Market Overview:
The Global Contact Center Analytics Market was valued at USD 624.8 million in 2016 and is projected to reach USD 2,398.3 million by 2025, growing at a CAGR of 16.12% from 2017 to 2025.
Contact centre analytics helps organizations realize one of their key objectives â€" reduce the costs of operations while maintaining customer satisfaction. Contact centre analytics combines speech analytics, customer experience analytics. Contact centers helps to analyze data, combining information on what has occurred in the past, present events, and projected future actions. Then they’re using the insight that they gain from this analysis to direct, optimize, and automate their decision making.
Sample Infographics:
Market Dynamics:
1. Market Drivers
1.1 Emerging social media analytics
1.2 Increasing demand for predictive analytics and real-time monitoring and analytics
1.3 Rising demand for speech and text analytics
1.4 Growing requirement for better customer experience management solutions
1.5 Emerging of cloud computing
1.6 Growing compliance requirements
2. Market Restraints
2.1 High infrastructural and operational costs
2.2 Concerns for consumer data privacy
2.3 Poor holistic analytics approach in contact centers
Market Segmentation:
The Global Contact Center Analytics Market is segmented on the application, organization size, component, deployment model, application, touch point, vertical, and region.
1. By Application:
1.1 Customer Experience Management
1.2 Automatic Call Distributor
1.3 Real-time Monitoring and Reporting
1.4 Log Management
1.5 Risk and Compliance Management
1.6 Workforce Optimization
2. Organization Size:
2.1 Large Enterprises
2.2 Small and Medium Organizations
3. By Component:
3.1 Software
3.1.1 Text Analytics
3.1.2 Speech Analytics
3.1.3 Cross-Channel Analytics
3.1.4 Performance Analytics
3.1.5 Predictive Analytics
3.2 Services
4. By Deployment Mode:
4.1 Cloud-based
4.2 On-premises
5. By Vertical:
5.1 Healthcare
5.2 Government and Defense
5.3 IT and Telecom
5.4 Banking, Financial Services, and Insurance (BFSI)
5.5 Travel and Hospitality
5.6 Retail and e-commerce
5.7 Education
5.8 Others
6. By Region:
6.1 North America (U.S., Canada, Mexico)
6.2 Europe (Germany, UK, France, Rest of Europe)
6.3 Asia Pacific (China, India, Japan, Rest of Asia Pacific)
6.4 Latin America (Brazil, Argentina, Rest of Latin America)
6.5 Middle East & Africa
Competitive Landscape:
The major players in the market are as follows:
1. Mitel Networks Corporation
2. SAP SE
3. Genpact Limited
4. Verint Systems Inc.
5. Oracle Corporation
6. Genesys
7. Enghouse Interactive
8. Servion Global Solutions
9. Callminer
10. Nice Ltd.
11. Five9, Inc.
12. Cisco Systems, Inc.
13. 8x8, Inc.
These major players have adopted various organic as well as inorganic growth strategies such as mergers & acquisitions, new product launches, expansions, agreements, joint ventures, partnerships, and others to strengthen their position in this market.
RESEARCH METHODOLOGY OF VERIFIED MARKET INTELLIGENCE:
Research study on the Global Contact Center Analytics Market was performed in five phases which include Secondary research, Primary research, subject matter expert advice, quality check and final review.
The market data was analyzed and forecasted using market statistical and coherent models. Also market shares and key trends were taken into consideration while making the report. Apart from this, other data models include Vendor Positioning Grid, Market Time Line Analysis, Market Overview and Guide, Company Positioning Grid, Company Market Share Analysis, Standards of Measurement, Top to Bottom Analysis and Vendor Share Analysis.
To know more about the Research Methodology of Verified Market Intelligence and other aspects of the research study, kindly get in touch with our sales team
1 INTRODUCTION OF GLOBAL CONTACT CENTER ANALYTICS MARKET
1.1 Overview of the Market
1.2 Scope of Report
1.3 Assumptions
2 EXECUTIVE SUMMARY
3 RESEARCH METHODOLOGY OF VERIFIED MARKET INTELLIGENCE
3.1 Data Mining
3.2 Validation
3.3 Primary Interviews
3.4 List of Data Sources
4 GLOBAL CONTACT CENTER ANALYTICS MARKET OUTLOOK
4.1 Overview
4.2 Market Dynamics
4.2.1 Drivers
4.2.2 Restraints
4.2.3 Opportunities
4.3 Porters Five Force Model
4.4 Value Chain Analysis
4.5 Regulatory Framework
5 GLOBAL CONTACT CENTER ANALYTICS MARKET By Application:
5.1 Customer Experience Management
5.2 Automatic Call Distributor
5.3 Real-time Monitoring and Reporting
5.4 Log Management
5.5 Risk and Compliance Management
5.6 Workforce Optimization
6 GLOBAL CONTACT CENTER ANALYTICS MARKET Organization Size:
6.1 Large Enterprises
6.2 Small and Medium Organizations
7 GLOBAL CONTACT CENTER ANALYTICS MARKET By Component:
7.1 Software
7.1.1 Text Analytics
7.1.2 Speech Analytics
7.1.3 Cross-Channel Analytics
7.1.4 Performance Analytics
7.1.5 Predictive Analytics
7.2 Services
8 GLOBAL CONTACT CENTER ANALYTICS MARKET By Deployment Mode:
8.1 Cloud-based
8.2 On-premises
9 GLOBAL CONTACT CENTER ANALYTICS MARKET By Vertical:
9.1 Healthcare
9.2 Government and Defense
9.3 IT and Telecom
9.4 Banking, Financial Services, and Insurance (BFSI)
9.5 Travel and Hospitality
9.6 Retail and e-commerce
9.7 Education
9.8 Others
10 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY GEOGRAPHY
10.1 Overview
10.2 North America Regional Market Estimates and Forecasts, 2012 - 2025
10.2.1 U.S.
10.2.2 Canada
10.2.3 Mexico
10.3 Europe Regional Market Estimates and Forecasts, 2012 - 2025
10.3.1 Germany
10.3.2 U.K.
10.3.3 France
10.3.4 Rest of Europe
10.4 Asia Pacific Regional Market Estimates and Forecasts, 2012 - 2025
10.4.1 China
10.4.2 Japan
10.4.3 India
10.4.4 Rest of Asia Pacific
10.5 Latin America Regional Market Estimates and Forecasts, 2012 - 2025
10.5.1 Brazil
10.5.2 Argentina
10.6 Rest of the World Regional Market Estimates and Forecasts, 2012 â€" 2025
11 GLOBAL CONTACT CENTER ANALYTICS MARKET COMPETITIVE LANDSCAPE
11.1 Overview
11.2 Company Market Share
11.3 Vendor Landscape
11.4 Key Development Strategies
12 COMPANY PROFILES
12.1 Mitel Networks Corporation
12.1.1 Overview
12.1.2 Financial Performance
12.1.3 Product Outlook
12.1.4 Key Developments
12.2 SAP SE
12.2.1 Overview
12.2.2 Financial Performance
12.2.3 Product Outlook
12.2.4 Key Developments
12.3 Genpact Limited
12.3.1 Overview
12.3.2 Financial Performance
12.3.3 Product Outlook
12.3.4 Key Developments
12.4 Verint Systems Inc.
12.4.1 Overview
12.4.2 Financial Performance
12.4.3 Product Outlook
12.4.4 Key Developments
12.5 Oracle Corporation
12.5.1 Overview
12.5.2 Financial Performance
12.5.3 Product Outlook
12.5.4 Key Developments
12.6 Genesys
12.6.1 Overview
12.6.2 Financial Performance
12.6.3 Product Outlook
12.6.4 Key Developments
12.7 Enghouse Interactive
12.7.1 Overview
12.7.2 Financial Performance
12.7.3 Product Outlook
12.7.4 Key Developments
12.8 Servion Global Solutions
12.8.1 Overview
12.8.2 Financial Performance
12.8.3 Product Outlook
12.8.4 Key Developments
12.9 Callminer
12.9.1 Overview
12.9.2 Financial Performance
12.9.3 Product Outlook
12.9.4 Key Developments
12.10 Nice Ltd.
12.10.1 Overview
12.10.2 Financial Performance
12.10.3 Product Outlook
12.10.4 Key Developments
12.11 Five9, Inc.
12.11.1 Overview
12.11.2 Financial Performance
12.11.3 Product Outlook
12.11.4 Key Developments
12.12 Cisco Systems, Inc.
12.12.1 Overview
12.12.2 Financial Performance
12.12.3 Product Outlook
12.12.4 Key Developments
12.13 8x8, Inc.
12.13.1 Overview
12.13.2 Financial Performance
12.13.3 Product Outlook
12.13.4 Key Developments
13 Appendix
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