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Market Research Report
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1077533

Global Contact Center Analytics Market Size study, by By Component by Deployment Model by Organization Size by Application by Industry and Regional Forecasts 2022-2028

Published: | Bizwit Research & Consulting LLP | Delivery time: 2-3 business days

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Global Contact Center Analytics Market Size study, by By Component by Deployment Model by Organization Size by Application by Industry and Regional Forecasts 2022-2028
Published: May 15, 2022
Bizwit Research & Consulting LLP
Delivery time: 2-3 business days
  • Description
  • Table of Contents
  • List of Tables

Global Contact Center Analytics Market is valued approximately USD 1.02 billion in 2021 and is anticipated to grow with a healthy growth rate of more than 19.3% over the forecast period 2022-2028. Contact centre analytics can be defined as a set of tools used by various firms' contact centres to improve their operational effectiveness. These analytical tools help the contact centre industry track key performance indicators (KPIs) and derive business intelligence insights (BI). One of the key factors driving demand for contact centre analytics is the increased usage of social media platforms. Contact centre analytics systems examine customer comments posted on social media platforms via blogs, postings, and forums, allowing businesses to analyse social media material in real time. According to the Global Web Index, 57.6% of the world's population utilises social media, with an average daily usage of 2 hours and 27 minutes as of October 2021. Regardless of the size, kind, main activity, or location of contact centres, the contact centre business area is increasingly focusing on customer experience. For example, Service Management Group, a global patient, customer, and employee experience management organisation, said in September 2021 that its cooperation with CallMiner, a conversational analytics provider, would be expanded. By combining customer interaction and speech analytics with real-time customer feedback via the smg360 platform, the former firm is bringing new insights to customer experience initiatives. Over the projected period of 2021-2027, however, the market's growth will be restricted by high investment costs and strict consumer data privacy policies and regulations.

The key regions considered for the global Contact Center Analytics Market study includes Asia Pacific, North America, Europe, Latin America, and Rest of the World. The market was dominated by the North American region. The presence of major players in the region, such as SAP SE, Oracle Corp., and Cisco Systems, Inc., has contributed to market expansion in North America. Over the projection period, Asia Pacific is expected to be the fastest-growing regional market. Smartphones and other mobile devices have been widely adopted as a result of rising digitalization and rising disposable income levels in the region. The regional market is predicted to increase due to the growing demand for contact centre analytics solutions among many SMEs in Asia Pacific to improve their customer experience.

Major market player included in this report are:

8X8 Inc.

CallMiner

Cisco Systems, Inc.

Enghouse Interactive

Five9, Inc.

Genesys

Genpact Ltd.

Mitel Networks Corp.

Nice Ltd.

Oracle Corp.

The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming eight years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within each of the regions and countries involved in the study. Furthermore, the report also caters the detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, the report shall also incorporate available opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:

By Component:

Software

Services

By Deployment Model:

On-Premises

On-Demand

By Organization Size

Large Enterprises

Small and Medium-Sized Enterprises

By Application:

Automatic Call Distributor

Log Management

Risk and Compliance Management

Real-time Monitoring and Reporting

Workforce Optimization

Customer Experience Management

Others

By Industry:

Healthcare and Life sciences

Banking, Financial Services and Insurance

Manufacturing

Retail and Consumer Goods

Telecom and IT

Energy and Utilities

Government and Defense

Travel and hospitality

Academia and Research

Other industries

By Region:

North America

U.S.

Canada

Europe

UK

Germany

France

Spain

Italy

ROE

Asia Pacific

China

India

Japan

Australia

South Korea

RoAPAC

Latin America

Brazil

Mexico

Rest of the World

Furthermore, years considered for the study are as follows:

Historical year - 2018, 2019, 2020

Base year - 2021

Forecast period - 2022 to 2028

Target Audience of the Global Contact Center Analytics Market in Market Study:

Key Consulting Companies & Advisors

Large, medium-sized, and small enterprises

Venture capitalists

Value-Added Resellers (VARs)

Third-party knowledge providers

Investment bankers

Investors

Table of Contents

Chapter 1. Executive Summary

  • 1.1. Market Snapshot
  • 1.2. Global & Segmental Market Estimates & Forecasts, 2020-2028 (USD Billion)
    • 1.2.1. Contact Center Analytics Market, by Region, 2020-2028 (USD Billion)
    • 1.2.2. Contact Center Analytics Market, by Component, 2020-2028 (USD Billion)
    • 1.2.3. Contact Center Analytics Market, by Deployment Type, 2020-2028 (USD Billion)
    • 1.2.4. Contact Center Analytics Market, by Organization Size, 2020-2028 (USD Billion)
    • 1.2.5. Contact Center Analytics Market, by Application, 2020-2028 (USD Billion)
    • 1.2.6. Contact Center Analytics Market, by Industry, 2020-2028 (USD Billion)
  • 1.3. Key Trends
  • 1.4. Estimation Methodology
  • 1.5. Research Assumption

Chapter 2. Global Contact Center Analytics Market Definition and Scope

  • 2.1. Objective of the Study
  • 2.2. Market Definition & Scope
    • 2.2.1. Scope of the Study
    • 2.2.2. Industry Evolution
  • 2.3. Years Considered for the Study
  • 2.4. Currency Conversion Rates

Chapter 3. Global Contact Center Analytics Market Dynamics

  • 3.1. Contact Center Analytics Market Impact Analysis (2020-2028)
    • 3.1.1. Market Drivers
      • 3.1.1.1. Increasing Demand for better customer experience management solutions
      • 3.1.1.2. Increased compliance requirements
    • 3.1.2. Market Challenges
      • 3.1.2.1. High cost of investment
      • 3.1.2.2. Consumer data privacy rules and regulations
    • 3.1.3. Market Opportunities
      • 3.1.3.1. Growing demand for speech and text analytics
      • 3.1.3.2. Integration of AI

Chapter 4. Global Contact Center Analytics Market Industry Analysis

  • 4.1. Porter's 5 Force Model
    • 4.1.1. Bargaining Power of Suppliers
    • 4.1.2. Bargaining Power of Buyers
    • 4.1.3. Threat of New Entrants
    • 4.1.4. Threat of Substitutes
    • 4.1.5. Competitive Rivalry
    • 4.1.6. Futuristic Approach to Porter's 5 Force Model (2018-2028)
  • 4.2. PEST Analysis
    • 4.2.1. Political
    • 4.2.2. Economical
    • 4.2.3. Social
    • 4.2.4. Technological
  • 4.3. Investment Adoption Model
  • 4.4. Analyst Recommendation & Conclusion
  • 4.5. Top investment opportunity
  • 4.6. Top winning strategies

Chapter 5. Risk Assessment: COVID-19 Impact

    • 5.1.1. Assessment of the overall impact of COVID-19 on the industry
    • 5.1.2. Pre COVID-19 and post COVID-19 Market scenario

Chapter 6. Global Contact Center Analytics Market, by Component

  • 6.1. Market Snapshot
  • 6.2. Global Contact Center Analytics Market by Component, Performance - Potential Analysis
  • 6.3. Global Contact Center Analytics Market Estimates & Forecasts by Component 2018-2028 (USD Billion)
  • 6.4. Contact Center Analytics Market, Sub Segment Analysis
    • 6.4.1. Software
    • 6.4.2. Services

Chapter 7. Global Contact Center Analytics Market, by Deployment Type

  • 7.1. Market Snapshot
  • 7.2. Global Contact Center Analytics Market by Deployment Type, Performance - Potential Analysis
  • 7.3. Global Contact Center Analytics Market Estimates & Forecasts by Deployment Type 2018-2028 (USD Billion)
  • 7.4. Contact Center Analytics Market, Sub Segment Analysis
    • 7.4.1. On-Premises
    • 7.4.2. On-Demand

Chapter 8. Global Contact Center Analytics Market, by Organization Size

  • 8.1. Market Snapshot
  • 8.2. Global Contact Center Analytics Market by Organization Size, Performance - Potential Analysis
  • 8.3. Global Contact Center Analytics Market Estimates & Forecasts by Organization Size 2018-2028 (USD Billion)
  • 8.4. Contact Center Analytics Market, Sub Segment Analysis
    • 8.4.1. Large Enterprises
    • 8.4.2. Small and Medium-Sized Enterprises

Chapter 9. Global Contact Center Analytics Market, by Application

  • 9.1. Market Snapshot
  • 9.2. Global Contact Center Analytics Market by Application, Performance - Potential Analysis
  • 9.3. Global Contact Center Analytics Market Estimates & Forecasts by Application 2018-2028 (USD Billion)
  • 9.4. Contact Center Analytics Market, Sub Segment Analysis
    • 9.4.1. Automatic Call Distributor
    • 9.4.2. Log Management
    • 9.4.3. Risk and Compliance Management
    • 9.4.4. Real-time Monitoring and Reporting
    • 9.4.5. Workforce Optimization
    • 9.4.6. Customer Experience Management
    • 9.4.7. Others

Chapter 10. Global Contact Center Analytics Market, by Industry

  • 10.1. Market Snapshot
  • 10.2. Global Contact Center Analytics Market by Industry, Performance - Potential Analysis
  • 10.3. Global Contact Center Analytics Market Estimates & Forecasts by Industry 2018-2028 (USD Billion)
  • 10.4. Contact Center Analytics Market, Sub Segment Analysis
    • 10.4.1. Healthcare and Life sciences
    • 10.4.2. Banking, Financial Services and Insurance
    • 10.4.3. Manufacturing
    • 10.4.4. Retail and Consumer Goods
    • 10.4.5. Telecom and IT
    • 10.4.6. Energy and Utilities
    • 10.4.7. Government and Defense
    • 10.4.8. Travel and hospitality
    • 10.4.9. Academia and Research
    • 10.4.10. Other industries

Chapter 11. Global Contact Center Analytics Market, Regional Analysis

  • 11.1. Contact Center Analytics Market, Regional Market Snapshot
  • 11.2. North America Contact Center Analytics Market
    • 11.2.1. U.S. Contact Center Analytics Market
      • 11.2.1.1. Component breakdown estimates & forecasts, 2018-2028
      • 11.2.1.2. Deployment Type breakdown estimates & forecasts, 2018-2028
      • 11.2.1.3. Organization Size breakdown estimates & forecasts, 2018-2028
      • 11.2.1.4. Application breakdown estimates & forecasts, 2018-2028
      • 11.2.1.5. Industry breakdown estimates & forecasts, 2018-2028
    • 11.2.2. Canada Contact Center Analytics Market
  • 11.3. Europe Contact Center Analytics Market Snapshot
    • 11.3.1. U.K. Contact Center Analytics Market
    • 11.3.2. Germany Contact Center Analytics Market
    • 11.3.3. France Contact Center Analytics Market
    • 11.3.4. Spain Contact Center Analytics Market
    • 11.3.5. Italy Contact Center Analytics Market
    • 11.3.6. Rest of Europe Contact Center Analytics Market
  • 11.4. Asia-Pacific Contact Center Analytics Market Snapshot
    • 11.4.1. China Contact Center Analytics Market
    • 11.4.2. India Contact Center Analytics Market
    • 11.4.3. Japan Contact Center Analytics Market
    • 11.4.4. Australia Contact Center Analytics Market
    • 11.4.5. South Korea Contact Center Analytics Market
    • 11.4.6. Rest of Asia Pacific Contact Center Analytics Market
  • 11.5. Latin America Contact Center Analytics Market Snapshot
    • 11.5.1. Brazil Contact Center Analytics Market
    • 11.5.2. Mexico Contact Center Analytics Market
  • 11.6. Rest of The World Contact Center Analytics Market

Chapter 12. Competitive Intelligence

  • 12.1. Top Market Strategies
  • 12.2. Company Profiles
    • 12.2.1. 8X8 Inc.
      • 12.2.1.1. Key Information
      • 12.2.1.2. Overview
      • 12.2.1.3. Financial (Subject to Data Availability)
      • 12.2.1.4. Deployment Type Summary
      • 12.2.1.5. Recent Developments
    • 12.2.2. CallMiner
    • 12.2.3. Cisco Systems, Inc.
    • 12.2.4. Enghouse Interactive
    • 12.2.5. Five9, Inc.
    • 12.2.6. Genesys
    • 12.2.7. Genpact Ltd.
    • 12.2.8. Mitel Networks Corp.
    • 12.2.9. Nice Ltd.
    • 12.2.10. Oracle Corp.

Chapter 13. Research Process

  • 13.1. Research Process
    • 13.1.1. Data Mining
    • 13.1.2. Analysis
    • 13.1.3. Market Estimation
    • 13.1.4. Validation
    • 13.1.5. Publishing
  • 13.2. Research Attributes
  • 13.3. Research Assumption

LIST OF TABLES

  • TABLE 1. Global Contact Center Analytics Market, report scope
  • TABLE 2. Global Contact Center Analytics Market estimates & forecasts by Region 2018-2028 (USD Billion)
  • TABLE 3. Global Contact Center Analytics Market estimates & forecasts by Component 2018-2028 (USD Billion)
  • TABLE 4. Global Contact Center Analytics Market estimates & forecasts by Deployment Type 2018-2028 (USD Billion)
  • TABLE 5. Global Contact Center Analytics Market estimates & forecasts by Organization Size 2018-2028 (USD Billion)
  • TABLE 6. Global Contact Center Analytics Market estimates & forecasts by Application 2018-2028 (USD Billion)
  • TABLE 7. Global Contact Center Analytics Market estimates & forecasts by Industry 2018-2028 (USD Billion)
  • TABLE 8. Global Contact Center Analytics Market by segment, estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 9. Global Contact Center Analytics Market by region, estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 10. Global Contact Center Analytics Market by segment, estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 11. Global Contact Center Analytics Market by region, estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 12. Global Contact Center Analytics Market by segment, estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 13. Global Contact Center Analytics Market by region, estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 14. Global Contact Center Analytics Market by segment, estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 15. Global Contact Center Analytics Market by region, estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 16. Global Contact Center Analytics Market by segment, estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 17. Global Contact Center Analytics Market by region, estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 18. U.S. Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 19. U.S. Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 20. U.S. Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 21. Canada Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 22. Canada Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 23. Canada Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 24. UK Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 25. UK Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 26. UK Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 27. Germany Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 28. Germany Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 29. Germany Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 30. RoE Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 31. RoE Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 32. RoE Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 33. China Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 34. China Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 35. China Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 36. India Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 37. India Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 38. India Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 39. Japan Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 40. Japan Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 41. Japan Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 42. RoAPAC Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 43. RoAPAC Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 44. RoAPAC Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 45. Brazil Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 46. Brazil Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 47. Brazil Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 48. Mexico Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 49. Mexico Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 50. Mexico Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 51. RoLA Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 52. RoLA Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 53. RoLA Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 54. Row Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)
  • TABLE 55. Row Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 56. Row Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)
  • TABLE 57. List of secondary sources, used in the study of global Contact Center Analytics Market
  • TABLE 58. List of primary sources, used in the study of global Contact Center Analytics Market
  • TABLE 59. Years considered for the study
  • TABLE 60. Exchange rates considered

LIST OF FIGURES

List of figures

  • FIG 1. Global Contact Center Analytics Market, research methodology
  • FIG 2. Global Contact Center Analytics Market, Market estimation techniques
  • FIG 3. Global Market size estimates & forecast methods
  • FIG 4. Global Contact Center Analytics Market, key trends 2021
  • FIG 5. Global Contact Center Analytics Market, growth prospects 2022-2028
  • FIG 6. Global Contact Center Analytics Market, porters 5 force model
  • FIG 7. Global Contact Center Analytics Market, pest analysis
  • FIG 8. Global Contact Center Analytics Market, value chain analysis
  • FIG 9. Global Contact Center Analytics Market by segment, 2018 & 2028 (USD Billion)
  • FIG 10. Global Contact Center Analytics Market by segment, 2018 & 2028 (USD Billion)
  • FIG 11. Global Contact Center Analytics Market by segment, 2018 & 2028 (USD Billion)
  • FIG 12. Global Contact Center Analytics Market by segment, 2018 & 2028 (USD Billion)
  • FIG 13. Global Contact Center Analytics Market by segment, 2018 & 2028 (USD Billion)
  • FIG 14. Global Contact Center Analytics Market, regional snapshot 2018 & 2028
  • FIG 15. North America Contact Center Analytics Market 2018 & 2028 (USD Billion)
  • FIG 16. Europe Contact Center Analytics Market 2018 & 2028 (USD Billion)
  • FIG 17. Asia pacific Contact Center Analytics Market 2018 & 2028 (USD Billion)
  • FIG 18. Latin America Contact Center Analytics Market 2018 & 2028 (USD Billion)
  • FIG 19. Global Contact Center Analytics Market, company Market share analysis (2021)