communications, LLC (U.S.) among others.Commenting on the report, an analyst from Market Research Future (MRFR)’s team said:The demand for speech analytics is derived by increasing competition among organizations, need for customer relationship management (CRM), increasing number of contact centers, and growing importance of customer feedback.
The need to improve organization market intelligence capabilities and growing prominence of voice across multi-channel is expected to positively impact on speech analytics market growth.
The factors which can act as a challenge for market growth are rise in costs and lack of awareness.North America is dominating the market of Speech Analytics owing to presence of a large number of solution vendors in the region.
Asia- Pacific will see a rise in the speech analytics market in the forecasted period as contact centers are using this technology to gain insights from customer interaction data.Market research Future has segmented the speech analytics into type, deployment and organization size.