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市場調査レポート

サービスアナリティクスの世界市場の予測 ~2023年:カスタマーサービスアナリティクス・フィールドサービスアナリティクス・ITサービスアナリティクス

Service Analytics Market by Business Application (Customer Service Analytics, Field Service Analytics, and IT Service Analytics), Component (Solution and Services), Deployment Model, Organization Size, Industry, and Region - Global Forecast to 2023

発行 MarketsandMarkets 商品コード 712877
出版日 ページ情報 英文 150 Pages
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本日の銀行送金レート: 1USD=107.36円で換算しております。
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サービスアナリティクスの世界市場の予測 ~2023年:カスタマーサービスアナリティクス・フィールドサービスアナリティクス・ITサービスアナリティクス Service Analytics Market by Business Application (Customer Service Analytics, Field Service Analytics, and IT Service Analytics), Component (Solution and Services), Deployment Model, Organization Size, Industry, and Region - Global Forecast to 2023
出版日: 2018年09月26日 ページ情報: 英文 150 Pages
概要

世界のサービスアナリティクスの市場は予測期間中14.1%のCAGR (年間複合成長率) で推移し、2018年の5億4640万米ドルから、2023年には10億5610万米ドルの規模に成長すると予測されています。クライアントや顧客とのより良い関係の構築および顧客満足度の維持へのニーズ、競合圧力の拡大などの要因が同市場の成長を推進しています。

当レポートでは、世界のサービスアナリティクスの市場を調査し、市場の定義と概要、市場成長への各種影響因子および市場機会の分析、業務・コンポーネント・導入モード・企業規模・産業・地域別の動向と市場規模の推移と予測、競合環境、主要企業のプロファイルなどをまとめています。

FIGURE 8 SERVICE ANALYTICS MARKET

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

  • イントロダクション
  • 市場力学
    • 成長推進因子
    • 成長阻害因子
    • 市場機会
    • 課題
  • 産業動向
    • 法規制
    • 利用事例

第6章 サービスアナリティクス市場の分析・予測:業務別

  • イントロダクション
  • カスタマーサービスアナリティクス
  • フィールドサービスアナリティクス
  • ITサービスアナリティクス

第7章 サービスアナリティクス市場の分析・予測:コンポーネント別

  • イントロダクション
  • ソリューション
  • サービス
    • マネージドサービス
    • プロフェッショナルサービス
      • サポート・保守
      • コンサルティング

第8章 サービスアナリティクス市場の分析・予測:導入モード別

  • イントロダクション
  • オンプレミス
  • クラウド

第9章 サービスアナリティクス市場の分析・予測:企業規模別

  • イントロダクション
  • 大規模エンタープライズ
  • 中小規模企業

第10章 サービスアナリティクス市場の分析・予測:産業別

  • イントロダクション
  • 銀行・金融サービス・保険
  • 小売・Eコマース
  • ヘルスケア
  • 政府・防衛
  • 通信
  • 製造
  • エネルギー・ユーティリティ
  • その他

第11章 サービスアナリティクス市場の分析・予測:地域別

  • イントロダクション
  • 北米
    • 米国
    • カナダ
  • 欧州
    • 英国
    • ドイツ
    • フランス
    • その他
  • アジア太平洋
    • 中国
    • シンガポール
    • 韓国
    • その他
  • ラテンアメリカ
    • メキシコ
    • ブラジル
    • その他
  • 中東・アフリカ
    • 中東
    • アフリカ

第12章 競合環境

  • 概要
  • 競合シナリオ
    • 新製品の投入・アップグレード
    • 提携・協力
    • 買収
    • 事業拡張
  • 主要企業

第13章 企業プロファイル

  • MICROSOFT
  • ORACLE
  • SALESFORCE
  • SAP
  • SERVICENOW
  • SAS INSTITUTE
  • TABLEAU SOFTWARE
  • MICROSTRATEGY
  • CLICKSOFTWARE
  • CENTINA SYSTEMS
  • PASKON
  • NUMERIFY
  • FIELD SQUARED
  • HELPSHIFT
  • ICHARTS
  • BLUEFLETCH
  • MOBI
  • DATAHERO
  • AGILE CRM
  • SISENSE
  • AUREUSANALYTICS

第14章 付録

図表

LIST OF TABLES

  • TABLE 1: UNITED STATES DOLLAR EXCHANGE RATE, 2015-2017
  • TABLE 2: SERVICE ANALYTICS MARKET SIZE, BY BUSINESS APPLICATION, 2016-2023 (USD MILLION)
  • TABLE 3: CUSTOMER SERVICE ANALYTICS: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 4: FIELD SERVICE ANALYTICS: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 5: IT SERVICE ANALYTICS: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 6: SERVICE ANALYTICS MARKET SIZE, BY COMPONENT, 2016-2023 (USD MILLION)
  • TABLE 7: SOLUTION: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 8: SERVICES: SERVICE ANALYTICS MARKET SIZE, BY TYPE, 2016-2023 (USD MILLION)
  • TABLE 9: SERVICES: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 10: MANAGED SERVICES: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 11: PROFESSIONAL SERVICES: SERVICE ANALYTICS MARKET SIZE, BY TYPE, 2016-2023 (USD MILLION)
  • TABLE 12: PROFESSIONAL SERVICES: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 13: SUPPORT AND MAINTENANCE MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 14: CONSULTING MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 15: SERVICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2023 (USD MILLION)
  • TABLE 16: ON-PREMISES: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 17: CLOUD: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 18: SERVICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
  • TABLE 19: LARGE ENTERPRISES: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 20: SMALL AND MEDIUM-SIZED ENTERPRISES: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 21: SERVICE ANALYTICS MARKET SIZE, BY INDUSTRY, 2016-2023 (USD MILLION)
  • TABLE 22: BANKING, FINANCIAL SERVICES, AND INSURANCE: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 23: RETAIL AND ECOMMERCE: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 24: HEALTHCARE: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 25: GOVERNMENT AND DEFENSE: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 26: TELECOMMUNICATIONS: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 27: MANUFACTURING: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 28: ENERGY AND UTILITIES: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 29: OTHERS: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 30: SERVICE ANALYTICS MARKET, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 31: NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY COUNTRY, 2016-2023 (USD MILLION)
  • TABLE 32: NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY COMPONENT, 2016-2023 (USD MILLION)
  • TABLE 33: NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY SERVICE, 2016-2023 (USD MILLION)
  • TABLE 34: NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016-2023 (USD MILLION)
  • TABLE 35: NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY BUSINESS APPLICATION, 2016-2023 (USD MILLION)
  • TABLE 36: NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2023 (USD MILLION)
  • TABLE 37: NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
  • TABLE 38: NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY INDUSTRY, 2016-2023 (USD MILLION)
  • TABLE 39: EUROPE: SERVICE ANALYTICS MARKET SIZE, BY COUNTRY, 2016-2023 (USD MILLION)
  • TABLE 40: EUROPE: SERVICE ANALYTICS MARKET SIZE, BY COMPONENT, 2016-2023 (USD MILLION)
  • TABLE 41: EUROPE: SERVICE ANALYTICS MARKET SIZE, BY SERVICE, 2016-2023 (USD MILLION)
  • TABLE 42: EUROPE: SERVICE ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016-2023 (USD MILLION)
  • TABLE 43: EUROPE: SERVICE ANALYTICS MARKET SIZE, BY BUSINESS APPLICATION, 2016-2023 (USD MILLION)
  • TABLE 44: EUROPE: SERVICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2023 (USD MILLION)
  • TABLE 45: EUROPE: SERVICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
  • TABLE 46: EUROPE: SERVICE ANALYTICS MARKET SIZE, BY INDUSTRY, 2016-2023 (USD MILLION)
  • TABLE 47: ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY COUNTRY, 2016-2023 (USD MILLION)
  • TABLE 48: ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY COMPONENT, 2016-2023 (USD MILLION)
  • TABLE 49: ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY SERVICE, 2016-2023 (USD MILLION)
  • TABLE 50: ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016-2023 (USD MILLION)
  • TABLE 51: ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY BUSINESS APPLICATION, 2016-2023 (USD MILLION)
  • TABLE 52: ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2023 (USD MILLION)
  • TABLE 53: ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
  • TABLE 54: ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY INDUSTRY, 2016-2023 (USD MILLION)
  • TABLE 55: LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY COUNTRY, 2016-2023 (USD MILLION)
  • TABLE 56: LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY COMPONENT, 2016-2023 (USD MILLION)
  • TABLE 57: LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY SERVICE, 2016-2023 (USD MILLION)
  • TABLE 58: LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016-2023 (USD MILLION)
  • TABLE 59: LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY BUSINESS APPLICATION, 2016-2023 (USD MILLION)
  • TABLE 60: LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2023 (USD MILLION)
  • TABLE 61: LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
  • TABLE 62: LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY INDUSTRY, 2016-2023 (USD MILLION)
  • TABLE 63: MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY SUB-REGION, 2016-2023 (USD MILLION)
  • TABLE 64: MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY COMPONENT, 2016-2023 (USD MILLION)
  • TABLE 65: MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY SERVICE, 2016-2023 (USD MILLION)
  • TABLE 66: MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016-2023 (USD MILLION)
  • TABLE 67: MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY BUSINESS APPLICATION, 2016-2023 (USD MILLION)
  • TABLE 68: MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2023 (USD MILLION)
  • TABLE 69: MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
  • TABLE 70: MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY INDUSTRY, 2016-2023 (USD MILLION)
  • TABLE 71: NEW PRODUCT LAUNCHES AND PRODUCT UPGRADATIONS, 2017-2018
  • TABLE 72: PARTNERSHIPS AND COLLABORATIONS, 2017
  • TABLE 73: ACQUISITIONS, 2015-2018
  • TABLE 74: BUSINESS EXPANSIONS, 2015-2018
  • TABLE 75: KEY PLAYERS IN THE SERVICE ANALYTICS MARKET

LIST OF FIGURES

  • FIGURE 1: SERVICE ANALYTICS MARKET: MARKET SEGMENTATION
  • FIGURE 2: SERVICE ANALYTICS MARKET: RESEARCH DESIGN
  • FIGURE 3: BREAKDOWN OF PRIMARY INTERVIEWS: BY COMPANY, DESIGNATION, AND REGION
  • FIGURE 4: DATA TRIANGULATION
  • FIGURE 5: MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH
  • FIGURE 6: MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH
  • FIGURE 7: SERVICE ANALYTICS MARKET: ASSUMPTIONS
  • FIGURE 8: SERVICE ANALYTICS MARKET IS EXPECTED TO WITNESS HIGH GROWTH DURING THE FORECAST PERIOD
  • FIGURE 9: SERVICE ANALYTICS MARKET, BY COMPONENT (2018 VS. 2023)
  • FIGURE 10: SERVICE ANALYTICS MARKET, BY BUSINESS APPLICATION (2018-2023)
  • FIGURE 11: SERVICE ANALYTICS MARKET, BY DEPLOYMENT MODEL (2018-2023)
  • FIGURE 12: SERVICE ANALYTICS MARKET, BY ORGANIZATION SIZE (2018-2023)
  • FIGURE 13: SERVICE ANALYTICS MARKET, BY INDUSTRY (2018 VS. 2023)
  • FIGURE 14: INCREASING NEED AMONG ORGANIZATIONS TO INTERACT WITH CUSTOMERS TO UNDERSTAND THEIR DEMANDS IS EXPECTED TO BE THE MAJOR FACTOR CONTRIBUTING TO THE GROWTH OF THE SERVICE ANALYTICS MARKET
  • FIGURE 15: NORTH AMERICA IS ESTIMATED TO HAVE THE LARGEST MARKET SHARE IN 2018
  • FIGURE 16: BANKING, FINANCIAL SERVICES, AND INSURANCE INDUSTRY AND NORTH AMERICA ARE ESTIMATED TO HAVE THE LARGEST MARKET SHARES IN 2018
  • FIGURE 17: SERVICE ANALYTICS MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
  • FIGURE 18: CUSTOMER SERVICE ANALYTICS SEGMENT IS EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD
  • FIGURE 19: SOLUTION SEGMENT IS EXPECTED TO ACCOUNT FOR THE LARGER MARKET SIZE DURING THE FORECAST PERIOD
  • FIGURE 20: PROFESSIONAL SERVICES SEGMENT IS EXPECTED TO ACCOUNT FOR THE LARGER MARKET SIZE DURING THE FORECAST PERIOD
  • FIGURE 21: CONSULTING SEGMENT IS EXPECTED TO ACCOUNT FOR THE LARGER MARKET SIZE BY 2023
  • FIGURE 22: CLOUD SEGMENT IS EXPECTED TO ACCOUNT FOR THE LARGER MARKET SIZE DURING THE FORECAST PERIOD
  • FIGURE 23: LARGE ENTERPRISES SEGMENT IS EXPECTED TO ACCOUNT FOR THE LARGER MARKET SIZE DURING THE FORECAST PERIOD
  • FIGURE 24: RETAIL AND ECOMMERCE INDUSTRY IS EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE BY 2023
  • FIGURE 25: ASIA PACIFIC IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 26: NORTH AMERICA: MARKET SNAPSHOT
  • FIGURE 27: ASIA PACIFIC: MARKET SNAPSHOT
  • FIGURE 28: KEY DEVELOPMENTS BY THE LEADING PLAYERS IN THE SERVICE ANALYTICS MARKET, 2015-2018
  • FIGURE 29: MICROSOFT: COMPANY SNAPSHOT
  • FIGURE 30: MICROSOFT: SWOT ANALYSIS
  • FIGURE 31: ORACLE: COMPANY SNAPSHOT
  • FIGURE 32: ORACLE: SWOT ANALYSIS
  • FIGURE 33: SALESFORCE: COMPANY SNAPSHOT
  • FIGURE 34: SALESFORCE: SWOT ANALYSIS
  • FIGURE 35: SAP: COMPANY SNAPSHOT
  • FIGURE 36: SAP: SWOT ANALYSIS
  • FIGURE 37: SERVICENOW: COMPANY SNAPSHOT
  • FIGURE 38: SERVICENOW: SWOT ANALYSIS
  • FIGURE 39: SAS INSTITUTE: COMPANY SNAPSHOT
  • FIGURE 40: TABLEAU SOFTWARE: COMPANY SNAPSHOT
  • FIGURE 41: MICROSTRATEGY: COMPANY SNAPSHOT
目次
Product Code: TC 6625

"The increase in need to improve the client and customer interaction, along with the rise in the necessity to become more data-driven are the major driving factors expected to boost the growth of the service analytics market."

The global service analytics market is expected to grow from USD 546.4 million in 2018 to USD 1,056.1 million by 2023, at a Compound Annual Growth Rate (CAGR) of 14.1% during the forecast period. Factors, such as the need for better client and customer interaction to maintain customer satisfaction coupled with the competitive pressure to become more data-driven are driving the growth of the service analytics market. Industrial big data is leading to the explosion of data, which is difficult to manage, as it is collected from multiple systems, devices, and applications. Hence, it has become necessary for engineering industries to replace their outdated software solutions with the advanced service analytics solutions. The poor data management along with the incomplete and inconsistent data, which carries threats to business are some factors that are challenging the growth of the service analytics market.

The customer service analytics segment is estimated to account for the largest market size in the service analytics market in 2018.

The customer service analytics segment is expected to dominate the overall service analytics market in terms of share during the forecast period, as to maintain the highest level of customer satisfaction to reduce risks and improve the efficiency across different industries. Particularly the upstream retail and eCommerce, BFSI, healthcare, and other industries are investing in the service analytics solution to utilize the data generated through the service systems to improve the overall service delivery.

APAC is projected to show the highest growth rate during the forecast period

The service analytics market growth in Asia Pacific (APAC) is gaining momentum and expected to show the highest growth rate in the coming years. Vendors worldwide have been extending the provision of their services in the region, also the rising venture funding strategies and R&D investments as an effort to provide advanced service analytics solution. In addition, major economies in APAC, such as China, India, Australia, and New Zealand, are investing into technologies to innovate the traditional business processes and enhance the performance. The region is witnessing an increase in the adoption of service analytics solution to enhance performance across the banking industry, and all other major industries.

In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with the key people. The break-up of the profiles of the primary participants is given below:

  • By Company: Tier 1: 15%, Tier 2: 32%, and Tier 3: 53%
  • By Designation: C-level: 38%, Director level: 30%, and Others: 32%
  • By Region: North America: 38%, Europe: 32%, APAC: 20%, and RoW: 10%

The following key vendors are profiled in the report:

  • 1. Oracle (US)
  • 2. Salesforce (US)
  • 3. ServiceNow (US)
  • 4. SAP (Germany)
  • 5. SAS (US)
  • 6. Tableau (US)
  • 7. Microsoft (US)
  • 8. ClickSoftware (US)
  • 9. Centina Systems (US)
  • 10. Paskon (US)
  • 11. Numerify (US)
  • 12. Field Squared (US)
  • 13. Helpshift (US)
  • 14. Aureus Analytics (Singapore)
  • 15. NetEnrich (US)
  • 16. BlueFletch (US)
  • 17. mobi corp (US)
  • 18. DataHero (US)
  • 19. AgileCRM (US)
  • 20. Sisense (US)
  • 21. MicroStrategy (US)

Research Coverage:

The report segments the service analytics market based on components that covers solution and services, and by business application that includes field service analytics, customer service analytics, and IT service analytics. Based on organization size, the market has been bifurcated into large enterprises and Small and Medium-sized Enterprises (SMEs). Deployment model comprises on-premises and cloud. On the basis of industry verticals, the market is categorized into BFSI, retail and eCommerce, healthcare, Telecommunications, manufacturing, energy and utilities, government and defense, and others comprising education, automotive, media and entertainment, and travel and hospitality. Regions have been segmented into North America, Europe, APAC, Middle East and Africa (MEA), and Latin America.

Reasons to Buy the Report:

The report would help leaders/new entrants in this market in the following ways:

  • 1. This report segments the service analytics market comprehensively and provides the closest approximations of the revenue numbers for the overall market and subsegments across different end-users and regions.
  • 2. The report helps stakeholders understand the pulse of the market and provides them with the information on the key market drivers, restraints, challenges, and opportunities.
  • 3. This report would help stakeholders better understand competitors and gain more insights to enhance their position in the business. The competitive landscape section includes new product launches/developments; partnerships and collaborations; mergers and acquisitions; and expansions.

TABLE OF CONTENTS

1. INTRODUCTION

  • 1.1. OBJECTIVES OF THE STUDY
  • 1.2. MARKET DEFINITION
  • 1.3. MARKET SCOPE
  • 1.4. YEARS CONSIDERED FOR THE STUDY
  • 1.5. CURRENCY
  • 1.6. STAKEHOLDERS

2. RESEARCH METHODOLOGY

  • 2.1. RESEARCH DATA
    • 2.1.1. SECONDARY DATA
    • 2.1.2. PRIMARY DATA
      • 2.1.2.1. Breakdown of primaries
      • 2.1.2.2. Key industry insights
  • 2.2. MARKET SIZE ESTIMATION
  • 2.3. RESEARCH ASSUMPTIONS
  • 2.4. LIMITATIONS

3. EXECUTIVE SUMMARY

4. PREMIUM INSIGHTS

  • 4.1. ATTRACTIVE MARKET OPPORTUNITIES IN THE SERVICE ANALYTICS MARKET
  • 4.2. SERVICE ANALYTICS MARKET: MARKET SHARE ACROSS REGIONS
  • 4.3. SERVICE ANALYTICS MARKET: TOP 4 INDUSTRIES AND REGIONS

5. MARKET OVERVIEW AND INDUSTRY TRENDS

  • 5.1. MARKET OVERVIEW
  • 5.2. MARKET DYNAMICS
    • 5.2.1. DRIVERS
      • 5.2.1.1. Need for better client and customer interaction
      • 5.2.1.2. Competitive pressure to become more data-driven
    • 5.2.2. RESTRAINTS
      • 5.2.2.1. Outdated IT infrastructure
      • 5.2.2.2. Lack of awareness of service analytics
    • 5.2.3. OPPORTUNITIES
      • 5.2.3.1. Emergence of AI-powered customer services
      • 5.2.3.2. High adoption of analytics among SMEs
    • 5.2.4. CHALLENGES
      • 5.2.4.1. Complex and ineffective data management
  • 5.3. INDUSTRY TRENDS
    • 5.3.1. SERVICE ANALYTICS MARKET: REGULATIONS
      • 5.3.1.1. General Data Protection Regulation
      • 5.3.1.2. Consumer Protection Act
    • 5.3.2. SERVICE ANALYTICS MARKET: USE CASES
      • 5.3.2.1. Use Case 1: Service excellence success story for Johnson & Johnson Surgical Vision
      • 5.3.2.2. Use Case 2: To consistently optimize business processes of Flyerline, by Coresystems
      • 5.3.2.3. Use Case 3: Initiative to focus on five-star services experience by a global appliance manufacturer

6. SERVICE ANALYTICS MARKET, BY BUSINESS APPLICATION

  • 6.1. INTRODUCTION
  • 6.2. CUSTOMER SERVICE ANALYTICS
  • 6.3. FIELD SERVICE ANALYTICS
  • 6.4. IT SERVICE ANALYTICS

7. SERVICE ANALYTICS MARKET, BY COMPONENT

  • 7.1. INTRODUCTION
  • 7.2. SOLUTION
  • 7.3. SERVICES
    • 7.3.1. MANAGED SERVICES
    • 7.3.2. PROFESSIONAL SERVICES
      • 7.3.2.1. Support and maintenance
      • 7.3.2.2. Consulting

8. SERVICE ANALYTICS MARKET, BY DEPLOYMENT MODEL

  • 8.1. INTRODUCTION
  • 8.2. ON-PREMISES
  • 8.3. CLOUD

9. SERVICE ANALYTICS MARKET, BY ORGANIZATION SIZE

  • 9.1. INTRODUCTION
  • 9.2. LARGE ENTERPRISES
  • 9.3. SMALL AND MEDIUM-SIZED ENTERPRISES

10. SERVICE ANALYTICS MARKET, BY INDUSTRY

  • 10.1. INTRODUCTION
  • 10.2. BANKING, FINANCIAL SERVICES, AND INSURANCE
  • 10.3. RETAIL AND ECOMMERCE
  • 10.4. HEALTHCARE
  • 10.5. GOVERNMENT AND DEFENSE
  • 10.6. TELECOMMUNICATIONS
  • 10.7. MANUFACTURING
  • 10.8. ENERGY AND UTILITIES
  • 10.9. OTHERS

11. SERVICE ANALYTICS MARKET, BY REGION

  • 11.1. INTRODUCTION
  • 11.2. NORTH AMERICA
    • 11.2.1. BY COUNTRY
      • 11.2.1.1. United States
      • 11.2.1.2. Canada
    • 11.2.2. BY COMPONENT
    • 11.2.3. BY SERVICE
    • 11.2.4. BY PROFESSIONAL SERVICE
    • 11.2.5. BY BUSINESS APPLICATION
    • 11.2.6. BY DEPLOYMENT MODEL
    • 11.2.7. BY ORGANIZATION SIZE
    • 11.2.8. BY INDUSTRY
  • 11.3. EUROPE
    • 11.3.1. BY COUNTRY
      • 11.3.1.1. United Kingdom
      • 11.3.1.2. Germany
      • 11.3.1.3. France
      • 11.3.1.4. Rest of Europe
    • 11.3.2. BY COMPONENT
    • 11.3.3. BY SERVICE
    • 11.3.4. BY PROFESSIONAL SERVICE
    • 11.3.5. BY BUSINESS APPLICATION
    • 11.3.6. BY DEPLOYMENT MODEL
    • 11.3.7. BY ORGANIZATION SIZE
    • 11.3.8. BY INDUSTRY
  • 11.4. ASIA PACIFIC
    • 11.4.1. BY COUNTRY
      • 11.4.1.1. China
      • 11.4.1.2. Singapore
      • 11.4.1.3. South Korea
      • 11.4.1.4. Rest of Asia Pacific
    • 11.4.2. BY COMPONENT
    • 11.4.3. BY SERVICE
    • 11.4.4. BY PROFESSIONAL SERVICE
    • 11.4.5. BY BUSINESS APPLICATION
    • 11.4.6. BY DEPLOYMENT MODEL
    • 11.4.7. BY ORGANIZATION SIZE
    • 11.4.8. BY INDUSTRY
  • 11.5. LATIN AMERICA
    • 11.5.1. BY COUNTRY
      • 11.5.1.1. Mexico
      • 11.5.1.2. Brazil
      • 11.5.1.3. Rest of Latin America
    • 11.5.2. BY COMPONENT
    • 11.5.3. BY SERVICE
    • 11.5.4. BY PROFESSIONAL SERVICE
    • 11.5.5. BY BUSINESS APPLICATION
    • 11.5.6. BY DEPLOYMENT MODEL
    • 11.5.7. BY ORGANIZATION SIZE
    • 11.5.8. BY INDUSTRY
  • 11.6. MIDDLE EAST AND AFRICA
    • 11.6.1. BY SUB-REGION
      • 11.6.1.1. Middle East
      • 11.6.1.2. Africa
    • 11.6.2. BY COMPONENT
    • 11.6.3. BY SERVICE
    • 11.6.4. BY PROFESSIONAL SERVICE
    • 11.6.5. BY BUSINESS APPLICATION
    • 11.6.6. BY DEPLOYMENT MODEL
    • 11.6.7. BY ORGANIZATION SIZE
    • 11.6.8. BY INDUSTRY

12. COMPETITIVE LANDSCAPE

  • 12.1. OVERVIEW
  • 12.2. COMPETITIVE SCENARIO
    • 12.2.1. NEW PRODUCT LAUNCHES AND PRODUCT UPGRADATIONS
    • 12.2.2. PARTNERSHIPS AND COLLABORATIONS
    • 12.2.3. ACQUISITIONS
    • 12.2.4. BUSINESS EXPANSIONS
  • 12.3. SERVICE ANALYTICS MARKET: PROMINENT PLAYERS

13. COMPANY PROFILES (Business Overview, Solutions and Services Offered, Recent Developments, SWOT Analysis, and MNM View)*

  • 13.1. MICROSOFT
  • 13.2. ORACLE
  • 13.3. SALESFORCE
  • 13.4. SAP
  • 13.5. SERVICENOW
  • 13.6. SAS INSTITUTE
  • 13.7. TABLEAU SOFTWARE
  • 13.8. MICROSTRATEGY
  • 13.9. CLICKSOFTWARE
  • 13.10. CENTINA SYSTEMS
  • 13.11. PASKON
  • 13.12. NUMERIFY
  • 13.13. FIELD SQUARED
  • 13.14. HELPSHIFT
  • 13.15. ICHARTS
  • 13.16. BLUEFLETCH
  • 13.17. MOBI
  • 13.18. DATAHERO
  • 13.19. AGILE CRM
  • 13.20. SISENSE
  • 13.21. AUREUS ANALYTICS

*Details on Business Overview, Solutions and Services Offered, Recent Developments, SWOT Analysis, and MNM View might not be captured in case of unlisted companies.

14. APPENDIX

  • 14.1. KEY INSIGHTS OF INDUSTRY EXPERTS
  • 14.2. DISCUSSION GUIDE
  • 14.3. KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
  • 14.4. AVAILABLE CUSTOMIZATION
  • 14.5. RELATED REPORTS
  • 14.6. AUTHOR DETAILS
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