Contact Center Analytics Market Research Report by Solution, Service, Deployment, Enterprise Size, Region - Cumulative Impact of COVID-19, Russia Ukraine Conflict, and High Inflation

Description

List of Tables

The Global Contact Center Analytics Market size was estimated at USD 2,195.23 million in 2022 and expected to reach USD 2,609.46 million in 2023, projecting growth at a CAGR of 19.32% to reach USD 9,023.40 million by 2030.

Cumulative Impact of COVID-19:

COVID-19 is an unprecedented global public health emergency that affected almost every industry, and the long-term impacts are projected to reflect on the growth of various end-use industries during the forecast period. This ongoing research amplifies the research framework to ensure the inclusion of underlying COVID-19 issues and potential paths forward. The report delivers insights on COVID-19, considering the changes in consumer behavior and demand, purchasing patterns, re-routing of the supply chain, dynamics of current market forces, and the significant interventions of governments. The dedicated section in the report uncovers a detailed analysis of the impact of COVID-19 and its subsequent variant outbreaks on demand, supply, price, and vendor uptake and provides recommendations for sustainable outcomes. The updated study provides insights, analysis, estimations, and forecasts, considering the COVID-19 impact on the Global Contact Center Analytics Market.

Cumulative Impact of Russia-Ukraine Conflict:

We continuously monitor and update reports considering unceasing political and economic uncertainty due to the Russia-Ukraine Conflict. Negative impacts are globally foreseen, especially across Eastern Europe, European Union, Eastern & Central Asia, and the United States. This contention has severely affected people's lives and livelihoods and represents far-reaching disruptions in trade dynamics. The potential effects of ongoing war and uncertainty in Eastern Europe are expected to have an adverse impact on Ukraine and reverberate harsh long-term effects on Russia. The report uncovers the implications for demand-supply balances, pressure on pricing variants, impact on import/export and trading, and short-term recommendations to the Global Contact Center Analytics Market considering the current update on the conflict and its global responses.

Cumulative Impact of High Inflation:

The high inflation in developed economies globally has resulted in an overall price surge over the past two years. The cumulatively eroding overall purchasing power is expected to impact developing economies significantly and is considered helpful in numerous ways. The report uncovers the effect of high inflation on the long-term performance of the global economy and provides details on fiscal policies measuring and reducing its short-term impacts on demand/supply, cash flow, and currency exchange. The Global Contact Center Analytics Market report delivers the high inflation expectation considering the related impact from cost-push and demand-pull inflation.

Market Statistics:

The report provides market sizing and forecasts across 7 major currencies - USD, EUR, JPY, GBP, AUD, CAD, and CHF; multiple currency support helps organization leaders to make better decisions. In this report, the years 2018 and 2021 are considered as historical years, 2022 as the base year, 2023 as the estimated year, and years from 2024 to 2030 are considered as the forecast period.

Market Segmentation & Coverage:

The report on the Global Contact Center Analytics Market identifies key attributes about the customer to define the potential market and identify different needs across the industry. Understanding the potential customer group's economies and geographies can help gain business acumen for better strategic decision-making. Our market coverage across different industry verticals reveals the hidden truth about the players' strategies in different verticals and helps the organization decide target audience. This report gives you the composite view of sub-markets coupled with comprehensive industry coverage and provides you with the right way of accounting factors such as norms & regulations, culture, to make right coverage strategy for your market plan. This research report categorizes the Global Contact Center Analytics Market in order to forecast the revenues and analyze the trends in each of the following sub-markets:

Based on Solution, the market is studied across Cross-Channel Analytics, Performance Analytics, Predictive Analytics, Speech Analytics, and Text Analytics.

Based on Service, the market is studied across Integration & Deployment, Managed Service, Support & Maintenance, and Training & Consulting.

Based on Deployment, the market is studied across Hosted and On-Premise.

Based on Enterprise Size, the market is studied across Large Enterprises and Small & Medium Enterprises.

Based on Region, the market is studied across Americas, Asia-Pacific, and Europe, Middle East & Africa. The Americas is further studied across Argentina, Brazil, Canada, Mexico, and United States. The United States is further studied across California, Florida, Illinois, New York, Ohio, Pennsylvania, and Texas. The Asia-Pacific is further studied across Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam. The Europe, Middle East & Africa is further studied across Denmark, Egypt, Finland, France, Germany, Israel, Italy, Netherlands, Nigeria, Norway, Poland, Qatar, Russia, Saudi Arabia, South Africa, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, and United Kingdom.

FPNV Positioning Matrix:

The FPNV Positioning Matrix evaluates and categorizes vendors in the Global Contact Center Analytics Market. based on Business Strategy (Business Growth, Industry Coverage, Financial Viability, and Channel Support) and Product Satisfaction (Value for Money, Ease of Use, Product Features, and Customer Support) and placed into four quadrants (F: Forefront, P: Pathfinder, N: Niche, and V: Vital). The Global Contact Center Analytics Market FPNV Positioning Matrix representation/visualization further aids businesses in better decision-making and understanding the competitive landscape.

Market Share Analysis:

The Market Share Analysis offers the analysis of vendors considering their contribution to the overall market, providing the idea of revenue generation into the overall market compared to other vendors in the space. This provides insights on vendors performance in terms of revenue generation and customer base compared to others. The Global Contact Center Analytics Market Share Analysis offers an idea of the size and competitiveness of the vendors for the base year. The outcome reveals the market characteristics in terms of accumulation, fragmentation, dominance, and amalgamation traits.

Competitive Scenario:

The Competitive Scenario provides an outlook analysis of the various strategies for business growth adopted by the vendors. The news in this section covers valuable insights at various stages while keeping up with the business and engaging stakeholders in the economic debate. The Global Contact Center Analytics Market Competitive Scenario represents press releases or news of the companies categorized into Merger & Acquisition, Agreement, Collaboration, & Partnership, New Product Launch & Enhancement, Investment & Funding, and Award, Recognition, & Expansion. All the news collected helps vendors understand the gaps in the marketplace and competitor's strengths and weaknesses, providing insights to enhance products and services.

Company Usability Profiles:

The report profoundly explores the recent significant developments by the leading vendors and innovation profiles in the Global Contact Center Analytics Market, including 8X8 Inc., Bright Pattern, Inc., CallMiner, Inc., Cisco Systems, Inc., CloudTalk, s.r.o., Dixa ApS, Enghouse System Limited, Five9, Inc., Genesys Cloud Services, Inc., Genpact Ltd., Mitel Networks Corporation, Nice Ltd., Oracle Corporation, SAP SE, and Verint Systems Inc..

The report provides insights on the following pointers:

1. Market Penetration: Provides comprehensive information on the market offered by the key players

2. Market Development: Provides in-depth information about lucrative emerging markets and analyzes penetration across mature segments of the markets

3. Market Diversification: Provides detailed information about new product launches, untapped geographies, recent developments, and investments

4. Market Trends: Provides comprehensive understanding of the Cumulative Impact of COVID-19, the Russia-Ukraine Conflict, and the High Inflation

5. Competitive Assessment & Intelligence: Provides an exhaustive assessment of market shares, strategies, products, certification, regulatory approvals, patent landscape, and manufacturing capabilities of the leading players

6. Product Development & Innovation: Provides intelligent insights on future technologies, R&D activities, and breakthrough product developments

The report answers questions such as:

1. What is the market size and forecast of the Global Contact Center Analytics Market?

2. What are the inhibiting factors and impact of COVID-19 shaping the Global Contact Center Analytics Market during the forecast period?

3. Which are the products/segments/applications/areas to invest in over the forecast period in the Global Contact Center Analytics Market?

4. What is the competitive strategic window for opportunities in the Global Contact Center Analytics Market?

5. What are the technology trends and regulatory frameworks in the Global Contact Center Analytics Market?

6. What is the market share of the leading vendors in the Global Contact Center Analytics Market?

7. What modes and strategic moves are considered suitable for entering the Global Contact Center Analytics Market?

Product Code: MRR-450A0628D2AC

1. Preface

1.1. Objectives of the Study
1.2. Market Segmentation & Coverage
1.3. Years Considered for the Study
1.4. Currency & Pricing
1.5. Language
1.6. Limitations
1.7. Assumptions
1.8. Stakeholders

2. Research Methodology

2.1. Define: Research Objective
2.2. Determine: Research Design
2.3. Prepare: Research Instrument
2.4. Collect: Data Source
2.5. Analyze: Data Interpretation
2.6. Formulate: Data Verification
2.7. Publish: Research Report
2.8. Repeat: Report Update

3. Executive Summary

4. Market Overview

5. Market Insights

5.1. Market Dynamics
- 5.1.1. Drivers
  - 5.1.1.1. Rising adoption of advanced contact center technologies
  - 5.1.1.2. Increasing demand for better customer experience management solutions
  - 5.1.1.3. Growing use of social media platforms
- 5.1.2. Restraints
  - 5.1.2.1. High cost of investment associated with contact center analytics
- 5.1.3. Opportunities
  - 5.1.3.1. Integration of advanced technologies in contact center analytics
  - 5.1.3.2. High potential for speech and text analytics
- 5.1.4. Challenges
  - 5.1.4.1. Lack of a clear and holistics analytics approach in contact centers
5.2. Cumulative Impact of COVID-19
5.3. Cumulative Impact of Russia-Ukraine Conflict
5.4. Cumulative Impact of High Inflation
5.5. Porter's Five Forces Analysis
- 5.5.1. Threat of New Entrants
- 5.5.2. Threat of Substitutes
- 5.5.3. Threat of Substitutes
- 5.5.4. Threat of Substitutes
- 5.5.5. Industry Rivalry
5.6. Value Chain & Critical Path Analysis
5.7. Regulatory Framework
5.8. Client Customization

6. Contact Center Analytics Market, by Solution

6.1. Introduction
6.2. Cross-Channel Analytics
6.3. Performance Analytics
6.4. Predictive Analytics
6.5. Speech Analytics
6.6. Text Analytics

7. Contact Center Analytics Market, by Service

7.1. Introduction
7.2. Integration & Deployment
7.3. Managed Service
7.4. Support & Maintenance
7.5. Training & Consulting

8. Contact Center Analytics Market, by Deployment

8.1. Introduction
8.2. Hosted
8.3. On-Premise

9. Contact Center Analytics Market, by Enterprise Size

9.1. Introduction
9.2. Large Enterprises
9.3. Small & Medium Enterprises

10. Americas Contact Center Analytics Market

10.1. Introduction
10.2. Argentina
10.3. Brazil
10.4. Canada
10.5. Mexico
10.6. United States

11. Asia-Pacific Contact Center Analytics Market

11.1. Introduction
11.2. Australia
11.3. China
11.4. India
11.5. Indonesia
11.6. Japan
11.7. Malaysia
11.8. Philippines
11.9. Singapore
11.10. South Korea
11.11. Taiwan
11.12. Thailand
11.13. Vietnam

12. Europe, Middle East & Africa Contact Center Analytics Market

12.1. Introduction
12.2. Denmark
12.3. Egypt
12.4. Finland
12.5. France
12.6. Germany
12.7. Israel
12.8. Italy
12.9. Netherlands
12.10. Nigeria
12.11. Norway
12.12. Poland
12.13. Qatar
12.14. Russia
12.15. Saudi Arabia
12.16. South Africa
12.17. Spain
12.18. Sweden
12.19. Switzerland
12.20. Turkey
12.21. United Arab Emirates
12.22. United Kingdom

13. Competitive Landscape

13.1. FPNV Positioning Matrix
- 13.1.1. Quadrants
- 13.1.2. Business Strategy
- 13.1.3. Product Satisfaction
13.2. Market Ranking Analysis, By Key Player
13.3. Market Share Analysis, By Key Player
13.4. Product Portfolio Analysis, By Key Player
13.5. Competitive Scenario
- 13.5.1. Merger & Acquisition
- 13.5.2. Agreement, Collaboration, & Partnership
- 13.5.3. New Product Launch & Enhancement
- 13.5.4. Investment & Funding
- 13.5.5. Award, Recognition, & Expansion

14. Company Usability Profiles

14.1. 8X8 Inc.
14.2. Bright Pattern, Inc.
14.3. CallMiner, Inc.
14.4. Cisco Systems, Inc.
14.5. CloudTalk, s.r.o.
14.6. Dixa ApS
14.7. Enghouse System Limited
14.8. Five9, Inc.
14.9. Genesys Cloud Services, Inc.
14.10. Genpact Ltd.
14.11. Mitel Networks Corporation
14.12. Nice Ltd.
14.13. Oracle Corporation
14.14. SAP SE
14.15. Verint Systems Inc.

15. Appendix

15.1. Discussion Guide
15.2. License & Pricing