Contact Center Analytics Market by Component (Software and Services), Deployment Mode, Organization Size, Application (Automatic Call Distributor, Risk and Compliance Management, and Workforce Optimization), Vertical and Region - Global Forecast to 2027
The contact center analytics market size to grow from USD 1.7 billion in 2022 to USD 2.9 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 11.7% during the forecast period. Various factors such as rising adoption of advanced contact center technologies, demand for better customer experience management solutions, and increasing adoption of cloud-based contact center solutions during and after COVID-19 are expected to drive the adoption of contact center analytics technologies and services.
Contact center analytics can be described briefly as the analysis of typical contact centre metrics for determining trends, impacts, causes, and outcomes. It is the combination of various advanced analytics technologies such as speech and text analytics, customer analytics, predictive analytics, and performance analytics.
The contact center analytics market is expected to grow owing to several factors, such as the rising demand for speech and text analytics and rising adoption of advanced contact center technologies. The speech analytics software focuses on the voice of the customer and provides companies with insights into customer sentiments and satisfaction levels. It can prove to be a crucial tool to improve the FCR, reduce wait times, and measure agent performance. The infusion of analytics to monitor and analyze interactions for providing customized responses and video enablement to engage in face-to-face video calls adds to the benefits of modern-age contact centers.
The COVID-19 pandemic has affected the contact center analytics market. However, companies are still leveraging contact center analytics solutions for customer experience management, real-time monitoring and reporting, risk and compliance management, automatic call distributor, workforce optimization, and smart quarantining. Governments, as well as private companies across verticals, are adopting contact center analytics solutions to provide fast and better services to their customers and employees.
The Cross-channel Analytics software to hold higher CAGR during the forecast period
By software, the contact center analytics market has been segmented into speech analytics, cross-channel analytics, predictive analytics, performance analytics, desktop analytics, and text analytics. The CAGR of the cross-channel analytics software segment is estimated to be the largest during the forecast period. Cross-channel analytics tracks customer behavior across multiple channels, understands the difficulties, and enhances customer experience. It also extracts BI from real-time customer interactions across different channels, including email, SMS, and voice. Cross-channel analytics requires a sophisticated solution that helps analyze the customer behavior using statistics, predictive, and other analytic solutions, and respond to their queries in minimal time.
The Professional Services segment to have the largest market size during the forecast period
The contact center analytics market has been segmented by services into professional and managed services. The professional services segment is expected to hold a higher CAGR as well as the largest market size during the forecast period. The professional services in the contact center analytics market are provided in the form of support and maintenance, and consulting services. Support and maintenance services play an integral part in onboard solution deployment, training, handling, and maintenance of software solutions.
APAC to hold highest CAGR during the forecast period
APAC is expected to hold a higher CAGR during the forecast period. The region will be booming, as some major multinational players are showing interests in the region, as well as a lot of new entrepreneur setups are taking place, who are mostly very keen to adopt newer technologies to stay ahead in the competition. China, Japan, and India are showing ample growth opportunities in the contact center analytics market.
Breakdown of primaries
In-depth interviews were conducted with Chief Executive Officers (CEOs), innovation and technology directors, system integrators, and executives from various key organizations operating in the contact center analytics market.
Research Coverage
The market study covers the contact center analytics market across segments. It aims at estimating the market size and the growth potential of this market across different segments, such as components, mapping type, application, vertical, and region. It includes an in-depth competitive analysis of the key players in the market, along with their company profiles, key observations related to product and business offerings, recent developments, and key market strategies.
Key Benefits of Buying the Report
The report would provide the market leaders/new entrants in this market with information on the closest approximations of the revenue numbers for the overall contact center analytics market and its subsegments. It would help stakeholders understand the competitive landscape and gain more insights better to position their business and plan suitable go-to-market strategies. It also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.
Contact center analytics can be described briefly as the analysis of typical contact centre metrics for determining trends, impacts, causes, and outcomes. It is the combination of various advanced analytics technologies such as speech and text analytics, customer analytics, predictive analytics, and performance analytics.
The contact center analytics market is expected to grow owing to several factors, such as the rising demand for speech and text analytics and rising adoption of advanced contact center technologies. The speech analytics software focuses on the voice of the customer and provides companies with insights into customer sentiments and satisfaction levels. It can prove to be a crucial tool to improve the FCR, reduce wait times, and measure agent performance. The infusion of analytics to monitor and analyze interactions for providing customized responses and video enablement to engage in face-to-face video calls adds to the benefits of modern-age contact centers.
The COVID-19 pandemic has affected the contact center analytics market. However, companies are still leveraging contact center analytics solutions for customer experience management, real-time monitoring and reporting, risk and compliance management, automatic call distributor, workforce optimization, and smart quarantining. Governments, as well as private companies across verticals, are adopting contact center analytics solutions to provide fast and better services to their customers and employees.
The Cross-channel Analytics software to hold higher CAGR during the forecast period
By software, the contact center analytics market has been segmented into speech analytics, cross-channel analytics, predictive analytics, performance analytics, desktop analytics, and text analytics. The CAGR of the cross-channel analytics software segment is estimated to be the largest during the forecast period. Cross-channel analytics tracks customer behavior across multiple channels, understands the difficulties, and enhances customer experience. It also extracts BI from real-time customer interactions across different channels, including email, SMS, and voice. Cross-channel analytics requires a sophisticated solution that helps analyze the customer behavior using statistics, predictive, and other analytic solutions, and respond to their queries in minimal time.
The Professional Services segment to have the largest market size during the forecast period
The contact center analytics market has been segmented by services into professional and managed services. The professional services segment is expected to hold a higher CAGR as well as the largest market size during the forecast period. The professional services in the contact center analytics market are provided in the form of support and maintenance, and consulting services. Support and maintenance services play an integral part in onboard solution deployment, training, handling, and maintenance of software solutions.
APAC to hold highest CAGR during the forecast period
APAC is expected to hold a higher CAGR during the forecast period. The region will be booming, as some major multinational players are showing interests in the region, as well as a lot of new entrepreneur setups are taking place, who are mostly very keen to adopt newer technologies to stay ahead in the competition. China, Japan, and India are showing ample growth opportunities in the contact center analytics market.
Breakdown of primaries
In-depth interviews were conducted with Chief Executive Officers (CEOs), innovation and technology directors, system integrators, and executives from various key organizations operating in the contact center analytics market.
- By Company: Tier I: 35%, Tier II: 45%, and Tier III: 20%
- By Designation: C-Level Executives: 35%, D-Level Executives: 25%, and Managers: 40%
- By Region: APAC: 25%, Europe: 30%, North America: 30%, MEA: 10%, Latin America: 5%
Research Coverage
The market study covers the contact center analytics market across segments. It aims at estimating the market size and the growth potential of this market across different segments, such as components, mapping type, application, vertical, and region. It includes an in-depth competitive analysis of the key players in the market, along with their company profiles, key observations related to product and business offerings, recent developments, and key market strategies.
Key Benefits of Buying the Report
The report would provide the market leaders/new entrants in this market with information on the closest approximations of the revenue numbers for the overall contact center analytics market and its subsegments. It would help stakeholders understand the competitive landscape and gain more insights better to position their business and plan suitable go-to-market strategies. It also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.
1 INTRODUCTION
1.1 OBJECTIVES OF THE STUDY
1.2 MARKET DEFINITION
1.2.1 INCLUSIONS AND EXCLUSIONS
1.3 MARKET SCOPE
1.3.1 MARKET SEGMENTATION
1.3.2 REGIONS COVERED
1.3.3 YEARS CONSIDERED FOR THE STUDY
1.4 CURRENCY CONSIDERED
TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2019–2021
1.5 STAKEHOLDERS
1.6 SUMMARY OF CHANGES
2 RESEARCH METHODOLOGY
2.1 RESEARCH DATA
FIGURE 1 GLOBAL CONTACT CENTER ANALYTICS MARKET: RESEARCH DESIGN
2.1.1 SECONDARY DATA
2.1.2 PRIMARY DATA
TABLE 2 PRIMARY INTERVIEWS
2.1.2.1 Breakup of primary profiles
2.1.2.2 Key industry insights
2.2 MARKET BREAKUP AND DATA TRIANGULATION
FIGURE 2 DATA TRIANGULATION
2.3 MARKET SIZE ESTIMATION
FIGURE 3 CONTACT CENTER ANALYTICS MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
2.3.1 TOP-DOWN APPROACH
2.3.2 BOTTOM-UP APPROACH
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 1 (SUPPLY-SIDE): REVENUE OF SOLUTIONS/SERVICES OF THE CONTACT CENTER ANALYTICS MARKET
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE OF ALL SOLUTIONS/SERVICES OF THE CONTACT CENTER ANALYTICS MARKET
FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOFTWARE/SERVICES OF THE CONTACT CENTER ANALYTICS MARKET
FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CONTACT CENTER ANALYTICS THROUGH OVERALL CONTACT CENTER ANALYTICS SPENDING
2.4 MARKET FORECAST
TABLE 3 FACTOR ANALYSIS
2.5 ASSUMPTIONS FOR THE STUDY
2.6 LIMITATIONS OF THE STUDY
3 EXECUTIVE SUMMARY
TABLE 4 GLOBAL CONTACT CENTER ANALYTICS MARKET AND GROWTH RATE, 2016–2021 (USD MILLION, Y-O-Y%)
TABLE 5 GLOBAL CONTACT CENTER ANALYTICS MARKET AND GROWTH RATE, 2022–2027 (USD MILLION, Y-O-Y%)
FIGURE 8 SOFTWARE SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 2022
FIGURE 9 PROFESSIONAL SERVICES SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 2022
FIGURE 10 SPEECH ANALYTICS SOFTWARE SEGMENT EXPECTED TO DOMINATE THE MARKET IN 2022
FIGURE 11 CLOUD SEGMENT EXPECTED TO LEAD THE MARKET IN 2022
FIGURE 12 CUSTOMER EXPERIENCE MANAGEMENT SEGMENT EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE IN 2022
FIGURE 13 NORTH AMERICA EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SHARE IN 2022
4 PREMIUM INSIGHTS
4.1 ATTRACTIVE OPPORTUNITIES IN THE CONTACT CENTER ANALYTICS MARKET
FIGURE 14 INCREASING ADOPTION OF AI AND ML TECHNOLOGIES TO BOOST THE MARKET GROWTH
4.2 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL
FIGURE 15 BANKING, FINANCIAL SERVICES, AND INSURANCE SEGMENT EXPECTED TO LEAD THE MARKET BY 2027
4.3 CONTACT CENTER ANALYTICS MARKET, BY REGION
FIGURE 16 NORTH AMERICA EXPECTED TO ACCOUNT FOR LARGEST MARKET SHARE IN 2022
4.4 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION AND SOFTWARE
FIGURE 17 CUSTOMER EXPERIENCE MANAGEMENT AND SPEECH ANALYTICS SEGMENTS ESTIMATED TO ACCOUNT FOR A SIGNIFICANT MARKET SHARE IN 2022
5 MARKET OVERVIEW AND INDUSTRY TRENDS
5.1 INTRODUCTION
5.2 MARKET DYNAMICS
FIGURE 18 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CONTACT CENTER ANALYTICS MARKET
5.2.1 DRIVERS
5.2.1.1 Rising adoption of advanced contact center technologies
5.2.1.2 Demand for better customer experience management solutions
5.2.1.3 Increasing adoption of cloud-based contact center solutions during and after COVID-19
5.2.2 RESTRAINTS
5.2.2.1 High cost of investment
5.2.2.2 Regulations and legal issues
5.2.2.3 Impact of IVR frauds and cyber-attacks on business operations
5.2.3 OPPORTUNITIES
5.2.3.1 Rising demand for speech and text analytics
5.2.3.2 Dynamic customer demand for robust self-service interactions
5.2.4 CHALLENGES
5.2.4.1 Data privacy and security concerns
5.2.4.2 Lack of a clear and holistic analytics approach in contact centers
5.3 CONTACT CENTER ANALYTICS MARKET: COVID-19 IMPACT
5.4 CONTACT CENTER ANALYTICS: EVOLUTION
FIGURE 19 EVOLUTION OF CONTACT CENTER ANALYTICS
5.5 CASE STUDY ANALYSIS
5.5.1 BANKING, FINANCIAL SERVICES, AND INSURANCE
5.5.1.1 Case study: Maximize marketing campaign effectiveness during the pandemic
5.5.2 HEALTHCARE AND LIFE SCIENCES
5.5.2.1 Case study: Leveraging agent assist to improve efficiency and call quality
5.5.3 MANUFACTURING
5.5.3.1 Case study: Improving disaster preparedness and call center services
5.5.4 RETAIL AND CONSUMER GOODS
5.5.4.1 Case study: Enhancing personalized experiences with high-speed innovation
5.5.5 TRAVEL AND HOSPITALITY
5.5.5.1 Case study 1: Enabling omnichannel communication and omnichannel quality management for better customer service and agent empowerment
5.5.6 GOVERNMENT AND PUBLIC SECTOR
5.5.6.1 Case study 2: Improving efficiency during the busiest season
5.5.7 ENERGY AND UTILITIES
5.5.7.1 Case study 3: Increasing client base, tracking calls, and improving bonding with employees
5.5.8 TELECOM AND IT
5.5.8.1 Case study 4: Increasing customer service by reducing the number of dropped calls, time lags, and eliminating line disturbances
5.5.9 ECOSYSTEM
FIGURE 20 CONTACT CENTER MARKET: ECOSYSTEM
5.6 SUPPLY/VALUE CHAIN ANALYSIS
FIGURE 21 SUPPLY/VALUE CHAIN ANALYSIS
TABLE 6 CONTACT CENTER ANALYTICSMARKET: VALUE/SUPPLY CHAIN
5.6.1 PATENT ANALYSIS
5.6.1.1 Methodology
5.6.1.2 Document type
TABLE 7 PATENTS FILED, 2018-2021
5.6.1.3 INNOVATION AND PATENT APPLICATIONS
FIGURE 22 TOTAL NUMBER OF PATENTS GRANTED IN A YEAR, 2018–2021
5.6.1.4 Top applicants
FIGURE 23 TOP 10 COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS, 2018–2021
5.6.2 PRICING MODEL ANALYSIS, 2021
TABLE 8 CONTACT CENTER ANALYTICS MARKET: PRICING MODEL ANALYSIS, 2021
5.7 KEY CONFERENCES & EVENTS IN 2022-2023
TABLE 9 CONTACT CENTER MARKET: DETAILED LIST OF CONFERENCES & EVENTS
5.8 PORTER’S FIVE FORCES ANALYSIS
FIGURE 24 CONTACT CENTER ANALYTICS MARKET: PORTER’S FIVE FORCES ANALYSIS
TABLE 10 CONTACT CENTER ANALYTICS MARKET: PORTER’S FIVE FORCES ANALYSIS
5.8.1 THREAT OF NEW ENTRANTS
5.8.2 THREAT OF SUBSTITUTES
5.8.3 BARGAINING POWER OF SUPPLIERS
5.8.4 BARGAINING POWER OF BUYERS
5.8.5 INTENSITY OF COMPETITIVE RIVALRY
5.9 TECHNOLOGY ANALYSIS
5.9.1 AI AND CONTACT CENTER ANALYTICS
5.9.2 ML AND CONTACT CENTER ANALYTICS
5.9.3 NLP AND CONTACT CENTER ANALYTICS
5.9.4 CLOUD COMPUTING AND CONTACT CENTER ANALYTICS
5.9.5 ADVANCED ANALYTICS
5.9.5.1 Speech analytics
5.9.5.2 Social media analytics
5.9.5.3 Predictive analytics
5.9.5.4 Sentiment analytics
5.9.5.5 Real-time monitoring and analytics
5.10 REGULATORY IMPLICATIONS
5.10.1 INTRODUCTION
5.10.2 SARBANES-OXLEY ACT OF 2002
5.10.3 GENERAL DATA PROTECTION REGULATION
5.10.4 CALIFORNIA CONSUMER PRIVACY ACT
5.10.5 THE INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 27001
5.10.6 PERSONAL DATA PROTECTION ACT
5.10.7 OPEN GEOSPATIAL CONSORTIUM
5.10.8 WORLD WIDE WEB CONSORTIUM
6 CONTACT CENTER ANALYTICS MARKET, BY COMPONENT
6.1 INTRODUCTION
6.1.1 COMPONENT: CONTACT CENTER ANALYTICS MARKET DRIVERS
6.1.2 COMPONENT: COVID-19 IMPACT
FIGURE 25 SERVICES SEGMENT EXPECTED TO GROW AT A LARGER MARKET SIZE DURING THE FORECAST PERIOD
TABLE 11 CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 12 CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
6.2 SOFTWARE
6.2.1 DIGITIZATION AND TECHNOLOGICAL ADVANCEMENTS IN CONTACT CENTER ANALYTICS SOFTWARE
FIGURE 26 SPEECH ANALYTICS SEGMENT EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE BY 2027
TABLE 13 CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016–2021 (USD MILLION)
TABLE 14 CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022–2027 (USD MILLION)
6.2.1.1 Speech analytics
TABLE 15 SPEECH ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 16 SPEECH ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
6.2.1.2 Cross-channel analytics
TABLE 17 CROSS-CHANNEL ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 18 CROSS-CHANNEL ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
6.2.1.3 Predictive analytics
TABLE 19 PREDICTIVE ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 20 PREDICTIVE ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
6.2.1.4 Performance analytics
TABLE 21 PERFORMANCE ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 22 PERFORMANCE ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
6.2.1.5 Text analytics
TABLE 23 TEXT ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 24 TEXT ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
6.2.1.6 Desktop analytics
TABLE 25 DESKTOP ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 26 DESKTOPS ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
6.3 SERVICES
6.3.1 SERVICES IDENTIFY THE TYPE OF INTEGRATION REQUIRED
BY ORGANIZATIONS TO MEET THEIR CONTACT CENTER DEMANDS
FIGURE 27 PROFESSIONAL SERVICES SEGMENT EXPECTED TO GROW AT A HIGHER RATE DURING THE FORECAST PERIOD
TABLE 27 CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016–2021 (USD MILLION)
TABLE 28 CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022–2027 (USD MILLION)
6.3.1.1 Professional services
TABLE 29 PROFESSIONAL SERVICES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 30 PROFESSIONAL SERVICES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
6.3.1.2 Managed services
TABLE 31 MANAGED SERVICES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 32 MANAGED SERVICES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
7 CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE
7.1 INTRODUCTION
7.1.1 DEPLOYMENT MODE: CONTACT CENTER ANALYTICS MARKET DRIVERS
7.1.2 DEPLOYMENT MODE: COVID-19 IMPACT
FIGURE 28 CLOUD SEGMENT EXPECTED TO LEAD THE CONTACT CENTER ANALYTICS MARKET IN 2022
TABLE 33 CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 34 CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
7.2 ON-PREMISES
7.2.1 ON-PREMISES DEPLOYMENT MODE ENABLES ADHERENCE TO EXTERNAL COMPLIANCE REQUIREMENTS
TABLE 35 ON-PREMISES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 36 ON-PREMISES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
7.3 CLOUD
7.3.1 LOW COST AND EASE OF IMPLEMENTATION HAVE MADE THE CLOUD PLATFORM A HIGHLY DESIRABLE DELIVERY MODE AMONG ORGANIZATIONS
TABLE 37 CLOUD: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 38 CLOUD: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
8 CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE
8.1 INTRODUCTION
8.1.1 ORGANIZATION SIZE: CONTACT CENTER ANALYTICS MARKET DRIVERS
8.1.2 ORGANIZATION SIZE: COVID-19 IMPACT
FIGURE 29 LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 2022
TABLE 39 CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 40 CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
8.2 SMALL AND MEDIUM-SIZED ENTERPRISES
8.2.1 SMES TO ADOPT MORE CLOUD-BASED CONTACT CENTER ANALYTICS SOLUTIONS TO ELIMINATE DATA MANAGEMENT HASSLES AND MAINTENANCE ISSUES
TABLE 41 SMES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 42 SMES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
8.3 LARGE ENTERPRISES
8.3.1 HIGHER ADOPTION OF CONTACT CENTER ANALYTICS SOLUTIONS IN LARGE ENTERPRISES
TABLE 43 LARGE ENTERPRISES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 44 LARGE ENTERPRISES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
9 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION
9.1 INTRODUCTION
9.1.1 APPLICATIONS: CONTACT CENTER ANALYTICS MARKET DRIVERS
9.1.2 APPLICATIONS: COVID-19 IMPACT
FIGURE 30 CUSTOMER EXPERIENCE MANAGEMENT SEGMENT EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE BY 2027
TABLE 45 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
TABLE 46 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
9.2 CUSTOMER EXPERIENCE MANAGEMENT
9.2.1 CUSTOMER EXPERIENCE ANALYTICS AGGREGATES CUSTOMER INTERACTIONS, TRANSACTIONS, AND FEEDBACK AND AGENT DATA
TABLE 47 CUSTOMER EXPERIENCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 48 CUSTOMER EXPERIENCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
9.3 LOG MANAGEMENT
9.3.1 LOG MANAGEMENT ENABLES MANAGERS TO FORECAST COSTS AND TRACK PRODUCTIVITY
TABLE 49 LOG MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 50 LOG MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
9.4 RISK AND COMPLIANCE MANAGEMENT
9.4.1 CONTACT CENTERS TO MAXIMIZE PAYMENTS WHILE BEING COMPLIANT TO RULES AND REGULATIONS
TABLE 51 RISK AND COMPLIANCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 52 RISK AND COMPLIANCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
9.5 REAL-TIME MONITORING AND REPORTING
9.5.1 MONITORING AND ANALYZING CALLS IN REAL-TIME HELP IN TRACKING AGENT PERFORMANCE AND EFFECTIVENESS OF CONTACT CENTER OPERATIONS
TABLE 53 REAL-TIME MONITORING AND REPORTING: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 54 REAL-TIME MONITORING AND REPORTING: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
9.6 WORKFORCE OPTIMIZATION
9.6.1 WFO IS ESSENTIAL FOR PROVIDING AGENTS WITH THE RIGHT TRAINING
AND KNOWLEDGE
TABLE 55 WORKFORCE OPTIMIZATION: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 56 WORKFORCE OPTIMIZATION: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
9.7 AUTOMATIC CALL DISTRIBUTOR
9.7.1 ACD ACQUIRES USAGE DATA, SUCH AS THE TOTAL NUMBER OF CALLS, TIME SPENT ON EACH CALL, AND WAITING TIME
TABLE 57 AUTOMATIC CALL DISTRIBUTOR: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 58 AUTOMATIC CALL DISTRIBUTOR: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
9.8 OTHER APPLICATIONS
TABLE 59 OTHER APPLICATIONS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 60 OTHER APPLICATIONS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
10 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL
10.1 INTRODUCTION
10.1.1 VERTICALS: CONTACT CENTER ANALYTICS MARKET DRIVERS
10.1.2 VERTICALS: COVID-19 IMPACT
FIGURE 31 ENERGY AND UTILITIES VERTICAL EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
TABLE 61 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 62 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
10.2 BANKING, FINANCIAL SERVICES, AND INSURANCE
10.2.1 CONTACT CENTER SOLUTIONS ENABLE BFSI COMPANIES TO MONITOR, MANAGE, AND ASSIST REMOTE AGENTS’ SELLING AND EARNING INCENTIVES
TABLE 63 BFSI: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 64 BFSI: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
10.3 HEALTHCARE AND LIFE SCIENCES
10.3.1 HEALTHCARE CONTACT CENTERS TO COMPLY WITH REGULATORY AND LEGAL REQUIREMENTS BY MEASURING CONTACT CENTER OPERATIONS AND PERFORMANCE
TABLE 65 HEALTHCARE AND LIFE SCIENCES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 66 HEALTHCARE AND LIFE SCIENCES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
10.4 MANUFACTURING
10.4.1 CONTACT CENTER ANALYTICS HELPS MANUFACTURING COMPANIES TO ANALYZE CALLS FROM SUPPLIERS AND CHANNEL PARTNERS IN REAL-TIME
TABLE 67 MANUFACTURING: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 68 MANUFACTURING: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
10.5 RETAIL AND CONSUMER GOODS
10.5.1 COMPANIES CAN PROACTIVELY CONNECT WITH CUSTOMERS USING CONTACT CENTER ANALYTICS SOLUTIONS
TABLE 69 RETAIL AND CONSUMER GOODS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 70 RETAIL AND CONSUMER GOODS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
10.6 ENERGY AND UTILITIES
10.6.1 CONTACT CENTER SOLUTIONS USED BY PETROLEUM COMPANIES TO COACH AND TRAIN THEIR EMPLOYEES
TABLE 71 ENERGY AND UTILITIES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 72 ENERGY AND UTILITIES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
10.7 TELECOM AND IT
10.7.1 DEPLOYING CONTACT CENTER ANALYTICS SOLUTIONS HAS INCREASED THE NUMBER OF PARTNERSHIPS OF TELECOM COMPANIES WITH OTT PLATFORM PROVIDERS
TABLE 73 TELECOM AND IT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 74 TELECOM AND IT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
10.8 TRAVEL AND HOSPITALITY
10.8.1 TRAVEL AND HOSPITALITY COMPANIES CAPTURING CUSTOMER DATA USING SPEECH AND TEXT ANALYTICS
TABLE 75 TRAVEL AND HOSPITALITY: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 76 TRAVEL AND HOSPITALITY: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
10.9 GOVERNMENT AND PUBLIC SECTOR
10.9.1 CONTACT CENTER SOLUTIONS ENABLE GOVERNMENT AGENCIES TO MINIMIZE LOSSES AND OPTIMIZE GOVERNMENT’S EFFICIENCY
TABLE 77 GOVERNMENT AND PUBLIC SECTOR: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 78 GOVERNMENT AND PUBLIC SECTOR: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
10.10 OTHER VERTICALS
TABLE 79 OTHER VERTICALS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 80 OTHER VERTICALS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
11 CONTACT CENTER ANALYTICS MARKET, BY REGION
11.1 INTRODUCTION
11.1.1 REGION: COVID-19 IMPACT
FIGURE 32 INDIA EXPECTED TO ACCOUNT FOR THE HIGHEST CAGR DURING THE FORECAST PERIOD
FIGURE 33 ASIA PACIFIC EXPECTED TO ACCOUNT FOR THE HIGHEST CAGR THE DURING FORECAST PERIOD
TABLE 81 CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 82 CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
11.2 NORTH AMERICA
11.2.1 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET DRIVERS
TABLE 83 NORTH AMERICA: PROMINENT PLAYERS
FIGURE 34 NORTH AMERICA: MARKET SNAPSHOT
TABLE 84 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 85 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 86 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016–2021 (USD MILLION)
TABLE 87 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022–2027 (USD MILLION)
TABLE 88 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016–2021 (USD MILLION)
TABLE 89 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICES, 2022–2027 (USD MILLION)
TABLE 90 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
TABLE 91 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
TABLE 92 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 93 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
TABLE 94 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 95 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 96 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 97 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 98 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 99 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
11.2.2 UNITED STATES
11.2.2.1 Companies spend more on AI, ML, and NLP-enabled cloud contact center solutions
11.2.3 CANADA
11.2.3.1 Presence of knowledgeable and skilled workforce persuading the US companies to set up their contact centers in Canada
11.3 EUROPE
11.3.1 EUROPE: CONTACT CENTER ANALYTICS MARKET DRIVERS
TABLE 100 EUROPE: PROMINENT PLAYERS
TABLE 101 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 102 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 103 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016–2021 (USD MILLION)
TABLE 104 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022–2027 (USD MILLION)
TABLE 105 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016–2021 (USD MILLION)
TABLE 106 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022–2027 (USD MILLION)
TABLE 107 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
TABLE 108 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
TABLE 109 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 110 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
TABLE 111 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 112 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 113 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 114 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 115 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 116 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
11.3.2 UNITED KINGDOM
11.3.2.1 Companies in the UK constantly adopting contact center solutions to increase customers’ lifetime value and customer satisfaction
11.3.3 GERMANY
11.3.3.1 German manufacturing and telecom companies adopting contact center solutions to improve contact center processes
11.3.4 FRANCE
11.3.4.1 French Government to invest more in cloud-based advanced technologies
11.3.5 REST OF EUROPE
11.4 ASIA PACIFIC
11.4.1 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET DRIVERS
TABLE 117 ASIA PACIFIC: PROMINENT PLAYERS
FIGURE 35 ASIA PACIFIC: MARKET SNAPSHOT
TABLE 118 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 119 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 120 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016–2021 (USD MILLION)
TABLE 121 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022–2027 (USD MILLION)
TABLE 122 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016–2021 (USD MILLION)
TABLE 123 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022–2027 (USD MILLION)
TABLE 124 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
TABLE 125 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
TABLE 126 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 127 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
TABLE 128 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 129 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 130 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 131 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 132 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 133 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
11.4.2 CHINA
11.4.2.1 Chinese citizens are moving from traditional communication to the usage of chat and social media for interacting with their vendors
11.4.3 JAPAN
11.4.3.1 Strong technology infrastructure and the presence of tech-savvy workforce
11.4.4 INDIA
11.4.4.1 Enterprise spending on business process outsourcing (BPO) services
11.4.5 REST OF ASIA PACIFIC
11.5 MIDDLE EAST & AFRICA
11.5.1 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET DRIVERS
TABLE 134 MIDDLE EAST & AFRICA: PROMINENT PLAYERS
TABLE 135 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 136 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 137 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016–2021 (USD MILLION)
TABLE 138 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022–2027 (USD MILLION)
TABLE 139 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016–2021 (USD MILLION)
TABLE 140 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022–2027 (USD MILLION)
TABLE 141 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
TABLE 142 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
TABLE 143 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 144 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
TABLE 145 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 146 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 147 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 148 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 149 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 150 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
11.5.2 UNITED ARAB EMIRATES
11.5.2.1 Increasing demand for omnichannel communication and workforce management
11.5.3 SAUDI ARABIA
11.5.3.1 Adoption of contact center solutions helping businesses expand their enterprise service portfolios and enhance user experiences
11.5.4 REST OF MIDDLE EAST & AFRICA
11.6 LATIN AMERICA
11.6.1 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET DRIVERS
TABLE 151 LATIN AMERICA: PROMINENT PLAYERS
TABLE 152 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 153 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 154 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016–2021 (USD MILLION)
TABLE 155 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022–2027 (USD MILLION)
TABLE 156 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016–2021 (USD MILLION)
TABLE 157 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022–2027 (USD MILLION)
TABLE 158 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
TABLE 159 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
TABLE 160 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 161 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
TABLE 162 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 163 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 164 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 165 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 166 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 167 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
11.6.2 BRAZIL
11.6.2.1 US-based contact center organizations are increasing their presence in the country to cater to the rising demand for contact center solutions
11.6.3 MEXICO
11.6.3.1 Businesses using contact center solutions to connect with customers
11.6.4 REST OF LATIN AMERICA
12 COMPETITIVE LANDSCAPE
12.1 OVERVIEW
12.2 KEY PLAYER STRATEGIES
TABLE 168 OVERVIEW OF STRATEGIES DEPLOYED BY KEY PLAYERS IN THE CONTACT CENTER ANALYTICS MARKET
12.3 REVENUE ANALYSIS
FIGURE 36 REVENUE ANALYSIS FOR KEY COMPANIES IN THE PAST FIVE YEARS
12.4 MARKET SHARE ANALYSIS
FIGURE 37 CONTACT CENTER ANALYTICS MARKET: MARKET SHARE ANALYSIS, 2022
TABLE 169 CONTACT CENTER ANALYTICS MARKET: DEGREE OF COMPETITION
12.5 COMPETITIVE BENCHMARKING
TABLE 170 COMPANY TOP 3 APPLICATION FOOTPRINTS
TABLE 171 COMPANY REGIONAL FOOTPRINT
12.6 COMPANY EVALUATION QUADRANT
12.6.1 STARS
12.6.2 EMERGING LEADERS
12.6.3 PERVASIVE PLAYERS
12.6.4 PARTICIPANTS
FIGURE 38 KEY CONTACT CENTER ANALYTICS MARKET PLAYERS, COMPANY EVALUATION MATRIX, 2022
12.7 STARTUP/SME EVALUATION QUADRANT
12.7.1 PROGRESSIVE COMPANIES
12.7.2 RESPONSIVE COMPANIES
12.7.3 DYNAMIC COMPANIES
12.7.4 STARTING BLOCKS
FIGURE 39 STARTUP/SME CONTACT CENTER ANALYTICS MARKET EVALUATION MATRIX, 2021
12.8 COMPETITIVE SCENARIO
12.8.1 PRODUCT LAUNCHES
TABLE 172 PRODUCT LAUNCHES, 2021–2022
12.8.2 DEALS
TABLE 173 DEALS, 2021–2022
13 COMPANY PROFILES
13.1 INTRODUCTION
13.2 KEY PLAYERS
(Business and financial overview, Solutions offered, Recent Developments, MNM view)*
*Details on Business and financial overview, Solutions offered, Recent Developments, MNM view might not be captured in case of unlisted companies.
13.2.1 CISCO
TABLE 174 CISCO: BUSINESS OVERVIEW
FIGURE 40 CISCO: FINANCIAL OVERVIEW
TABLE 175 CISCO: SOLUTIONS OFFERED
TABLE 176 CISCO: DEALS
13.2.2 GENPACT
TABLE 177 GENPACT: BUSINESS OVERVIEW
FIGURE 41 GENPACT: COMPANY SNAPSHOT
TABLE 178 GENPACT: SOLUTIONS OFFERED
TABLE 179 GENPACT: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 180 GENPACT: DEALS
13.2.3 SAP
TABLE 181 SAP: BUSINESS OVERVIEW
FIGURE 42 SAP: COMPANY SNAPSHOT
TABLE 182 SAP: SOLUTIONS OFFERED
TABLE 183 SAP: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 184 SAP: DEALS
13.2.4 ORACLE
TABLE 185 ORACLE: BUSINESS OVERVIEW
FIGURE 43 ORACLE: COMPANY SNAPSHOT
TABLE 186 ORACLE: SOLUTIONS OFFERED
TABLE 187 ORACLE: DEALS
13.2.5 AVAYA
TABLE 188 AVAYA: BUSINESS OVERVIEW
FIGURE 44 AVAYA: COMPANY SNAPSHOT
TABLE 189 AVAYA: SOLUTIONS OFFERED
TABLE 190 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 191 AVAYA: DEALS
13.2.6 NICE
TABLE 192 NICE: BUSINESS OVERVIEW
FIGURE 45 NICE: COMPANY SNAPSHOT
TABLE 193 NICE: SOLUTIONS OFFERED
TABLE 194 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 195 NICE: DEALS
13.2.7 8X8
TABLE 196 8X8: BUSINESS OVERVIEW
FIGURE 46 8X8: COMPANY SNAPSHOT
TABLE 197 8X8: SOLUTIONS OFFERED
TABLE 198 8X8: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 199 8X8: DEALS
13.2.8 FIVE9
TABLE 200 FIVE9: BUSINESS OVERVIEW
FIGURE 47 FIVE9: COMPANY SNAPSHOT
TABLE 201 FIVE9: SOLUTIONS OFFERED
TABLE 202 FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 203 FIVE9: DEALS
13.2.9 TALKDESK
TABLE 204 TALKDESK: BUSINESS OVERVIEW
TABLE 205 TALKDESK: SOLUTIONS OFFERED
TABLE 206 TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 207 TALKDESK: DEALS
13.2.10 CALLMINER
TABLE 208 CALLMINER: BUSINESS OVERVIEW
TABLE 209 CALLMINER: SOLUTIONS OFFERED
TABLE 210 CALLMINER: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 211 CALLMINER: DEALS
13.2.11 SERVION GLOBAL SOLUTIONS
TABLE 212 SERVION GLOBAL SOLUTIONS: BUSINESS OVERVIEW
TABLE 213 SERVION GLOBAL SOLUTIONS: SOLUTIONS OFFERED
TABLE 214 SERVION GLOBAL SOLUTIONS: DEALS
13.2.12 GENESYS
TABLE 215 GENESYS: BUSINESS OVERVIEW
TABLE 216 GENESYS: SOLUTIONS OFFERED
TABLE 217 GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 218 GENESYS: DEALS
13.2.13 VIRTUALPBX
TABLE 219 VIRTUALPBX: BUSINESS OVERVIEW
TABLE 220 VIRTUALPBX: SOLUTIONS OFFERED
TABLE 221 VIRTUALPBX: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 222 VIRTUALPBX: DEALS
13.2.14 CHASEDATA
TABLE 223 CHASEDATA: BUSINESS OVERVIEW
TABLE 224 CHASEDATA: SOLUTIONS OFFERED
TABLE 225 CHASEDATA: PRODUCT LAUNCHES AND ENHANCEMENTS
13.2.15 BROADVOICE
TABLE 226 BROADVOICE: BUSINESS OVERVIEW
TABLE 227 BROADVOICE: SOLUTIONS OFFERED
TABLE 228 BROADVOICE: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 229 BROADVOICE: DEALS
13.2.16 SINGLECOMM
13.2.17 LIVEAGENT
13.2.18 CLOUDTALK
13.2.19 AIRCALL
13.2.20 BRIGHT PATTERN
13.2.21 DIXA
13.2.22 CALLHIPPO
13.2.23 STRATEGIC CONTACT
13.2.24 3CLOGIC
13.2.25 METROCALL
14 APPENDIX
14.1 ADJACENT AND RELATED MARKETS
14.1.1 INTRODUCTION
14.1.2 CONTACT CENTER SOFTWARE MARKET
14.1.2.1 Market definition
14.1.2.2 Market overview
14.1.2.3 Contact center software market, by component
TABLE 230 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2016–2019 (USD MILLION)
TABLE 231 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2020–2026 (USD MILLION)
14.1.2.4 Contact center software market, by organization size
TABLE 232 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
TABLE 233 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
14.1.2.5 Contact center software market, by deployment mode
TABLE 234 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2016–2019 (USD MILLION)
TABLE 235 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2020–2026 (USD MILLION)
14.1.2.6 Contact center software market, by industry
TABLE 236 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY, 2016–2019 (USD MILLION)
TABLE 237 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY, 2020–2026 (USD MILLION)
14.1.2.7 Contact center software market, by region
TABLE 238 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016–2019 (USD MILLION)
TABLE 239 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2020–2026 (USD MILLION)
14.1.3 CALL CENTER AI MARKET
14.1.3.1 Market definition
14.1.3.2 Market overview
14.1.3.3 Call center AI market, by component
TABLE 240 CALL CENTER AI MARKET, BY COMPONENT, 2017–2024 (USD MILLION)
14.1.3.4 Call center AI market, by deployment type
TABLE 241 CALL CENTER AI MARKET, BY DEPLOYMENT TYPE, 2017–2024 (USD MILLION)
14.1.3.5 Call center AI market, by vertical
TABLE 242 CALL CENTER AI MARKET, BY VERTICAL, 2017–2024 (USD MILLION)
14.1.3.6 Call center AI market, by region
TABLE 243 CALL CENTER AI MARKET, BY REGION, 2017–2024 (USD MILLION)
14.2 DISCUSSION GUIDE
14.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
14.4 AVAILABLE CUSTOMIZATIONS
14.5 RELATED REPORTS
14.6 AUTHOR DETAILS
1.1 OBJECTIVES OF THE STUDY
1.2 MARKET DEFINITION
1.2.1 INCLUSIONS AND EXCLUSIONS
1.3 MARKET SCOPE
1.3.1 MARKET SEGMENTATION
1.3.2 REGIONS COVERED
1.3.3 YEARS CONSIDERED FOR THE STUDY
1.4 CURRENCY CONSIDERED
TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2019–2021
1.5 STAKEHOLDERS
1.6 SUMMARY OF CHANGES
2 RESEARCH METHODOLOGY
2.1 RESEARCH DATA
FIGURE 1 GLOBAL CONTACT CENTER ANALYTICS MARKET: RESEARCH DESIGN
2.1.1 SECONDARY DATA
2.1.2 PRIMARY DATA
TABLE 2 PRIMARY INTERVIEWS
2.1.2.1 Breakup of primary profiles
2.1.2.2 Key industry insights
2.2 MARKET BREAKUP AND DATA TRIANGULATION
FIGURE 2 DATA TRIANGULATION
2.3 MARKET SIZE ESTIMATION
FIGURE 3 CONTACT CENTER ANALYTICS MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
2.3.1 TOP-DOWN APPROACH
2.3.2 BOTTOM-UP APPROACH
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 1 (SUPPLY-SIDE): REVENUE OF SOLUTIONS/SERVICES OF THE CONTACT CENTER ANALYTICS MARKET
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE OF ALL SOLUTIONS/SERVICES OF THE CONTACT CENTER ANALYTICS MARKET
FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOFTWARE/SERVICES OF THE CONTACT CENTER ANALYTICS MARKET
FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CONTACT CENTER ANALYTICS THROUGH OVERALL CONTACT CENTER ANALYTICS SPENDING
2.4 MARKET FORECAST
TABLE 3 FACTOR ANALYSIS
2.5 ASSUMPTIONS FOR THE STUDY
2.6 LIMITATIONS OF THE STUDY
3 EXECUTIVE SUMMARY
TABLE 4 GLOBAL CONTACT CENTER ANALYTICS MARKET AND GROWTH RATE, 2016–2021 (USD MILLION, Y-O-Y%)
TABLE 5 GLOBAL CONTACT CENTER ANALYTICS MARKET AND GROWTH RATE, 2022–2027 (USD MILLION, Y-O-Y%)
FIGURE 8 SOFTWARE SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 2022
FIGURE 9 PROFESSIONAL SERVICES SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 2022
FIGURE 10 SPEECH ANALYTICS SOFTWARE SEGMENT EXPECTED TO DOMINATE THE MARKET IN 2022
FIGURE 11 CLOUD SEGMENT EXPECTED TO LEAD THE MARKET IN 2022
FIGURE 12 CUSTOMER EXPERIENCE MANAGEMENT SEGMENT EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE IN 2022
FIGURE 13 NORTH AMERICA EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SHARE IN 2022
4 PREMIUM INSIGHTS
4.1 ATTRACTIVE OPPORTUNITIES IN THE CONTACT CENTER ANALYTICS MARKET
FIGURE 14 INCREASING ADOPTION OF AI AND ML TECHNOLOGIES TO BOOST THE MARKET GROWTH
4.2 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL
FIGURE 15 BANKING, FINANCIAL SERVICES, AND INSURANCE SEGMENT EXPECTED TO LEAD THE MARKET BY 2027
4.3 CONTACT CENTER ANALYTICS MARKET, BY REGION
FIGURE 16 NORTH AMERICA EXPECTED TO ACCOUNT FOR LARGEST MARKET SHARE IN 2022
4.4 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION AND SOFTWARE
FIGURE 17 CUSTOMER EXPERIENCE MANAGEMENT AND SPEECH ANALYTICS SEGMENTS ESTIMATED TO ACCOUNT FOR A SIGNIFICANT MARKET SHARE IN 2022
5 MARKET OVERVIEW AND INDUSTRY TRENDS
5.1 INTRODUCTION
5.2 MARKET DYNAMICS
FIGURE 18 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CONTACT CENTER ANALYTICS MARKET
5.2.1 DRIVERS
5.2.1.1 Rising adoption of advanced contact center technologies
5.2.1.2 Demand for better customer experience management solutions
5.2.1.3 Increasing adoption of cloud-based contact center solutions during and after COVID-19
5.2.2 RESTRAINTS
5.2.2.1 High cost of investment
5.2.2.2 Regulations and legal issues
5.2.2.3 Impact of IVR frauds and cyber-attacks on business operations
5.2.3 OPPORTUNITIES
5.2.3.1 Rising demand for speech and text analytics
5.2.3.2 Dynamic customer demand for robust self-service interactions
5.2.4 CHALLENGES
5.2.4.1 Data privacy and security concerns
5.2.4.2 Lack of a clear and holistic analytics approach in contact centers
5.3 CONTACT CENTER ANALYTICS MARKET: COVID-19 IMPACT
5.4 CONTACT CENTER ANALYTICS: EVOLUTION
FIGURE 19 EVOLUTION OF CONTACT CENTER ANALYTICS
5.5 CASE STUDY ANALYSIS
5.5.1 BANKING, FINANCIAL SERVICES, AND INSURANCE
5.5.1.1 Case study: Maximize marketing campaign effectiveness during the pandemic
5.5.2 HEALTHCARE AND LIFE SCIENCES
5.5.2.1 Case study: Leveraging agent assist to improve efficiency and call quality
5.5.3 MANUFACTURING
5.5.3.1 Case study: Improving disaster preparedness and call center services
5.5.4 RETAIL AND CONSUMER GOODS
5.5.4.1 Case study: Enhancing personalized experiences with high-speed innovation
5.5.5 TRAVEL AND HOSPITALITY
5.5.5.1 Case study 1: Enabling omnichannel communication and omnichannel quality management for better customer service and agent empowerment
5.5.6 GOVERNMENT AND PUBLIC SECTOR
5.5.6.1 Case study 2: Improving efficiency during the busiest season
5.5.7 ENERGY AND UTILITIES
5.5.7.1 Case study 3: Increasing client base, tracking calls, and improving bonding with employees
5.5.8 TELECOM AND IT
5.5.8.1 Case study 4: Increasing customer service by reducing the number of dropped calls, time lags, and eliminating line disturbances
5.5.9 ECOSYSTEM
FIGURE 20 CONTACT CENTER MARKET: ECOSYSTEM
5.6 SUPPLY/VALUE CHAIN ANALYSIS
FIGURE 21 SUPPLY/VALUE CHAIN ANALYSIS
TABLE 6 CONTACT CENTER ANALYTICSMARKET: VALUE/SUPPLY CHAIN
5.6.1 PATENT ANALYSIS
5.6.1.1 Methodology
5.6.1.2 Document type
TABLE 7 PATENTS FILED, 2018-2021
5.6.1.3 INNOVATION AND PATENT APPLICATIONS
FIGURE 22 TOTAL NUMBER OF PATENTS GRANTED IN A YEAR, 2018–2021
5.6.1.4 Top applicants
FIGURE 23 TOP 10 COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS, 2018–2021
5.6.2 PRICING MODEL ANALYSIS, 2021
TABLE 8 CONTACT CENTER ANALYTICS MARKET: PRICING MODEL ANALYSIS, 2021
5.7 KEY CONFERENCES & EVENTS IN 2022-2023
TABLE 9 CONTACT CENTER MARKET: DETAILED LIST OF CONFERENCES & EVENTS
5.8 PORTER’S FIVE FORCES ANALYSIS
FIGURE 24 CONTACT CENTER ANALYTICS MARKET: PORTER’S FIVE FORCES ANALYSIS
TABLE 10 CONTACT CENTER ANALYTICS MARKET: PORTER’S FIVE FORCES ANALYSIS
5.8.1 THREAT OF NEW ENTRANTS
5.8.2 THREAT OF SUBSTITUTES
5.8.3 BARGAINING POWER OF SUPPLIERS
5.8.4 BARGAINING POWER OF BUYERS
5.8.5 INTENSITY OF COMPETITIVE RIVALRY
5.9 TECHNOLOGY ANALYSIS
5.9.1 AI AND CONTACT CENTER ANALYTICS
5.9.2 ML AND CONTACT CENTER ANALYTICS
5.9.3 NLP AND CONTACT CENTER ANALYTICS
5.9.4 CLOUD COMPUTING AND CONTACT CENTER ANALYTICS
5.9.5 ADVANCED ANALYTICS
5.9.5.1 Speech analytics
5.9.5.2 Social media analytics
5.9.5.3 Predictive analytics
5.9.5.4 Sentiment analytics
5.9.5.5 Real-time monitoring and analytics
5.10 REGULATORY IMPLICATIONS
5.10.1 INTRODUCTION
5.10.2 SARBANES-OXLEY ACT OF 2002
5.10.3 GENERAL DATA PROTECTION REGULATION
5.10.4 CALIFORNIA CONSUMER PRIVACY ACT
5.10.5 THE INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 27001
5.10.6 PERSONAL DATA PROTECTION ACT
5.10.7 OPEN GEOSPATIAL CONSORTIUM
5.10.8 WORLD WIDE WEB CONSORTIUM
6 CONTACT CENTER ANALYTICS MARKET, BY COMPONENT
6.1 INTRODUCTION
6.1.1 COMPONENT: CONTACT CENTER ANALYTICS MARKET DRIVERS
6.1.2 COMPONENT: COVID-19 IMPACT
FIGURE 25 SERVICES SEGMENT EXPECTED TO GROW AT A LARGER MARKET SIZE DURING THE FORECAST PERIOD
TABLE 11 CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 12 CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
6.2 SOFTWARE
6.2.1 DIGITIZATION AND TECHNOLOGICAL ADVANCEMENTS IN CONTACT CENTER ANALYTICS SOFTWARE
FIGURE 26 SPEECH ANALYTICS SEGMENT EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE BY 2027
TABLE 13 CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016–2021 (USD MILLION)
TABLE 14 CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022–2027 (USD MILLION)
6.2.1.1 Speech analytics
TABLE 15 SPEECH ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 16 SPEECH ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
6.2.1.2 Cross-channel analytics
TABLE 17 CROSS-CHANNEL ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 18 CROSS-CHANNEL ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
6.2.1.3 Predictive analytics
TABLE 19 PREDICTIVE ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 20 PREDICTIVE ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
6.2.1.4 Performance analytics
TABLE 21 PERFORMANCE ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 22 PERFORMANCE ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
6.2.1.5 Text analytics
TABLE 23 TEXT ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 24 TEXT ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
6.2.1.6 Desktop analytics
TABLE 25 DESKTOP ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 26 DESKTOPS ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
6.3 SERVICES
6.3.1 SERVICES IDENTIFY THE TYPE OF INTEGRATION REQUIRED
BY ORGANIZATIONS TO MEET THEIR CONTACT CENTER DEMANDS
FIGURE 27 PROFESSIONAL SERVICES SEGMENT EXPECTED TO GROW AT A HIGHER RATE DURING THE FORECAST PERIOD
TABLE 27 CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016–2021 (USD MILLION)
TABLE 28 CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022–2027 (USD MILLION)
6.3.1.1 Professional services
TABLE 29 PROFESSIONAL SERVICES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 30 PROFESSIONAL SERVICES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
6.3.1.2 Managed services
TABLE 31 MANAGED SERVICES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 32 MANAGED SERVICES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
7 CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE
7.1 INTRODUCTION
7.1.1 DEPLOYMENT MODE: CONTACT CENTER ANALYTICS MARKET DRIVERS
7.1.2 DEPLOYMENT MODE: COVID-19 IMPACT
FIGURE 28 CLOUD SEGMENT EXPECTED TO LEAD THE CONTACT CENTER ANALYTICS MARKET IN 2022
TABLE 33 CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 34 CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
7.2 ON-PREMISES
7.2.1 ON-PREMISES DEPLOYMENT MODE ENABLES ADHERENCE TO EXTERNAL COMPLIANCE REQUIREMENTS
TABLE 35 ON-PREMISES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 36 ON-PREMISES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
7.3 CLOUD
7.3.1 LOW COST AND EASE OF IMPLEMENTATION HAVE MADE THE CLOUD PLATFORM A HIGHLY DESIRABLE DELIVERY MODE AMONG ORGANIZATIONS
TABLE 37 CLOUD: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 38 CLOUD: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
8 CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE
8.1 INTRODUCTION
8.1.1 ORGANIZATION SIZE: CONTACT CENTER ANALYTICS MARKET DRIVERS
8.1.2 ORGANIZATION SIZE: COVID-19 IMPACT
FIGURE 29 LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 2022
TABLE 39 CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 40 CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
8.2 SMALL AND MEDIUM-SIZED ENTERPRISES
8.2.1 SMES TO ADOPT MORE CLOUD-BASED CONTACT CENTER ANALYTICS SOLUTIONS TO ELIMINATE DATA MANAGEMENT HASSLES AND MAINTENANCE ISSUES
TABLE 41 SMES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 42 SMES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
8.3 LARGE ENTERPRISES
8.3.1 HIGHER ADOPTION OF CONTACT CENTER ANALYTICS SOLUTIONS IN LARGE ENTERPRISES
TABLE 43 LARGE ENTERPRISES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 44 LARGE ENTERPRISES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
9 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION
9.1 INTRODUCTION
9.1.1 APPLICATIONS: CONTACT CENTER ANALYTICS MARKET DRIVERS
9.1.2 APPLICATIONS: COVID-19 IMPACT
FIGURE 30 CUSTOMER EXPERIENCE MANAGEMENT SEGMENT EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE BY 2027
TABLE 45 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
TABLE 46 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
9.2 CUSTOMER EXPERIENCE MANAGEMENT
9.2.1 CUSTOMER EXPERIENCE ANALYTICS AGGREGATES CUSTOMER INTERACTIONS, TRANSACTIONS, AND FEEDBACK AND AGENT DATA
TABLE 47 CUSTOMER EXPERIENCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 48 CUSTOMER EXPERIENCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
9.3 LOG MANAGEMENT
9.3.1 LOG MANAGEMENT ENABLES MANAGERS TO FORECAST COSTS AND TRACK PRODUCTIVITY
TABLE 49 LOG MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 50 LOG MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
9.4 RISK AND COMPLIANCE MANAGEMENT
9.4.1 CONTACT CENTERS TO MAXIMIZE PAYMENTS WHILE BEING COMPLIANT TO RULES AND REGULATIONS
TABLE 51 RISK AND COMPLIANCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 52 RISK AND COMPLIANCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
9.5 REAL-TIME MONITORING AND REPORTING
9.5.1 MONITORING AND ANALYZING CALLS IN REAL-TIME HELP IN TRACKING AGENT PERFORMANCE AND EFFECTIVENESS OF CONTACT CENTER OPERATIONS
TABLE 53 REAL-TIME MONITORING AND REPORTING: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 54 REAL-TIME MONITORING AND REPORTING: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
9.6 WORKFORCE OPTIMIZATION
9.6.1 WFO IS ESSENTIAL FOR PROVIDING AGENTS WITH THE RIGHT TRAINING
AND KNOWLEDGE
TABLE 55 WORKFORCE OPTIMIZATION: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 56 WORKFORCE OPTIMIZATION: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
9.7 AUTOMATIC CALL DISTRIBUTOR
9.7.1 ACD ACQUIRES USAGE DATA, SUCH AS THE TOTAL NUMBER OF CALLS, TIME SPENT ON EACH CALL, AND WAITING TIME
TABLE 57 AUTOMATIC CALL DISTRIBUTOR: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 58 AUTOMATIC CALL DISTRIBUTOR: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
9.8 OTHER APPLICATIONS
TABLE 59 OTHER APPLICATIONS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 60 OTHER APPLICATIONS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
10 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL
10.1 INTRODUCTION
10.1.1 VERTICALS: CONTACT CENTER ANALYTICS MARKET DRIVERS
10.1.2 VERTICALS: COVID-19 IMPACT
FIGURE 31 ENERGY AND UTILITIES VERTICAL EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
TABLE 61 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 62 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
10.2 BANKING, FINANCIAL SERVICES, AND INSURANCE
10.2.1 CONTACT CENTER SOLUTIONS ENABLE BFSI COMPANIES TO MONITOR, MANAGE, AND ASSIST REMOTE AGENTS’ SELLING AND EARNING INCENTIVES
TABLE 63 BFSI: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 64 BFSI: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
10.3 HEALTHCARE AND LIFE SCIENCES
10.3.1 HEALTHCARE CONTACT CENTERS TO COMPLY WITH REGULATORY AND LEGAL REQUIREMENTS BY MEASURING CONTACT CENTER OPERATIONS AND PERFORMANCE
TABLE 65 HEALTHCARE AND LIFE SCIENCES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 66 HEALTHCARE AND LIFE SCIENCES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
10.4 MANUFACTURING
10.4.1 CONTACT CENTER ANALYTICS HELPS MANUFACTURING COMPANIES TO ANALYZE CALLS FROM SUPPLIERS AND CHANNEL PARTNERS IN REAL-TIME
TABLE 67 MANUFACTURING: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 68 MANUFACTURING: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
10.5 RETAIL AND CONSUMER GOODS
10.5.1 COMPANIES CAN PROACTIVELY CONNECT WITH CUSTOMERS USING CONTACT CENTER ANALYTICS SOLUTIONS
TABLE 69 RETAIL AND CONSUMER GOODS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 70 RETAIL AND CONSUMER GOODS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
10.6 ENERGY AND UTILITIES
10.6.1 CONTACT CENTER SOLUTIONS USED BY PETROLEUM COMPANIES TO COACH AND TRAIN THEIR EMPLOYEES
TABLE 71 ENERGY AND UTILITIES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 72 ENERGY AND UTILITIES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
10.7 TELECOM AND IT
10.7.1 DEPLOYING CONTACT CENTER ANALYTICS SOLUTIONS HAS INCREASED THE NUMBER OF PARTNERSHIPS OF TELECOM COMPANIES WITH OTT PLATFORM PROVIDERS
TABLE 73 TELECOM AND IT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 74 TELECOM AND IT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
10.8 TRAVEL AND HOSPITALITY
10.8.1 TRAVEL AND HOSPITALITY COMPANIES CAPTURING CUSTOMER DATA USING SPEECH AND TEXT ANALYTICS
TABLE 75 TRAVEL AND HOSPITALITY: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 76 TRAVEL AND HOSPITALITY: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
10.9 GOVERNMENT AND PUBLIC SECTOR
10.9.1 CONTACT CENTER SOLUTIONS ENABLE GOVERNMENT AGENCIES TO MINIMIZE LOSSES AND OPTIMIZE GOVERNMENT’S EFFICIENCY
TABLE 77 GOVERNMENT AND PUBLIC SECTOR: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 78 GOVERNMENT AND PUBLIC SECTOR: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
10.10 OTHER VERTICALS
TABLE 79 OTHER VERTICALS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 80 OTHER VERTICALS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
11 CONTACT CENTER ANALYTICS MARKET, BY REGION
11.1 INTRODUCTION
11.1.1 REGION: COVID-19 IMPACT
FIGURE 32 INDIA EXPECTED TO ACCOUNT FOR THE HIGHEST CAGR DURING THE FORECAST PERIOD
FIGURE 33 ASIA PACIFIC EXPECTED TO ACCOUNT FOR THE HIGHEST CAGR THE DURING FORECAST PERIOD
TABLE 81 CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
TABLE 82 CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)
11.2 NORTH AMERICA
11.2.1 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET DRIVERS
TABLE 83 NORTH AMERICA: PROMINENT PLAYERS
FIGURE 34 NORTH AMERICA: MARKET SNAPSHOT
TABLE 84 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 85 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 86 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016–2021 (USD MILLION)
TABLE 87 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022–2027 (USD MILLION)
TABLE 88 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016–2021 (USD MILLION)
TABLE 89 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICES, 2022–2027 (USD MILLION)
TABLE 90 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
TABLE 91 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
TABLE 92 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 93 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
TABLE 94 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 95 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 96 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 97 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 98 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 99 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
11.2.2 UNITED STATES
11.2.2.1 Companies spend more on AI, ML, and NLP-enabled cloud contact center solutions
11.2.3 CANADA
11.2.3.1 Presence of knowledgeable and skilled workforce persuading the US companies to set up their contact centers in Canada
11.3 EUROPE
11.3.1 EUROPE: CONTACT CENTER ANALYTICS MARKET DRIVERS
TABLE 100 EUROPE: PROMINENT PLAYERS
TABLE 101 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 102 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 103 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016–2021 (USD MILLION)
TABLE 104 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022–2027 (USD MILLION)
TABLE 105 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016–2021 (USD MILLION)
TABLE 106 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022–2027 (USD MILLION)
TABLE 107 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
TABLE 108 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
TABLE 109 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 110 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
TABLE 111 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 112 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 113 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 114 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 115 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 116 EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
11.3.2 UNITED KINGDOM
11.3.2.1 Companies in the UK constantly adopting contact center solutions to increase customers’ lifetime value and customer satisfaction
11.3.3 GERMANY
11.3.3.1 German manufacturing and telecom companies adopting contact center solutions to improve contact center processes
11.3.4 FRANCE
11.3.4.1 French Government to invest more in cloud-based advanced technologies
11.3.5 REST OF EUROPE
11.4 ASIA PACIFIC
11.4.1 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET DRIVERS
TABLE 117 ASIA PACIFIC: PROMINENT PLAYERS
FIGURE 35 ASIA PACIFIC: MARKET SNAPSHOT
TABLE 118 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 119 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 120 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016–2021 (USD MILLION)
TABLE 121 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022–2027 (USD MILLION)
TABLE 122 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016–2021 (USD MILLION)
TABLE 123 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022–2027 (USD MILLION)
TABLE 124 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
TABLE 125 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
TABLE 126 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 127 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
TABLE 128 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 129 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 130 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 131 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 132 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 133 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
11.4.2 CHINA
11.4.2.1 Chinese citizens are moving from traditional communication to the usage of chat and social media for interacting with their vendors
11.4.3 JAPAN
11.4.3.1 Strong technology infrastructure and the presence of tech-savvy workforce
11.4.4 INDIA
11.4.4.1 Enterprise spending on business process outsourcing (BPO) services
11.4.5 REST OF ASIA PACIFIC
11.5 MIDDLE EAST & AFRICA
11.5.1 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET DRIVERS
TABLE 134 MIDDLE EAST & AFRICA: PROMINENT PLAYERS
TABLE 135 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 136 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 137 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016–2021 (USD MILLION)
TABLE 138 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022–2027 (USD MILLION)
TABLE 139 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016–2021 (USD MILLION)
TABLE 140 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022–2027 (USD MILLION)
TABLE 141 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
TABLE 142 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
TABLE 143 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 144 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
TABLE 145 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 146 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 147 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 148 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 149 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 150 MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
11.5.2 UNITED ARAB EMIRATES
11.5.2.1 Increasing demand for omnichannel communication and workforce management
11.5.3 SAUDI ARABIA
11.5.3.1 Adoption of contact center solutions helping businesses expand their enterprise service portfolios and enhance user experiences
11.5.4 REST OF MIDDLE EAST & AFRICA
11.6 LATIN AMERICA
11.6.1 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET DRIVERS
TABLE 151 LATIN AMERICA: PROMINENT PLAYERS
TABLE 152 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
TABLE 153 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
TABLE 154 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016–2021 (USD MILLION)
TABLE 155 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022–2027 (USD MILLION)
TABLE 156 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016–2021 (USD MILLION)
TABLE 157 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022–2027 (USD MILLION)
TABLE 158 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
TABLE 159 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
TABLE 160 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
TABLE 161 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
TABLE 162 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
TABLE 163 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
TABLE 164 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
TABLE 165 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
TABLE 166 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
TABLE 167 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
11.6.2 BRAZIL
11.6.2.1 US-based contact center organizations are increasing their presence in the country to cater to the rising demand for contact center solutions
11.6.3 MEXICO
11.6.3.1 Businesses using contact center solutions to connect with customers
11.6.4 REST OF LATIN AMERICA
12 COMPETITIVE LANDSCAPE
12.1 OVERVIEW
12.2 KEY PLAYER STRATEGIES
TABLE 168 OVERVIEW OF STRATEGIES DEPLOYED BY KEY PLAYERS IN THE CONTACT CENTER ANALYTICS MARKET
12.3 REVENUE ANALYSIS
FIGURE 36 REVENUE ANALYSIS FOR KEY COMPANIES IN THE PAST FIVE YEARS
12.4 MARKET SHARE ANALYSIS
FIGURE 37 CONTACT CENTER ANALYTICS MARKET: MARKET SHARE ANALYSIS, 2022
TABLE 169 CONTACT CENTER ANALYTICS MARKET: DEGREE OF COMPETITION
12.5 COMPETITIVE BENCHMARKING
TABLE 170 COMPANY TOP 3 APPLICATION FOOTPRINTS
TABLE 171 COMPANY REGIONAL FOOTPRINT
12.6 COMPANY EVALUATION QUADRANT
12.6.1 STARS
12.6.2 EMERGING LEADERS
12.6.3 PERVASIVE PLAYERS
12.6.4 PARTICIPANTS
FIGURE 38 KEY CONTACT CENTER ANALYTICS MARKET PLAYERS, COMPANY EVALUATION MATRIX, 2022
12.7 STARTUP/SME EVALUATION QUADRANT
12.7.1 PROGRESSIVE COMPANIES
12.7.2 RESPONSIVE COMPANIES
12.7.3 DYNAMIC COMPANIES
12.7.4 STARTING BLOCKS
FIGURE 39 STARTUP/SME CONTACT CENTER ANALYTICS MARKET EVALUATION MATRIX, 2021
12.8 COMPETITIVE SCENARIO
12.8.1 PRODUCT LAUNCHES
TABLE 172 PRODUCT LAUNCHES, 2021–2022
12.8.2 DEALS
TABLE 173 DEALS, 2021–2022
13 COMPANY PROFILES
13.1 INTRODUCTION
13.2 KEY PLAYERS
(Business and financial overview, Solutions offered, Recent Developments, MNM view)*
*Details on Business and financial overview, Solutions offered, Recent Developments, MNM view might not be captured in case of unlisted companies.
13.2.1 CISCO
TABLE 174 CISCO: BUSINESS OVERVIEW
FIGURE 40 CISCO: FINANCIAL OVERVIEW
TABLE 175 CISCO: SOLUTIONS OFFERED
TABLE 176 CISCO: DEALS
13.2.2 GENPACT
TABLE 177 GENPACT: BUSINESS OVERVIEW
FIGURE 41 GENPACT: COMPANY SNAPSHOT
TABLE 178 GENPACT: SOLUTIONS OFFERED
TABLE 179 GENPACT: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 180 GENPACT: DEALS
13.2.3 SAP
TABLE 181 SAP: BUSINESS OVERVIEW
FIGURE 42 SAP: COMPANY SNAPSHOT
TABLE 182 SAP: SOLUTIONS OFFERED
TABLE 183 SAP: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 184 SAP: DEALS
13.2.4 ORACLE
TABLE 185 ORACLE: BUSINESS OVERVIEW
FIGURE 43 ORACLE: COMPANY SNAPSHOT
TABLE 186 ORACLE: SOLUTIONS OFFERED
TABLE 187 ORACLE: DEALS
13.2.5 AVAYA
TABLE 188 AVAYA: BUSINESS OVERVIEW
FIGURE 44 AVAYA: COMPANY SNAPSHOT
TABLE 189 AVAYA: SOLUTIONS OFFERED
TABLE 190 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 191 AVAYA: DEALS
13.2.6 NICE
TABLE 192 NICE: BUSINESS OVERVIEW
FIGURE 45 NICE: COMPANY SNAPSHOT
TABLE 193 NICE: SOLUTIONS OFFERED
TABLE 194 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 195 NICE: DEALS
13.2.7 8X8
TABLE 196 8X8: BUSINESS OVERVIEW
FIGURE 46 8X8: COMPANY SNAPSHOT
TABLE 197 8X8: SOLUTIONS OFFERED
TABLE 198 8X8: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 199 8X8: DEALS
13.2.8 FIVE9
TABLE 200 FIVE9: BUSINESS OVERVIEW
FIGURE 47 FIVE9: COMPANY SNAPSHOT
TABLE 201 FIVE9: SOLUTIONS OFFERED
TABLE 202 FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 203 FIVE9: DEALS
13.2.9 TALKDESK
TABLE 204 TALKDESK: BUSINESS OVERVIEW
TABLE 205 TALKDESK: SOLUTIONS OFFERED
TABLE 206 TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 207 TALKDESK: DEALS
13.2.10 CALLMINER
TABLE 208 CALLMINER: BUSINESS OVERVIEW
TABLE 209 CALLMINER: SOLUTIONS OFFERED
TABLE 210 CALLMINER: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 211 CALLMINER: DEALS
13.2.11 SERVION GLOBAL SOLUTIONS
TABLE 212 SERVION GLOBAL SOLUTIONS: BUSINESS OVERVIEW
TABLE 213 SERVION GLOBAL SOLUTIONS: SOLUTIONS OFFERED
TABLE 214 SERVION GLOBAL SOLUTIONS: DEALS
13.2.12 GENESYS
TABLE 215 GENESYS: BUSINESS OVERVIEW
TABLE 216 GENESYS: SOLUTIONS OFFERED
TABLE 217 GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 218 GENESYS: DEALS
13.2.13 VIRTUALPBX
TABLE 219 VIRTUALPBX: BUSINESS OVERVIEW
TABLE 220 VIRTUALPBX: SOLUTIONS OFFERED
TABLE 221 VIRTUALPBX: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 222 VIRTUALPBX: DEALS
13.2.14 CHASEDATA
TABLE 223 CHASEDATA: BUSINESS OVERVIEW
TABLE 224 CHASEDATA: SOLUTIONS OFFERED
TABLE 225 CHASEDATA: PRODUCT LAUNCHES AND ENHANCEMENTS
13.2.15 BROADVOICE
TABLE 226 BROADVOICE: BUSINESS OVERVIEW
TABLE 227 BROADVOICE: SOLUTIONS OFFERED
TABLE 228 BROADVOICE: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 229 BROADVOICE: DEALS
13.2.16 SINGLECOMM
13.2.17 LIVEAGENT
13.2.18 CLOUDTALK
13.2.19 AIRCALL
13.2.20 BRIGHT PATTERN
13.2.21 DIXA
13.2.22 CALLHIPPO
13.2.23 STRATEGIC CONTACT
13.2.24 3CLOGIC
13.2.25 METROCALL
14 APPENDIX
14.1 ADJACENT AND RELATED MARKETS
14.1.1 INTRODUCTION
14.1.2 CONTACT CENTER SOFTWARE MARKET
14.1.2.1 Market definition
14.1.2.2 Market overview
14.1.2.3 Contact center software market, by component
TABLE 230 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2016–2019 (USD MILLION)
TABLE 231 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2020–2026 (USD MILLION)
14.1.2.4 Contact center software market, by organization size
TABLE 232 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
TABLE 233 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
14.1.2.5 Contact center software market, by deployment mode
TABLE 234 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2016–2019 (USD MILLION)
TABLE 235 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2020–2026 (USD MILLION)
14.1.2.6 Contact center software market, by industry
TABLE 236 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY, 2016–2019 (USD MILLION)
TABLE 237 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY, 2020–2026 (USD MILLION)
14.1.2.7 Contact center software market, by region
TABLE 238 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016–2019 (USD MILLION)
TABLE 239 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2020–2026 (USD MILLION)
14.1.3 CALL CENTER AI MARKET
14.1.3.1 Market definition
14.1.3.2 Market overview
14.1.3.3 Call center AI market, by component
TABLE 240 CALL CENTER AI MARKET, BY COMPONENT, 2017–2024 (USD MILLION)
14.1.3.4 Call center AI market, by deployment type
TABLE 241 CALL CENTER AI MARKET, BY DEPLOYMENT TYPE, 2017–2024 (USD MILLION)
14.1.3.5 Call center AI market, by vertical
TABLE 242 CALL CENTER AI MARKET, BY VERTICAL, 2017–2024 (USD MILLION)
14.1.3.6 Call center AI market, by region
TABLE 243 CALL CENTER AI MARKET, BY REGION, 2017–2024 (USD MILLION)
14.2 DISCUSSION GUIDE
14.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
14.4 AVAILABLE CUSTOMIZATIONS
14.5 RELATED REPORTS
14.6 AUTHOR DETAILS
