市場調査レポート
商品コード
1073223

コンタクトセンターアナリティクスの世界市場 - 2027年までの予測:コンポーネント別 (ソフトウェア、サービス) 、展開モード別、組織規模別、アプリケーション別 (ACD、リスク・コンプライアンス管理、ワークフォース最適化) 、業種別、地域別

Contact Center Analytics Market by Component (Software and Services), Deployment Mode, Organization Size, Application (Automatic Call Distributor, Risk and Compliance Management, and Workforce Optimization), Vertical and Region - Global Forecast to 2027

出版日: | 発行: MarketsandMarkets | ページ情報: 英文 263 Pages | 納期: 即納可能 即納可能とは

価格
価格表記: USDを日本円(税抜)に換算
本日の銀行送金レート: 1USD=129.43円
コンタクトセンターアナリティクスの世界市場 - 2027年までの予測:コンポーネント別 (ソフトウェア、サービス) 、展開モード別、組織規模別、アプリケーション別 (ACD、リスク・コンプライアンス管理、ワークフォース最適化) 、業種別、地域別
出版日: 2022年05月03日
発行: MarketsandMarkets
ページ情報: 英文 263 Pages
納期: 即納可能 即納可能とは
  • 全表示
  • 概要
  • 目次
概要

世界のコンタクトセンターアナリティクスの市場規模は、2022年の17億米ドルから、2027年までに29億米ドルに達し、予測期間中のCAGRで11.7%の成長が予測されています。

先進のコンタクトセンター技術の採用の増加、優れたカスタマーエクスペリエンス管理ソリューションの需要、COVID-19中/後のクラウドベースのコンタクトセンターソリューションの採用の増加などのさまざまな要因が、コンタクトセンターアナリティクス技術・サービスの採用を促進すると予想されます。

当レポートでは、世界のコンタクトセンターアナリティクス市場について調査分析し、市場概要、業界動向、セグメント別の市場分析、競合情勢、主要企業などについて、最新の情報を提供しています。

目次

第1章 イントロダクション

第2章 調査手法

第3章 エグゼクティブサマリー

第4章 重要考察

第5章 市場概要と業界動向

  • 市場力学
    • 促進要因
    • 抑制要因
    • 機会
    • 課題
  • コンタクトセンターアナリティクス市場:COVID-19の影響
  • コンタクトセンターアナリティクス:進化
  • ケーススタディ分析
  • サプライ/バリューチェーン分析
  • 主要会議とイベント
  • ポーターのファイブフォース分析
  • 技術分析
  • 規制の影響

第6章 コンタクトセンターアナリティクス市場:コンポーネント別

  • ソフトウェア
  • サービス

第7章 コンタクトセンターアナリティクス市場:展開モード別

  • オンプレミス
  • クラウド

第8章 コンタクトセンターアナリティクス市場:組織規模別

  • 中小企業
  • 大企業

第9章 コンタクトセンターアナリティクス市場:アプリケーション別

  • カスタマーエクスペリエンス管理
  • ログ管理
  • リスク・コンプライアンス管理
  • リアルタイムモニタリング・レポーティング
  • ワークフォース最適化
  • ACD (着信呼自動分配装置)
  • その他

第10章 コンタクトセンターアナリティクス市場:業種別

  • 銀行・金融サービス・保険
  • 医療・ライフサイエンス
  • 製造
  • 小売・消費財
  • エネルギー・ユーティリティ
  • 通信・IT
  • 旅行・ホスピタリティ
  • 政府・公共部門
  • その他

第11章 コンタクトセンターアナリティクス市場:地域別

  • 北米
  • 欧州
  • アジア太平洋
  • 中東・アフリカ
  • ラテンアメリカ

第12章 競合情勢

  • 概要
  • 主要企業戦略
  • 収益分析
  • 市場シェア分析
  • 競合ベンチマーキング
  • 企業の評価象限
  • スタートアップ/中小企業の評価象限
  • 競合シナリオ

第13章 企業プロファイル

  • 主要企業
    • CISCO
    • GENPACT
    • SAP
    • ORACLE
    • AVAYA
    • NICE
    • 8X8
    • FIVE9
    • TALKDESK
    • CALLMINER
    • SERVION GLOBAL SOLUTIONS
    • GENESYS
    • VIRTUALPBX
    • CHASEDATA
    • BROADVOICE
    • SINGLECOMM
    • LIVEAGENT
    • CLOUDTALK
    • AIRCALL
    • BRIGHT PATTERN
    • DIXA
    • CALLHIPPO
    • STRATEGIC CONTACT
    • 3CLOGIC
    • METROCALL

第14章 付録

目次
Product Code: TC 5414

The contact center analytics market size to grow from USD 1.7 billion in 2022 to USD 2.9 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 11.7% during the forecast period. Various factors such as rising adoption of advanced contact center technologies, demand for better customer experience management solutions, and increasing adoption of cloud-based contact center solutions during and after COVID-19 are expected to drive the adoption of contact center analytics technologies and services.

Contact center analytics can be described briefly as the analysis of typical contact centre metrics for determining trends, impacts, causes, and outcomes. It is the combination of various advanced analytics technologies such as speech and text analytics, customer analytics, predictive analytics, and performance analytics.

The contact center analytics market is expected to grow owing to several factors, such as the rising demand for speech and text analytics and rising adoption of advanced contact center technologies. The speech analytics software focuses on the voice of the customer and provides companies with insights into customer sentiments and satisfaction levels. It can prove to be a crucial tool to improve the FCR, reduce wait times, and measure agent performance. The infusion of analytics to monitor and analyze interactions for providing customized responses and video enablement to engage in face-to-face video calls adds to the benefits of modern-age contact centers.

The COVID-19 pandemic has affected the contact center analytics market. However, companies are still leveraging contact center analytics solutions for customer experience management, real-time monitoring and reporting, risk and compliance management, automatic call distributor, workforce optimization, and smart quarantining. Governments, as well as private companies across verticals, are adopting contact center analytics solutions to provide fast and better services to their customers and employees.

The Cross-channel Analytics software to hold higher CAGR during the forecast period

By software, the contact center analytics market has been segmented into speech analytics, cross-channel analytics, predictive analytics, performance analytics, desktop analytics, and text analytics. The CAGR of the cross-channel analytics software segment is estimated to be the largest during the forecast period. Cross-channel analytics tracks customer behavior across multiple channels, understands the difficulties, and enhances customer experience. It also extracts BI from real-time customer interactions across different channels, including email, SMS, and voice. Cross-channel analytics requires a sophisticated solution that helps analyze the customer behavior using statistics, predictive, and other analytic solutions, and respond to their queries in minimal time.

The Professional Services segment to have the largest market size during the forecast period

The contact center analytics market has been segmented by services into professional and managed services. The professional services segment is expected to hold a higher CAGR as well as the largest market size during the forecast period. The professional services in the contact center analytics market are provided in the form of support and maintenance, and consulting services. Support and maintenance services play an integral part in onboard solution deployment, training, handling, and maintenance of software solutions.

APAC to hold highest CAGR during the forecast period

APAC is expected to hold a higher CAGR during the forecast period. The region will be booming, as some major multinational players are showing interests in the region, as well as a lot of new entrepreneur setups are taking place, who are mostly very keen to adopt newer technologies to stay ahead in the competition. China, Japan, and India are showing ample growth opportunities in the contact center analytics market.

Breakdown of primaries

In-depth interviews were conducted with Chief Executive Officers (CEOs), innovation and technology directors, system integrators, and executives from various key organizations operating in the contact center analytics market.

  • By Company: Tier I: 35%, Tier II: 45%, and Tier III: 20%
  • By Designation: C-Level Executives: 35%, D-Level Executives: 25%, and Managers: 40%
  • By Region: APAC: 25%, Europe: 30%, North America: 30%, MEA: 10%, Latin America: 5%

The report includes the study of key players offering contact center analytics solutions and services. It profiles major vendors in the contact center analytics market. The major players in the contact center analytics market include Cisco (US), Genpact (US), SAP (Germany), Oracle (US), Avaya (US), NICE (US), 8x8 (US), Five9 (US), Talkdesk (US), CallMiner (US), Servion Global Solutions (US), Genesys (US), VirtualPBX (US), ChaseData (US), and Broadvoice (US).

Research Coverage

The market study covers the contact center analytics market across segments. It aims at estimating the market size and the growth potential of this market across different segments, such as components, mapping type, application, vertical, and region. It includes an in-depth competitive analysis of the key players in the market, along with their company profiles, key observations related to product and business offerings, recent developments, and key market strategies.

Key Benefits of Buying the Report

The report would provide the market leaders/new entrants in this market with information on the closest approximations of the revenue numbers for the overall contact center analytics market and its subsegments. It would help stakeholders understand the competitive landscape and gain more insights better to position their business and plan suitable go-to-market strategies. It also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 OBJECTIVES OF THE STUDY
  • 1.2 MARKET DEFINITION
    • 1.2.1 INCLUSIONS AND EXCLUSIONS
  • 1.3 MARKET SCOPE
    • 1.3.1 MARKET SEGMENTATION
    • 1.3.2 REGIONS COVERED
    • 1.3.3 YEARS CONSIDERED FOR THE STUDY
  • 1.4 CURRENCY CONSIDERED
    • TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2019-2021
  • 1.5 STAKEHOLDERS
  • 1.6 SUMMARY OF CHANGES

2 RESEARCH METHODOLOGY

  • 2.1 RESEARCH DATA
    • FIGURE 1 GLOBAL CONTACT CENTER ANALYTICS MARKET: RESEARCH DESIGN
    • 2.1.1 SECONDARY DATA
    • 2.1.2 PRIMARY DATA
    • TABLE 2 PRIMARY INTERVIEWS
      • 2.1.2.1 Breakup of primary profiles
      • 2.1.2.2 Key industry insights
  • 2.2 MARKET BREAKUP AND DATA TRIANGULATION
    • FIGURE 2 DATA TRIANGULATION
  • 2.3 MARKET SIZE ESTIMATION
    • FIGURE 3 CONTACT CENTER ANALYTICS MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
    • 2.3.1 TOP-DOWN APPROACH
    • 2.3.2 BOTTOM-UP APPROACH
    • FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 1 (SUPPLY-SIDE): REVENUE OF SOLUTIONS/SERVICES OF THE CONTACT CENTER ANALYTICS MARKET
    • FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE OF ALL SOLUTIONS/SERVICES OF THE CONTACT CENTER ANALYTICS MARKET
    • FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOFTWARE/SERVICES OF THE CONTACT CENTER ANALYTICS MARKET
    • FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CONTACT CENTER ANALYTICS THROUGH OVERALL CONTACT CENTER ANALYTICS SPENDING
  • 2.4 MARKET FORECAST
    • TABLE 3 FACTOR ANALYSIS
  • 2.5 ASSUMPTIONS FOR THE STUDY
  • 2.6 LIMITATIONS OF THE STUDY

3 EXECUTIVE SUMMARY

    • TABLE 4 GLOBAL CONTACT CENTER ANALYTICS MARKET AND GROWTH RATE, 2016-2021 (USD MILLION, Y-O-Y%)
    • TABLE 5 GLOBAL CONTACT CENTER ANALYTICS MARKET AND GROWTH RATE, 2022-2027 (USD MILLION, Y-O-Y%)
    • FIGURE 8 SOFTWARE SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 2022
    • FIGURE 9 PROFESSIONAL SERVICES SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 2022
    • FIGURE 10 SPEECH ANALYTICS SOFTWARE SEGMENT EXPECTED TO DOMINATE THE MARKET IN 2022
    • FIGURE 11 CLOUD SEGMENT EXPECTED TO LEAD THE MARKET IN 2022
    • FIGURE 12 CUSTOMER EXPERIENCE MANAGEMENT SEGMENT EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE IN 2022
    • FIGURE 13 NORTH AMERICA EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SHARE IN 2022

4 PREMIUM INSIGHTS

  • 4.1 ATTRACTIVE OPPORTUNITIES IN THE CONTACT CENTER ANALYTICS MARKET
    • FIGURE 14 INCREASING ADOPTION OF AI AND ML TECHNOLOGIES TO BOOST THE MARKET GROWTH
  • 4.2 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL
    • FIGURE 15 BANKING, FINANCIAL SERVICES, AND INSURANCE SEGMENT EXPECTED TO LEAD THE MARKET BY 2027
  • 4.3 CONTACT CENTER ANALYTICS MARKET, BY REGION
    • FIGURE 16 NORTH AMERICA EXPECTED TO ACCOUNT FOR LARGEST MARKET SHARE IN 2022
  • 4.4 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION AND SOFTWARE
    • FIGURE 17 CUSTOMER EXPERIENCE MANAGEMENT AND SPEECH ANALYTICS SEGMENTS ESTIMATED TO ACCOUNT FOR A SIGNIFICANT MARKET SHARE IN 2022

5 MARKET OVERVIEW AND INDUSTRY TRENDS

  • 5.1 INTRODUCTION
  • 5.2 MARKET DYNAMICS
    • FIGURE 18 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CONTACT CENTER ANALYTICS MARKET
    • 5.2.1 DRIVERS
      • 5.2.1.1 Rising adoption of advanced contact center technologies
      • 5.2.1.2 Demand for better customer experience management solutions
      • 5.2.1.3 Increasing adoption of cloud-based contact center solutions during and after COVID-19
    • 5.2.2 RESTRAINTS
      • 5.2.2.1 High cost of investment
      • 5.2.2.2 Regulations and legal issues
      • 5.2.2.3 Impact of IVR frauds and cyber-attacks on business operations
    • 5.2.3 OPPORTUNITIES
      • 5.2.3.1 Rising demand for speech and text analytics
      • 5.2.3.2 Dynamic customer demand for robust self-service interactions
    • 5.2.4 CHALLENGES
      • 5.2.4.1 Data privacy and security concerns
      • 5.2.4.2 Lack of a clear and holistic analytics approach in contact centers
  • 5.3 CONTACT CENTER ANALYTICS MARKET: COVID-19 IMPACT
  • 5.4 CONTACT CENTER ANALYTICS: EVOLUTION
    • FIGURE 19 EVOLUTION OF CONTACT CENTER ANALYTICS
  • 5.5 CASE STUDY ANALYSIS
    • 5.5.1 BANKING, FINANCIAL SERVICES, AND INSURANCE
      • 5.5.1.1 Case study: Maximize marketing campaign effectiveness during the pandemic
    • 5.5.2 HEALTHCARE AND LIFE SCIENCES
      • 5.5.2.1 Case study: Leveraging agent assist to improve efficiency and call quality
    • 5.5.3 MANUFACTURING
      • 5.5.3.1 Case study: Improving disaster preparedness and call center services
    • 5.5.4 RETAIL AND CONSUMER GOODS
      • 5.5.4.1 Case study: Enhancing personalized experiences with high-speed innovation
    • 5.5.5 TRAVEL AND HOSPITALITY
      • 5.5.5.1 Case study 1: Enabling omnichannel communication and omnichannel quality management for better customer service and agent empowerment
    • 5.5.6 GOVERNMENT AND PUBLIC SECTOR
      • 5.5.6.1 Case study 2: Improving efficiency during the busiest season
    • 5.5.7 ENERGY AND UTILITIES
      • 5.5.7.1 Case study 3: Increasing client base, tracking calls, and improving bonding with employees
    • 5.5.8 TELECOM AND IT
      • 5.5.8.1 Case study 4: Increasing customer service by reducing the number of dropped calls, time lags, and eliminating line disturbances
    • 5.5.9 ECOSYSTEM
    • FIGURE 20 CONTACT CENTER MARKET: ECOSYSTEM
  • 5.6 SUPPLY/VALUE CHAIN ANALYSIS
    • FIGURE 21 SUPPLY/VALUE CHAIN ANALYSIS
    • TABLE 6 CONTACT CENTER ANALYTICSMARKET: VALUE/SUPPLY CHAIN
    • 5.6.1 PATENT ANALYSIS
      • 5.6.1.1 Methodology
      • 5.6.1.2 Document type
    • TABLE 7 PATENTS FILED, 2018-2021
      • 5.6.1.3 INNOVATION AND PATENT APPLICATIONS
    • FIGURE 22 TOTAL NUMBER OF PATENTS GRANTED IN A YEAR, 2018-2021
      • 5.6.1.4 Top applicants
    • FIGURE 23 TOP 10 COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS, 2018-2021
    • 5.6.2 PRICING MODEL ANALYSIS, 2021
    • TABLE 8 CONTACT CENTER ANALYTICS MARKET: PRICING MODEL ANALYSIS, 2021
  • 5.7 KEY CONFERENCES & EVENTS IN 2022-2023
    • TABLE 9 CONTACT CENTER MARKET: DETAILED LIST OF CONFERENCES & EVENTS
  • 5.8 PORTER'S FIVE FORCES ANALYSIS
    • FIGURE 24 CONTACT CENTER ANALYTICS MARKET: PORTER'S FIVE FORCES ANALYSIS
    • TABLE 10 CONTACT CENTER ANALYTICS MARKET: PORTER'S FIVE FORCES ANALYSIS
    • 5.8.1 THREAT OF NEW ENTRANTS
    • 5.8.2 THREAT OF SUBSTITUTES
    • 5.8.3 BARGAINING POWER OF SUPPLIERS
    • 5.8.4 BARGAINING POWER OF BUYERS
    • 5.8.5 INTENSITY OF COMPETITIVE RIVALRY
  • 5.9 TECHNOLOGY ANALYSIS
    • 5.9.1 AI AND CONTACT CENTER ANALYTICS
    • 5.9.2 ML AND CONTACT CENTER ANALYTICS
    • 5.9.3 NLP AND CONTACT CENTER ANALYTICS
    • 5.9.4 CLOUD COMPUTING AND CONTACT CENTER ANALYTICS
    • 5.9.5 ADVANCED ANALYTICS
      • 5.9.5.1 Speech analytics
      • 5.9.5.2 Social media analytics
      • 5.9.5.3 Predictive analytics
      • 5.9.5.4 Sentiment analytics
      • 5.9.5.5 Real-time monitoring and analytics
  • 5.10 REGULATORY IMPLICATIONS
    • 5.10.1 INTRODUCTION
    • 5.10.2 SARBANES-OXLEY ACT OF 2002
    • 5.10.3 GENERAL DATA PROTECTION REGULATION
    • 5.10.4 CALIFORNIA CONSUMER PRIVACY ACT
    • 5.10.5 THE INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 27001
    • 5.10.6 PERSONAL DATA PROTECTION ACT
    • 5.10.7 OPEN GEOSPATIAL CONSORTIUM
    • 5.10.8 WORLD WIDE WEB CONSORTIUM

6 CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

  • 6.1 INTRODUCTION
    • 6.1.1 COMPONENT: CONTACT CENTER ANALYTICS MARKET DRIVERS
    • 6.1.2 COMPONENT: COVID-19 IMPACT
    • FIGURE 25 SERVICES SEGMENT EXPECTED TO GROW AT A LARGER MARKET SIZE DURING THE FORECAST PERIOD
    • TABLE 11 CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 12 CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
  • 6.2 SOFTWARE
    • 6.2.1 DIGITIZATION AND TECHNOLOGICAL ADVANCEMENTS IN CONTACT CENTER ANALYTICS SOFTWARE
    • FIGURE 26 SPEECH ANALYTICS SEGMENT EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE BY 2027
    • TABLE 13 CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016-2021 (USD MILLION)
    • TABLE 14 CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022-2027 (USD MILLION)
      • 6.2.1.1 Speech analytics
    • TABLE 15 SPEECH ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 16 SPEECH ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
      • 6.2.1.2 Cross-channel analytics
    • TABLE 17 CROSS-CHANNEL ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 18 CROSS-CHANNEL ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
      • 6.2.1.3 Predictive analytics
    • TABLE 19 PREDICTIVE ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 20 PREDICTIVE ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
      • 6.2.1.4 Performance analytics
    • TABLE 21 PERFORMANCE ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 22 PERFORMANCE ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
      • 6.2.1.5 Text analytics
    • TABLE 23 TEXT ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 24 TEXT ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
      • 6.2.1.6 Desktop analytics
    • TABLE 25 DESKTOP ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 26 DESKTOPS ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 6.3 SERVICES
    • 6.3.1 SERVICES IDENTIFY THE TYPE OF INTEGRATION REQUIRED BY ORGANIZATIONS TO MEET THEIR CONTACT CENTER DEMANDS
    • FIGURE 27 PROFESSIONAL SERVICES SEGMENT EXPECTED TO GROW AT A HIGHER RATE DURING THE FORECAST PERIOD
    • TABLE 27 CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016-2021 (USD MILLION)
    • TABLE 28 CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022-2027 (USD MILLION)
      • 6.3.1.1 Professional services
    • TABLE 29 PROFESSIONAL SERVICES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 30 PROFESSIONAL SERVICES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
      • 6.3.1.2 Managed services
    • TABLE 31 MANAGED SERVICES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 32 MANAGED SERVICES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)

7 CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE

  • 7.1 INTRODUCTION
    • 7.1.1 DEPLOYMENT MODE: CONTACT CENTER ANALYTICS MARKET DRIVERS
    • 7.1.2 DEPLOYMENT MODE: COVID-19 IMPACT
    • FIGURE 28 CLOUD SEGMENT EXPECTED TO LEAD THE CONTACT CENTER ANALYTICS MARKET IN 2022
    • TABLE 33 CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 34 CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
  • 7.2 ON-PREMISES
    • 7.2.1 ON-PREMISES DEPLOYMENT MODE ENABLES ADHERENCE TO EXTERNAL COMPLIANCE REQUIREMENTS
    • TABLE 35 ON-PREMISES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 36 ON-PREMISES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 7.3 CLOUD
    • 7.3.1 LOW COST AND EASE OF IMPLEMENTATION HAVE MADE THE CLOUD PLATFORM A HIGHLY DESIRABLE DELIVERY MODE AMONG ORGANIZATIONS
    • TABLE 37 CLOUD: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 38 CLOUD: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)

8 CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

  • 8.1 INTRODUCTION
    • 8.1.1 ORGANIZATION SIZE: CONTACT CENTER ANALYTICS MARKET DRIVERS
    • 8.1.2 ORGANIZATION SIZE: COVID-19 IMPACT
    • FIGURE 29 LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 2022
    • TABLE 39 CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 40 CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
  • 8.2 SMALL AND MEDIUM-SIZED ENTERPRISES
    • 8.2.1 SMES TO ADOPT MORE CLOUD-BASED CONTACT CENTER ANALYTICS SOLUTIONS TO ELIMINATE DATA MANAGEMENT HASSLES AND MAINTENANCE ISSUES
    • TABLE 41 SMES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 42 SMES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 8.3 LARGE ENTERPRISES
    • 8.3.1 HIGHER ADOPTION OF CONTACT CENTER ANALYTICS SOLUTIONS IN LARGE ENTERPRISES
    • TABLE 43 LARGE ENTERPRISES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 44 LARGE ENTERPRISES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)

9 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

  • 9.1 INTRODUCTION
    • 9.1.1 APPLICATIONS: CONTACT CENTER ANALYTICS MARKET DRIVERS
    • 9.1.2 APPLICATIONS: COVID-19 IMPACT
    • FIGURE 30 CUSTOMER EXPERIENCE MANAGEMENT SEGMENT EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE BY 2027
    • TABLE 45 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016-2021 (USD MILLION)
    • TABLE 46 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022-2027 (USD MILLION)
  • 9.2 CUSTOMER EXPERIENCE MANAGEMENT
    • 9.2.1 CUSTOMER EXPERIENCE ANALYTICS AGGREGATES CUSTOMER INTERACTIONS, TRANSACTIONS, AND FEEDBACK AND AGENT DATA
    • TABLE 47 CUSTOMER EXPERIENCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 48 CUSTOMER EXPERIENCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.3 LOG MANAGEMENT
    • 9.3.1 LOG MANAGEMENT ENABLES MANAGERS TO FORECAST COSTS AND TRACK PRODUCTIVITY
    • TABLE 49 LOG MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 50 LOG MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.4 RISK AND COMPLIANCE MANAGEMENT
    • 9.4.1 CONTACT CENTERS TO MAXIMIZE PAYMENTS WHILE BEING COMPLIANT TO RULES AND REGULATIONS
    • TABLE 51 RISK AND COMPLIANCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 52 RISK AND COMPLIANCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.5 REAL-TIME MONITORING AND REPORTING
    • 9.5.1 MONITORING AND ANALYZING CALLS IN REAL-TIME HELP IN TRACKING AGENT PERFORMANCE AND EFFECTIVENESS OF CONTACT CENTER OPERATIONS
    • TABLE 53 REAL-TIME MONITORING AND REPORTING: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 54 REAL-TIME MONITORING AND REPORTING: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.6 WORKFORCE OPTIMIZATION
    • 9.6.1 WFO IS ESSENTIAL FOR PROVIDING AGENTS WITH THE RIGHT TRAINING AND KNOWLEDGE
    • TABLE 55 WORKFORCE OPTIMIZATION: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 56 WORKFORCE OPTIMIZATION: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.7 AUTOMATIC CALL DISTRIBUTOR
    • 9.7.1 ACD ACQUIRES USAGE DATA, SUCH AS THE TOTAL NUMBER OF CALLS, TIME SPENT ON EACH CALL, AND WAITING TIME
    • TABLE 57 AUTOMATIC CALL DISTRIBUTOR: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 58 AUTOMATIC CALL DISTRIBUTOR: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.8 OTHER APPLICATIONS
    • TABLE 59 OTHER APPLICATIONS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 60 OTHER APPLICATIONS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)

10 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL

  • 10.1 INTRODUCTION
    • 10.1.1 VERTICALS: CONTACT CENTER ANALYTICS MARKET DRIVERS
    • 10.1.2 VERTICALS: COVID-19 IMPACT
    • FIGURE 31 ENERGY AND UTILITIES VERTICAL EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
    • TABLE 61 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 62 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
  • 10.2 BANKING, FINANCIAL SERVICES, AND INSURANCE
    • 10.2.1 CONTACT CENTER SOLUTIONS ENABLE BFSI COMPANIES TO MONITOR, MANAGE, AND ASSIST REMOTE AGENTS' SELLING AND EARNING INCENTIVES
    • TABLE 63 BFSI: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 64 BFSI: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 10.3 HEALTHCARE AND LIFE SCIENCES
    • 10.3.1 HEALTHCARE CONTACT CENTERS TO COMPLY WITH REGULATORY AND LEGAL REQUIREMENTS BY MEASURING CONTACT CENTER OPERATIONS AND PERFORMANCE
    • TABLE 65 HEALTHCARE AND LIFE SCIENCES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 66 HEALTHCARE AND LIFE SCIENCES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 10.4 MANUFACTURING
    • 10.4.1 CONTACT CENTER ANALYTICS HELPS MANUFACTURING COMPANIES TO ANALYZE CALLS FROM SUPPLIERS AND CHANNEL PARTNERS IN REAL-TIME
    • TABLE 67 MANUFACTURING: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 68 MANUFACTURING: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 10.5 RETAIL AND CONSUMER GOODS
    • 10.5.1 COMPANIES CAN PROACTIVELY CONNECT WITH CUSTOMERS USING CONTACT CENTER ANALYTICS SOLUTIONS
    • TABLE 69 RETAIL AND CONSUMER GOODS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 70 RETAIL AND CONSUMER GOODS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 10.6 ENERGY AND UTILITIES
    • 10.6.1 CONTACT CENTER SOLUTIONS USED BY PETROLEUM COMPANIES TO COACH AND TRAIN THEIR EMPLOYEES
    • TABLE 71 ENERGY AND UTILITIES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 72 ENERGY AND UTILITIES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 10.7 TELECOM AND IT
    • 10.7.1 DEPLOYING CONTACT CENTER ANALYTICS SOLUTIONS HAS INCREASED THE NUMBER OF PARTNERSHIPS OF TELECOM COMPANIES WITH OTT PLATFORM PROVIDERS
    • TABLE 73 TELECOM AND IT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 74 TELECOM AND IT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 10.8 TRAVEL AND HOSPITALITY
    • 10.8.1 TRAVEL AND HOSPITALITY COMPANIES CAPTURING CUSTOMER DATA USING SPEECH AND TEXT ANALYTICS
    • TABLE 75 TRAVEL AND HOSPITALITY: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 76 TRAVEL AND HOSPITALITY: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 10.9 GOVERNMENT AND PUBLIC SECTOR
    • 10.9.1 CONTACT CENTER SOLUTIONS ENABLE GOVERNMENT AGENCIES TO MINIMIZE LOSSES AND OPTIMIZE GOVERNMENT'S EFFICIENCY
    • TABLE 77 GOVERNMENT AND PUBLIC SECTOR: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 78 GOVERNMENT AND PUBLIC SECTOR: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 10.10 OTHER VERTICALS
    • TABLE 79 OTHER VERTICALS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 80 OTHER VERTICALS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)

11 CONTACT CENTER ANALYTICS MARKET, BY REGION

  • 11.1 INTRODUCTION
    • 11.1.1 REGION: COVID-19 IMPACT
    • FIGURE 32 INDIA EXPECTED TO ACCOUNT FOR THE HIGHEST CAGR DURING THE FORECAST PERIOD
    • FIGURE 33 ASIA PACIFIC EXPECTED TO ACCOUNT FOR THE HIGHEST CAGR THE DURING FORECAST PERIOD
    • TABLE 81 CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 82 CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 11.2 NORTH AMERICA
    • 11.2.1 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET DRIVERS
    • TABLE 83 NORTH AMERICA: PROMINENT PLAYERS
    • FIGURE 34 NORTH AMERICA: MARKET SNAPSHOT
    • TABLE 84 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 85 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 86 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016-2021 (USD MILLION)
    • TABLE 87 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022-2027 (USD MILLION)
    • TABLE 88 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016-2021 (USD MILLION)
    • TABLE 89 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICES, 2022-2027 (USD MILLION)
    • TABLE 90 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016-2021 (USD MILLION)
    • TABLE 91 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022-2027 (USD MILLION)
    • TABLE 92 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 93 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 94 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 95 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 96 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 97 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 98 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 99 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 11.2.2 UNITED STATES
      • 11.2.2.1 Companies spend more on AI, ML, and NLP-enabled cloud contact center solutions
    • 11.2.3 CANADA
      • 11.2.3.1 Presence of knowledgeable and skilled workforce persuading the US companies to set up their contact centers in Canada
  • 11.3 EUROPE
    • 11.3.1 EUROPE: CONTACT CENTER ANALYTICS MARKET DRIVERS
    • TABLE 100 EUROPE: PROMINENT PLAYERS
    • TABLE 101 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 102 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 103 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016-2021 (USD MILLION)
    • TABLE 104 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022-2027 (USD MILLION)
    • TABLE 105 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016-2021 (USD MILLION)
    • TABLE 106 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022-2027 (USD MILLION)
    • TABLE 107 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016-2021 (USD MILLION)
    • TABLE 108 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022-2027 (USD MILLION)
    • TABLE 109 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 110 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 111 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 112 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 113 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 114 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 115 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 116 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 11.3.2 UNITED KINGDOM
      • 11.3.2.1 Companies in the UK constantly adopting contact center solutions to increase customers' lifetime value and customer satisfaction
    • 11.3.3 GERMANY
      • 11.3.3.1 German manufacturing and telecom companies adopting contact center solutions to improve contact center processes
    • 11.3.4 FRANCE
      • 11.3.4.1 French Government to invest more in cloud-based advanced technologies
    • 11.3.5 REST OF EUROPE
  • 11.4 ASIA PACIFIC
    • 11.4.1 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET DRIVERS
    • TABLE 117 ASIA PACIFIC: PROMINENT PLAYERS
    • FIGURE 35 ASIA PACIFIC: MARKET SNAPSHOT
    • TABLE 118 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 119 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 120 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016-2021 (USD MILLION)
    • TABLE 121 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022-2027 (USD MILLION)
    • TABLE 122 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016-2021 (USD MILLION)
    • TABLE 123 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022-2027 (USD MILLION)
    • TABLE 124 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016-2021 (USD MILLION)
    • TABLE 125 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022-2027 (USD MILLION)
    • TABLE 126 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 127 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 128 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 129 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 130 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 131 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 132 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 133 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 11.4.2 CHINA
      • 11.4.2.1 Chinese citizens are moving from traditional communication to the usage of chat and social media for interacting with their vendors
    • 11.4.3 JAPAN
      • 11.4.3.1 Strong technology infrastructure and the presence of tech-savvy workforce
    • 11.4.4 INDIA
      • 11.4.4.1 Enterprise spending on business process outsourcing (BPO) services
    • 11.4.5 REST OF ASIA PACIFIC
  • 11.5 MIDDLE EAST & AFRICA
    • 11.5.1 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET DRIVERS
    • TABLE 134 MIDDLE EAST & AFRICA: PROMINENT PLAYERS
    • TABLE 135 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 136 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 137 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016-2021 (USD MILLION)
    • TABLE 138 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022-2027 (USD MILLION)
    • TABLE 139 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016-2021 (USD MILLION)
    • TABLE 140 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022-2027 (USD MILLION)
    • TABLE 141 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016-2021 (USD MILLION)
    • TABLE 142 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022-2027 (USD MILLION)
    • TABLE 143 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 144 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 145 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 146 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 147 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 148 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 149 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 150 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 11.5.2 UNITED ARAB EMIRATES
      • 11.5.2.1 Increasing demand for omnichannel communication and workforce management
    • 11.5.3 SAUDI ARABIA
      • 11.5.3.1 Adoption of contact center solutions helping businesses expand their enterprise service portfolios and enhance user experiences
    • 11.5.4 REST OF MIDDLE EAST & AFRICA
  • 11.6 LATIN AMERICA
    • 11.6.1 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET DRIVERS
    • TABLE 151 LATIN AMERICA: PROMINENT PLAYERS
    • TABLE 152 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 153 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 154 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016-2021 (USD MILLION)
    • TABLE 155 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022-2027 (USD MILLION)
    • TABLE 156 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016-2021 (USD MILLION)
    • TABLE 157 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022-2027 (USD MILLION)
    • TABLE 158 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016-2021 (USD MILLION)
    • TABLE 159 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022-2027 (USD MILLION)
    • TABLE 160 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 161 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 162 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 163 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 164 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 165 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 166 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 167 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 11.6.2 BRAZIL
      • 11.6.2.1 US-based contact center organizations are increasing their presence in the country to cater to the rising demand for contact center solutions
    • 11.6.3 MEXICO
      • 11.6.3.1 Businesses using contact center solutions to connect with customers
    • 11.6.4 REST OF LATIN AMERICA

12 COMPETITIVE LANDSCAPE

  • 12.1 OVERVIEW
  • 12.2 KEY PLAYER STRATEGIES
    • TABLE 168 OVERVIEW OF STRATEGIES DEPLOYED BY KEY PLAYERS IN THE CONTACT CENTER ANALYTICS MARKET
  • 12.3 REVENUE ANALYSIS
    • FIGURE 36 REVENUE ANALYSIS FOR KEY COMPANIES IN THE PAST FIVE YEARS
  • 12.4 MARKET SHARE ANALYSIS
    • FIGURE 37 CONTACT CENTER ANALYTICS MARKET: MARKET SHARE ANALYSIS, 2022
    • TABLE 169 CONTACT CENTER ANALYTICS MARKET: DEGREE OF COMPETITION
  • 12.5 COMPETITIVE BENCHMARKING
    • TABLE 170 COMPANY TOP 3 APPLICATION FOOTPRINTS
    • TABLE 171 COMPANY REGIONAL FOOTPRINT
  • 12.6 COMPANY EVALUATION QUADRANT
    • 12.6.1 STARS
    • 12.6.2 EMERGING LEADERS
    • 12.6.3 PERVASIVE PLAYERS
    • 12.6.4 PARTICIPANTS
    • FIGURE 38 KEY CONTACT CENTER ANALYTICS MARKET PLAYERS, COMPANY EVALUATION MATRIX, 2022
  • 12.7 STARTUP/SME EVALUATION QUADRANT
    • 12.7.1 PROGRESSIVE COMPANIES
    • 12.7.2 RESPONSIVE COMPANIES
    • 12.7.3 DYNAMIC COMPANIES
    • 12.7.4 STARTING BLOCKS
    • FIGURE 39 STARTUP/SME CONTACT CENTER ANALYTICS MARKET EVALUATION MATRIX, 2021
  • 12.8 COMPETITIVE SCENARIO
    • 12.8.1 PRODUCT LAUNCHES
    • TABLE 172 PRODUCT LAUNCHES, 2021-2022
    • 12.8.2 DEALS
    • TABLE 173 DEALS, 2021-2022

13 COMPANY PROFILES

  • 13.1 INTRODUCTION
  • 13.2 KEY PLAYERS
  • (Business and financial overview, Solutions offered, Recent Developments, MNM view)** **Details on Business and financial overview, Solutions offered, Recent Developments, MNM view might not be captured in case of unlisted companies.
    • 13.2.1 CISCO
    • TABLE 174 CISCO: BUSINESS OVERVIEW
    • FIGURE 40 CISCO: FINANCIAL OVERVIEW
    • TABLE 175 CISCO: SOLUTIONS OFFERED
    • TABLE 176 CISCO: DEALS
    • 13.2.2 GENPACT
    • TABLE 177 GENPACT: BUSINESS OVERVIEW
    • FIGURE 41 GENPACT: COMPANY SNAPSHOT
    • TABLE 178 GENPACT: SOLUTIONS OFFERED
    • TABLE 179 GENPACT: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 180 GENPACT: DEALS
    • 13.2.3 SAP
    • TABLE 181 SAP: BUSINESS OVERVIEW
    • FIGURE 42 SAP: COMPANY SNAPSHOT
    • TABLE 182 SAP: SOLUTIONS OFFERED
    • TABLE 183 SAP: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 184 SAP: DEALS
    • 13.2.4 ORACLE
    • TABLE 185 ORACLE: BUSINESS OVERVIEW
    • FIGURE 43 ORACLE: COMPANY SNAPSHOT
    • TABLE 186 ORACLE: SOLUTIONS OFFERED
    • TABLE 187 ORACLE: DEALS
    • 13.2.5 AVAYA
    • TABLE 188 AVAYA: BUSINESS OVERVIEW
    • FIGURE 44 AVAYA: COMPANY SNAPSHOT
    • TABLE 189 AVAYA: SOLUTIONS OFFERED
    • TABLE 190 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 191 AVAYA: DEALS
    • 13.2.6 NICE
    • TABLE 192 NICE: BUSINESS OVERVIEW
    • FIGURE 45 NICE: COMPANY SNAPSHOT
    • TABLE 193 NICE: SOLUTIONS OFFERED
    • TABLE 194 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 195 NICE: DEALS
    • 13.2.7 8X8
    • TABLE 196 8X8: BUSINESS OVERVIEW
    • FIGURE 46 8X8: COMPANY SNAPSHOT
    • TABLE 197 8X8: SOLUTIONS OFFERED
    • TABLE 198 8X8: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 199 8X8: DEALS
    • 13.2.8 FIVE9
    • TABLE 200 FIVE9: BUSINESS OVERVIEW
    • FIGURE 47 FIVE9: COMPANY SNAPSHOT
    • TABLE 201 FIVE9: SOLUTIONS OFFERED
    • TABLE 202 FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 203 FIVE9: DEALS
    • 13.2.9 TALKDESK
    • TABLE 204 TALKDESK: BUSINESS OVERVIEW
    • TABLE 205 TALKDESK: SOLUTIONS OFFERED
    • TABLE 206 TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 207 TALKDESK: DEALS
    • 13.2.10 CALLMINER
    • TABLE 208 CALLMINER: BUSINESS OVERVIEW
    • TABLE 209 CALLMINER: SOLUTIONS OFFERED
    • TABLE 210 CALLMINER: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 211 CALLMINER: DEALS
    • 13.2.11 SERVION GLOBAL SOLUTIONS
    • TABLE 212 SERVION GLOBAL SOLUTIONS: BUSINESS OVERVIEW
    • TABLE 213 SERVION GLOBAL SOLUTIONS: SOLUTIONS OFFERED
    • TABLE 214 SERVION GLOBAL SOLUTIONS: DEALS
    • 13.2.12 GENESYS
    • TABLE 215 GENESYS: BUSINESS OVERVIEW
    • TABLE 216 GENESYS: SOLUTIONS OFFERED
    • TABLE 217 GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 218 GENESYS: DEALS
    • 13.2.13 VIRTUALPBX
    • TABLE 219 VIRTUALPBX: BUSINESS OVERVIEW
    • TABLE 220 VIRTUALPBX: SOLUTIONS OFFERED
    • TABLE 221 VIRTUALPBX: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 222 VIRTUALPBX: DEALS
    • 13.2.14 CHASEDATA
    • TABLE 223 CHASEDATA: BUSINESS OVERVIEW
    • TABLE 224 CHASEDATA: SOLUTIONS OFFERED
    • TABLE 225 CHASEDATA: PRODUCT LAUNCHES AND ENHANCEMENTS
    • 13.2.15 BROADVOICE
    • TABLE 226 BROADVOICE: BUSINESS OVERVIEW
    • TABLE 227 BROADVOICE: SOLUTIONS OFFERED
    • TABLE 228 BROADVOICE: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 229 BROADVOICE: DEALS
    • 13.2.16 SINGLECOMM
    • 13.2.17 LIVEAGENT
    • 13.2.18 CLOUDTALK
    • 13.2.19 AIRCALL
    • 13.2.20 BRIGHT PATTERN
    • 13.2.21 DIXA
    • 13.2.22 CALLHIPPO
    • 13.2.23 STRATEGIC CONTACT
    • 13.2.24 3CLOGIC
    • 13.2.25 METROCALL

14 APPENDIX

  • 14.1 ADJACENT AND RELATED MARKETS
    • 14.1.1 INTRODUCTION
    • 14.1.2 CONTACT CENTER SOFTWARE MARKET
      • 14.1.2.1 Market definition
      • 14.1.2.2 Market overview
      • 14.1.2.3 Contact center software market, by component
    • TABLE 230 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2016-2019 (USD MILLION)
    • TABLE 231 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2020-2026 (USD MILLION)
      • 14.1.2.4 Contact center software market, by organization size
    • TABLE 232 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION)
    • TABLE 233 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION)
      • 14.1.2.5 Contact center software market, by deployment mode
    • TABLE 234 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2016-2019 (USD MILLION)
    • TABLE 235 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2020-2026 (USD MILLION)
      • 14.1.2.6 Contact center software market, by industry
    • TABLE 236 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY, 2016-2019 (USD MILLION)
    • TABLE 237 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY, 2020-2026 (USD MILLION)
      • 14.1.2.7 Contact center software market, by region
    • TABLE 238 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016-2019 (USD MILLION)
    • TABLE 239 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2020-2026 (USD MILLION)
    • 14.1.3 CALL CENTER AI MARKET
      • 14.1.3.1 Market definition
      • 14.1.3.2 Market overview
      • 14.1.3.3 Call center AI market, by component
    • TABLE 240 CALL CENTER AI MARKET, BY COMPONENT, 2017-2024 (USD MILLION)
      • 14.1.3.4 Call center AI market, by deployment type
    • TABLE 241 CALL CENTER AI MARKET, BY DEPLOYMENT TYPE, 2017-2024 (USD MILLION)
      • 14.1.3.5 Call center AI market, by vertical
    • TABLE 242 CALL CENTER AI MARKET, BY VERTICAL, 2017-2024 (USD MILLION)
      • 14.1.3.6 Call center AI market, by region
    • TABLE 243 CALL CENTER AI MARKET, BY REGION, 2017-2024 (USD MILLION)
  • 14.2 DISCUSSION GUIDE
  • 14.3 KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
  • 14.4 AVAILABLE CUSTOMIZATIONS
  • 14.5 RELATED REPORTS
  • 14.6 AUTHOR DETAILS