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Contact Center Analytics Market by Component (Software and Services), Application (Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management) - Global Forecast to 2022

Contact Center Analytics Market by Component (Software and Services), Application (Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management) - Global Forecast to 2022

“Demand for better customer experience management solutions to gain crucial insights into customer data remains the major driving factor for contact center analytics market”
The contact center analytics market size is projected to grow from USD 709.5 million in 2017 to USD 1,483.6 million by 2022, at a Compound Annual Growth Rate (CAGR) of 15.9%. Proliferation of cloud computing, growing demand for speech and text analytics solutions, and increased compliance requirements are other key factors fueling the growth of this market. However, high cost of investment and consumer data privacy rules and regulations are a few restraints for the growth of contact center analytics market.

“Customer experience management application is estimated to have the largest market size in 2017 in contact center analytics market. The trend is expected to continue during the forecast period”
Customer experience analytics aggregates customer interactions, transactions, feedback and, agent data to provide an end-to-end picture of the customer journey. It can provide multiple avenues for customer experience management through customer analytics. Contact centers can leverage from contact center analytics by integrating and analyzing customer data from multiple channels and utilize generated insights to improve their contact center operations and find new opportunities to engage and serve their customers. Some of the major opportunities include automatically assigning a reason for all customer contacts based on speech, text, desktop and transaction analytics.

“Asia Pacific (APAC) is expected to record the highest growth rate in the contact center analytics market by region”
Rising disposable income and increasing digitization have resulted in higher adoption of smartphones and other mobile devices. Huge volumes of data generated from these devices would demand technologically advanced analytics solutions to enhance the customer experience at contact centers and help generate revenues for various industries. Companies operating in the region provide different solutions based on organization size and customer requirements. The highly competitive environment in the region drives the need to promote and manage sales and marketing activities to build brand awareness and increase overall profitability.

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 key people. Break-up of profile of primary participants is as follows:
• By Company: Tier 1 – 20%, Tier 2 – 50%, and Tier 3 – 30%
• By Designation: C-level – 35%, Director level – 48%, and Others – 17%
• By Region: North America – 44%, Europe – 24%, and APAC – 32%

The contact center analytics market comprises the following major vendors:
1. Cisco Systems, Inc. (US)
2. Genpact Limited (Bermuda)
3. Verint Systems Inc. (US)
4. 8X8 Inc. (US)
5. Genesys (US)
6. Oracle Corporation (US)
7. Mitel Networks Corporation (Canada)
8. SAP SE (Germany)
9. NICE Ltd. (Israel)
10. Enghouse Interactive (US)
11. Five9, Inc. (US)
12. CallMiner (US)
13. Servion Global Solutions (India)

Scope of the Report:
The report segments the contact center analytics market on the basis of components (software and services); deployment models (on-premises and on-demand); applications (automatic call distributor, log management, risk and compliance management, real-time monitoring and reporting, workforce optimization, customer experience management, and other applications); industries (healthcare and life sciences, banking, financial services and insurance, manufacturing, retail and consumer goods, telecom and IT, travel and hospitality, energy and utilities, government and defense, academia and research, and other industries); and regions (North America, Europe, APAC, Middle East and Africa, and Latin America).

Reasons to Buy the Report:
• To get a comprehensive overview of the global contact center analytics market
• To gain comprehensive information about the top players in this market, their product portfolios, and key strategies adopted by them
• To gain insights into major countries/regions, in which the contact center analytics market is flourishing in various industries.


  • INTRODUCTION
    • OBJECTIVES OF THE STUDY
    • MARKET DEFINITION
    • MARKET SCOPE
    • YEARS CONSIDERED FOR THE STUDY
    • CURRENCY
      • Table UNITED STATES DOLLAR EXCHANGE RATE, 2014-2016
    • STAKEHOLDERS
  • RESEARCH METHODOLOGY
    • RESEARCH DATA
      • SECONDARY DATA
      • PRIMARY DATA
    • MARKET SIZE ESTIMATION
    • COMPETITIVE LEADERSHIP MAPPING METHODOLOGY
      • VENDOR INCLUSION CRITERIA
    • RESEARCH ASSUMPTIONS
    • LIMITATIONS
  • EXECUTIVE SUMMARY
  • PREMIUM INSIGHTS
    • ATTRACTIVE MARKET OPPORTUNITIES IN THE CONTACT CENTER ANALYTICS MARKET
    • CONTACT CENTER ANALYTICS MARKET SHARE ACROSS VARIOUS REGIONS
    • CONTACT CENTER ANALYTICS MARKET, BY INDUSTRY AND REGION
    • LIFECYCLE ANALYSIS, BY REGION, 2017
  • MARKET OVERVIEW AND INDUSTRY TRENDS
    • MARKET OVERVIEW
      • INTRODUCTION
      • MARKET DYNAMICS
      • DRIVERS
      • RESTRAINTS
      • OPPORTUNITIES
      • CHALLENGES
    • INDUSTRY TRENDS
      • CONTACT CENTER ANALYTICS USE CASES
    • CONTACT CENTER ANALYTICS, KEY PERFORMANCE INDICATORS
  • CONTACT CENTER ANALYTICS MARKET ANALYSIS, BY COMPONENT
    • INTRODUCTION
      • Table CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
      • SOFTWARE
        • Table CONTACT CENTER ANALYTICS MARKET SIZE, BY SOFTWARE, 2015-2022 (USD MILLION)
        • Table SPEECH ANALYTICS: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
        • Table CROSS-CHANNEL ANALYTICS: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
        • Table PREDICTIVE ANALYTICS: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
        • Table PERFORMANCE ANALYTICS: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
        • Table TEXT ANALYTICS: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • SERVICES
        • Table CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
  • CONTACT CENTER ANALYTICS MARKET ANALYSIS, BY APPLICATION
    • INTRODUCTION
      • Table CONTACT CENTER ANALYTICS MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION)
    • AUTOMATIC CALL DISTRIBUTOR
      • Table AUTOMATIC CALL DISTRIBUTOR: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • LOG MANAGEMENT
      • Table LOG MANAGEMENT: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • RISK AND COMPLIANCE MANAGEMENT
      • Table RISK AND COMPLIANCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • REAL-TIME MONITORING AND REPORTING
      • Table REAL-TIME MONITORING AND REPORTING: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • WORKFORCE OPTIMIZATION
      • Table WORKFORCE OPTIMIZATION: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • CUSTOMER EXPERIENCE MANAGEMENT
      • Table CUSTOMER EXPERIENCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • OTHERS
      • Table OTHERS: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • CONTACT CENTER ANALYTICS MARKET ANALYSIS, BY DEPLOYMENT MODEL
    • INTRODUCTION
      • Table CONTACT CENTER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION)
    • ON-PREMISES
      • Table ON-PREMISES: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • ON-DEMAND
      • Table ON-DEMAND: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION,2015-2022 (USD MILLION)
  • CONTACT CENTER ANALYTICS MARKET ANALYSIS, BY ORGANIZATION SIZE
    • INTRODUCTION
      • Table CONTACT CENTER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
    • SMALL AND MEDIUM-SIZED ENTERPRISES
      • Table SMALL AND MEDIUM-SIZED ENTERPRISES: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • LARGE ENTERPRISES
      • Table LARGE ENTERPRISES: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • CONTACT CENTER ANALYTICS MARKET ANALYSIS, BY INDUSTRY
    • INTRODUCTION
      • Table CONTACT CENTER ANALYTICS MARKET SIZE, BY INDUSTRY, 2015-2022 (USD MILLION)
    • BANKING, FINANCIAL SERVICES, AND INSURANCE
      • Table BANKING, FINANCIAL SERVICES, AND INSURANCE: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • HEALTHCARE AND LIFE SCIENCES
      • Table HEALTHCARE AND LIFE SCIENCES: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • MANUFACTURING
      • Table MANUFACTURING: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • RETAIL AND CONSUMER GOODS
      • Table RETAIL AND CONSUMER GOODS: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • ENERGY AND UTILITIES
      • Table ENERGY AND UTILITIES: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • TELECOM AND IT
      • Table TELECOM AND IT: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • TRAVEL AND HOSPITALITY
      • Table TRAVEL AND HOSPITALITY: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • GOVERNMENT AND DEFENSE
      • Table GOVERNMENT AND DEFENSE: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • ACADEMIA AND RESEARCH
      • Table ACADEMIA AND RESEARCH: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • OTHERS
      • Table OTHERS: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • GEOGRAPHIC ANALYSIS
    • INTRODUCTION
      • Table CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD BILLION)
    • NORTH AMERICA
      • Table NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY INDUSTRY, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SOFTWARE, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE , 2015-2022 (USD MILLION)
    • EUROPE
      • Table EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY INDUSTRY, 2015-2022 (USD MILLION)
      • Table EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
      • Table EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY SOFTWARE, 2015-2022 (USD MILLION)
      • Table EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
      • Table EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION)
      • Table EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION)
      • Table EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
    • ASIA PACIFIC
      • Table ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY INDUSTRY, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY SOFTWARE, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
    • LATIN AMERICA
      • Table LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY INDUSTRY, 2015-2022 (USD MILLION)
      • Table LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
      • Table LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SOFTWARE, 2015-2022 (USD MILLION)
      • Table LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
      • Table LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION)
      • Table LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION)
      • Table LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
    • MIDDLE EAST AND AFRICA
      • Table MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY INDUSTRY, 2015-2022 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SOFTWARE, 2015-2022 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
  • COMPETITIVE LANDSCAPE
    • COMPETITIVE LEADERSHIP MAPPING OVERVIEW
      • VISIONARY LEADERS
      • INNOVATORS
      • DYNAMIC DIFFERENTIATORS
      • EMERGING COMPANIES
    • CONTACT CENTER ANALYTICS MARKET (GLOBAL), COMPETITIVE LEADERSHIP MAPPING, 2017
      • Table MARKET RANKING FOR THE CONTACT CENTER ANALYTICS MARKET, 2017
    • COMPETITIVE BENCHMARKING
      • BUSINESS STRATEGIES ADOPTED BY MAJOR PLAYERS IN THE CONTACT CENTER ANALYTICS MARKET
      • ANALYSIS OF PRODUCT PORTFOLIO OF MAJOR PLAYERS IN THE CONTACT CENTER ANALYTICS MARKET
  • COMPANY PROFILES
    • CISCO SYSTEMS, INC.
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
      • KEY RELATIONSHIPS
    • GENPACT LIMITED
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
      • KEY RELATIONSHIPS
    • VERINT SYSTEMS INC.
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
      • KEY RELATIONSHIPS
    • 8X8, INC.
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
      • KEY RELATIONSHIPS
    • GENESYS
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
      • KEY RELATIONSHIPS
    • ORACLE CORPORATION
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
    • MITEL NETWORKS CORPORATION
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
    • SAP SE
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • KEY RELATIONSHIPS
    • NICE LTD.
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
    • ENGHOUSE INTERACTIVE
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
    • FIVE9, INC.
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
    • CALLMINER
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
      • KEY RELATIONSHIPS
    • SERVION GLOBAL SOLUTIONS
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
  • APPENDIX
    • DISCUSSION GUIDE
    • KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
    • AVAILABLE CUSTOMIZATION
    • RELATED REPORTS
    • AUTHOR DETAILS

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