Speech Analytics Market Analysis by Mordor Intelligence
The speech analytics market is valued at USD 3.48 billion in 2025 and is projected to reach USD 7.04 billion by 2030, advancing at a 15.20% CAGR. Momentum is building around cloud-first customer-experience programs, AI transcription accuracy above 95%, and end-to-end compliance demands that now make voice data a board-level priority. Leading vendors continue to embed speech analytics in broader customer-experience suites, pushing adoption beyond quality-assurance teams into sales, compliance, and executive decision-making functions. Competitive intensity is rising as technology giants fold analytics into their cloud ecosystems, while specialist start-ups emphasise real-time agent assist and industry-ready language models. These shifts are accelerating cloud deployments, fuelling demand for implementation services, and widening the addressable base of small and mid-sized enterprises that previously lacked the resources to invest.
Key Report Takeaways
- By component, Solutions held 61.20% of the speech analytics market share in 2024, while Services are forecast to expand at a 19.50% CAGR through 2030.
- By deployment model, on-premise installations accounted for 60.40% share of the speech analytics market size in 2024; cloud/SaaS is growing fastest at a 21.00% CAGR to 2030.
- By organisation size, large enterprises commanded 63.00% of the speech analytics market in 2024, whereas SMEs are set to grow at a 17.90% CAGR over the forecast window.
- By application, Customer Experience Management contributed 40.50% share of the speech analytics market size in 2024, with Sentiment Analysis leading growth at a 21.80% CAGR through 2030.
- By end-user industry, the BFSI sector led with 29.30% speech analytics market share in 2024, while Healthcare is advancing at a 17.60% CAGR to 2030.
- By geography, North America dominated with a 45.00% share of the speech analytics market in 2024, whereas APAC is projected to register the fastest growth at a 19.00% CAGR.
Global Speech Analytics Market Trends and Insights
Drivers Impact Analysis
Driver | (∼) % Impact on CAGR Forecast | Geographic Relevance | Impact Timeline |
---|---|---|---|
Cloud-first CX transformation in contact centres | +3.5% | North America, Europe, APAC core | Medium term (2-4 years) |
AI-powered real-time transcription accuracy ≥ 95% | +4.2% | Global | Short term (≤ 2 years) |
Regulatory demand for 100% call-record compliance | +2.8% | North America, Europe, developed APAC | Medium term (2-4 years) |
Omnichannel analytics bundling (speech + text + video) | +2.1% | North America, Europe | Medium term (2-4 years) |
Surge in "agent assist" micro-apps sold via CCaaS marketplaces | +1.8% | Global | Short term (≤ 2 years) |
Telco 5G network-exposed APIs enabling low-latency edge analytics | +1.5% | North America, developed APAC | Long term (≥ 4 years) |
Source: Mordor Intelligence
Cloud-First CX Transformation Accelerates Analytics Adoption
Organisations migrating contact-centre workloads to the cloud are no longer analysing a token sample of calls; they now review every interaction, creating larger datasets for pattern recognition and proactive service improvements. Capital-expense barriers have receded, enabling mid-market firms to deploy advanced analytics without long procurement cycles. Vendors are bundling speech analytics into unified CX suites, smoothing workflow integration and cutting implementation timelines. This shift also promotes consumption-based pricing, opening the speech analytics market to smaller teams that prefer operational over capital budgets. As cloud ecosystems mature, integration with adjacent AI services such as intent prediction and sentiment scoring becomes turnkey, accelerating enterprise-wide adoption.[1]NICE, “What Is a Cloud Contact Center Platform?” nice.com
AI-Powered Transcription Accuracy Unlocks Enterprise-Wide Use Cases
Word-error rates below 4% have turned speech analytics from a quality-assurance tool into a strategic business system. Higher accuracy supports sentiment detection, real-time agent coaching, and automated compliance checks in heavily regulated industries. Deep-learning models now handle dialects, noisy environments, and domain-specific terminology with minimal human tuning, reducing operational costs. Enterprises extend speech analytics to sales enablement and executive-level communication analysis, broadening value capture. This technical leap positions speech analytics as a foundation for conversational intelligence platforms that fuse voice, text, and video data into a single analytic layer.
Regulatory Compliance Drives Comprehensive Call Recording
Financial-services and healthcare regulators require complete capture and monitoring of customer conversations, making speech analytics a compliance necessity. The ability to flag sensitive phrases in real time allows firms to intervene before breaches occur, reducing fine exposure and reputational risk. Vendors embed pre-built rule sets aligned to Dodd-Frank, MiFID II, HIPAA, and PCI-DSS, shortening deployment cycles for compliance teams. Demand is strongest in jurisdictions with active enforcement histories, pushing consistent spending even during budget constraints. Compliance use cases often justify enterprise-wide rollouts, creating anchor deployments that later expand into customer-experience optimisation.
Omnichannel Analytics Creates Unified Journey Insights
Customers move between voice, chat, and video channels during a single issue-resolution cycle, so enterprises need analytics that follow the full journey. Integrating speech analytics with text and video engines reveals hidden patterns in escalation paths and emotional pivots, guiding proactive service interventions. Generative AI summarises conversations, helping agents grasp intent quickly and provide consistent responses across touchpoints. Omnichannel data also feeds journey-level KPIs that senior leaders use to refine product and service design. Vendors that deliver a unified analytic framework strengthen customer loyalty by enabling faster, context-aware support.
Restraints Impact Analysis
Restraint | (∼) % Impact on CAGR Forecast | Geographic Relevance | Impact Timeline |
---|---|---|---|
High implementation & custom-tuning costs | -2.1% | Global, more pronounced in emerging markets | Short term (≤ 2 years) |
Data-privacy concerns (GDPR, CPRA, PCI-DSS) | -1.6% | Europe, North America, developed APAC | Medium term (2-4 years) |
Scarcity of annotated domain-specific audio in low-resource languages | -1.3% | APAC, Middle East, Africa | Medium term (2-4 years) |
"Model collapse" risks when large LLMs retrain on synthetic speech | -1.1% | Global | Long term (≥ 4 years) |
Source: Mordor Intelligence
Implementation Costs Create Adoption Barriers
Licensing fees, language-model training, and integration services still strain mid-market budgets, delaying projects and limiting scope. Many firms underestimated the staff hours required for continuous optimisation as product vocabularies evolve. Cloud subscriptions ease capital commitments but do not eliminate the need for skilled analysts who translate insights into process changes. Despite falling infrastructure prices, professional-services demand remains high because speech analytics deployments touch multiple systems, including CRM, workforce management, and compliance archives. Vendors address the gap with packaged accelerators and automated configuration wizards, yet total cost of ownership remains a gating factor for first-time adopters.
Data-Privacy Regulations Complicate Implementation
GDPR, CPRA, and similar frameworks require explicit consent management, granular role-based access, and automated redaction of sensitive data. Multinational firms must comply with overlapping rulesets, increasing deployment complexity and legal oversight costs. Privacy engineering has become a core feature of modern speech analytics platforms, adding encryption-at-rest, key-management options, and on-demand transcript deletion. Vendors offering pre-certified compliance modules gain a competitive edge, but lingering uncertainty over evolving regulations can still stall purchase decisions, especially in heavily regulated verticals.
Segment Analysis
By Component: Services Gain Momentum Amid Rising Complexity
The speech analytics market size for component solutions stood at USD 2.13 billion in 2024, reflecting a 61.20% share that underscores the centrality of core technology to adoption cycles. Services, however, are closing the gap as organisations recognise that accurate insights depend on specialised integration, custom model training, and workflow redesign. Between 2025 and 2030, service revenue is expected to log a 19.50% CAGR, outpacing product sales as enterprises prioritise actionable outcomes over feature checklists.
Consultancies and managed-service providers align analytics outputs with key performance indicators, reinforcing the speech analytics market’s shift from tool-centric to value-centric selling. As cloud deployments accelerate, customers lean on partners to migrate historical audio archives, configure security controls, and provide change-management support. These factors collectively elevate services from an optional add-on to a decisive purchase driver, especially among firms lacking in-house data science talent.
By Deployment Model: Cloud Takes Share from On-Premise
On-premise architectures retained a 60.40% speech analytics market share in 2024, supported by legacy investments and stringent data-sovereignty rules in finance and healthcare. Yet cloud subscriptions are growing at a 21.00% CAGR, signalling a decisive pivot toward elasticity, frequent feature updates, and simplified integrations.
The speech analytics market size for cloud deployments is swelling as vendors bundle real-time analytics, storage, and AI model updates into pay-as-you-go tiers. Mid-market organisations with limited capital budgets welcome the shift, while global enterprises favour the ability to standardise across regions without duplicating infrastructure. Regulatory resistance is easing as hyperscale providers earn compliance certifications, further boosting migration momentum.
By Organisation Size: SMEs Move from Experimentation to Scale
Large enterprises generated 63.00% of speech analytics market revenue in 2024 by leveraging complex contact-centre estates and high-stake compliance mandates. SMEs, though smaller in absolute terms, are expanding their share quickly, advancing at a 17.90% CAGR through 2030.
Low-code integration connectors, packaged dashboards, and usage-based billing reduce entry barriers for firms with lean IT teams. Vendors also offer vertical templates that compress deployment timelines, enabling SMEs to benefit from sentiment analysis, quality monitoring, and agent assist without building data science teams. As competition intensifies, small firms view speech analytics as a cost-effective lever for customer-experience differentiation and retention.

By Application: Sentiment Analysis Becomes the Growth Engine
Customer Experience Management retained a 40.50% share of the speech analytics market size in 2024, reflecting its status as the anchor use case. Sentiment Analysis, however, is projected to expand at a 21.80% CAGR, outstripping other application lines.
Advances in acoustic emotion detection let contact centres intervene during emotionally charged conversations, lowering churn and boosting upsell acceptance. Retailers use aggregated sentiment trends to adjust product lines, while banks apply emotion scoring to detect potential complaints before they escalate. As generative AI summarises call emotions for post-interaction follow-up, sentiment capabilities differentiate platforms in competitive bids.
By End-User Industry: Healthcare Jumps Ahead on Experience and Compliance Goals
The BFSI sector led the speech analytics market with a 29.30% share in 2024, driven by mandatory call recording and risk controls. Healthcare is moving faster, set to post a 17.60% CAGR as providers leverage voice insights to improve patient-access centres, clinical documentation, and compliance with privacy rules.
Hospitals tie sentiment feedback to nurse-call programmes, identify stress markers in clinical hotlines, and automate coding for insurance claims. Telehealth growth further amplifies voice-data volumes, making speech analytics integral to virtual-care strategies. Vendors respond by releasing medical-terminology language packs and HIPAA-certified hosting options, fuelling sector-specific expansion.
Geography Analysis
North America ranked first with 45.00% speech analytics market share in 2024, anchored by mature cloud ecosystems, high digital-service penetration, and strict compliance mandates in finance and healthcare. Ongoing investments focus on omnichannel journey analytics and real-time agent-assist tools, both of which rely on low-latency transcription and sentiment scoring. United States enterprises, in particular, allocate larger budgets to transform legacy contact centres into AI-enabled engagement hubs, extending the region’s leadership position.
APAC is the fastest-growing territory with a projected 19.00% CAGR to 2030, led by China, Japan, and India. Government-backed AI programmes and rapid expansion of service-sector outsourcing create fertile ground for cloud-native deployments. Chinese banks embed voice analytics into super-apps, Japanese insurers use it to counter shrinking workforces, and Indian BPOs adopt it to monitor agent quality across multilingual queues F5. Local vendors collaborate with global partners to localise language models, accelerating adoption across high-growth industries.
Europe sits between the two, with substantial opportunity tempered by data-protection stringency. GDPR compliance drives demand for solutions that automate consent management, redaction, and regional data residency. The United Kingdom leads adoption, followed by Germany and France, each applying speech analytics to differentiate customer service in crowded retail and telecom markets. Spain’s surge in voice-ad-spend underscores growing commercial interest in voice-channel intelligence, foreshadowing broader uptake across continental enterprises.[2]El País, “Asistentes de voz que auguran una nueva era para las marcas,” elpais.com

Competitive Landscape
The speech analytics market shows moderate concentration. NICE Ltd. leads with 7.48% share, capitalising on an end-to-end engagement platform and deep AI research pipelines. Cloud hyperscalers—Amazon, Google, and Microsoft—bundle analytics into contact-centre offerings, commoditising baseline transcription and pushing price pressure downward. Mid-tier vendors respond by specialising in regulated industries, focusing on pre-trained vocabularies and compliance dashboards to preserve margins.
Competition also pivots around AI differentiation. Uniphore integrated generative AI to summarise calls and recommend next-best actions, illustrating the shift toward outcome-oriented insights.[3]Uniphore, “Uniphore Launches AI-Powered Interaction Analytics,” uniphore.com Start-ups like ElevenLabs refine voice-generation and analysis in low-resource languages, targeting media-localisation and customer-service niches. Observe.AI and Deepgram hone in on contact-centre quality and real-time agent assist, stealing share from legacy point-product suppliers.
Strategic moves cluster around vertical packaging, ecosystem partnerships, and geographic expansion. Vendors court telecom operators to host edge-based analytics via 5G APIs, while healthcare-oriented players seek HIPAA-ready hosting credentials. Funding flows mirror these priorities: total voice-AI investment multiplied eightfold in 1H 2025, signalling sustained innovation appetite despite macro-economic volatility.[4]PYMNTS, “Voice AI Funding Surges 8X as Businesses Humanize Chatbots,” pymnts.com
Speech Analytics Industry Leaders
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Verint System Inc.
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Avaya Inc.
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Micro Focus International PLC
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Genesys Telecommunications
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Callminer Inc.
- *Disclaimer: Major Players sorted in no particular order

Recent Industry Developments
- June 2025: Voice-AI funding surged eightfold as enterprises sought human-like conversational capabilities to enhance engagement
- April 2025: ElevenLabs opened a Japan unit after securing USD 180 million in Series C funding to tailor voice-generation tools for APAC languages
- January 2025: TTEC identified AI-driven speech analytics as a core lever for efficiency and customer-experience gains in its annual contact-centre trends outlook
Global Speech Analytics Market Report Scope
Speech analytical tools and solutions can help users obtain insights and make crucial business choices by offering a more thorough and quick analysis of voice data with context and relevance across various channels. Speech solutions may transform call records into usable data, which can subsequently be transformed into insightful, compelling information across the company.
The Speech Analytics Market is segmented by Deployment (On-Premise, On-Demand), Size of Organization (Small and Medium Enterprises, Large Enterprises), End-user Vertical (BFSI, Telecommunications, Healthcare, Retail, Government, Travel, and Hospitality), and Geography. The market sizes and forecasts are provided in terms of value (USD) for all the above segments.
By Component | Solutions | ||
Services | |||
By Deployment Model | On-Premise | ||
Cloud / SaaS | |||
By Organization Size | Large Enterprises | ||
Small and Medium Enterprises (SMEs) | |||
By Application | Customer Experience Management | ||
Call Monitoring and Quality Management | |||
Risk and Compliance Management | |||
Sales and Marketing Intelligence | |||
By End-User Industry | BFSI | ||
Telecommunications and IT | |||
Healthcare | |||
Retail and E-commerce | |||
Government and Public Sector | |||
Travel and Hospitality | |||
Others | |||
By Geography | North America | United States | |
Canada | |||
Mexico | |||
South America | Brazil | ||
Argentina | |||
Rest of South America | |||
Europe | United Kingdom | ||
Germany | |||
France | |||
Russia | |||
Rest of Europe | |||
Asia-Pacific | China | ||
India | |||
Japan | |||
South Korea | |||
Rest of Asia-Pacific | |||
Middle East | Israel | ||
Saudi Arabia | |||
United Arab Emirates | |||
Turkey | |||
Rest of Middle East | |||
Africa | South Africa | ||
Egypt | |||
Rest of Africa |
Solutions |
Services |
On-Premise |
Cloud / SaaS |
Large Enterprises |
Small and Medium Enterprises (SMEs) |
Customer Experience Management |
Call Monitoring and Quality Management |
Risk and Compliance Management |
Sales and Marketing Intelligence |
BFSI |
Telecommunications and IT |
Healthcare |
Retail and E-commerce |
Government and Public Sector |
Travel and Hospitality |
Others |
North America | United States |
Canada | |
Mexico | |
South America | Brazil |
Argentina | |
Rest of South America | |
Europe | United Kingdom |
Germany | |
France | |
Russia | |
Rest of Europe | |
Asia-Pacific | China |
India | |
Japan | |
South Korea | |
Rest of Asia-Pacific | |
Middle East | Israel |
Saudi Arabia | |
United Arab Emirates | |
Turkey | |
Rest of Middle East | |
Africa | South Africa |
Egypt | |
Rest of Africa |
Key Questions Answered in the Report
How fast is the speech analytics market growing?
The market is advancing at a 15.20% CAGR from USD 3.48 billion in 2025 to USD 7.04 billion by 2030.
Which deployment model is gaining traction?
Cloud/SaaS deployments are expanding at a 21.00% CAGR, steadily eroding the 60.40% share held by on-premise systems in 2024.
Why are services outpacing solutions in growth?
Enterprises rely on specialised implementation and optimisation support, driving services to a 19.50% CAGR as deployments become more complex.
Which application is the fastest growing?
Sentiment Analysis leads with a 21.80% CAGR, reflecting rising demand for emotional-intelligence insights in customer interactions.
What is driving adoption in the healthcare sector?
Providers use speech analytics to enhance patient experiences, streamline clinical documentation, and ensure HIPAA compliance, supporting a 17.60% CAGR in healthcare.
Who are the leading vendors in the market?
NICE Ltd. holds the largest share at 7.48%, while cloud hyperscalers and AI-focused start-ups intensify competitive dynamics.
Page last updated on: June 17, 2025