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Voice and Speech Analytics Market size is set to grow by USD 2.56 billion from 2023-2027, Growth in emotion analytics to boost the market growth, Technavio

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NEW YORK, July 10, 2024 /PRNewswire/ — The global voice and speech analytics market is experiencing robust growth, driven primarily by increasing adoption of emotion analytics and AI integration. According to Technavio, the market is projected to grow by USD 2.56 billion from 2023 to 2027, at a CAGR of 16.35%. Emotion analytics is a key driver, enhancing customer experience and operational efficiency. However, challenges such as accuracy issues persist. Major players include Avaya Inc., Calabrio Inc., CallMiner Inc., NICE Ltd., and Verint Systems Inc., among others.

Get a detailed analysis on regions, market segments, customer landscape, and companies – Click for the snapshot of this report

Forecast period

2023-2027

Base Year

2022

Historic Data

2017 – 2021

Segment Covered

End-user (Large enterprise, Small, and medium enterprise), Component (Solution and Services), and Geography (North America, Europe, APAC, South America, and Middle East and Africa)

Region Covered

North America, Europe, APAC, South America, and Middle East and Africa

Key companies profiled

Avaya Inc., Calabrio Inc., CallMiner Inc., Castel Communications LLC, Dialpad Inc., Enghouse Systems Ltd., Invoca Inc., Liveperson Inc., Marchex Inc, NICE Ltd., Qualtrics LLC, Sabio Ltd. Co., Talkdesk Inc., ThoughtSpot Inc., Uniphore Technologies Inc., Verint Systems Inc., Voci Technologies Inc., VoiceSense Ltd, audEERING GmbH, and Genesys Telecommunications Laboratories Inc.

Key Market Trends Fueling Growth

The voice and speech analytics market is witnessing a significant trend with the integration of Artificial Intelligence (AI). This integration enhances the efficiency of voice and speech data categorization using machine learning. With the increasing volume and variety of unstructured voice and speech data, AI-based analysis becomes essential. AI enables automatic and efficient analysis of words, acoustics, and sentiments, revealing hidden opinions and emotions. Conventional solutions struggle with real-time analysis of minute conversation details. AI-integrated platforms optimize pattern recognition, providing proactive and real-time insights, particularly in customer management. This trend is positively impacting the global voice and speech analytics market. 

The Voice and Speech Analytics market is thriving with trends like Speech recognition, Machine Learning, and Natural Language Processing (NLP) leading the way. These technologies enable the extraction of valuable insights from Vocal words and Text records. Analytical tools use Patterns and Keywords to understand Customer sentiment, likings, and needs. Speech technology is transforming Contact centers, improving Agent productivity, and enhancing the Positive consumer experience. Speech analytical solutions aid Call center-based companies in addressing Low satisfaction rates, Non-compliance, and Staff quality assurance. Flexible and Scalable AI/ML-driven systems collect and analyze Voice records to provide actionable insights for Account Recovery, Agent improvement, and Customer support processes. Businesses leverage these intelligent systems to address Customer concerns, Requests, and Sentiments, saving Time and Money. 

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Market Challenges

The voice and speech analytics market faces a significant challenge in delivering accurate and comprehensive analysis due to the intricate nature of voice and speech data. Humans use voice and speech to convey emotions and behaviors, making them complex subjects for software solutions to understand. Voice and speech are contextual and subjective, leading to potential inaccuracies and biases in the analysis provided by voice and speech analytics solutions. These solutions can only analyze a limited range of universally recognized voice and speech patterns, relying on assumptions and data extrapolation for the remainder. As a result, the market may experience hindered growth due to the uncertainty and potential inaccuracies of the insights generated by voice and speech analytics solutions.The Voice and Speech Analytics market is growing rapidly, offering valuable insights from customer interactions for businesses. However, challenges persist. Data security is a major concern, with personal data and sensitive information at risk during collection and file sharing. Cost of solutions can be high, making it difficult for some contact center professionals to adopt. Deployment analysis reveals cloud-based solutions are preferred due to lower IT infrastructure costs, but on-premise solutions offer greater control. LiveVox survey reveals price, internal resources, and compliance monitoring as key factors in decision-making. Deep analytics provide customer preferences, competitor insights, and compliance monitoring, but risk management and agent performance monitoring are also crucial. Startek highlights the need for a holistic approach, considering call drivers and root reasons, enterprise type analysis, and customer experience management. SMEs prioritize customer service, digital customer experience, efficiency, and sensitive data protection. Training is essential to maximize the benefits of voice and speech analytics.

For more insights on driver and challenges – Download a Sample Report

Segment Overview 

This voice and speech analytics market report extensively covers market segmentation by

End-user 1.1 Large enterprise1.2 Small1.3 medium enterpriseComponent 2.1 Solution2.2 ServicesGeography 3.1 North America3.2 Europe3.3 APAC3.4 South America3.5 Middle East and Africa

1.1 Large enterprise-  The voice and speech analytics market in the large enterprise segment is growing due to the need for automated quality assurance processes and increased compliance with regulations. With numerous departments and expanding workforces in large organizations, advanced voice and speech analytics solutions are in high demand. These solutions enable the identification and categorization of customers through analysis of transcript data, providing insights for strategic decision-making. Handling a large volume of data from various channels such as chats, voice mails, voice calls, and voice messages necessitates comprehensive analysis. Voice and speech analytics solutions can analyze communication data across platforms, offering valuable insights. Additionally, these solutions provide services like mapping the customer journey on an individual level, monitoring interaction frequency and subject matter, and offering personalized services, enhancing customer satisfaction and loyalty. Large enterprises benefit from automating and enhancing existing processes through voice and speech analytics, making it a key driver for adoption in this segment and the market as a whole during the forecast period.

For more information on market segmentation with geographical analysis including forecast (2023-2027) and historic data (2017 – 2021)  – Download a Sample Report

Research Analysis

Voice and speech analytics is a technology that uses speech recognition, machine learning, and natural language processing to extract valuable insights from vocal words and text-based customer interactions. This analytical tool identifies patterns, keywords, and key phrases from voice records to understand customer sentiment, likes, needs, and preferences. It is particularly useful for contact centers, improving agent productivity, customer satisfaction, and performance. Speech technology enables call center-based companies to collect and analyze data at scale, providing flexibility and scalability to meet business demands. Speech analytical solutions help businesses improve their customer support processes, reduce low satisfaction rates, and provide timely remediations. Additionally, speech analytics can assist in staff quality assurance, account recovery, non-compliance, and other areas, ultimately leading to a positive consumer experience and cost savings.

Market Research Overview

Voice and speech analytics is a technology that uses speech recognition, machine learning, and natural language processing to extract valuable insights from vocal words in voice records. This unstructured data is transformed into text for analysis using analytical tools. Key patterns, keywords, customer sentiment, likings, and needs are identified to improve customer experience, agent productivity, and performance. Speech technology is increasingly being adopted by call center-based companies to enhance the positive consumer experience, reduce low satisfaction rates, and address customer concerns and requests in real time. Speech analytical solutions offer predictive insights, root causes of issues, and remediations to businesses, helping them optimize customer support processes and sales effectiveness. AI/ML algorithms analyze unstructured data, including agent’s soft-skill behaviors, to identify trends, customer churn, and competitor insights. Deployment options include cloud-based solutions and on-premise, with considerations for privacy concerns, data security, cost of solutions, and IT infrastructure. Deep analytics provides valuable insights into customer preferences, compliance monitoring, and agent performance monitoring.

Table of Contents:

1 Executive Summary
2 Market Landscape
3 Market Sizing
4 Historic Market Size
5 Five Forces Analysis
6 Market Segmentation

End-userLarge EnterpriseSmallMedium EnterpriseComponentSolutionServicesGeographyNorth AmericaEuropeAPACSouth AmericaMiddle East And Africa

7 Customer Landscape
8 Geographic Landscape
9 Drivers, Challenges, and Trends
10 Company Landscape
11 Company Analysis
12 Appendix

About Technavio

Technavio is a leading global technology research and advisory company. Their research and analysis focuses on emerging market trends and provides actionable insights to help businesses identify market opportunities and develop effective strategies to optimize their market positions.

With over 500 specialized analysts, Technavio’s report library consists of more than 17,000 reports and counting, covering 800 technologies, spanning across 50 countries. Their client base consists of enterprises of all sizes, including more than 100 Fortune 500 companies. This growing client base relies on Technavio’s comprehensive coverage, extensive research, and actionable market insights to identify opportunities in existing and potential markets and assess their competitive positions within changing market scenarios.

Contacts

Technavio Research
Jesse Maida
Media & Marketing Executive
US: +1 844 364 1100
UK: +44 203 893 3200
Email: media@technavio.com
Website: www.technavio.com/

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SOURCE Technavio

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KM Malta Airlines, the Maltese Islands’ New National Carrier, Implements CellPoint Digital’s Payment Orchestration Solution

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6 mins ago

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September 23, 2024

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The partnership will enable KM Malta Airlines to provide passengers with a seamless payment experience and access to their preferred payment methods.

LONDON, Sept. 23, 2024 /CNW/ — CellPoint Digital, a global pioneer in Payment Orchestration, is proud to announce it has partnered with KM Malta Airlines to support the airline’s payment processes across multiple sales channels, including on its website and App, allowing passengers in future to pay with key alternative payment methods (APMs) like Apple Pay.

From the start of operations on March 31, 2024, CellPoint Digital was entrusted to support KM Malta Airlines’ payment processes across. Using CellPoint Digital’s Payment Orchestration platform, KM Malta Airlines launched the service with optimised payment processes, a cost-effective payment strategy, and a customer-centric payment model. This partnership reflects the airline’s commitment to providing its passengers with a seamless, convenient payment experience and the airline’s recognition of CellPoint Digital as a valued payment solution provider.

Through its partnership with CellPoint Digital, KM Malta Airlines gains access to a network of acquirer connections, including its newly introduced partner, Shift4 (formerly Finaro), to support its growth strategy. This allows the airline to optimise transaction routing, reduce payment costs, and settle in its preferred currency.

“It’s not often that we get to be present at the inception of one of Europe’s next great airlines, but that’s the opportunity we have with this partnership,” said Kristian Gjerding, CEO of CellPoint Digital. “By prioritising its payment strategy as a cornerstone of its launch strategy, KM Malta Airlines demonstrates that it cares about providing passengers with the best possible booking experience and setting itself up for future success.”

Roy Kinnear, CCO of KM Malta Airlines, stated, “A highly optimised, cost-efficient payment strategy is important to the success of our airline. That’s why we partnered with experts in aviation payments to deliver a comprehensive platform tailored to our passengers’ needs and allowing us to expand our offering of customer choice payment mechanisms.”

The Advantage of Day-One Payment Orchestration

Payment Orchestration is a concept that describes the end-to-end management of all components of a payment, from authorisation to routing to settlement to reporting, allowing airlines to boost conversions in direct and indirect sales channels at lower transaction costs. CellPoint Digital’s Payment Orchestration Platform, which KM Malta Airlines will implement, routes transactions intelligently to increase acceptance, simplifies and centralises back-end reconciliation, integrates various payment methods like Apple Pay, and easily accommodates multiple PSPs and acquirers, including KM Malta Airline’s preferred acquiring partner, Shift4.

For more information about the CellPoint Digital partnership with KM Malta Airlines or to speak with company executives, please get in touch with Steven Osei at steven.osei@cellpointdigital.com

About CellPoint Digital
CellPoint Digital is a fintech leader in payment orchestration and optimisation. CellPoint Digital’s main solution is a powerful Payment Orchestration Platform that optimises digital payment transactions from cards or alternative payment methods and accelerates the deployment of new payment options. Merchants can easily scale their own payment ecosystem across the world, unify the customer payment experience across their website, mobile apps and other channels, optimise the routing of each transaction, increase conversion rates and minimise payment costs. CellPoint Digital has offices in Copenhagen, Dallas, Dubai, London, Miami, Pune and Singapore. Visit www.cellpointdigital.com to learn more. 

About KM Malta Airlines

The KM Malta Airlines schedule serves 17 airports across 15 key European cities, namely, Amsterdam, Berlin, Brussels, Catania, Dusseldorf, London Gatwick, London Heathrow, Lyon, Madrid, Milan, Munich, Paris Charles de Gaulle, Paris Orly, Prague, Rome, Vienna and Zurich.

Bookings can be made on kmmaltairlines.com

Contact: media@kmmaltairlines.com

 

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SOURCE CellPoint Digital

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Advantech Unveils Expanded Singapore Office to Boost ASEAN Presence and Support AIoT Innovations with Strategic Partnerships

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September 23, 2024

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SINGAPORE, Sept. 23, 2024 /PRNewswire/ — Advantech (TWSE: 2395), a global leader in industrial IoT and embedded computing solutions, has officially inaugurated its expanded regional office in Singapore. This strategic investment is set to enhance Advantech’s core competencies within the ASEAN region. Located at 7002 Ang Mo Kio Avenue 5, the new office will double the company’s current facility space, enhancing its infrastructure to meet the rising demand for high-technology solutions, particularly in the semiconductor sector. The expansion underscores Advantech’s commitment to collaborating with silicon and ecosystem partners and investing in local talent development through industry-academia partnerships. The new office will also support Advantech’s Configure-To-Order Service (CTOS), reinforcing its strategic goal of deepening and localising industry presence while advancing a comprehensive AIoT industry development strategy.

Vincent Chang, Managing Director of Asia and Intercontinental Region at Advantech, stated, “The relocation to our new premises marks a significant milestone in Advantech’s nearly 30 years of growth in Singapore. Established in 1995, Advantech Singapore has grown to become a pivotal hub in the ASEAN region, leading to the creation of Advantech Malaysia, Thailand, Indonesia, and Vietnam as key regional business units. Advantech envisions Singapore evolving into a Corporate Development Core Competency hub, focusing on business intelligence, strategic planning, and advancing branding, public relations, and ESG programmes across the ASEAN region.”

Advantech is also excited to launch the second year of its AIoT Innowork programme with Singapore Polytechnic (SP). This year’s projects will focus on sustainable development, net-zero emissions, and generative AI. Students will use Advantech’s WISE-PaaS, a cloud-based platform, to develop AIoT solutions, including a smart outdoor agriculture proof-of-concept within SP’s campus. Additionally, the programme will advance intelligent EV charging and parking space monitoring with Advantech’s LoRaWAN gateway and generative AI, featuring a dashboard for carpark occupancy and an assistive chatbot for availability queries.

In response to the government’s focus on future workforce development, a student team from SP is set to create a proof of concept for a “Generative AI-powered Virtual Sales Agent.” This innovative project aims to transform customer interactions by enhancing sales and engagement through cutting-edge AI technology. SP envisions this technology revolutionising customer engagement, enhancing service support, and improving operational efficiency.

Advantech Singapore is dedicated to advancing the “MySkillsFuture” programme, a key initiative by the Singapore government to support lifelong learning. Advantech aims to build a collaborative value chain that fosters a sustainable and thriving IoT ecosystem by partnering with ecosystem players, academic institutions, and industry leaders. Additionally, through academic collaboration, Advantech seeks to cultivate industry growth and align with its social responsibility objectives by producing and distributing urban farming products to underserved communities. These strategic partnerships are poised to drive long-term industry success and reinforce Advantech’s commitment to its ESG goals.

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SOURCE Advantech Co. Singapore Pte Ltd

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Estonia Strengthens Smart Mobility Networking and Strategic Partnerships in the Gulf

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7 mins ago

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September 23, 2024

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DUBAI, UAE, Sept. 23, 2024 /PRNewswire/ — Trade Estonia, part of Enterprise Estonia, is concluding its participation at the ITS World Congress 2024 in Dubai, further asserting its leadership in intelligent transport systems (ITS) and smart mobility. Estonia, known for being the first country to allow testing autonomous vehicles on public roads since 2017, showcased its innovative technologies that are setting new benchmarks in smart mobility and ITS.

At the exhibition, Trade Estonia displayed pioneering solutions, including Bamboo Apps’ cutting-edge dispatch system for autonomous shuttles, enabling remote monitoring of unmanned vehicles to enhance safety and efficiency. e-Pavement integrates sensors within road surfaces to improve safety and traffic management, while Auve Tech’s autonomous shuttles seamlessly integrate with public transport, offering efficient and eco-friendly urban mobility solutions. Metrosert is enhancing the precision of smart infrastructure, and Digilogistika Keskus is optimising logistics through advanced digital platforms, boosting supply chain efficiency in smart cities.

H.E. The Ambassador of Estonia to the UAE Maria Belovas stated, “Estonia’s footprint in integrating cutting-edge technology is pivotal in enhancing transportation safety, efficiency, and mobility. Our innovations are designed to meet the evolving needs of global smart cities and ensure a sustainable future for transportation.”

These advancements exemplify Estonia’s commitment to developing intelligent, sustainable, and efficient transport solutions that address both urban and rural mobility needs, and solidifying its global network.

In addition to presenting its technological progress at the ITS World Congress, Estonia focused on building meaningful connections and exploring new avenues for collaboration.

Forging Strategic Global Partnerships

Estonia is dedicated to expanding its international impact by building strategic partnerships, particularly in the Gulf region.

A recent networking event, hosted by H.E. The Ambassador of Finland, Ms. Tuula Yrjölä, and H.E. The Ambassador of Estonia, Ms. Maria Belovas, brought together Finnish and Estonian business delegations to cultivate global connections in smart mobility. The event also facilitated valuable discussions on future collaborations, reflecting Trade Estonia’s ongoing mission to support global innovation and sustainability in transport.

Ms. Maria Belovas highlighted the importance of these international connections in advancing the organisation’s strategic goals and enriching global collaborative efforts.

Building on this momentum, Trade Estonia is gearing up for its next significant engagement at GITEX Global 2024. This upcoming event will serve as a new stage for Estonia to underline their technological advancements and explore new avenues for collaboration with global technology leaders.

About Trade Estonia

Trade Estonia is part of Enterprise Estonia. As a state organisation, Trade Estonia helps Estonian companies to establish themselves in international markets. With a focus on future technologies and pioneering projects, Trade Estonia provides Estonian companies with access to market analysis and marketing strategies and creates the conditions for them to operate successfully on a global scale. Trade Estonia not only promotes the development of new business areas and the establishment of strategic partnerships, but also facilitates access to international networks, thus contributing to the global competitiveness of Estonian companies.

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