Contact Center Analytics Market - Global Outlook and Forecast 2022-2028

March 2022 | 66 pages | ID: C6BFF34489C4EN
Market Monitor Global

Abstracts

This report contains market size and forecasts of Contact Center Analytics in Global, including the following market information:

Global Contact Center Analytics Market Revenue, 2017-2022, 2023-2028, ($ millions)

Global top five companies in 2021 (%)

The global Contact Center Analytics market was valued at 1178.4 million in 2021 and is projected to reach US$ 2661.2 million by 2028, at a CAGR of 12.3% during the forecast period.

The U.S. Market is Estimated at $ Million in 2021, While China is Forecast to Reach $ Million by 2028.

On-Premises Segment to Reach $ Million by 2028, with a % CAGR in next six years.

The global key manufacturers of Contact Center Analytics include Cisco Systems, Inc., Genpact Limited, Verint Systems Inc., 8x8, Inc., Genesys, Oracle Corporation, Mitel Networks Corporation, SAP SE and Nice Ltd., etc. In 2021, the global top five players have a share approximately % in terms of revenue.

MARKET MONITOR GLOBAL, INC (MMG) has surveyed the Contact Center Analytics companies, and industry experts on this industry, involving the revenue, demand, product type, recent developments and plans, industry trends, drivers, challenges, obstacles, and potential risks.

Total Market by Segment:

Global Contact Center Analytics Market, by Type, 2017-2022, 2023-2028 ($ millions)

Global Contact Center Analytics Market Segment Percentages, by Type, 2021 (%)

• On-Premises
• On-Demand

Global Contact Center Analytics Market, by Application, 2017-2022, 2023-2028 ($ millions)

Global Contact Center Analytics Market Segment Percentages, by Application, 2021 (%)

• Automatic Call Distributor
• Log Management
• Risk and Compliance Management
• Real-time Monitoring and Reporting
• Workforce Optimization
• Customer Experience Management
• Others applications

Global Contact Center Analytics Market, By Region and Country, 2017-2022, 2023-2028 ($ Millions)

Global Contact Center Analytics Market Segment Percentages, By Region and Country, 2021 (%)

• North America
• US
• Canada
• Mexico
• Europe
• Germany
• France
• U.K.
• Italy
• Russia
• Nordic Countries
• Benelux
• Rest of Europe
• Asia
• China
• Japan
• South Korea
• Southeast Asia
• India
• Rest of Asia
• South America
• Brazil
• Argentina
• Rest of South America
• Middle East & Africa
• Turkey
• Israel
• Saudi Arabia
• UAE
• Rest of Middle East & Africa

Competitor Analysis

The report also provides analysis of leading market participants including:

Key companies Contact Center Analytics revenues in global market, 2017-2022 (estimated), ($ millions)

Key companies Contact Center Analytics revenues share in global market, 2021 (%)

Further, the report presents profiles of competitors in the market, key players include:

• Cisco Systems, Inc.
• Genpact Limited
• Verint Systems Inc.
• 8x8, Inc.
• Genesys
• Oracle Corporation
• Mitel Networks Corporation
• SAP SE
• Nice Ltd.
• Enghouse Interactive
• Five9, Inc.
• Callminer
• Servion Global Solutions

Contents

1 INTRODUCTION TO RESEARCH & ANALYSIS REPORTS

1.1 Contact Center Analytics Market Definition
1.2 Market Segments
  1.2.1 Market by Type
  1.2.2 Market by Application
1.3 Global Contact Center Analytics Market Overview
1.4 Features & Benefits of This Report
1.5 Methodology & Sources of Information
  1.5.1 Research Methodology
  1.5.2 Research Process
  1.5.3 Base Year
  1.5.4 Report Assumptions & Caveats

2 GLOBAL CONTACT CENTER ANALYTICS OVERALL MARKET SIZE

2.1 Global Contact Center Analytics Market Size: 2021 VS 2028
2.2 Global Contact Center Analytics Market Size, Prospects & Forecasts: 2017-2028
2.3 Key Market Trends, Opportunity, Drivers and Restraints
  2.3.1 Market Opportunities & Trends
  2.3.2 Market Drivers
  2.3.3 Market Restraints

3 COMPANY LANDSCAPE

3.1 Top Contact Center Analytics Players in Global Market
3.2 Top Global Contact Center Analytics Companies Ranked by Revenue
3.3 Global Contact Center Analytics Revenue by Companies
3.4 Top 3 and Top 5 Contact Center Analytics Companies in Global Market, by Revenue in 2021
3.5 Global Companies Contact Center Analytics Product Type
3.6 Tier 1, Tier 2 and Tier 3 Contact Center Analytics Players in Global Market
  3.6.1 List of Global Tier 1 Contact Center Analytics Companies
  3.6.2 List of Global Tier 2 and Tier 3 Contact Center Analytics Companies

4 MARKET SIGHTS BY PRODUCT

4.1 Overview
  4.1.1 by Type - Global Contact Center Analytics Market Size Markets, 2021 & 2028
  4.1.2 On-Premises
  4.1.3 On-Demand
4.2 By Type - Global Contact Center Analytics Revenue & Forecasts
  4.2.1 By Type - Global Contact Center Analytics Revenue, 2017-2022
  4.2.2 By Type - Global Contact Center Analytics Revenue, 2023-2028
  4.2.3 By Type - Global Contact Center Analytics Revenue Market Share, 2017-2028

5 SIGHTS BY APPLICATION

5.1 Overview
  5.1.1 By Application - Global Contact Center Analytics Market Size, 2021 & 2028
  5.1.2 Automatic Call Distributor
  5.1.3 Log Management
  5.1.4 Risk and Compliance Management
  5.1.5 Real-time Monitoring and Reporting
  5.1.6 Workforce Optimization
  5.1.7 Customer Experience Management
  5.1.8 Others applications
5.2 By Application - Global Contact Center Analytics Revenue & Forecasts
  5.2.1 By Application - Global Contact Center Analytics Revenue, 2017-2022
  5.2.2 By Application - Global Contact Center Analytics Revenue, 2023-2028
  5.2.3 By Application - Global Contact Center Analytics Revenue Market Share, 2017-2028

6 SIGHTS BY REGION

6.1 By Region - Global Contact Center Analytics Market Size, 2021 & 2028
6.2 By Region - Global Contact Center Analytics Revenue & Forecasts
  6.2.1 By Region - Global Contact Center Analytics Revenue, 2017-2022
  6.2.2 By Region - Global Contact Center Analytics Revenue, 2023-2028
  6.2.3 By Region - Global Contact Center Analytics Revenue Market Share, 2017-2028
6.3 North America
  6.3.1 By Country - North America Contact Center Analytics Revenue, 2017-2028
  6.3.2 US Contact Center Analytics Market Size, 2017-2028
  6.3.3 Canada Contact Center Analytics Market Size, 2017-2028
  6.3.4 Mexico Contact Center Analytics Market Size, 2017-2028
6.4 Europe
  6.4.1 By Country - Europe Contact Center Analytics Revenue, 2017-2028
  6.4.2 Germany Contact Center Analytics Market Size, 2017-2028
  6.4.3 France Contact Center Analytics Market Size, 2017-2028
  6.4.4 U.K. Contact Center Analytics Market Size, 2017-2028
  6.4.5 Italy Contact Center Analytics Market Size, 2017-2028
  6.4.6 Russia Contact Center Analytics Market Size, 2017-2028
  6.4.7 Nordic Countries Contact Center Analytics Market Size, 2017-2028
  6.4.8 Benelux Contact Center Analytics Market Size, 2017-2028
6.5 Asia
  6.5.1 By Region - Asia Contact Center Analytics Revenue, 2017-2028
  6.5.2 China Contact Center Analytics Market Size, 2017-2028
  6.5.3 Japan Contact Center Analytics Market Size, 2017-2028
  6.5.4 South Korea Contact Center Analytics Market Size, 2017-2028
  6.5.5 Southeast Asia Contact Center Analytics Market Size, 2017-2028
  6.5.6 India Contact Center Analytics Market Size, 2017-2028
6.6 South America
  6.6.1 By Country - South America Contact Center Analytics Revenue, 2017-2028
  6.6.2 Brazil Contact Center Analytics Market Size, 2017-2028
  6.6.3 Argentina Contact Center Analytics Market Size, 2017-2028
6.7 Middle East & Africa
  6.7.1 By Country - Middle East & Africa Contact Center Analytics Revenue, 2017-2028
  6.7.2 Turkey Contact Center Analytics Market Size, 2017-2028
  6.7.3 Israel Contact Center Analytics Market Size, 2017-2028
  6.7.4 Saudi Arabia Contact Center Analytics Market Size, 2017-2028
  6.7.5 UAE Contact Center Analytics Market Size, 2017-2028

7 PLAYERS PROFILES

7.1 Cisco Systems, Inc.
  7.1.1 Cisco Systems, Inc. Corporate Summary
  7.1.2 Cisco Systems, Inc. Business Overview
  7.1.3 Cisco Systems, Inc. Contact Center Analytics Major Product Offerings
  7.1.4 Cisco Systems, Inc. Contact Center Analytics Revenue in Global Market (2017-2022)
  7.1.5 Cisco Systems, Inc. Key News
7.2 Genpact Limited
  7.2.1 Genpact Limited Corporate Summary
  7.2.2 Genpact Limited Business Overview
  7.2.3 Genpact Limited Contact Center Analytics Major Product Offerings
  7.2.4 Genpact Limited Contact Center Analytics Revenue in Global Market (2017-2022)
  7.2.5 Genpact Limited Key News
7.3 Verint Systems Inc.
  7.3.1 Verint Systems Inc. Corporate Summary
  7.3.2 Verint Systems Inc. Business Overview
  7.3.3 Verint Systems Inc. Contact Center Analytics Major Product Offerings
  7.3.4 Verint Systems Inc. Contact Center Analytics Revenue in Global Market (2017-2022)
  7.3.5 Verint Systems Inc. Key News
7.4 8x8, Inc.
  7.4.1 8x8, Inc. Corporate Summary
  7.4.2 8x8, Inc. Business Overview
  7.4.3 8x8, Inc. Contact Center Analytics Major Product Offerings
  7.4.4 8x8, Inc. Contact Center Analytics Revenue in Global Market (2017-2022)
  7.4.5 8x8, Inc. Key News
7.5 Genesys
  7.5.1 Genesys Corporate Summary
  7.5.2 Genesys Business Overview
  7.5.3 Genesys Contact Center Analytics Major Product Offerings
  7.5.4 Genesys Contact Center Analytics Revenue in Global Market (2017-2022)
  7.5.5 Genesys Key News
7.6 Oracle Corporation
  7.6.1 Oracle Corporation Corporate Summary
  7.6.2 Oracle Corporation Business Overview
  7.6.3 Oracle Corporation Contact Center Analytics Major Product Offerings
  7.6.4 Oracle Corporation Contact Center Analytics Revenue in Global Market (2017-2022)
  7.6.5 Oracle Corporation Key News
7.7 Mitel Networks Corporation
  7.7.1 Mitel Networks Corporation Corporate Summary
  7.7.2 Mitel Networks Corporation Business Overview
  7.7.3 Mitel Networks Corporation Contact Center Analytics Major Product Offerings
  7.7.4 Mitel Networks Corporation Contact Center Analytics Revenue in Global Market (2017-2022)
  7.7.5 Mitel Networks Corporation Key News
7.8 SAP SE
  7.8.1 SAP SE Corporate Summary
  7.8.2 SAP SE Business Overview
  7.8.3 SAP SE Contact Center Analytics Major Product Offerings
  7.8.4 SAP SE Contact Center Analytics Revenue in Global Market (2017-2022)
  7.8.5 SAP SE Key News
7.9 Nice Ltd.
  7.9.1 Nice Ltd. Corporate Summary
  7.9.2 Nice Ltd. Business Overview
  7.9.3 Nice Ltd. Contact Center Analytics Major Product Offerings
  7.9.4 Nice Ltd. Contact Center Analytics Revenue in Global Market (2017-2022)
  7.9.5 Nice Ltd. Key News
7.10 Enghouse Interactive
  7.10.1 Enghouse Interactive Corporate Summary
  7.10.2 Enghouse Interactive Business Overview
  7.10.3 Enghouse Interactive Contact Center Analytics Major Product Offerings
  7.10.4 Enghouse Interactive Contact Center Analytics Revenue in Global Market (2017-2022)
  7.10.5 Enghouse Interactive Key News
7.11 Five9, Inc.
  7.11.1 Five9, Inc. Corporate Summary
  7.11.2 Five9, Inc. Business Overview
  7.11.3 Five9, Inc. Contact Center Analytics Major Product Offerings
  7.11.4 Five9, Inc. Contact Center Analytics Revenue in Global Market (2017-2022)
  7.11.5 Five9, Inc. Key News
7.12 Callminer
  7.12.1 Callminer Corporate Summary
  7.12.2 Callminer Business Overview
  7.12.3 Callminer Contact Center Analytics Major Product Offerings
  7.12.4 Callminer Contact Center Analytics Revenue in Global Market (2017-2022)
  7.12.5 Callminer Key News
7.13 Servion Global Solutions
  7.13.1 Servion Global Solutions Corporate Summary
  7.13.2 Servion Global Solutions Business Overview
  7.13.3 Servion Global Solutions Contact Center Analytics Major Product Offerings
  7.13.4 Servion Global Solutions Contact Center Analytics Revenue in Global Market (2017-2022)
  7.13.5 Servion Global Solutions Key News

8 CONCLUSION

9 APPENDIX

9.1 Note
9.2 Examples of Clients
9.3 Disclaimer

List Of Tables

LIST OF TABLES

Table 1. Contact Center Analytics Market Opportunities & Trends in Global Market
Table 2. Contact Center Analytics Market Drivers in Global Market
Table 3. Contact Center Analytics Market Restraints in Global Market
Table 4. Key Players of Contact Center Analytics in Global Market
Table 5. Top Contact Center Analytics Players in Global Market, Ranking by Revenue (2021)
Table 6. Global Contact Center Analytics Revenue by Companies, (US$, Mn), 2017-2022
Table 7. Global Contact Center Analytics Revenue Share by Companies, 2017-2022
Table 8. Global Companies Contact Center Analytics Product Type
Table 9. List of Global Tier 1 Contact Center Analytics Companies, Revenue (US$, Mn) in 2021 and Market Share
Table 10. List of Global Tier 2 and Tier 3 Contact Center Analytics Companies, Revenue (US$, Mn) in 2021 and Market Share
Table 11. By Type – Global Contact Center Analytics Revenue, (US$, Mn), 2021 & 2028
Table 12. By Type - Contact Center Analytics Revenue in Global (US$, Mn), 2017-2022
Table 13. By Type - Contact Center Analytics Revenue in Global (US$, Mn), 2023-2028
Table 14. By Application – Global Contact Center Analytics Revenue, (US$, Mn), 2021 & 2028
Table 15. By Application - Contact Center Analytics Revenue in Global (US$, Mn), 2017-2022
Table 16. By Application - Contact Center Analytics Revenue in Global (US$, Mn), 2023-2028
Table 17. By Region – Global Contact Center Analytics Revenue, (US$, Mn), 2021 & 2028
Table 18. By Region - Global Contact Center Analytics Revenue (US$, Mn), 2017-2022
Table 19. By Region - Global Contact Center Analytics Revenue (US$, Mn), 2023-2028
Table 20. By Country - North America Contact Center Analytics Revenue, (US$, Mn), 2017-2022
Table 21. By Country - North America Contact Center Analytics Revenue, (US$, Mn), 2023-2028
Table 22. By Country - Europe Contact Center Analytics Revenue, (US$, Mn), 2017-2022
Table 23. By Country - Europe Contact Center Analytics Revenue, (US$, Mn), 2023-2028
Table 24. By Region - Asia Contact Center Analytics Revenue, (US$, Mn), 2017-2022
Table 25. By Region - Asia Contact Center Analytics Revenue, (US$, Mn), 2023-2028
Table 26. By Country - South America Contact Center Analytics Revenue, (US$, Mn), 2017-2022
Table 27. By Country - South America Contact Center Analytics Revenue, (US$, Mn), 2023-2028
Table 28. By Country - Middle East & Africa Contact Center Analytics Revenue, (US$, Mn), 2017-2022
Table 29. By Country - Middle East & Africa Contact Center Analytics Revenue, (US$, Mn), 2023-2028
Table 30. Cisco Systems, Inc. Corporate Summary
Table 31. Cisco Systems, Inc. Contact Center Analytics Product Offerings
Table 32. Cisco Systems, Inc. Contact Center Analytics Revenue (US$, Mn), (2017-2022)
Table 33. Genpact Limited Corporate Summary
Table 34. Genpact Limited Contact Center Analytics Product Offerings
Table 35. Genpact Limited Contact Center Analytics Revenue (US$, Mn), (2017-2022)
Table 36. Verint Systems Inc. Corporate Summary
Table 37. Verint Systems Inc. Contact Center Analytics Product Offerings
Table 38. Verint Systems Inc. Contact Center Analytics Revenue (US$, Mn), (2017-2022)
Table 39. 8x8, Inc. Corporate Summary
Table 40. 8x8, Inc. Contact Center Analytics Product Offerings
Table 41. 8x8, Inc. Contact Center Analytics Revenue (US$, Mn), (2017-2022)
Table 42. Genesys Corporate Summary
Table 43. Genesys Contact Center Analytics Product Offerings
Table 44. Genesys Contact Center Analytics Revenue (US$, Mn), (2017-2022)
Table 45. Oracle Corporation Corporate Summary
Table 46. Oracle Corporation Contact Center Analytics Product Offerings
Table 47. Oracle Corporation Contact Center Analytics Revenue (US$, Mn), (2017-2022)
Table 48. Mitel Networks Corporation Corporate Summary
Table 49. Mitel Networks Corporation Contact Center Analytics Product Offerings
Table 50. Mitel Networks Corporation Contact Center Analytics Revenue (US$, Mn), (2017-2022)
Table 51. SAP SE Corporate Summary
Table 52. SAP SE Contact Center Analytics Product Offerings
Table 53. SAP SE Contact Center Analytics Revenue (US$, Mn), (2017-2022)
Table 54. Nice Ltd. Corporate Summary
Table 55. Nice Ltd. Contact Center Analytics Product Offerings
Table 56. Nice Ltd. Contact Center Analytics Revenue (US$, Mn), (2017-2022)
Table 57. Enghouse Interactive Corporate Summary
Table 58. Enghouse Interactive Contact Center Analytics Product Offerings
Table 59. Enghouse Interactive Contact Center Analytics Revenue (US$, Mn), (2017-2022)
Table 60. Five9, Inc. Corporate Summary
Table 61. Five9, Inc. Contact Center Analytics Product Offerings
Table 62. Five9, Inc. Contact Center Analytics Revenue (US$, Mn), (2017-2022)
Table 63. Callminer Corporate Summary
Table 64. Callminer Contact Center Analytics Product Offerings
Table 65. Callminer Contact Center Analytics Revenue (US$, Mn), (2017-2022)
Table 66. Servion Global Solutions Corporate Summary
Table 67. Servion Global Solutions Contact Center Analytics Product Offerings
Table 68. Servion Global Solutions Contact Center Analytics Revenue (US$, Mn), (2017-2022)

List Of Figures

LIST OF FIGURES

Figure 1. Contact Center Analytics Segment by Type in 2021
Figure 2. Contact Center Analytics Segment by Application in 2021
Figure 3. Global Contact Center Analytics Market Overview: 2021
Figure 4. Key Caveats
Figure 5. Global Contact Center Analytics Market Size: 2021 VS 2028 (US$, Mn)
Figure 6. Global Contact Center Analytics Revenue, 2017-2028 (US$, Mn)
Figure 7. The Top 3 and 5 Players Market Share by Contact Center Analytics Revenue in 2021
Figure 8. By Type - Global Contact Center Analytics Revenue Market Share, 2017-2028
Figure 9. By Application - Global Contact Center Analytics Revenue Market Share, 2017-2028
Figure 10. By Region - Global Contact Center Analytics Revenue Market Share, 2017-2028
Figure 11. By Country - North America Contact Center Analytics Revenue Market Share, 2017-2028
Figure 12. US Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 13. Canada Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 14. Mexico Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 15. By Country - Europe Contact Center Analytics Revenue Market Share, 2017-2028
Figure 16. Germany Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 17. France Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 18. U.K. Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 19. Italy Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 20. Russia Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 21. Nordic Countries Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 22. Benelux Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 23. By Region - Asia Contact Center Analytics Revenue Market Share, 2017-2028
Figure 24. China Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 25. Japan Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 26. South Korea Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 27. Southeast Asia Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 28. India Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 29. By Country - South America Contact Center Analytics Revenue Market Share, 2017-2028
Figure 30. Brazil Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 31. Argentina Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 32. By Country - Middle East & Africa Contact Center Analytics Revenue Market Share, 2017-2028
Figure 33. Turkey Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 34. Israel Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 35. Saudi Arabia Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 36. UAE Contact Center Analytics Revenue, (US$, Mn), 2017-2028
Figure 37. Cisco Systems, Inc. Contact Center Analytics Revenue Year Over Year Growth (US$, Mn) & (2017-2022)
Figure 38. Genpact Limited Contact Center Analytics Revenue Year Over Year Growth (US$, Mn) & (2017-2022)
Figure 39. Verint Systems Inc. Contact Center Analytics Revenue Year Over Year Growth (US$, Mn) & (2017-2022)
Figure 40. 8x8, Inc. Contact Center Analytics Revenue Year Over Year Growth (US$, Mn) & (2017-2022)
Figure 41. Genesys Contact Center Analytics Revenue Year Over Year Growth (US$, Mn) & (2017-2022)
Figure 42. Oracle Corporation Contact Center Analytics Revenue Year Over Year Growth (US$, Mn) & (2017-2022)
Figure 43. Mitel Networks Corporation Contact Center Analytics Revenue Year Over Year Growth (US$, Mn) & (2017-2022)
Figure 44. SAP SE Contact Center Analytics Revenue Year Over Year Growth (US$, Mn) & (2017-2022)
Figure 45. Nice Ltd. Contact Center Analytics Revenue Year Over Year Growth (US$, Mn) & (2017-2022)
Figure 46. Enghouse Interactive Contact Center Analytics Revenue Year Over Year Growth (US$, Mn) & (2017-2022)
Figure 47. Five9, Inc. Contact Center Analytics Revenue Year Over Year Growth (US$, Mn) & (2017-2022)
Figure 48. Callminer Contact Center Analytics Revenue Year Over Year Growth (US$, Mn) & (2017-2022)
Figure 49. Servion Global Solutions Contact Center Analytics Revenue Year Over Year Growth (US$, Mn) & (2017-2022)