Global Contact Center Analytics Market Research Report- Forecast 2023

Global Contact Center Analytics Market, By Component (Software, Services), By Deployment (On-premises, on-demand), By Organization size, By Application (Real-time Monitoring, Workforce Optimization, Customer Experience Management), By End-users (BFSI, Healthcare, Manufacturing, Retail) - Forecast 2023

ID: MRFR/ICT/2632-HCR | February 2021 | Region: Global | 100 pages

Market Synopsis of Global Contact Center Analytics Market:
Market Scenario:
Contact center analytics are mostly used to measure the performance of customer service representatives individually as well as in whole. The analytics are used to understand the overall approach of customer relationship management in a proper manner. They are generally used by the call centers to evaluate interactions and identify the gap so that proper corrections can be done. The call center analytics helps organizations to overcome everyday challenges.


The factors contributing to the growth of the contact center analytics market are increasing demand for improved customer experience management solutions, enables companies to gain crucial insights to enhance customer experience and proliferation of cloud computing. Furthermore, factors such as increasing demand for various analytical solutions and the growing compliance requirements are expected to boost the growth of the contact center analytics market over the forecast period, 2017-2023.


Also, over the next few years contact centers improving the multichannel and cross channel customer experience. The customers use various different methods such as emails, voice chat, and web chat among others.


Geographically, North America accounted for the largest market share in the global contact center analytics market, whereas Asia-Pacific is expected to grow at a fast pace over the forecast period, 2017-2023.


Study Objectives of Global Contact Center Analytics Market:



  • To provide detailed analysis of the market structure along with forecast of the various segments and sub-segments of the global contact center analytics market.

  • To provide insights about factors affecting the market growth.

  • To analyze the global contact center analytics market based porter’s five force analysis etc.

  • To provide historical and forecast revenue of the market segments and sub-segments with respect to four main geographies and their countries- North America, Europe, Asia, and Rest of the World (ROW).

  • To provide country level analysis of the market with respect to the current market size and future prospective.

  • To provide country level analysis of the market for segment by component, deployment, organization size, application, end-users and region.

  • To provide strategic profiling of key players in the market, comprehensively analyzing their core competencies, and drawing a competitive landscape for the market.

  • To track and analyze competitive developments such as joint ventures, strategic alliances, mergers and acquisitions, new product developments, and research and developments in the global contact center analytics


Global Contact Center Analytics Market Global Contact Center Analytics Market


Key Players
The key players in the global contact center analytics market include Cisco Systems, Inc. (US), Verint Systems Inc. (US), Genpact Limited (Bermuda),  Genesys (US), 8X8 Inc. (US),  Mitel Networks Corporation (Canada), Oracle Corporation (US), SAP SE (Germany), NICE Ltd. (Israel), Five9, Inc. (US), Enghouse Interactive (US), Servion Global Solutions (India) and CallMiner (US) among others.


Segments
For the purpose of this study, Market Research Future has segmented the market of contact center market into component, deployment, organization size, application, end-users and region.


Component



  • Software

  • Solutions


Deployment



  • On-premises

  • On-demand


Organization Size



  • Small

  • Medium

  • .Large


Application



  • Workforce Optimization

  • Risk Management

  • Customer Experience Management

  • Real-time Monitoring

  • Others


End-users



  • BFSI

  • Government

  • Retail

  • Healthcare

  • Manufacturing

  • IT & Telecommunications

  • Hospitality

  • Defense

  • Energy

  • Others


Region



  • North-America

  • Europe

  • Asia-Pacific

  • RoW


Regional Analysis
Regionally, North-America accounted for the largest market share, increased adoption of new technological solutions, regional growth of the customer experience management and increasing customer expectations, hub for industries with large operation base and customer contact centers and increasing adoption of of cloud-based analytics solutions across various industries.


Intended Audience



  • Manufacturers

  • Distributors

  • Research firms

  • Consultancy firms

  • Software Developers

  • Vendors

  • Semiconductor Manufacturers

  • End-user sectors

  • Technology Investors


 



TABLE OF CONTENTS

1 MARKET INTRODUCTION

1.1 INTRODUCTION

1.2 SCOPE OF STUDY

1.2.1 RESEARCH OBJECTIVE

1.2.2 ASSUMPTIONS

1.2.3 LIMITATIONS

1.3 MARKET STRUCTURE

2 RESEARCH METHODOLOGY

2.1 RESEARCH NETWORK SOLUTION

2.2 PRIMARY RESEARCH

2.3 SECONDARY RESEARCH

2.4 FORECAST MODEL

2.4.1 MARKET DATA COLLECTION, ANALYSIS & FORECAST

2.4.2 MARKET SIZE ESTIMATION

3 MARKET DYNAMICS

3.1 INTRODUCTION

3.2 MARKET DRIVERS

3.3 MARKET CHALLENGES

3.4 MARKET OPPORTUNITIES

3.5 MARKET RESTRAINTS

4 EXECUTIVE SUMMARY

5. MARKET FACTOR ANALYSIS

5.1 PORTER’S FIVE FORCES ANALYSIS

5.2 SUPPLY CHAIN ANALYSIS

6 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY SEGMENTS

6.1 INTRODUCTION

6.2 MARKET STATISTICS

6.2.1 BY COMPONENT

6.2.1.1 SOFTWARE

6.2.1.2 SOLUTIONS

6.2.2 BY DEPLOYMENT

6.2.2.1 ON-PREMISES

6.2.2.2 ON-DEMAND

6.2.3 BY ORGANIZATION SIZE

6.2.3.1 SMALL

6.2.3.2 MEDIUM

6.2.3.4 LARGE

6.2.4 BY APPLICATION

6.2.4.1 WORK OPTIMIZATION

6.2.4.2 RISK MANAGEMENT

6.2.4.3 CUSTOMER EXPERIENCE MANAGEMENT

6.2.4.4 REAL TIME MONITORING

6.2.4.5 OTHERS

6.2.5 BY END-USERS

6.2.5.1 BFSI

6.2.5.2 HEALTHCARE

6.2.5.3 MANUFACTURING

6.2.5.4 GOVERNMENT

6.2.5.5 RETAIL

6.2.5.6 IT & TELECOMMUNICATIONS

6.2.5.7 HOSPITALITY

6.2.5.8 DEFENSE

6.2.5.9 ENERGY

6.2.5.10 OTHERS

7 COMPETITIVE ANALYSIS

7.1 MARKET SHARE ANALYSIS

7.2 COMPANY PROFILES

7.2.1 CISCO SYSTEMS, INC. (US)

7.2.2 VERINT SYSTEMS INC. (US)

7.2.3 GENPACT LIMITED (BERMUDA)

7.2.4 GENESYS (US)

7.2.5 8X8 INC. (US)

7.2.6 MITEL NETWORKS CORPORATION (CANADA)

7.2.7 ORACLE CORPORATION (US)

7.2.8 SAP SE (GERMANY)

7.2.9 NICE LTD. (ISRAEL)

7.2.10 ENGHOUSE INTERACTIVE (US)

7.2.11 SERVION GLOBAL SOLUTIONS (INDIA)

7.2.12 OTHERS


LIST OF TABLES

TABLE 1 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 2 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 3 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 4 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 5 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY END-USERS

TABLE 6 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY REGION

TABLE 7 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 8 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 9 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 10 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 11 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY END-USERS

TABLE 12 U.S CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 13 U.S. CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 14 U.S CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 15 U.S. CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 16 U.S. CONTACT CENTER ANALYTICS MARKET, BY END-USER

TABLE 17 CANADA CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 18 CANADA CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 19 CANADA CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 20 CANADA CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 21 CANADA CONTACT CENTER ANALYTICS MARKET, BY END-USER

TABLE 22 EUROPE CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 23 EUROPE CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 24 EUROPE CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 25 EUROPE CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 26 EUROPE CONTACT CENTER ANALYTICS MARKET, BY END-USER

TABLE 27 GERMANY CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 28 GERMANY CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 29 GERMANY CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 30 GERMANY CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 3 1 GERMANY CONTACT CENTER ANALYTICS MARKET, BY END-USER

TABLE 32 FRANCE CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 33 FRANCE CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 34 FRANCE CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 35 FRANCE CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 36 FRANCE CONTACT CENTER ANALYTICS MARKET, BY END-USER

TABLE 37 U.K. CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 38 U.K. CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 39 U.K. CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 40 U.K. CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 41 U.K. CONTACT CENTER ANALYTICS MARKET, BY END-USERS

TABLE 42 REST OF EUROPE CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 43 REST OF EUROPE CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 44 REST OF EUROPE CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 45 REST OF EUROPE CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 46 REST OF EUROPE CONTACT CENTER ANALYTICS MARKET, BY END-USERS

TABLE 47 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 48 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 49 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 50 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 51 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY END-USERS

TABLE 52 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 53 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 54 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 55 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 56 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY END-USERS

LIST OF FIGURES

FIGURE 1 RESEARCH METHODOLOGY

FIGURE 2 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY COMPONENT (%)

FIGURE 3 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT (%)

FIGURE 4 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY APPLICATION (%)

FIGURE 5 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE (%)

FIGURE 6 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY END-USERS (%)

FIGURE 7 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY REGIONS (%)

FIGURE 8 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY COMPONENT (%)

FIGURE 9 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT (%)

FIGURE 10 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY APPLICATION (%)

FIGURE 11 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE (%)

FIGURE 12 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY END-USERS (%)

FIGURE 13 EUROPE CONTACT CENTER ANALYTICS MARKET, BY COMPONENT (%)

FIGURE 14 EUROPE CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT (%)

FIGURE 15 EUROPE CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE (%)

FIGURE 16 EUROPE CONTACT CENTER ANALYTICS MARKET, BY END-USERS (%)

FIGURE 17 EUROPE CONTACT CENTER ANALYTICS MARKET, BY APPLICATION (%)

FIGURE 18 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY COMPONENT (%)

FIGURE 19 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT (%)

FIGURE 20 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY APPLICATION (%)

FIGURE 21 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATIOPN SIZE (%)

FIGURE 22 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY END-USERS (%)

FIGURE 23 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY COMPONENT (%)

FIGURE 24 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT (%)

FIGURE 25 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY APPLICATION (%)

FIGURE 26 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE (%)

FIGURE 27 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY APPLICATION (%)