Voice Analytics Market Size and Share
Market Overview
| Study Period | 2019 - 2030 |
|---|---|
| Market Size (2025) | USD 1.65 Billion |
| Market Size (2030) | USD 4.70 Billion |
| Growth Rate (2025 - 2030) | 18.00% CAGR |
| Fastest Growing Market | Asia Pacific |
| Largest Market | North America |
| Market Concentration | Medium |
Major Players
*Disclaimer: Major Players sorted in no particular order Image © Mordor Intelligence. Reuse requires attribution under CC BY 4.0. |
|
Voice Analytics Market Analysis by Mordor Intelligence
The voice analytics market reached USD 1.65 billion in 2025 and is on course to climb to USD 4.7 billion by 2030, advancing at an 18.0% CAGR. This expansion reflects enterprises shifting from post-call transcription toward real-time, AI-driven conversation intelligence that unlocks revenue opportunities in compliance, fraud prevention and customer experience. Cloud-native contact-center platforms and edge-AI chips now allow organizations to process speech data at scale while reducing latency and privacy risk. Large enterprises, banking and retail leaders, and North American early adopters continue to anchor demand, yet small and mid-sized businesses and Asia–Pacific newcomers supply the incremental lift that sustains the current high-teens trajectory. Competitive intensity is rising as established customer-experience vendors, hyperscale clouds and AI specialists consolidate capabilities through targeted acquisitions.
Key Report Takeaways
- By component, solutions captured 66.5% of voice analytics market share in 2024, while services are forecast to expand at a 21.8% CAGR through 2030.
- By deployment mode, cloud models held 58.6% share of the voice analytics market size in 2024; they are projected to grow at 24.9% CAGR to 2030.
- By organization size, large enterprises led with 55.5% share in 2024, whereas SMEs are expected to record a 23.6% CAGR up to 2030
- By application, call monitoring accounted for 27.9% share of the voice analytics market size in 2024 and risk and fraud detection is advancing at a 22.8% CAGR through 2030.
- By end-user vertical, BFSI commanded 24.8% revenue share in 2024; healthcare is emerging as the next high-growth arena although quantified CAGR data is not yet reported.
- By geography, North America dominated with 38.6% share in 2024, while Asia–Pacific is projected to expand at 23.0% CAGR over the same period.
Global Voice Analytics Market Trends and Insights
Drivers Impact Analysis
| Driver | (~) % Impact on CAGR Forecast | Geographic Relevance | Impact Timeline |
|---|---|---|---|
| Rising adoption of cloud-native contact-centre platforms | +4.2% | Global, with North America and EU leading | Medium term (2-4 years) |
| Regulatory push for voice-record compliance (GDPR, PCI-DSS, Dodd-Frank) | +3.8% | Global, strongest in EU and North America | Long term (≥ 4 years) |
| Real-time CX analytics to cut churn and upsell | +3.5% | Global, particularly retail and telecom sectors | Short term (≤ 2 years) |
| Omnichannel digital transformation of BFSI and retail | +2.9% | Global, concentrated in developed markets | Medium term (2-4 years) |
| Edge-AI chips enabling on-device voice analytics | +2.1% | Asia-Pacific core, spill-over to North America | Long term (≥ 4 years) |
| Voice-biomarker use in remote clinical diagnostics | +1.5% | North America and EU, expanding to Asia-Pacific | Long term (≥ 4 years) |
| Source: Mordor Intelligence | |||
Rising adoption of cloud-native contact-center platforms
Enterprises now view voice capabilities as foundational, with 99% of decision makers rating voice-enabled experiences critical for future strategy. Google Cloud’s Contact Center AI and NICE CXone Mpower illustrate how integrated voice services cut infrastructure cost, sharpen personalization and speed innovation. The shift to cloud unlocks consumption-based pricing that scales with call volumes, driving the voice analytics market toward holistic, platform-centric deployments.[1]Google Cloud Team, “Contact Center AI Overview,” Google Cloud, cloud.google.com
Regulatory push for voice-record compliance
Financial institutions must record, store and retrieve customer calls under PCI-DSS and Dodd-Frank, while GDPR requires explicit consent and data-subject rights. Voice analytics vendors therefore embed encryption, retention governance and algorithmic audit trails to satisfy oversight bodies. The forthcoming EU AI Act adds explainability and risk grading, steering enterprises toward mature providers that can document model behavior end-to-end.
Real-time CX analytics to cut churn and upsell
Agents armed with live sentiment scores shorten handle times by 30% and lift sales conversions by 36% using contextual prompts. NICE’s Enlighten Copilot already parses 100 million monthly interactions for emotion cues that automate coaching and trigger next-best-action offers.
Edge-AI chips enabling on-device voice analytics
Syntiant’s NDP250 accelerates large language models on edge devices, doubling inference speed while slashing power draw. This architecture processes audio locally, reducing cloud round-trips, satisfying privacy mandates and widening use cases such as automotive voice commands and industrial sensors. [2]Syntiant Engineers, “NDP250 Edge AI Processor,” Syntiant, syntiant.com
Restraints Impact Analysis
| Restraint | (~) % Impact on CAGR Forecast | Geographic Relevance | Impact Timeline |
|---|---|---|---|
| Data-privacy and surveillance concerns | -2.8% | Global (EU and North America strongest) | Medium term (2-4 years) |
| High integration and licence costs for SMEs | -2.1% | Global, emerging markets | Short term (≤ 2 years) |
| Deep-fake synthetic voices eroding authentication trust | -1.9% | Global (BFSI focus) | Short term (≤ 2 years) |
| Shortage of labelled paralinguistic datasets | -1.4% | Global | Long term (≥ 4 years) |
| Source: Mordor Intelligence | |||
Data-privacy and surveillance concerns
Voiceprints qualify as biometric data under GDPR, BIPA and CCPA. Ninety-two percent of executives worry about bias or illicit surveillance, forcing firms to offer opt-in flows, transparent model documentation and data-minimization practices. Litigation against banks for undisclosed biometric capture signals reputational risk if privacy is mishandled.
Deep-fake synthetic voices eroding authentication trust
The rise of consumer-grade voice cloning enables fraudsters to defeat single-factor voice ID. A high-profile UAE incident that stole USD 35 million demonstrates the vulnerability. Banks respond with layered verification that combines voice traits with behavioral analytics and one-time passcodes.[3]Editorial Board, “Deep-Fake Voice Fraud Hits UAE Bank,” BankInfoSecurity, bankinfosecurity.com
Segment Analysis
By Component: Solutions Dominate, Services Accelerate
Solutions held 66.5% of voice analytics market share in 2024 due to end-to-end suites that bundle transcription, sentiment, compliance and predictive guidance. At USD 1.1 billion, this slice accounted for the largest voice analytics market size within the ecosystem. The preference for cohesive platforms reflects buyer demand for reduced integration overhead and single-pane orchestration.
Services are the fastest-growing component, rising 21.8% CAGR to 2030 as enterprises seek custom model tuning, vertical vocabularies and ongoing optimization. Managed services become vital for SMEs lacking AI skills, while regulated industries contract external experts for security audits and explainability reviews. Vendors monetize post-sale consulting to deepen account stickiness and unlock usage expansion.
By Deployment Mode: Cloud Adoption Outpaces On-Premise
Cloud deployments captured 58.6% share of the voice analytics market size in 2024, translating to roughly USD 960 million in annual spend. Pay-as-you-go APIs from Deepgram or hyperscalers allow pilots to begin at USD 200 yet scale globally once value proves out. The model’s elasticity, automatic updates and global reach fuel mainstream adoption.
At 24.9% CAGR, cloud remains the growth engine, yet on-premise retains a foothold among banks and governments that mandate data sovereignty. Hybrid patterns emerge: inference at the edge, aggregation in private clouds, burst-training in public regions. This blended stance balances latency, cost and compliance at scale.
By Organization Size: Enterprise Leads, SME Momentum Builds
Large enterprises controlled 55.5% of 2024 revenue as Fortune 1000 banks, telcos and retailers pursued multimillion-dollar rollouts. Their internal data lakes and compliance pressures make voice analytics a must-have. Deal sizes exceed USD 1 million ARR, frequently bundling call recording, voice biometrics and proactive coaching.
SME uptake now surges at 23.6% CAGR. Consumption pricing and low-code interfaces lower entry barriers, while regional MSPs package voice analytics within broader UCaaS stacks. Still, smaller firms wrestle with integration complexity, spurring demand for turnkey bundles that hide the AI plumbing behind intuitive dashboards.
By Application: Monitoring Prevails, Fraud Detection Surges
Call monitoring retained 27.9% revenue share, affirming its role as the gatekeeper for quality assurance and regulatory record-keeping. The feature set has expanded from keyword spotting to real-time empathy prompts, boosting agent productivity and NPS outcomes.
Risk and fraud detection delivers the fastest growth, 22.8% CAGR, fueled by biometric voiceprints that stop account takeovers in under 15 seconds. HSBC’s Voice ID alone blocked USD 331 million in fraud, underscoring tangible ROI. Emerging healthcare voice-biomarker applications hint at a next wave of specialized analytics that leverage subtle tone variations to indicate respiratory or neurological disorders.
Note: Segment shares of all individual segments available upon report purchase
By End-user Vertical: BFSI Commands, Healthcare Emerges
BFSI generated 24.8% of 2024 revenue, equating to the single largest vertical slice of the voice analytics market. Stringent PCI-DSS and Dodd-Frank requirements, paired with high fraud exposure, keep banks at the front of innovation—90% authentication accuracy is now common for voiceprint systems.
Healthcare, retail and telecom follow with rising demand for emotion detection and personalized engagement. Clinical researchers explore vocal biomarkers for early Alzheimer’s detection, while retailers integrate speech insights with loyalty data to refine promotions. Cross-sector experimentation widens the reach of the voice analytics industry without diluting core compliance-driven demand.
Geography Analysis
North America accounted for 38.6% of voice analytics market revenue in 2024, making it the undisputed regional leader. U.S. banks such as JPMorgan Chase and Wells Fargo have reported 90% reductions in fraud losses after deploying biometric voice validation, reinforcing investment momentum. Canadian healthcare pilots add fresh use cases in remote diagnostics, whereas Mexico’s BPO hubs adopt cloud-based analytics to sharpen service KPIs.
Asia–Pacific is the fastest-growing territory at 23.0% CAGR to 2030. National AI programs in China and India supply funding, datasets and regulatory clarity that encourage local innovation. China alone is projected to achieve USD 5.19 billion voice analytics spend by 2030, eclipsing early-mover markets. Southeast Asian banks and ecommerce players are following suit, despite grappling with diverse dialects and patchwork privacy laws.
Europe remains a stable, compliance-led market. GDPR mandates continue to shape procurement, while the EU AI Act will formalize risk assessments and audit trails. Germany and the United Kingdom head adoption, leveraging voice analytics to refine omnichannel retail and comply with MiFID II call-record requirements. Vendors must demonstrate rigorous data governance to win continental contracts.
Competitive Landscape
The voice analytics market shows moderate concentration, with the top five suppliers covering an estimated 65% of global spend. NICE leads through its CXone suite, supported by a 15% R&D budget share and cloud revenue that reached USD 2 billion in 2024. Verint, Genesys and CallMiner round out the incumbent cadre, each layering advanced AI assistants to defend share.
Strategic consolidation accelerates. Calabrio bought Echo AI to fold conversation intelligence into its workforce-engagement stack, while Humach acquired Markets EQ to tap emotional-state scoring. Cloud hyperscalers—AWS, Google and Microsoft—integrate speech APIs with analytics platforms, monetizing compute at scale and forcing specialists to differentiate on model accuracy or domain depth.
Edge-AI innovators such as Syntiant and Sensory push inference closer to the microphone. Their low-power chips unlock offline commands in automotive, consumer electronics and IIoT, limiting cloud fees and latency. Niche suppliers like audEERING and VoiceSense capture adjacent opportunities in health diagnostics and risk scoring, respectively, indicating room for vertical specialists even as broad platforms mature.
Voice Analytics Industry Leaders
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NICE Ltd
-
Verint Systems
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Genesys
-
Avaya
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Talkdesk
- *Disclaimer: Major Players sorted in no particular order
Recent Industry Developments
- April 2025: Humach acquired Markets EQ, an AI voice-analytics vendor, to address the USD 250 billion Agentic AI opportunity.
- March 2025: NICE won Best of Enterprise Connect for CXone Mpower Orchestrator, honoring its unified AI automation capabilities.
- January 2025: Syntiant showcased edge-AI processors at CES 2025, highlighting real-time voice command and dashcam applications.
- November 2024: NICE launched CXone Mpower SmartSpeak, offering real-time multilingual communication across nearly 100 languages.
Research Methodology Framework and Report Scope
Market Definitions and Key Coverage
According to Mordor Intelligence, we define the voice analytics market as all software platforms and associated services that capture, transcribe, enrich, and algorithmically mine spoken conversations, whether live or recorded, to surface sentiment, compliance, or performance insights for enterprise decision-makers. The model values only licensed analytic solutions and their recurring service revenues; standalone speech-to-text engines or hardware devices are considered enabling inputs, not market revenue.
Scope Exclusion: microphone chipsets, telecom switching equipment, and broader voice-user-interface stacks are intentionally left outside this market sizing.
Segmentation Overview
- By Component
- Solution
- Services
- By Deployment Mode
- Cloud
- On-premise
- By Organisation Size
- Small and Medium-sized Enterprises (SMEs)
- Large Enterprises
- By Application
- Health Monitoring
- Sentiment Analysis
- Sales and Marketing
- Risk and Fraud Detection
- Call Monitoring
- By End-user Vertical
- Retail and E-commerce
- Telecom and IT
- BFSI
- Healthcare
- Government and Defence
- Other Verticals
- By Geography
- North America
- United States
- Canada
- Mexico
- South America
- Brazil
- Argentina
- Rest of South America
- Europe
- Germany
- United Kingdom
- France
- Italy
- Russia
- Spain
- Switzerland
- Rest of Europe
- Asia-Pacific
- China
- India
- Japan
- South Korea
- Malaysia
- Singapore
- Vietnam
- Indonesia
- Rest of Asia-Pacific
- Middle East and Africa
- Middle East
- Saudi Arabia
- United Arab Emirates
- Turkey
- Rest of Middle East
- Africa
- Nigeria
- South Africa
- Rest of Africa
- Middle East
- North America
Detailed Research Methodology and Data Validation
Primary Research
Mordor analysts interviewed solutions architects at leading CX outsourcers, CISOs from regulated banks, and purchasing heads at fast-growing e-commerce firms across North America, Europe, and Asia-Pacific. The discussions validated typical license prices, cloud migration speeds, and regulatory pain points, filling several data gaps spotted in desk work and guiding final assumption ranges.
Desk Research
Our team began with publicly available datasets that signal conversation volumes: U.S. Bureau of Labor Statistics contact-center headcounts, Eurostat telecom call-duration tables, and Reserve Bank of India digital transaction complaints, which together hint at the scale of voice interactions. Trade groups such as ContactBabel, the Asia Pacific Contact Centre Association, and the Information Technology Industry Council publish annual benchmarks on agent utilization and analytics adoption that we leveraged.
Company 10-Ks, investor presentations, and earnings transcripts from cloud contact-center vendors were parsed to extract attach-rate disclosures, while shipment-level insights from Volza and contract notices within Dow Jones Factiva clarified regional procurement spikes. Patent families retrieved through Questel highlighted emerging acoustic-AI techniques that could shift pricing. These references are illustrative; many additional sources informed data collection, validation, and clarification.
Market-Sizing & Forecasting
A top-down build starts with national contact-center seat counts, inbound voice traffic, and average analytic-license penetration, which are then multiplied by blended annual subscription prices. Bottom-up checks, supplier revenue roll-ups, and sampled agent-based ASP × volume calculations help adjust totals. Key variables in the model include cloud contact-center penetration, speech-to-text accuracy improvements, compliance-driven monitoring mandates (e.g. PCI-DSS, MiFID II), average price erosion, and seat growth tied to digital-commerce expansion. Forecasts employ a multivariate regression that relates those drivers to historical spend, with scenario analysis around regulatory tightening to stress-test the baseline.
Data Validation & Update Cycle
Output values pass three layers of review: automated variance flags, peer analyst audits, and senior-level sign-off. We refresh every twelve months, triggering interim updates when material events, major mergers, price resets, or new compliance rules shift market dynamics; a final sense-check is performed before each client delivery.
Why Mordor's Voice Analytics Baseline Commands Reliability
Published estimates often diverge because firms pick different revenue elements, forecasting horizons, and currency bases. By centering on licensed analytic solutions, applying dual-path modeling, and refreshing annually, Mordor offers a balanced yardstick for planners.
Key Gap Drivers include whether maintenance services are counted, the mix of on-premise versus cloud revenue, currency conversions, and the cadence of refresh. Some publishers uplift historic numbers without fresh primary checks; others include broader speech tech stacks, inflating totals.
Benchmark comparison
| Market Size | Anonymized source | Primary gap driver |
|---|---|---|
| USD 1.65 B (2025) | Mordor Intelligence | - |
| USD 1.59 B (2024) | Global Consultancy A | Excludes cloud upsell services and uses fixed 2020 FX rates |
| USD 1.30 B (2024) | Trade Journal B | Narrow sample limited to North American vendors |
| USD 1.60 B (2024) | Industry Association C | Counts hardware voice gateways, not analytic software only |
In sum, the disciplined variable selection, dual-path validation, and timely refresh cadence adopted by Mordor Intelligence deliver a transparent, reproducible baseline that decision-makers can trust.
Key Questions Answered in the Report
What is the current size of the voice analytics market?
The voice analytics market is valued at USD 1.65 billion in 2025 and reflects strong enterprise demand for AI-driven conversation intelligence.
What compound annual growth rate is forecast for voice analytics to 2030?
Spending is projected to rise at an 18.0% CAGR, reaching USD 4.7 billion by 2030.
Which deployment model shows the fastest expansion?
Cloud-based deployments grow at a 24.9% CAGR because consumption pricing and automatic updates lower entry barriers and speed innovation cycles.
Why are banks and financial-services firms leading adoption?
BFSI organizations hold 24.8% market share thanks to strict compliance mandates and voice-biometric fraud prevention that has cut attempted losses by up to 90%.
How do edge-AI chips benefit voice analytics strategies?
Low-power processors like Syntiant’s NDP250 enable real-time, on-device speech analysis, cutting latency, trimming cloud fees and easing data-privacy concerns.
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