Market Research Logo

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

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
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 Hence, it has become necessary for engineering industries to replace their outdated software solutions with the advanced service analytics solutions.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.


  • INTRODUCTION
    • OBJECTIVES OF THE STUDY
    • MARKET DEFINITION
    • MARKET SCOPE
    • YEARS CONSIDERED FOR THE STUDY
    • CURRENCY
      • Table UNITED STATES DOLLAR EXCHANGE RATE, 2015–2017
    • STAKEHOLDERS
  • RESEARCH METHODOLOGY
    • RESEARCH DATA
      • SECONDARY DATA
      • PRIMARY DATA
    • MARKET SIZE ESTIMATION
    • RESEARCH ASSUMPTIONS
    • LIMITATIONS
  • EXECUTIVE SUMMARY
  • PREMIUM INSIGHTS
    • ATTRACTIVE MARKET OPPORTUNITIES IN THE SERVICE ANALYTICS MARKET
    • SERVICE ANALYTICS MARKET: MARKET SHARE ACROSS REGIONS
    • SERVICE ANALYTICS MARKET: TOP 4 INDUSTRIES AND REGIONS
  • MARKET OVERVIEW AND INDUSTRY TRENDS
    • MARKET OVERVIEW
    • MARKET DYNAMICS
      • DRIVERS
      • RESTRAINTS
      • OPPORTUNITIES
      • CHALLENGES
    • INDUSTRY TRENDS
      • SERVICE ANALYTICS MARKET: REGULATIONS
      • SERVICE ANALYTICS MARKET: USE CASES
  • SERVICE ANALYTICS MARKET, BY BUSINESS APPLICATION
    • INTRODUCTION
      • Table SERVICE ANALYTICS MARKET SIZE, BY BUSINESS APPLICATION, 2016–2023 (USD MILLION)
    • CUSTOMER SERVICE ANALYTICS
      • Table CUSTOMER SERVICE ANALYTICS: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
    • FIELD SERVICE ANALYTICS
      • Table FIELD SERVICE ANALYTICS: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
    • IT SERVICE ANALYTICS
      • Table IT SERVICE ANALYTICS: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
  • SERVICE ANALYTICS MARKET, BY COMPONENT
    • INTRODUCTION
      • Table SERVICE ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2023 (USD MILLION)
    • SOLUTION
      • Table SOLUTION: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
    • SERVICES
      • Table SERVICES: SERVICE ANALYTICS MARKET SIZE, BY TYPE, 2016–2023 (USD MILLION)
      • Table SERVICES: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
      • MANAGED SERVICES
        • Table MANAGED SERVICES: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
      • PROFESSIONAL SERVICES
        • Table PROFESSIONAL SERVICES: SERVICE ANALYTICS MARKET SIZE, BY TYPE, 2016–2023 (USD MILLION)
        • Table PROFESSIONAL SERVICES: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
        • Table SUPPORT AND MAINTENANCE MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
        • Table CONSULTING MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
  • SERVICE ANALYTICS MARKET, BY DEPLOYMENT MODEL
    • INTRODUCTION
      • Table SERVICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2023 (USD MILLION)
    • ON-PREMISES
      • Table ON-PREMISES: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
    • CLOUD
      • Table CLOUD: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
  • SERVICE ANALYTICS MARKET, BY ORGANIZATION SIZE
    • INTRODUCTION
      • Table SERVICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016–2023 (USD MILLION)
    • LARGE ENTERPRISES
      • Table LARGE ENTERPRISES: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
    • SMALL AND MEDIUM-SIZED ENTERPRISES
      • Table SMALL AND MEDIUM-SIZED ENTERPRISES: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
  • SERVICE ANALYTICS MARKET, BY INDUSTRY
    • INTRODUCTION
      • Table SERVICE ANALYTICS MARKET SIZE, BY INDUSTRY, 2016–2023 (USD MILLION)
    • BANKING, FINANCIAL SERVICES, AND INSURANCE
      • Table BANKING, FINANCIAL SERVICES, AND INSURANCE: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
    • RETAIL AND ECOMMERCE
      • Table RETAIL AND ECOMMERCE: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
    • HEALTHCARE
      • Table HEALTHCARE: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
    • GOVERNMENT AND DEFENSE
      • Table GOVERNMENT AND DEFENSE: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
    • TELECOMMUNICATIONS
      • Table TELECOMMUNICATIONS: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
    • MANUFACTURING
      • Table MANUFACTURING: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
    • ENERGY AND UTILITIES
      • Table ENERGY AND UTILITIES: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
    • OTHERS
      • Table OTHERS: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
  • SERVICE ANALYTICS MARKET, BY REGION
    • INTRODUCTION
      • Table SERVICE ANALYTICS MARKET, BY REGION, 2016–2023 (USD MILLION)
    • NORTH AMERICA
      • Table NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY COUNTRY, 2016–2023 (USD MILLION)
      • BY COUNTRY
      • BY COMPONENT
        • Table NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2023 (USD MILLION)
      • BY SERVICE
        • Table NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY SERVICE, 2016–2023 (USD MILLION)
      • BY PROFESSIONAL SERVICE
        • Table NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2023 (USD MILLION)
      • BY BUSINESS APPLICATION
        • Table NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY BUSINESS APPLICATION, 2016–2023 (USD MILLION)
      • BY DEPLOYMENT MODEL
        • Table NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2023 (USD MILLION)
      • BY ORGANIZATION SIZE
        • Table NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016–2023 (USD MILLION)
      • BY INDUSTRY
        • Table NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY INDUSTRY, 2016–2023 (USD MILLION)
    • EUROPE
      • Table EUROPE: SERVICE ANALYTICS MARKET SIZE, BY COUNTRY, 2016–2023 (USD MILLION)
      • BY COUNTRY
      • BY COMPONENT
        • Table EUROPE: SERVICE ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2023 (USD MILLION)
      • BY SERVICE
        • Table EUROPE: SERVICE ANALYTICS MARKET SIZE, BY SERVICE, 2016–2023 (USD MILLION)
      • BY PROFESSIONAL SERVICE
        • Table EUROPE: SERVICE ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2023 (USD MILLION)
      • BY BUSINESS APPLICATION
        • Table EUROPE: SERVICE ANALYTICS MARKET SIZE, BY BUSINESS APPLICATION, 2016–2023 (USD MILLION)
      • BY DEPLOYMENT MODEL
        • Table EUROPE: SERVICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2023 (USD MILLION)
      • BY ORGANIZATION SIZE
        • Table EUROPE: SERVICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016–2023 (USD MILLION)
      • BY INDUSTRY
        • Table EUROPE: SERVICE ANALYTICS MARKET SIZE, BY INDUSTRY, 2016–2023 (USD MILLION)
    • ASIA PACIFIC
      • Table ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY COUNTRY, 2016–2023 (USD MILLION)
      • BY COUNTRY
      • BY COMPONENT
        • Table ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2023 (USD MILLION)
      • BY SERVICE
        • Table ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY SERVICE, 2016–2023 (USD MILLION)
      • BY PROFESSIONAL SERVICE
        • Table ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2023 (USD MILLION)
      • BY BUSINESS APPLICATION
        • Table ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY BUSINESS APPLICATION, 2016–2023 (USD MILLION)
      • BY DEPLOYMENT MODEL
        • Table ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2023 (USD MILLION)
      • BY ORGANIZATION SIZE
        • Table ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016–2023 (USD MILLION)
      • BY INDUSTRY
        • Table ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY INDUSTRY, 2016–2023 (USD MILLION)
    • LATIN AMERICA
      • Table LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY COUNTRY, 2016–2023 (USD MILLION)
      • BY COUNTRY
      • BY COMPONENT
        • Table LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2023 (USD MILLION)
      • BY SERVICE
        • Table LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY SERVICE, 2016–2023 (USD MILLION)
      • BY PROFESSIONAL SERVICE
        • Table LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2023 (USD MILLION)
      • BY BUSINESS APPLICATION
        • Table LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY BUSINESS APPLICATION, 2016–2023 (USD MILLION)
      • BY DEPLOYMENT MODEL
        • Table LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2023 (USD MILLION)
      • BY ORGANIZATION SIZE
        • Table LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016–2023 (USD MILLION)
      • BY INDUSTRY
        • Table LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY INDUSTRY, 2016–2023 (USD MILLION)
    • MIDDLE EAST AND AFRICA
      • BY SUB-REGION
        • Table MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY SUB-REGION, 2016–2023 (USD MILLION)
      • BY COMPONENT
        • Table MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY COMPONENT, 2016–2023 (USD MILLION)
      • BY SERVICE
        • Table MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY SERVICE, 2016–2023 (USD MILLION)
      • BY PROFESSIONAL SERVICE
        • Table MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2023 (USD MILLION)
      • BY BUSINESS APPLICATION
        • Table MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY BUSINESS APPLICATION, 2016–2023 (USD MILLION)
      • BY DEPLOYMENT MODEL
        • Table MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2023 (USD MILLION)
      • BY ORGANIZATION SIZE
        • Table MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016–2023 (USD MILLION)
      • BY INDUSTRY
        • Table MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY INDUSTRY, 2016–2023 (USD MILLION)
  • COMPETITIVE LANDSCAPE
    • OVERVIEW
    • COMPETITIVE SCENARIO
      • NEW PRODUCT LAUNCHES AND PRODUCT UPGRADATIONS
        • Table NEW PRODUCT LAUNCHES AND PRODUCT UPGRADATIONS, 2017–2018
      • PARTNERSHIPS AND COLLABORATIONS
        • Table PARTNERSHIPS AND COLLABORATIONS, 2017
      • ACQUISITIONS
        • Table ACQUISITIONS, 2015–2018
      • BUSINESS EXPANSIONS
        • Table BUSINESS EXPANSIONS, 2015–2018
    • SERVICE ANALYTICS MARKET: PROMINENT PLAYERS
      • Table KEY PLAYERS IN THE SERVICE ANALYTICS MARKET
  • COMPANY PROFILES
    • MICROSOFT
      • BUSINESS OVERVIEW
      • SOLUTIONS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
      • SWOT ANALYSIS
      • MNM VIEW
    • ORACLE
      • BUSINESS OVERVIEW
      • SOLUTIONS AND SERVICES OFFERED
      • SWOT ANALYSIS
      • MNM VIEW
    • SALESFORCE
      • BUSINESS OVERVIEW
      • SOLUTIONS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
      • SWOT ANALYSIS
      • MNM VIEW
    • SAP
      • BUSINESS OVERVIEW
      • SOLUTIONS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
      • SWOT ANALYSIS
      • MNM VIEW
    • SERVICENOW
      • BUSINESS OVERVIEW
      • SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
      • SWOT ANALYSIS
      • MNM VIEW
    • SAS INSTITUTE
      • BUSINESS OVERVIEW
      • SOLUTIONS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • TABLEAU SOFTWARE
      • BUSINESS OVERVIEW
      • SOLUTIONS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • MICROSTRATEGY
      • BUSINESS OVERVIEW
      • SOLUTIONS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • CLICKSOFTWARE
      • BUSINESS OVERVIEW
      • SOLUTIONS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
    • CENTINA SYSTEMS
      • BUSINESS OVERVIEW
      • SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
    • PASKON
      • BUSINESS OVERVIEW
      • SOLUTIONS AND SERVICES OFFERED
    • NUMERIFY
      • BUSINESS OVERVIEW
      • SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
    • FIELD SQUARED
      • BUSINESS OVERVIEW
      • SOLUTIONS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
    • HELPSHIFT
      • BUSINESS OVERVIEW
      • SOLUTIONS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
    • ICHARTS
      • BUSINESS OVERVIEW
      • SOLUTIONS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
    • BLUEFLETCH
      • BUSINESS OVERVIEW
      • SOLUTIONS AND SERVICES OFFERED
    • MOBI
      • BUSINESS OVERVIEW
      • SOLUTIONS AND SERVICES OFFERED
    • DATAHERO
      • BUSINESS OVERVIEW
      • SOLUTIONS AND SERVICES OFFERED
    • AGILE CRM
      • BUSINESS OVERVIEW
      • SOLUTIONS AND SERVICES OFFERED
    • SISENSE
      • BUSINESS OVERVIEW
      • SOLUTIONS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
    • AUREUS ANALYTICS
      • BUSINESS OVERVIEW
      • SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
  • APPENDIX
    • KEY INSIGHTS OF INDUSTRY EXPERTS
    • DISCUSSION GUIDE
    • KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
    • AVAILABLE CUSTOMIZATION
    • RELATED REPORTS
    • AUTHOR DETAILS

Download our eBook: How to Succeed Using Market Research

Learn how to effectively navigate the market research process to help guide your organization on the journey to success.

Download eBook

Share this report