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中东和非洲语音分析市场 - 按部署类型(本地、按需)、解决方案类型(语音引擎、分析和索引、查询引擎、搜索引擎、仪表板和报告)、行业、国家、趋势、预测 - (20

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中东和非洲地区的呼叫中心业务正在蓬勃发展。在中东,电信费率的下降、互联网普及率的提高和受过教育的年轻人帮助公司在该地区开设呼叫中心。印度的公司正在看到工资上涨,因此他们正在寻找新的目的地来开设业务。南非、肯尼亚和摩洛哥等非洲国家为呼叫中心业务在该地区的蓬勃发展提供了完美的平台。这将有助于语音分析市场在中东和非洲地区的发展。

不同的语音分析方法可能包括语音索引、语音到文本的转录、说话者分离、谈话分析和情绪检测。语音分析解决方案的类型包括语音引擎、分析和索引、查询引擎、搜索引擎以及仪表板和报告。

当为此目的使用不同的语音系统时,这些方法的搜索结果的准确性最终对用户来说是最重要的。语音分析提供了对跨地区的大多数企业至关重要的高级功能。语音分析系统的构建始终牢记业务用户。从中获得的数据可用于得出理想的趋势,以改进现有的客户服务。

客户满意是任何企业成功的关键。现在的重点是以客户为中心的战略,因为客户现在更加了解情况。呼叫中心的蓬勃发展以及以电子邮件、新闻通讯的形式与客户进行更多互动是这一战略的一部分。

与客户的互动是组织的重要组成部分。语音分析有助于分析通话中发生的这些交互,并提供有用的信息来识别和优先考虑必须解决的问题。这些解决方案正被部署在不同的垂直行业中,企业也意识到了同样的好处。

供应商也在添加不同的功能以满足企业的需求。语音分析技术包括语音引擎、分析和索引、查询引擎、搜索引擎、仪表板和报告,为客户提供实时分析,以实现高效、快速的决策。 

报告中提到的一些主要供应商是 Verint、Nice、Nexidia、Avaya、HP Autonomy 和 Callminer。

司机

推动语音分析市场需求增长的因素是对客户满意度的日益关注,机构和企业越来越多地采用分析解决方案,最后是大多数新兴国家设立的呼叫中心数量的增加。

约束

可能阻碍该市场增长的一些因素可能是系统容易出错的性质以及对语音分析工具可以提供的各种解决方案缺乏认识。

报告内容

  • 中东和非洲语音分析市场概述和深入的市场分析及其在行业中的应用以及有关驱动因素和限制的信息。
  • 确定导致改变市场情景的因素,增加潜在机会并确定可以在全球和区域范围内影响市场的关键公司。
  • 广泛研究竞争格局,包括主要公司的概况及其市场份额。
  • 关键市场参与者的综合列表以及对其当前战略利益和关键财务信息的分析。

1. Introduction

1.1 Key Deliverables of the Study

1.2 Study Assumptions

1.3 Research Methodology

1.4 Key Findings of the Study

2. Executive Summary

3. Market Dynamics

3.1 Market Overview

3.2 Factors Driving the Market

3.2.1 Growing Focus on Customer Satisfaction

3.2.2 Increasing Adoption of Analytical Solutions

3.2.3 Growing Number of Call Centers in Emerging Economies

3.3 Factors Restraining the Market

3.3.1 Error-Prone Systems

3.3.2 Lack of Awareness of These Solutions

3.4 Industry Value Chain Analysis

3.5 Industry Attractiveness – Porter’s Five Forces

3.5.1 Bargaining Power of Suppliers

3.5.2 Bargaining Power of Consumers

3.5.3 Threat of New Entrants

3.5.4 Threat of Substitute Products or Services

3.5.5 Competitive Rivalry among Existing Competitors

4. Technology Overview

4.1 Technology Snapshot

4.2 Features Present in Speech Analytics Solutions

4.2.1 Phonetic Indexing

4.2.2 Speech-To-Text Transcription

4.2.3 Speaker Separation

4.2.4 Talk-over Analytics

4.2.5 Emotion Detection

4.3 Types of Speech Analytics Solutions

4.3.1 Speech Engine

4.3.2 Analysis and Indexing

4.3.3 Query Engine

4.3.4 Search Engine

4.3.5 Dashboards and Reports

4.4 New Developments in Speech Analytics

5. Speech Analytics Market Segmented by Type of Deployment

5.1 On-Premise

5.2 On-Demand

6. Speech Analytics Market Segmented By Type of Solution

6.1 Speech Engine

6.2 Analysis and Indexing

6.3 Query Engine

6.4 Search Engine

6.5 Dashboards and Reports

7. Speech Analytics Market Segmented by End-user Industry

7.1 Retail

7.2 Banking

7.3 Manufacturing

7.4 Communications

7.5 Travel and Transport

7.6 Professional Services

7.7 Energy

7.8 Healthcare

7.9 Government

7.10 Entertainment and Media

7.11 Others

8. Speech Analytics Market Segmented by Country

8.1 United Arab Emirates

8.2 Saudi Arabia

8.3 Qatar

8.4 Others

9. Speech Analytics Market by Size of Organization

9.1 Small

9.2 Medium

9.3 Large

10. Vendor Market Share Analysis

11. Competitive Intelligence and Profiles of Speech Analytics Vendors

11.1 Verint

11.1.1 Overview

11.1.2 Major Products and Services

11.1.3 Financials

11.1.4 Recent Developments

11.2 Nice

11.2.1 Overview

11.2.2 Major Products and Services

11.2.3 Financials

11.2.4 Recent Developments

11.3 Nexidia Inc.

11.3.1 Overview

11.3.2 Major Products and Services

11.3.3 Financials

11.3.4 Recent Developments

11.4 Avaya Inc.

11.4.1 Overview

11.4.2 Major Products and Services

11.4.3 Financials

11.4.4 Recent Developments

11.5 HP Autonomy

11.5.1 Overview

11.5.2 Major Products and Services

11.5.3 Financials

11.5.4 Recent Developments

11.6 CallMiner

11.6.1 Overview

11.6.2 Major Products and Services

11.6.3 Financials

11.6.4 Recent Developments

11.7 Genesys

11.7.1 Overview

11.7.2 Major Products and Services

11.7.3 Financials

11.7.4 Recent Developments

11.8 Interactive Intelligence Inc.

11.8.1 Overview

11.8.2 Major Products and Services

11.8.3 Financials

11.8.4 Recent Developments

11.9 Mattersight Corporation

11.9.1 Overview

11.9.2 Major Products and Services

11.9.3 Financials

11.9.4 Recent Developments

11.10 AVOKE Analytics

11.10.1 Overview

11.10.2 Major Products and Services

11.10.3 Financials

11.10.4 Recent Developments

11.11 Sabio

11.11.1 Overview

11.11.2 Major Products and Services

11.11.3 Financials

11.11.4 Recent Developments

12. Investment Analysis

12.1 Recent Mergers & Acquisitions

12.2 Investor Outlook

13. Future of Middle East and Africa Speech Analytics Market

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