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North America Speech Analytics Market by Vertical (BFSI, Telecommunication, Tourism, Logistics, Retail & Wholesale, Government), by Application (Business Process, Agent Performance, Market Intelligence, Risk & Compliance Management, Customer Experience Management) - Analysis and Forecast to 2019

  • Report Code: SP 1023
  • Publish Date: May 2015
  
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The North American speech analytics market is estimated to witness a CAGR of 21.4% during the forecast period, 2014 to 2019. Technological advancements, growing analysis of the audio and video data to derive value added business intelligence from the raw data, and the quest of the companies to have competitive edge over each other are some of the key factors driving the growth of the North American speech analytics market. In addition, the huge data which is available with the enterprises can be efficiently used to get valuable insights about the consumers’ behavior. However, sometimes the word ambiguity makes it difficult to understand the exact meaning of a particular audio or video data when used in different business segments. This makes speech analytics solutions quite time consuming, thus hampering the growth of the North American speech analytics market.

 

Most of the organizations operational in the North American speech analytics market are considered to be the tech savvy and innovative. As such these companies are more interested in the development and marketing of the speech analytics in the emerging markets of the North American region, such as the U.S. and Canada. Various factors such as, to have an insight into the customer objectives and aspirations, to know the impact of existing strategies of the companies on the overall growth, and to analyze the aspects that affect the brand image, are propelling the demand for the speech analytics solutions in the North American speech analytics market.

 

In 2014, NICE Systems Ltd. led the North American speech analytics market. In January 2013, NICE Systems acquired Verint’s HQ (Melville, New York) for $1500 million in cash and stock. This acquisition combined the two companies in the security and analytics software market. In addition, business consulting, voice of customer, and solution delivery are some other components of the speech analytics driving the North American speech analytics market.

 

Scope of the report

This research report categorizes the North American speech analytics market into the following segments and sub-segments:

 

North American speech analytics market size and forecast, by vertical

  • BFSI
  • Telecommunication
  • Logistics
  • Tourism
  • Retail and Wholesale
  • Government
  • Others

 

North American speech analytics market size and forecast, by application

  • Business Process Management
  • Agent Performance Management
  • Market Intelligence Management
  • Customer Experience Management
  • Risk and Compliance Management
  • Others

 

North American speech analytics market size and forecast, by Type

  • Solutions
  • Services

 

North American speech analytics market size and forecast, by Geography  

  • U.S
  • Canada
  • Mexico
  • Rest of North America


Table of Contents


1 Introduction (Page No. - 12)
    1.1 Objectives of the Study
    1.2 Market Segmentation & Coverage
    1.3 Stakeholders
    1.4 Assumptions


2 Research Methodology (Page No. - 15)
    2.1 Integrated Ecosystem of Speech Analytics Market
    2.2 Arriving at the Speech Analytics Market Size
           2.2.1 Bottom-Up Approach
           2.2.2 Demand Side Approach
           2.2.3 Macro Indicator Based Approach


3 Executive Summary (Page No. - 22)


4 Market Overview (Page No. - 24)
    4.1 Introduction
    4.2 North America Speech Analytics Market: Comparison With Parent Market
    4.3 Market Drivers and Inhibitors
    4.4 Key Market Dynamics
    4.5 Demand Side Analysis


5 Speech Analytics Market, By Vertical (Page No. - 31)
    5.1 Introduction
    5.2 Demand Side Analysis
    5.3 North America Speech Analytics Market in BFSI, By Geography
    5.4 North America Speech Analytics Market in Telecommunication, By Geography
    5.5 North America Speech Analytics Market in Logistics, By Geography
    5.6 North America Speech Analytics Market in Tourism, By Geography
    5.7 North America Speech Analytics Market in Government, By Geography
    5.8 North America Speech Analytics Market in Retail & Wholesale, By Geography
    5.9 Sneak View: North America Analytics Market, By Vertical


6 Speech Analytics Market, By Application (Page No. - 46)
    6.1 Introduction
    6.2 Demand Side Analysis
    6.3 North America Speech Analytics Market in Business Process Management, By Geography
    6.4 North America Speech Analytics Market in Agent Performance Management, By Geography
    6.5 North America Speech Analytics Market in Market Intelligence Management, By Geography
    6.6 North America Speech Analytics Market in Risk and Compliance Management, By Geography
    6.7 North America Speech Analytics Market in Customer Experience Management, By Geography
    6.8 Sneak View: North America Analytics Market, By Application


7 Speech Analytics Market, By Type (Page No. - 59)
    7.1 Introduction
    7.2 North America Speech Analytics Market, Type Comparison With Analytics Market
    7.3 North America Speech Analytics Solutions Market, By Geography
    7.4 North America Speech Analytics Services Market, By Geography


8 North America Speech Analytics Market, By Geography (Page No. - 64)
    8.1 U.S. Speech Analytics Market
           8.1.1 U.S. Speech Analytics Market, By Vertical
           8.1.2 U.S. Speech Analytics Market, By Application
           8.1.3 U.S. Speech Analytics Market, By Type
    8.2 Canada Speech Analytics Market
           8.2.1 Canada Speech Analytics Market, By Vertical
           8.2.2 Canada Speech Analytics Market, By Application
           8.2.3 Canada Speech Analytics Market, By Type
    8.3 Mexico Speech Analytics Market
           8.3.1 Mexico Speech Analytics Market, By Vertical
           8.3.2 Mexico Speech Analytics Market, By Application
           8.3.3 Mexico Speech Analytics Market, By Type


9 North America Speech Analytics Market: Competitive Landscape (Page No. - 83)
    9.1 North America Speech Analytics Market: Company Share Analysis
    9.2 Company Presence in Speech Analytics Market, By Type
    9.3 Mergers & Acquisitions
    9.4 Expansions
    9.5 Joint Ventures


10 North America Speech Analytics Market, By Company (Page No. - 87)
(Overview, Financials, Products & Services, Strategy, and Developments)*
     10.1 Nice Systems, Ltd.
     10.2 Verint Systems Inc.
     10.3 Callminer
     10.4 Nexidia Inc.
     10.5 Hp Autonomy
*Details on Overview, Financials, Product & Services, Strategy, and Developments Might Not be Captured in Case of Unlisted Company


11 Appendix (Page No. - 99)
     11.1 Customization Options
             11.1.1 Speech Analytics Applications
             11.1.2 Regulatory Framework
             11.1.3 Speech Analytics: Applications Data
             11.1.4 Impact Analysis
             11.1.5 Speech Analytics Vertical Analysis
             11.1.6 Historical Data and Trends
     11.2 Related Reports
     11.3 Introducing RT: Real Time Market Intelligence
             11.3.1 RT Snapshots


List of Tables (56 Tables)


Table 1 North America Speech Analytics Application Market, 2014 (USD Million)
Table 2 North America Speech Analytics Market: Macro Indicators, By Geography, 2014 (USD) Million
Table 3 North America Speech Analytics Market: Comparison With Parent Market, 2013 – 2019 (USD MN)
Table 4 North America Speech Analytics Market:Drivers and Inhibitors
Table 5 North America Speech Analytics Market, By Vertical,  2013 - 2019 (USD MN)
Table 6 North America Speech Analytics Market, By Application, 2013 - 2019 (USD MN)
Table 7 North America Speech Analytics Market, By Type, 2013 - 2019 (USD MN)
Table 8 North America Speech Analytics Market: Comparison With Vertical Market, 2013 - 2019 (USD MN)
Table 9 North America Speech Analytics Market, By Vertical,  2013-2019 (USD MN)
Table 10 BFSI
Table 11 Telecommunication
Table 12 Logistics
Table 13 Tourism
Table 14 Government
Table 15 Retail & Wholesale
Table 16 North America Speech Analytics in BFSI, By Geography, 2013-2019 (USD MN)
Table 17 North America Speech Analytics Market in Telecommunication, By Geography, 2013-2019 (USD MN)
Table 18 North America Speech Analytics Market in Logistics, By Geography, 2013-2019 (USD MN)
Table 19 North America Speech Analytics Market in Tourism, By Geography, 2013-2019 (USD MN)
Table 20 North America Speech Analytics Market in Government, By Geography, 2013-2019 (USD MN)
Table 21 North America Speech Analytics Market in Retail & Wholesale, By Geography, 2013-2019 (USD MN)
Table 22 North America Speech Analytics Market, By Application, 2013-2019 (USD MN)
Table 23 Business Process Management
Table 24 Agent Performance Management
Table 25 Market Intelligence Management
Table 26 Customer Experience Management
Table 27 Risk and Compliance Management
Table 28 North America Speech Analytics in Business Processs Management, By Geography, 2013-2019 (USD MN)
Table 29 North America Speech Analytics Market in Agent Performance Management, By Geography, 2013-2019 (USD MN)
Table 30 North America Speech Analytics Market in Market Intelligence Management, By Geography, 2013-2019 (USD MN)
Table 31 North America Speech Analytics Market in Risk and Compliance Management, By Geography, 2013-2019 (USD MN)
Table 32 North America Speech Analytics Market in Customer Experience Management, By Geography, 2013-2019 (USD MN)
Table 33 North America Speech Analytics Market, By Type, 2013-2019 (USD MN)
Table 34 North America Speech Analytics Market: Type Comparison With Parent Market, 2013–2019 (USD MN)
Table 35 North America Speech Analytics Solutions Market, By Geography, 2013–2019 (USD MN)
Table 36 North America Speech Analytics Services Market, By Geography, 2013-2019 (USD MN)
Table 37 North America Speech Analytics, By Geography, 2013-2019 (USD MN)
Table 38 U.S. Speech Analytics Market, By Vertical, 2013-2019 (USD MN)
Table 39 U.S. Speech Analytics Market, By Application, 2013-2019 (USD MN)
Table 40 U.S. Speech Analytics Market, By Type, 2013-2019 (USD MN)
Table 41 Canada Speech Analytics Market, By Vertical, 2013-2019 (USD MN)
Table 42 Canada Speech Analytics Market, By Application, 2013-2019 (USD MN)
Table 43 Canada Speech Analytics Market, By Type, 2013-2019 (USD MN)
Table 44 Mexico Speech Analytics Market, By Vertical, 2013-2019 (USD MN)
Table 45 Mexico Speech Analytics Market, By Application, 2013-2019 (USD MN)
Table 46 Mexico Speech Analytics Market, By Type, 2013-2019 (USD MN)
Table 47 North America Speech Analytics Market: Company Share Analysis, 2013 (%)
Table 48 North America Speech Analytics Market: Mergers & Acquisitions
Table 49 North America Speech Analytics Market: Expansions
Table 50 North America Speech Analytics Market: Joint Ventures
Table 51 Nice Systems, Ltd.: Key Financials, 2009-2013 (USD MN)
Table 52 Nice Systems, Ltd.: Business Revenue Mix, 2010-2014 (USD MN)
Table 53 Nice Systems, Ltd.: Geographic Revenue Mix, 2010-2014 (USD MN)
Table 54 Verint Systems Inc., Key Financials, 2009-2013 (USD MN)
Table 55 Verint Systems Inc.: Business Revenue Mix, 2010-2014 (USD MN)
Table 56 Verint Systems Inc.: Geographic Revenue Mix, 2010-2014 (USD MN)


List of Figures (72 Figures)


Figure 1 North America Speech Analytics Market: Segmentation & Coverage
Figure 2 Speech Analytics Market: Integrated Ecosystem
Figure 3 Research Methodology
Figure 4 Bottom-Up Approach
Figure 5 Demand Side Approach
Figure 6 Macro Indicators
Figure 7 North America Speech Analytics Market Snapshot
Figure 8 Speech Analytics Market: Growth Aspects
Figure 9 North America Speech Analytics Market, By Vertical, 2014 vs 2019
Figure 10 North America Speech Analytics Market, By Application, 2014 vs 2019
Figure 11 North America Speech Analytics Market Types, By Geography, 2014 (USD MN)
Figure 12 North America Speech Analytics Market: Comparison With Verticals, 2013-2019 (USD MN)
Figure 13 Speech Analytics: Vertical Market Scenario
Figure 14 North America Speech Analytics Market, By Vertical, 2014 & 2019 (USD MN)
Figure 15 BFSI
Figure 16 Telecommunication
Figure 17 Logistics
Figure 18 Tourism
Figure 19 Government
Figure 20 Retail & Wholesale
Figure 21 North America Speech Analytics Market in BFSI, By Geography, 2013-2019 (USD MN)
Figure 22 North America Speech Analytics Market in Telecommunication, By Geography, 2013-2019 (USD MN)
Figure 23 Figure 17 North America Speech Analytics Market in Logistics, By Geography, 2013-2019 (USD MN)
Figure 24 North America Speech Analytics Market in Tourism, By Geography, 2013-2019 (USD MN)
Figure 25 North America Speech Analytics Market in Government, By Geography, 2013-2019 (USD MN)
Figure 26 North America Speech Analytics Market in Retail & Wholesale, By Geography, 2013-2019 (USD MN)
Figure 27 Sneak View: North America Analytics Market, By Vertical
Figure 28 Speech Analytics: Application Market Scenario
Figure 29 North America Speech Analytics Market, By Application, 2014-2019 (USD MN)
Figure 30 Business Process Management
Figure 31 Agent Performance Management
Figure 32 Market Intelligence Management
Figure 33 Customer Experience Management
Figure 34 Risk and Compliance Management
Figure 35 North America Speech Analytics Market in Business Process Management, By Geography, 2013-2019 (USD MN)
Figure 36 North America Speech Analytics Market in Agent Performance Management, By Geography, 2013-2019 (USD MN)
Figure 37 North America Speech Analytics Market in Market Intelligence Management, By Geography, 2013-2019 (USD MN)
Figure 38 North America Speech Analytics Market in Risk and Compliance Management, By Geography, 2013-2019 (USD MN)
Figure 39 North America Speech Analytics Market in Customer Experience Management, By Geography, 2013-2019 (USD MN)
Figure 40 Sneak View: North America Analytics Market
Figure 41 North America Speech Analytics Market, By Type, 2014-2019 (USD MN)
Figure 42 North America Speech Analytics Market: Type Comparison With Analytics Market, 2013–2019 (USD MN)
Figure 43 North America Speech Analytics Solution Market, By Geography, 2013–2019 (USD MN)
Figure 44 North America Services Market, By Geography, 2013-2019 (USD MN)
Figure 45 North America Speech Analytics Market: Growth Analysis, By Geography, 2013-2019 (USD MN)
Figure 46 U.S. Speech Analytics Market Overview, 2014 & 2019 (%)
Figure 47 U.S. Speech Analytics, By Vertical, 2013-2019 (USD MN)
Figure 48 U.S. Speech Analytics Market: Vertical Snapshot
Figure 49 U.S. Speech Analytics, By Application, 2013-2019 (USD MN)
Figure 50 U.S. Speech Analytics Market: Application Snapshot
Figure 51 U.S. Speech Analytics Market, By Type, 2013-2019 (USD MN)
Figure 52 U.S. Speech Analytics Market Share, By Type, 2014-2019 (%)
Figure 53 Canada Speech Analytics Market Overview, 2014 & 2019 (%)
Figure 54 Canada Speech Analytics Market, By Vertical, 2013-2019 (USD MN)
Figure 55 Canada Speech Analytics Market: Vertical Snapshot
Figure 56 Canada Speech Analytics Market, By Application, 2013-2019 (USD MN)
Figure 57 Canada Speech Analytics Market: Application Snapshot
Figure 58 Canada Speech Analytics Market, By Type, 2013-2019 (USD MN)
Figure 59 Canada Speech Analytics Market Share, By Type, 2014-2019 (%)
Figure 60 Mexico Speech Analytics Market Overview, 2014 & 2019 (%)
Figure 61 Mexico Speech Analytics Market, By Vertical, 2013-2019 (USD MN)
Figure 62 Mexico Speech Analytics Market: Vertical Snapshot
Figure 63 Mexico Speech Analytics Market, By Application, 2013-2019 (USD MN)
Figure 64 Mexico Speech Analytics Market: Application Snapshot
Figure 65 Mexico Speech Analytics Market, By Type, 2013-2019 (USD MN)
Figure 66 Mexico Speech Analytics Market: Type Snapshot
Figure 67 North America Speech Analytics Market: Company Share Analysis, 2013 (%)
Figure 68 Speech Analytics: Company Product Coverage, By Type, 2014
Figure 69 Nice Systems Lts, Business and Geographic Revenue Mix, 2014
Figure 70 Nice Systems, Ltd.: Net Profit, 2009–2013
Figure 71 Verint Systems Inc, Business and Geographic Revenue Mix, 2014
Figure 72 Verint Systems Inc., Net Profit, 2009–2013

The North American speech analytics market is segmented and forecast on the basis of application as business process management, agent performance management, market intelligence management, customer experience management, risk and compliance management, and others. However, the business process management based application segment of the North American speech analytics market is expected to witness a CAGR of 17.6% during the forecast period, 2014 to 2019.  The is due to increased technological advancements in the operational processes of the enterprises along with the growing need for analyzing unattended raw audio and video data to have an in-depth insight into customer objectives and aspirations.

 

 The North American speech analytics market is also segmented and forecast on the basis of type as solutions and services. The services segment of the North American speech analytics market is expected to witness the highest CAGR of 27.1% during the forecast period. The North American speech analytics market is estimated to witness a CAGR of 21.4% between 2014 and 2019.

 

A number of factors including technological advancements, growing number of call centers, raw data analysis for extracting value added business intelligence solutions, emergence of multilingual speech analytics to break the language barrier, unexplored raw data in the customer contact centers, and rise in the cases of financial frauds are driving the growth of the North American speech analytics market.

 

On the basis of geography, the North American speech analytics market is classified into the U.S., Canada, Mexico, and others. In 2014, the North American speech analytics market was dominated by the U.S. which accounted for a market share of 71.4%. A number of factors, such as widespread usage of the applications supporting the speech analytics software, extensive use of the speech analytics in processing raw data, tech savvy and innovative organizations, and the quest of the companies to have a competitive edge over each other are the factors driving the growth of the North American speech analytics market.

 

New product launches and product approvals are the key strategies adopted by the leading market players to strengthen their position in the North American speech analytics market. Moreover, strategies such as, partnerships, agreements, collaborations, joint ventures, and acquisitions are also adopted by a significant number of the market players to strengthen their product portfolios and to expand their geographic presence.

 

NICE Systems Ltd. (Israel), Verint Systems Inc. (U.S), and Nexidia (U.S), are the key players operating in the North American speech analytics market. 

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