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音声バイオメトリクス製品と市場分析

2016 Voice Biometrics Product and Market Report

発行 DMG Consulting LLC 商品コード 359397
出版日 ページ情報 英文
納期: 即日から翌営業日
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音声バイオメトリクス製品と市場分析 2016 Voice Biometrics Product and Market Report
出版日: 2016年07月20日 ページ情報: 英文
概要

音声バイオメトリクスは、新しい技術ではなく、これまでにも、さまざまな業界で利用されてきました。しかし、最近の技術革新、実装プロセスにおけるスピードやコストの改善、クラウドでアプリケーションの利用が可能になったことで、企業や顧客は音声バイオメトリクスを利用しやすくなっています。

当レポートでは、音声バイオメトリクス製品と市場について調査分析し、市場分析と新興のソリューションに焦点を当てて、市場動向や課題、製品の技術革新、競合情勢、市場活動、5ヶ年予測など、体系的な情報を提供しています。

第1章 エグゼクティブサマリー

第2章 イントロダクション

第3章 調査手法

第4章 音声バイオメトリクスとは

  • 定義
  • 仕組み
  • 構成要素
  • 精度
  • 同調
  • ベンダーの定義

第5章 音声バイオメトリクスの利用と利点

  • 産業分野別
  • 誤解

第6章 コンタクトセンターの音声バイオメトリクス

  • 登録
  • 検証
  • 不正認証

第7章 コンタクトセンター以外の音声バイオメトリクスの利用

第8章 電子署名

第9章 コンプライアンスと規制

第10章 音声バイオメトリクスの動向と課題

  • 動向
  • 課題

第11章 音声バイオメトリクスの役割

第12章 音声バイオメトリクスの競合情勢

第13章 音声バイオメトリクス市場の活動分析

  • 市場活動の分析

第14章 コンタクトセンター音声バイオメトリクス市場の予測

第15章 高レベル機能サマリー

第16章 高レベル技術サマリー

  • セキュリティ
  • 管理
  • 統合

第17章 ベンダーとソリューション

  • 企業スナップショット
  • ベンダー提供のサービスと製品
  • ダッシュボードとレポート

第18章 実装分析

  • 実装プロセス
  • 実装ベストプラクティス
  • トレーニングと専門サービス
  • メンテナンスとサポート

第19章 音声バイオメトリクス市場の技術革新

第20章 価格設定

  • プレミス
  • クラウド
  • マネージドサービス

第21章 企業レポート

  • Auraya Systems Pty Ltd
  • NICE
  • Nuance Communications, Inc.
  • SESTEK
  • TradeHarbor, Inc.
  • ValidSoft UK Ltd.
  • Verint Systems

付録

図表

目次

Voice biometrics is not a new technology; it has been around for close to 20 years and has been used in a variety of industries. However, recent technical innovations, improvements in the speed and cost of the implementation process, and availability of these applications in the cloud are making voice biometrics more accessible for companies and their customers. Voice biometrics is a technology that uses the distinct characteristics of each speaker's voice to identify them. Since each voiceprint is unique to every individual and non-replicable, biometrics can be a highly effective and secure method of identification, authentication, or even proof of life. For contact centers, voice biometrics has emerged as an important tool for effectively and securely handling customer identification, authentication and fraud mitigation. As the old and proven ways of verifying callers are being challenged as too unreliable and risky due to social engineering, voice biometrics is emerging as the most viable and cost-effective approach for providing security, which is an essential element of the servicing experience.

When it comes to contact centers, voice biometrics' primary applications remain authentication and fraud mitigation, two uses that could save companies millions of dollars and improve the customer experience. The need for strong, multi-factor authentication is increasing, as the number of fraud attacks on enterprises, government agencies and personal systems continues to grow. Voice biometrics is an ideal method for validating callers and preventing fraudulent activity in contact centers. The voiceprints that are the foundation of a voice biometrics program cannot be decoded, reconstructed or used by another system, even if the voice biometrics application is hacked.

The voice biometrics market is confusing because each vendor has their own unique approach and no two solutions are alike. Prospects cannot easily compare the functionality, effectiveness and accuracy of the offerings, and it is difficult to verify vendor claims. This Report is designed to demystify the market and its products, and synthesize the information in a cohesive manner to give IT and business managers the information they need to better understand this emerging IT sector.

The 2016 Voice Biometrics Product and Market Report is the only in-depth analysis of these emerging solutions, covering vendors, products, functional capabilities, prices, and more. This Report presents information about how these solutions are being used, their benefits, as well as insights into emerging best practices. It also analyzes market trends and challenges, product innovation, reviews the competitive landscape, and presents market activity data and 5-year projections. The Report covers seven vendors who provide voice biometrics solutions to contact centers, although most of these solutions are designed for broader use across many verticals. The 6 vendors covered in detail in this Report are Auraya, NICE, Nuance, SESTEK, TradeHarbor and Verint Systems. A seventh vendor, ValidSoft, is covered at a high level.

Key Elements of This Report

  • Definition of voice biometrics: what it is, how it works, and an examination of the functional components that comprise these solutions
  • Insights into the current uses and applications of voice biometrics and their benefits for customers, contact centers and agents
  • A look at non-contact-center applications for voice biometrics, including e-Signature
  • Discussion of the regulatory issues that can potentially impact the voice biometrics market
  • A review of the market trends and challenges that are driving investments and vendor innovation
  • The role of voice biometrics in the customer journey
  • Review and assessment of the voice biometrics competitive landscape
  • Voice biometrics market activity analysis and 5-year market growth projections
  • Overview of the 7 leading and contending voice biometrics vendors, including company snapshots and product offerings
  • Implementation analysis, including vendor methodology, best practices, training and professional services, and maintenance and support
  • Discussion of voice biometrics market innovation, including new features and enhancements that are planned for delivery in the next 12 - 18 months
  • Vendor pricing models for on-premise, cloud-based and managed service voice biometrics solutions
  • Detailed company reports for the 7 leading and contending voice biometrics vendors, analyzing their products, functionality and future product development plans
  • Comprehensive Voice Biometrics Vendor Directory
  • Voice Biometrics Glossary of Terms

Report Highlights

  • Voice biometrics is replacing outdated and fraud-prone authentication processes : Contact centers are adopting voice biometrics to protect their customers and cut losses while improving the service experience.
  • The voice biometrics market is seeing increases in global presence and momentum : Voice biometrics solutions are starting to be used around the world, due to their effectiveness and proven value. While early adopters primarily used the technology in their contact centers, many companies in a variety of verticals have begun to find new uses for these solutions throughout the enterprise.
  • Companies and consumers alike benefit from voice biometrics : Voice biometrics technology helps both contact centers and their customers by addressing customer security and privacy concerns, smoothing the way for improved rapport between customers and agents, and reducing contact handling time and operating costs.
  • Voice biometrics is an important element of omni-channel support : To address the growing number of communications channels, voice biometrics solutions are beginning to support interactive voice response (IVR), mobile apps, web applications, and audio and video conference calls.

SAMPLE FIGURE

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Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1 Report Participation Criteria

4. What is Voice Biometrics?

  • 4.1 DMG's Definition of Voice Biometrics
  • 4.2 How it Works
  • 4.3 Voice Biometrics Application Building Blocks
  • 4.4 Accuracy
  • 4.5 Tuning
  • 4.6 Vendor Definitions of Voice Biometrics

5. Voice Biometrics Uses and Benefits

  • 5.1 Vertical Applications
  • 5.2 Misconceptions about Voice Biometrics

6. Voice Biometrics in Contact Centers

  • 6.1 Enrollment
  • 6.2 Verification
  • 6.3 Fraud Identification

7. Non-Contact-Center Voice Biometric Applications

8. e-Signature

9. Compliance and Regulations

10. Voice Biometrics Trends and Challenges

  • 10.1. Voice Biometrics Trends for 2016
  • 10.2 Voice Biometrics Challenges for 2016

11. Voice Biometrics' Role in the Customer Journey

12. Voice Biometrics Competitive Landscape

13. Voice Biometrics Market Activity Analysis

  • 13.1 Measuring Contact Center Voice Biometrics Market Activity

14. Contact Center Voice Biometrics Market Projections

15. High-Level Functional Summary

16. High-Level Technical Summary

  • 16.1 Security
  • 16.2 Administration
  • 16.3 Integration

17. Vendors and Solutions

  • 17.1 Company Snapshot
  • 17.2 Vendor Offerings and Products
  • 17.3 Dashboards and Reporting

18. Implementation Analysis

  • 18.1 Implementation Process
  • 18.2 Implementation Best Practices
  • 18.3 Training and Professional Services
  • 18.4 Maintenance and Support

19. Voice Biometrics Market Innovation

20. Pricing

  • 20.1 Premise-Based Pricing
  • 20.2 Cloud-Based Pricing
  • 20.3 Managed Service Pricing

21. Company Reports

  • 21.1 Auraya Systems Pty Ltd
  • 21.2 NICE
  • 21.3 Nuance Communications, Inc.
  • 21.4 SESTEK
  • 21.5 TradeHarbor, Inc.
  • 21.6 ValidSoft UK Ltd.
  • 21.7 Verint Systems

Appendix A: Voice Biometrics Glossary of Terms

Appendix B: Voice Biometrics Vendor Directory

TABLE OF FIGURES

  • Figure 1: Voice Biometrics Technology Building Blocks
  • Figure 2: Accuracy
  • Figure 3: Tuning
  • Figure 4: Vendor Definitions of Voice Biometrics
  • Figure 5: The Uses and Benefits of Voice Biometrics
  • Figure 6: Summary of Voice Biometrics Benefits
  • Figure 7: Uses and Benefits, by Vendor
  • Figure 8: Vertical Solutions
  • Figure 9: Enrollment
  • Figure 10: Verification
  • Figure 11: Fraud
  • Figure 12: e-Signature
  • Figure 13: Privacy Laws Applicable to Voice Biometrics
  • Figure 14: 2016 Voice Biometrics Trends
  • Figure 15: 2016 Voice Biometrics Challenges
  • Figure 16: Voice Biometrics Improves the Customer Experience
  • Figure 17: Contact Center Voice Biometrics Customer Growth Rate, 2016 - 2021
  • Figure 18: High-Level Functional Summary
  • Figure 19: High-Level Technical Summary
  • Figure 20: Security
  • Figure 21: Administration
  • Figure 22: Integration Capabilities
  • Figure 23: Company Snapshot of May 2016
  • Figure 24: Product Modules
  • Figure 25: Dashboards and Reporting and Analytical Capabilities
  • Figure 26: Implementation Process
  • Figure 27: Implementation Best Practices
  • Figure 28: Training and Professional Services
  • Figure 29: Maintenance and Ongoing Support
  • Figure 30: Emerging Voice Biometrics Capabilities, by Category
  • Figure 31: Pricing: Premise-Based Voice Biometrics Solution
  • Figure 32: Pricing: Cloud Based Voice Biometrics Solution
  • Figure 33: Pricing: Managed Service Voice Biometrics Solution
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