Contact Center Analytics Market By Component, By Deployment Model, By Industry Vertical : Global Opportunity Analysis and Industry Forecast, 2021-2031

Description

List of Tables

Contact center analytics refers to the processes and tools that organizations use to gain business performance insights. Management is capable to track and improve various service metrics, including call times, employee performance, efficiency, and customer satisfaction. Contact center analytics provides data integration, customer experience analysis, data analytics, performance evaluation, and business intelligence analytics. Contact center analytics can be deployed as an on-premises and cloud-based solution. Increase in demand for advanced customer experience management contributes to the growth of the contact center analytics market.

In addition, increase in demand for predictive analytics and real-time monitoring and increase in requirements for better customer experience management solutions drive the global contact center analytics market growth. However, factors such as implementation time and the cost of the system restrain the market growth. Furthermore, integration of latest technology, such as artificial intelligence, speech analysis, and improved IT methods to meet customer's dynamic requirements is expected to provide lucrative opportunities to the contact center analytics market.

The contact center analytics market is segmented on the basis of component, deployment, industry vertical, and region. On the basis of component, the market is segmented into solution and services. On the basis of deployment, the market is segmented into cloud and on-premise.

Depending on industry vertical, it is segregated into BFSI, healthcare, IT & telecom, retail and ecommerce, travel & hospitality, government & education, and others. Region- wise, it is analyzed across North America, Europe, Asia-Pacific, and LAMEA.

The global contact center market is dominated by key players such as Cisco, Oracle, Genpact, SAP SE, Five9, Talkdesk, Inc., Nice Ltd., 8*8 Inc., Avaya Inc., and CallMiner.

Key Benefits For Stakeholders

This report provides a quantitative analysis of the market segments, current trends, estimations, and dynamics of the contact center analytics market analysis from 2021 to 2031 to identify the prevailing contact center analytics market opportunities.
The market research is offered along with information related to key drivers, restraints, and opportunities.
Porter's five forces analysis highlights the potency of buyers and suppliers to enable stakeholders make profit-oriented business decisions and strengthen their supplier-buyer network.
In-depth analysis of the contact center analytics market segmentation assists to determine the prevailing market opportunities.
Major countries in each region are mapped according to their revenue contribution to the global market.
Market player positioning facilitates benchmarking and provides a clear understanding of the present position of the market players.
The report includes the analysis of the regional as well as global contact center analytics market trends, key players, market segments, application areas, and market growth strategies.

Key Market Segments

By Component

Solution
Services

By Deployment Model

On-premise
Cloud

By Industry Vertical

BFSI
Healthcare
Retail and E-Commerce
Government and Education
IT and Telecom
Travel and hospitality
Others

By Region

North America
- U.S.
- Canada
Europe
- U.K.
- Germany
- France
- Italy
- Spain
- Rest of Europe
Asia-Pacific
- China
- Inda
- Japan
- Australia
- South Korea
- Rest of Asia-Pacific
LAMEA
- Latin America
- Middle East
- Africa
Key Market Players
- Oracle Corporation
- Genesys
- Nice Ltd.
- Genpact Limiteds
- Mitel Networks Corporation
- SAP
- 8x8, Inc.
- CallMiner
- Avaya Inc.
- Talkdesk, Inc.

Product Code: A16642

CHAPTER 1:INTRODUCTION

1.1.Report description
1.2.Key market segments
1.3.Key benefits to the stakeholders
1.4.Research Methodology
- 1.4.1.Secondary research
- 1.4.2.Primary research
- 1.4.3.Analyst tools and models

CHAPTER 2:EXECUTIVE SUMMARY

2.1.Key findings of the study
2.2.CXO Perspective

CHAPTER 3:MARKET OVERVIEW

3.1.Market definition and scope
3.2.Key findings
- 3.2.1.Top investment pockets
3.3.Porter's five forces analysis
3.4.Top player positioning
3.5.Market dynamics
- 3.5.1.Drivers
- 3.5.2.Restraints
- 3.5.3.Opportunities
3.6.COVID-19 Impact Analysis on the market
3.7.Regulatory Guidelines
3.8.Patent Landscape

CHAPTER 4: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

4.1 Overview
- 4.1.1 Market size and forecast
4.2 Solution
- 4.2.1 Key market trends, growth factors and opportunities
- 4.2.2 Market size and forecast, by region
- 4.2.3 Market analysis by country
4.3 Services
- 4.3.1 Key market trends, growth factors and opportunities
- 4.3.2 Market size and forecast, by region
- 4.3.3 Market analysis by country

CHAPTER 5: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODEL

5.1 Overview
- 5.1.1 Market size and forecast
5.2 On-premise
- 5.2.1 Key market trends, growth factors and opportunities
- 5.2.2 Market size and forecast, by region
- 5.2.3 Market analysis by country
5.3 Cloud
- 5.3.1 Key market trends, growth factors and opportunities
- 5.3.2 Market size and forecast, by region
- 5.3.3 Market analysis by country

CHAPTER 6: CONTACT CENTER ANALYTICS MARKET, BY INDUSTRY VERTICAL

6.1 Overview
- 6.1.1 Market size and forecast
6.2 BFSI
- 6.2.1 Key market trends, growth factors and opportunities
- 6.2.2 Market size and forecast, by region
- 6.2.3 Market analysis by country
6.3 Healthcare
- 6.3.1 Key market trends, growth factors and opportunities
- 6.3.2 Market size and forecast, by region
- 6.3.3 Market analysis by country
6.4 Retail and E-Commerce
- 6.4.1 Key market trends, growth factors and opportunities
- 6.4.2 Market size and forecast, by region
- 6.4.3 Market analysis by country
6.5 Government and Education
- 6.5.1 Key market trends, growth factors and opportunities
- 6.5.2 Market size and forecast, by region
- 6.5.3 Market analysis by country
6.6 IT and Telecom
- 6.6.1 Key market trends, growth factors and opportunities
- 6.6.2 Market size and forecast, by region
- 6.6.3 Market analysis by country
6.7 Travel and hospitality
- 6.7.1 Key market trends, growth factors and opportunities
- 6.7.2 Market size and forecast, by region
- 6.7.3 Market analysis by country
6.8 Others
- 6.8.1 Key market trends, growth factors and opportunities
- 6.8.2 Market size and forecast, by region
- 6.8.3 Market analysis by country

CHAPTER 7: CONTACT CENTER ANALYTICS MARKET, BY REGION

7.1 Overview
- 7.1.1 Market size and forecast
7.2 North America
- 7.2.1 Key trends and opportunities
- 7.2.2 North America Market size and forecast, by Component
- 7.2.3 North America Market size and forecast, by Deployment Model
- 7.2.4 North America Market size and forecast, by Industry Vertical
- 7.2.5 North America Market size and forecast, by country
  - 7.2.5.1 U.S.
  - 7.2.5.1.1 Market size and forecast, by Component
  - 7.2.5.1.2 Market size and forecast, by Deployment Model
  - 7.2.5.1.3 Market size and forecast, by Industry Vertical
  - 7.2.5.2 Canada
  - 7.2.5.2.1 Market size and forecast, by Component
  - 7.2.5.2.2 Market size and forecast, by Deployment Model
  - 7.2.5.2.3 Market size and forecast, by Industry Vertical
7.3 Europe
- 7.3.1 Key trends and opportunities
- 7.3.2 Europe Market size and forecast, by Component
- 7.3.3 Europe Market size and forecast, by Deployment Model
- 7.3.4 Europe Market size and forecast, by Industry Vertical
- 7.3.5 Europe Market size and forecast, by country
  - 7.3.5.1 U.K.
  - 7.3.5.1.1 Market size and forecast, by Component
  - 7.3.5.1.2 Market size and forecast, by Deployment Model
  - 7.3.5.1.3 Market size and forecast, by Industry Vertical
  - 7.3.5.2 Germany
  - 7.3.5.2.1 Market size and forecast, by Component
  - 7.3.5.2.2 Market size and forecast, by Deployment Model
  - 7.3.5.2.3 Market size and forecast, by Industry Vertical
  - 7.3.5.3 France
  - 7.3.5.3.1 Market size and forecast, by Component
  - 7.3.5.3.2 Market size and forecast, by Deployment Model
  - 7.3.5.3.3 Market size and forecast, by Industry Vertical
  - 7.3.5.4 Italy
  - 7.3.5.4.1 Market size and forecast, by Component
  - 7.3.5.4.2 Market size and forecast, by Deployment Model
  - 7.3.5.4.3 Market size and forecast, by Industry Vertical
  - 7.3.5.5 Spain
  - 7.3.5.5.1 Market size and forecast, by Component
  - 7.3.5.5.2 Market size and forecast, by Deployment Model
  - 7.3.5.5.3 Market size and forecast, by Industry Vertical
  - 7.3.5.6 Rest of Europe
  - 7.3.5.6.1 Market size and forecast, by Component
  - 7.3.5.6.2 Market size and forecast, by Deployment Model
  - 7.3.5.6.3 Market size and forecast, by Industry Vertical
7.4 Asia-Pacific
- 7.4.1 Key trends and opportunities
- 7.4.2 Asia-Pacific Market size and forecast, by Component
- 7.4.3 Asia-Pacific Market size and forecast, by Deployment Model
- 7.4.4 Asia-Pacific Market size and forecast, by Industry Vertical
- 7.4.5 Asia-Pacific Market size and forecast, by country
  - 7.4.5.1 China
  - 7.4.5.1.1 Market size and forecast, by Component
  - 7.4.5.1.2 Market size and forecast, by Deployment Model
  - 7.4.5.1.3 Market size and forecast, by Industry Vertical
  - 7.4.5.2 Inda
  - 7.4.5.2.1 Market size and forecast, by Component
  - 7.4.5.2.2 Market size and forecast, by Deployment Model
  - 7.4.5.2.3 Market size and forecast, by Industry Vertical
  - 7.4.5.3 Japan
  - 7.4.5.3.1 Market size and forecast, by Component
  - 7.4.5.3.2 Market size and forecast, by Deployment Model
  - 7.4.5.3.3 Market size and forecast, by Industry Vertical
  - 7.4.5.4 Australia
  - 7.4.5.4.1 Market size and forecast, by Component
  - 7.4.5.4.2 Market size and forecast, by Deployment Model
  - 7.4.5.4.3 Market size and forecast, by Industry Vertical
  - 7.4.5.5 South Korea
  - 7.4.5.5.1 Market size and forecast, by Component
  - 7.4.5.5.2 Market size and forecast, by Deployment Model
  - 7.4.5.5.3 Market size and forecast, by Industry Vertical
  - 7.4.5.6 Rest of Asia-Pacific
  - 7.4.5.6.1 Market size and forecast, by Component
  - 7.4.5.6.2 Market size and forecast, by Deployment Model
  - 7.4.5.6.3 Market size and forecast, by Industry Vertical
7.5 LAMEA
- 7.5.1 Key trends and opportunities
- 7.5.2 LAMEA Market size and forecast, by Component
- 7.5.3 LAMEA Market size and forecast, by Deployment Model
- 7.5.4 LAMEA Market size and forecast, by Industry Vertical
- 7.5.5 LAMEA Market size and forecast, by country
  - 7.5.5.1 Latin America
  - 7.5.5.1.1 Market size and forecast, by Component
  - 7.5.5.1.2 Market size and forecast, by Deployment Model
  - 7.5.5.1.3 Market size and forecast, by Industry Vertical
  - 7.5.5.2 Middle East
  - 7.5.5.2.1 Market size and forecast, by Component
  - 7.5.5.2.2 Market size and forecast, by Deployment Model
  - 7.5.5.2.3 Market size and forecast, by Industry Vertical
  - 7.5.5.3 Africa
  - 7.5.5.3.1 Market size and forecast, by Component
  - 7.5.5.3.2 Market size and forecast, by Deployment Model
  - 7.5.5.3.3 Market size and forecast, by Industry Vertical

CHAPTER 8: COMPANY LANDSCAPE

8.1. Introduction
8.2. Top winning strategies
8.3. Product Mapping of Top 10 Player
8.4. Competitive Dashboard
8.5. Competitive Heatmap
8.6. Key developments

CHAPTER 9: COMPANY PROFILES

9.1 Oracle Corporation
- 9.1.1 Company overview
- 9.1.2 Company snapshot
- 9.1.3 Operating business segments
- 9.1.4 Product portfolio
- 9.1.5 Business performance
- 9.1.6 Key strategic moves and developments
9.2 Genesys
- 9.2.1 Company overview
- 9.2.2 Company snapshot
- 9.2.3 Operating business segments
- 9.2.4 Product portfolio
- 9.2.5 Business performance
- 9.2.6 Key strategic moves and developments
9.3 Nice Ltd.
- 9.3.1 Company overview
- 9.3.2 Company snapshot
- 9.3.3 Operating business segments
- 9.3.4 Product portfolio
- 9.3.5 Business performance
- 9.3.6 Key strategic moves and developments
9.4 Genpact Limiteds
- 9.4.1 Company overview
- 9.4.2 Company snapshot
- 9.4.3 Operating business segments
- 9.4.4 Product portfolio
- 9.4.5 Business performance
- 9.4.6 Key strategic moves and developments
9.5 Mitel Networks Corporation
- 9.5.1 Company overview
- 9.5.2 Company snapshot
- 9.5.3 Operating business segments
- 9.5.4 Product portfolio
- 9.5.5 Business performance
- 9.5.6 Key strategic moves and developments
9.6 SAP
- 9.6.1 Company overview
- 9.6.2 Company snapshot
- 9.6.3 Operating business segments
- 9.6.4 Product portfolio
- 9.6.5 Business performance
- 9.6.6 Key strategic moves and developments
9.7 8x8, Inc.
- 9.7.1 Company overview
- 9.7.2 Company snapshot
- 9.7.3 Operating business segments
- 9.7.4 Product portfolio
- 9.7.5 Business performance
- 9.7.6 Key strategic moves and developments
9.8 CallMiner
- 9.8.1 Company overview
- 9.8.2 Company snapshot
- 9.8.3 Operating business segments
- 9.8.4 Product portfolio
- 9.8.5 Business performance
- 9.8.6 Key strategic moves and developments
9.9 Avaya Inc.
- 9.9.1 Company overview
- 9.9.2 Company snapshot
- 9.9.3 Operating business segments
- 9.9.4 Product portfolio
- 9.9.5 Business performance
- 9.9.6 Key strategic moves and developments
9.10 Talkdesk, Inc.
- 9.10.1 Company overview
- 9.10.2 Company snapshot
- 9.10.3 Operating business segments
- 9.10.4 Product portfolio
- 9.10.5 Business performance
- 9.10.6 Key strategic moves and developments