全球客戶語音 (VoC) 市場分析：增長機會

借助準確的 VoC 數據，公司可以改善其客戶體驗 (CX)，滿足市場上未滿足的需求，並使自己從競爭對手中脫穎而出。公司使用自然語言處理（NLP）、機器學習（ML）、文本分析、計算語言學等技術來識別客戶話語背後的觀點、意圖和情緒，如情感分析、VoC 可以發布。引入情緒分析可為您的組織帶來多項好處，包括投資回報率、收入、成本節約、提高客戶保留率和改進 CX。

本報告調查和分析全球客戶語音 (VoC) 分析市場，並提供有關戰略要求、VoC 技術優勢、VoC 數據分析流程、客戶觀點、市場增長分析和供應商概況的信息。它提供。

目錄

戰略要求

• 為什麼增長變得越來越困難？
• 戰略要點 8 (TM)
• 三大戰略要求對全球 VoC 行業的影響
• 增長機會推動增長管道引擎 (TM)

VoC 市場介紹

• VoC 簡介-為什麼公司是跨渠道解釋的重要視角

VoC技術的優勢

• NLP 和 Voc 情緒分析的好處

VoC數據分析流程——從VoC數據到行動

• VoC 數據分析流程-從 VoC 數據到行動

客戶視角

• 最優先的 CX：世界 (2021-2022)
• 支持的交互渠道（按行業）：全球（2021-202 年）
• COVID-19 技術重點（按行業）：全球（2021-202 年）
• 大流行導致的 CSAT 分數變化：全球（2021-2022 年及以後）
• 從關鍵客戶的角度洞察

市場增長分析

• VoC 工具可提升員工和客戶體驗
• 主要市場和技術趨勢
• 增長動力
• 增長限制

VoC 提供商簡介

• VoC 提供商資料的標準
• 調用礦工
• 思科
• DataEQ（原名 Brands Eye）
• 瞬間
• 不錯
• SANDSIV
• Verint
• Wonderflow
• 未來三年 VoC 供應商關注領域
• 優化 VoC 工具部署的 3 個步驟

增長機會宇宙

• VoC 市場增長機會
• 增長機會 1-通過合作、收購和合併來提高產能和擴大效用
• 增長機會 2 - 增強可視化和報告功能，以實現與競爭對手的差異化
• 增長機會3-強調安全和數據合規以加深客戶信任
• 相關定義
• 圖表列表
• 免責聲明

Future Growth Potential for Businesses Using Data-driven Tools to Capture Customer Sentiment during their End-to-end Digital Journey

Well-established businesses receive massive amounts of feedback every day, obtained through eCommerce platforms, customer support calls, emails, social media platforms, bots, and chats. This presents companies with an opportunity to collect remarkable volumes of customer data that they can use to enhance market intelligence.

VoC refers to the practice of collecting, analyzing, and distributing customer feedback to improve a product, solution, or service. With accurate VoC data, businesses can enhance customer experience (CX), meet unmet needs in the marketplace, and differentiate themselves from competitors. Companies can unlock VoC through technologies such as sentiment analysis, which uses natural language processing (NLP), machine learning (ML), text analysis, and computational linguistics to identify the opinion, intent, or emotion behind the customers' words.

Sentiment analysis is redefining the VoC landscape, and it complements surveys and other traditional solicited feedback methods. The implementation of sentiment analysis brings several benefits to organizations, including the potential to increase RoI, revenue, and cost savings; the ability to boost customer retention; and the capability to offer an enhanced CX. In addition, VoC platforms can generate automated, complex, and actionable insights that will change how businesses operate. Advancements in AI and IoT paired with higher sentiment analysis adoption guarantees a bright future for VoC tools.

This report discusses noteworthy industry trends, key insights about technology optimization for VoC customers, industry growth drivers and restraints, VoC solution vendors' focus for the next 3 years, and VoC growth opportunities. The report also profiles 7 leading VoC solutions providers.

In preparing this report, Frost & Sullivan conducted interviews with executives from the leading VoC solution providers across the globe. Unless otherwise noted, the opinions expressed in this assessment are those of Frost & Sullivan and have been developed through our research, interviews, and analysis. Frost & Sullivan has a global team of analysts and consultants who continuously research a wide range of markets across multiple sectors and geographies. As part of this ongoing research, we identify companies that are true industry leaders, delivering best practices in what we term growth, innovation, and leadership (GIL). These companies have a keen eye on the future and drive innovation that meets upcoming needs before they become commonly visible. They are often the first to market with new solutions. These service and solution providers focus on delivering the best products at optimal prices to maximize customer value and CX, and by doing so are growth leaders in their respective industries.

Table of Contents

Strategic Imperatives

• Why Is It Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• The Impact of the Top Three Strategic Imperatives on the Global VoC Industry
• Growth Opportunities Fuel the Growth Pipeline Engine™

Introduction to the VoC Market

• Introduction to VoC-Why It Is a Crucial Perspective that Companies Must Account for Across Channels

Benefits of VoC Technologies

• Benefits of NLP and Sentiment Analysis for VoC
• Benefits of NLP and Sentiment Analysis for VoC (continued)

VoC Data Analysis Process-From VoC Data to Action

• VoC Data Analysis Process-From VoC Data to Action

Customer Perspectives

• Top CX Priorities, Global, 2021 to 2022
• Interaction Channels Supported, by Industry, Global, 2021 to 2022
• Priority of Technologies due to COVID-19, by Industry, Global, 2021 to 2022
• Change in CSAT Score since Pandemic, Global, 2021 to 2022
• Key Customer Perspective Insights

Market Growth Analysis

• VoC Tools Boost Employee Experience and Customer Experience
• Major Market & Technology Trends
• Growth Drivers
• Growth Restraints

VoC Provider Profiles

• VoC Provider Profiles Inclusion Criteria
• CallMiner
• Cisco
• DataEQ (Formerly BrandsEye)
• InMoment
• NICE
• SANDSIV
• Verint
• Wonderflow
• VoC Vendors' Focus Areas for the Next 3 Years
• 3 Steps to Optimize VoC Tool Deployment

Growth Opportunity Universe

• VoC Market Growth Opportunities
• Growth Opportunity 1-Partnerships, Acquisitions, and Mergers to Boost Capabilities and Expand Utility
• Growth Opportunity 1-Partnerships, Acquisitions, and Mergers to Boost Capabilities and Expand Utility (continued)
• Growth Opportunity 2-Enhancement of Visualization and Reporting Capabilities to Achieve Competitive Differentiation
• Growth Opportunity 2-Enhancement of Visualization and Reporting Capabilities to Achieve Competitive Differentiation (continued)
• Growth Opportunity 3-Emphasis on Security and Data Compliance to Deepen Customer Trust
• Growth Opportunity 3-Emphasis on Security and Data Compliance to Deepen Customer Trust (continued)
• Relevant Definitions
• Relevant Definitions (continued)
• List of Exhibits
• Legal Disclaimer