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Market Research Report
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901918

Contact Center Analytics

Published: | Global Industry Analysts, Inc. | 146 Pages | Delivery time: 1-2 business days

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Contact Center Analytics
Published: April 1, 2021
Global Industry Analysts, Inc.
Content info: 146 Pages
Delivery time: 1-2 business days
  • Description
  • Table of Contents

Abstract:

Global Contact Center Analytics Market to Reach $2.6 Billion by 2027

Amid the COVID-19 crisis, the global market for Contact Center Analytics estimated at US$963.7 Million in the year 2020, is projected to reach a revised size of US$2.6 Billion by 2027, growing at aCAGR of 15.4% over the period 2020-2027. On-Demand, one of the segments analyzed in the report, is projected to record 15.9% CAGR and reach US$1.7 Billion by the end of the analysis period. After an early analysis of the business implications of the pandemic and its induced economic crisis, growth in the On-Premises segment is readjusted to a revised 14.7% CAGR for the next 7-year period.

The U.S. Market is Estimated at $285.1 Million, While China is Forecast to Grow at 14.8% CAGR

The Contact Center Analytics market in the U.S. is estimated at US$285.1 Million in the year 2020. China, the world`s second largest economy, is forecast to reach a projected market size of US$456 Million by the year 2027 trailing a CAGR of 14.8% over the analysis period 2020 to 2027. Among the other noteworthy geographic markets are Japan and Canada, each forecast to grow at 13.9% and 13.2% respectively over the 2020-2027 period. Within Europe, Germany is forecast to grow at approximately 11.2% CAGR.

Select Competitors (Total 42 Featured) -

  • x, Inc.
  • CallMiner, Inc.
  • Cisco Systems, Inc.
  • Enghouse Interactive
  • Five9, Inc.
  • Genesys Telecommunications Laboratories, Inc.
  • Genpact Ltd.
  • Mitel Networks Corporation
  • NICE Ltd.
  • Oracle Corporation
  • SAP SE
  • Servion Global Solutions
  • Verint Systems, Inc.
Product Code: MCP11294

TABLE OF CONTENTS

I. METHODOLOGY

II. EXECUTIVE SUMMARY

  • 1. MARKET OVERVIEW
    • Influencer Market Insights
    • World Market Trajectories
    • Impact of Covid-19 and a Looming Global Recession
  • 2. FOCUS ON SELECT PLAYERS
  • 3. MARKET TRENDS & DRIVERS
  • 4. GLOBAL MARKET PERSPECTIVE
    • TABLE 1: World Current & Future Analysis for Contact Center Analytics by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2020 through 2027 and % CAGR
    • TABLE 2: World 7-Year Perspective for Contact Center Analytics by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets for Years 2020 & 2027
    • TABLE 3: World Current & Future Analysis for On-Demand by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2020 through 2027 and % CAGR
    • TABLE 4: World 7-Year Perspective for On-Demand by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2020 & 2027
    • TABLE 5: World Current & Future Analysis for On-Premises by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2020 through 2027 and % CAGR
    • TABLE 6: World 7-Year Perspective for On-Premises by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2020 & 2027
    • TABLE 7: World Current & Future Analysis for Log Management by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2020 through 2027 and % CAGR
    • TABLE 8: World 7-Year Perspective for Log Management by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2020 & 2027
    • TABLE 9: World Current & Future Analysis for Risk and Compliance Management by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2020 through 2027 and % CAGR
    • TABLE 10: World 7-Year Perspective for Risk and Compliance Management by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2020 & 2027
    • TABLE 11: World Current & Future Analysis for Real-Time Monitoring and Reporting by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2020 through 2027 and % CAGR
    • TABLE 12: World 7-Year Perspective for Real-Time Monitoring and Reporting by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2020 & 2027
    • TABLE 13: World Current & Future Analysis for Workforce Management by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2020 through 2027 and % CAGR
    • TABLE 14: World 7-Year Perspective for Workforce Management by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2020 & 2027
    • TABLE 15: World Current & Future Analysis for Customer Experience Management by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2020 through 2027 and % CAGR
    • TABLE 16: World 7-Year Perspective for Customer Experience Management by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2020 & 2027
    • TABLE 17: World Current & Future Analysis for Other Applications by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2020 through 2027 and % CAGR
    • TABLE 18: World 7-Year Perspective for Other Applications by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2020 & 2027

III. MARKET ANALYSIS

  • UNITED STATES
    • TABLE 19: USA Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premises - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 20: USA 7-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premises for the Years 2020 & 2027
    • TABLE 21: USA Current & Future Analysis for Contact Center Analytics by Application - Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 22: USA 7-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications for the Years 2020 & 2027
  • CANADA
    • TABLE 23: Canada Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premises - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 24: Canada 7-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premises for the Years 2020 & 2027
    • TABLE 25: Canada Current & Future Analysis for Contact Center Analytics by Application - Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 26: Canada 7-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications for the Years 2020 & 2027
  • JAPAN
    • TABLE 27: Japan Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premises - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 28: Japan 7-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premises for the Years 2020 & 2027
    • TABLE 29: Japan Current & Future Analysis for Contact Center Analytics by Application - Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 30: Japan 7-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications for the Years 2020 & 2027
  • CHINA
    • TABLE 31: China Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premises - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 32: China 7-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premises for the Years 2020 & 2027
    • TABLE 33: China Current & Future Analysis for Contact Center Analytics by Application - Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 34: China 7-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications for the Years 2020 & 2027
  • EUROPE
    • TABLE 35: Europe Current & Future Analysis for Contact Center Analytics by Geographic Region - France, Germany, Italy, UK and Rest of Europe Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2020 through 2027 and % CAGR
    • TABLE 36: Europe 7-Year Perspective for Contact Center Analytics by Geographic Region - Percentage Breakdown of Value Sales for France, Germany, Italy, UK and Rest of Europe Markets for Years 2020 & 2027
    • TABLE 37: Europe Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premises - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 38: Europe 7-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premises for the Years 2020 & 2027
    • TABLE 39: Europe Current & Future Analysis for Contact Center Analytics by Application - Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 40: Europe 7-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications for the Years 2020 & 2027
  • FRANCE
    • TABLE 41: France Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premises - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 42: France 7-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premises for the Years 2020 & 2027
    • TABLE 43: France Current & Future Analysis for Contact Center Analytics by Application - Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 44: France 7-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications for the Years 2020 & 2027
  • GERMANY
    • TABLE 45: Germany Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premises - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 46: Germany 7-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premises for the Years 2020 & 2027
    • TABLE 47: Germany Current & Future Analysis for Contact Center Analytics by Application - Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 48: Germany 7-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications for the Years 2020 & 2027
  • ITALY
    • TABLE 49: Italy Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premises - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 50: Italy 7-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premises for the Years 2020 & 2027
    • TABLE 51: Italy Current & Future Analysis for Contact Center Analytics by Application - Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 52: Italy 7-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications for the Years 2020 & 2027
  • UNITED KINGDOM
    • TABLE 53: UK Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premises - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 54: UK 7-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premises for the Years 2020 & 2027
    • TABLE 55: UK Current & Future Analysis for Contact Center Analytics by Application - Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 56: UK 7-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications for the Years 2020 & 2027
  • REST OF EUROPE
    • TABLE 57: Rest of Europe Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premises - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 58: Rest of Europe 7-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premises for the Years 2020 & 2027
    • TABLE 59: Rest of Europe Current & Future Analysis for Contact Center Analytics by Application - Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 60: Rest of Europe 7-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications for the Years 2020 & 2027
  • ASIA-PACIFIC
    • TABLE 61: Asia-Pacific Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premises - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 62: Asia-Pacific 7-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premises for the Years 2020 & 2027
    • TABLE 63: Asia-Pacific Current & Future Analysis for Contact Center Analytics by Application - Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 64: Asia-Pacific 7-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications for the Years 2020 & 2027
  • REST OF WORLD
    • TABLE 65: Rest of World Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premises - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 66: Rest of World 7-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premises for the Years 2020 & 2027
    • TABLE 67: Rest of World Current & Future Analysis for Contact Center Analytics by Application - Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
    • TABLE 68: Rest of World 7-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management and Other Applications for the Years 2020 & 2027

IV. COMPETITION

  • Total Companies Profiled: 42