Contact Center Analytics Market Report
RA05714
Contact Center Analytics Market, by Component (Software, Services), Deployment (On-Premises, On-Demand), 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), Organization (Large Enterprises, Small and Medium-Sized Enterprises), Enterprise Size (Automatic Call Distributor, Log Management, Risk and Compliance Management, Real-time Monitoring and Reporting, Workforce Optimization, Customer Experience Management, Others ): Global Opportunity Analysis and Industry Forecast, 2020-2027
The global contact center analytics market is estimated to surpass $3,371.2 million by 2027, exhibiting a CAGR of 16.4% from 2020 to 2027.
The report aims to cater scrupulous analysis of the global contact center analytics market by methodically reviewing different facets of the market such as key segments, market dynamics, regional market circumstances, investment opportunities, and top players operating in the market.
In addition, the report offers insights on the current lookout and upcoming trends and developments that are likely to contribute to the growth of the market. Moreover, major factors such as market drivers and opportunities that are expected to shape the panorama of the global market are deliberated in the report. Also, limitations and threats that hold the power to hinder the industry growth are outlined in the report. The report also presents the Porter’s five forces analysis of the market which explains competitive landscape, negotiating power of buyers and suppliers, threats of new players, and arrival of substitutes in the market.
The report further presents future outlook and growth of the global market by scrutinizing the key forces that are likely to impact the market growth. The report also reveals segmental analysis by acutely assessing every segment of the global contact center analytics market. Regional market analysis of these segments is also presented in the report. The report divides the global contact center analytics market into four main regions including Europe, North America, Asia-Pacific, and LAMEA. Further, these regions are sub-divided to explain in detail the landscape of the contact center analytics market across major countries in these regions. Furthermore, the report divulges some of the recent advances, trends, and upcoming opportunities in every region.
The report offers a complete overview of 10 foremost players operating in the global contact center analytics market along with their company overview, major company executives, company’s financial status and revenue, top business activities, and groundbreaking developments in the global contact center analytics market. Besides these insights, the major events as well as strategies of major players functioning in the global contact center analytics market is also provided in the report.
RESEARCH METHODOLOGY
The report is articulated by Research Dive’s professional market analysts, and claims to be a reliable source of data and statistics for the global contact center analytics market. The market forecasts specified in the report have been derived using proven research methodologies and analytical tools & models. Use of such advanced tools helps market analysts in analyzing, filtering, and deriving precise data and predictions.
The report is formulated after a thorough conversation and interviews with top industry players, stakeholders, and market participants. All the research and analysis is based on data obtained from reliable and renowned sources of statistics, and regional intelligence. The research report is built by gathering various data points and information regarding the contact center analytics market. Primary research forms the foundation of the overall research process; however, it is reasonably supported by comprehensive secondary research. Around 5,900 product type literatures, company annual reports, market publications, and other such significant documents of key market players have been reviewed for in-depth understanding of market saturation. Additionally, trade associations’ publications, reliable industry bulletins, medical journals, and government websites have been studied for getting hold of important industry related insights.
KEY MARKET BENEFITS
- The report reveals market size and forecast for the period from 2019 to 2027
- This report sheds light on trends, inventions, and novel developments along with a detailed quantitative breakdown of the contact center analytics market during the period of forecast
- The report offers prevalent as well as upcoming investment opportunities of the global contact center analytics market
- The market size and estimations are based on a comprehensive analysis of market drivers and restraints and key improvements in the contact center analytics market
- The report also offers insights on foremost market players, Porter’s Five Analysis, and top winning business strategies
- The initiatives undertaken by the top market players are presented in the report to comprehend the competitive scenario of the market
KEY MARKET SEGMENTS
The report segments the global market into component ,deployment ,industry ,organization ,enterprise size and region.
- Component: Software, Services
- Deployment: On-Premises, On-Demand
- 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
- Organization: Large Enterprises, Small and Medium-Sized Enterprises
- Enterprise Size: Automatic Call Distributor, Log Management, Risk and Compliance Management, Real-time Monitoring and Reporting, Workforce Optimization, Customer Experience Management, Others
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1. RESEARCH METHODOLOGY
1.1. Desk Research
1.2. Real time insights and validation
1.3. Forecast model
1.4. Assumptions and forecast parameters
1.5. Market size estimation
1.5.1. Top-down approach
1.5.2. Bottom-up approach
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2. REPORT SCOPE
2.1. Market definition
2.2. Key objectives of the study
2.3. Report overview
2.4. Market segmentation
2.5. Overview of the impact of COVID-19 on Global Contact Center Analytics Market
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3. EXECUTIVE SUMMARY
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4. MARKET OVERVIEW
4.1. Introduction
4.2. Growth impact forces
4.2.1. Drivers
4.2.2. Restraints
4.2.3. Opportunities
4.3. Market value chain analysis
4.3.1. List of raw material suppliers
4.3.2. List of manufacturers
4.3.3. List of distributors
4.4. Innovation & sustainability matrices
4.4.1. Technology matrix
4.4.2. Regulatory matrix
4.5. Porter’s five forces analysis
4.5.1. Bargaining power of suppliers
4.5.2. Bargaining power of consumers
4.5.3. Threat of substitutes
4.5.4. Threat of new entrants
4.5.5. Competitive rivalry intensity
4.6. PESTLE analysis
4.6.1. Political
4.6.2. Economical
4.6.3. Social
4.6.4. Technological
4.6.5. Environmental
4.7. Impact of COVID-19 on Contact Center Analytics Market
4.7.1. Pre-covid market scenario
4.7.2. Post-covid market scenario
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5. Contact Center Analytics Market, By Product
5.1. Overview
5.2 Software
5.2.1 Definition, key trends, growth factors, and opportunities
5.2.2 Market size analysis, by region, 2020-2027
5.2.3 Market share analysis, by country, 2020-2027
5.3 Services
5.3.1 Definition, key trends, growth factors, and opportunities
5.3.2 Market size analysis, by region, 2020-2027
5.3.3 Market share analysis, by country, 2020-2027
5.4 Research Dive Exclusive Insights
5.4.1 Market attractiveness
5.4.2 Competition heatmap
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6. Contact Center Analytics Market, By Type
6.1. Overview
6.2 On-Premises
6.2.1 Definition, key trends, growth factors, and opportunities
6.2.2 Market size analysis, by region, 2020-2027
6.2.3 Market share analysis, by country, 2020-2027
6.3 On-Demand
6.3.1 Definition, key trends, growth factors, and opportunities
6.3.2 Market size analysis, by region, 2020-2027
6.3.3 Market share analysis, by country, 2020-2027
6.4 Research Dive Exclusive Insights
6.4.1 Market attractiveness
6.4.2 Competition heatmap
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7. Contact Center Analytics Market, By Application
7.1. Overview
7.2 Healthcare and Life sciences
7.2.1 Definition, key trends, growth factors, and opportunities
7.2.2 Market size analysis, by region, 2020-2027
7.2.3 Market share analysis, by country, 2020-2027
7.3 Banking
7.3.1 Definition, key trends, growth factors, and opportunities
7.3.2 Market size analysis, by region, 2020-2027
7.3.3 Market share analysis, by country, 2020-2027
7.4 Financial Services and Insurance
7.4.1 Definition, key trends, growth factors, and opportunities
7.4.2 Market size analysis, by region, 2020-2027
7.4.3 Market share analysis, by country, 2020-2027
7.5 Manufacturing
7.5.1 Definition, key trends, growth factors, and opportunities
7.5.2 Market size analysis, by region, 2020-2027
7.5.3 Market share analysis, by country, 2020-2027
7.6 Retail and Consumer Goods
7.6.1 Definition, key trends, growth factors, and opportunities
7.6.2 Market size analysis, by region, 2020-2027
7.6.3 Market share analysis, by country, 2020-2027
7.7 Telecom and IT
7.7.1 Definition, key trends, growth factors, and opportunities
7.7.2 Market size analysis, by region, 2020-2027
7.7.3 Market share analysis, by country, 2020-2027
7.8 Energy and Utilities
7.8.1 Definition, key trends, growth factors, and opportunities
7.8.2 Market size analysis, by region, 2020-2027
7.8.3 Market share analysis, by country, 2020-2027
7.9 Government and Defense
7.9.1 Definition, key trends, growth factors, and opportunities
7.9.2 Market size analysis, by region, 2020-2027
7.9.3 Market share analysis, by country, 2020-2027
7.10 Travel and hospitality
7.10.1 Definition, key trends, growth factors, and opportunities
7.10.2 Market size analysis, by region, 2020-2027
7.10.3 Market share analysis, by country, 2020-2027
7.11 Academia and Research
7.11.1 Definition, key trends, growth factors, and opportunities
7.11.2 Market size analysis, by region, 2020-2027
7.11.3 Market share analysis, by country, 2020-2027
7.12 Other industries
7.12.1 Definition, key trends, growth factors, and opportunities
7.12.2 Market size analysis, by region, 2020-2027
7.12.3 Market share analysis, by country, 2020-2027
7.13 Research Dive Exclusive Insights
7.13.1 Market attractiveness
7.13.2 Competition heatmap
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8. Contact Center Analytics Market, By Price
8.1. Overview
8.2 Large Enterprises
8.2.1 Definition, key trends, growth factors, and opportunities
8.2.2 Market size analysis, by region, 2020-2027
8.2.3 Market share analysis, by country, 2020-2027
8.3 Small and Medium-Sized Enterprises
8.3.1 Definition, key trends, growth factors, and opportunities
8.3.2 Market size analysis, by region, 2020-2027
8.3.3 Market share analysis, by country, 2020-2027
8.4 Research Dive Exclusive Insights
8.4.1 Market attractiveness
8.4.2 Competition heatmap
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9. Contact Center Analytics Market, By Interface
9.1. Overview
9.2 Automatic Call Distributor
9.2.1 Definition, key trends, growth factors, and opportunities
9.2.2 Market size analysis, by region, 2020-2027
9.2.3 Market share analysis, by country, 2020-2027
9.3 Log Management
9.3.1 Definition, key trends, growth factors, and opportunities
9.3.2 Market size analysis, by region, 2020-2027
9.3.3 Market share analysis, by country, 2020-2027
9.4 Risk and Compliance Management
9.4.1 Definition, key trends, growth factors, and opportunities
9.4.2 Market size analysis, by region, 2020-2027
9.4.3 Market share analysis, by country, 2020-2027
9.5 Real-time Monitoring and Reporting
9.5.1 Definition, key trends, growth factors, and opportunities
9.5.2 Market size analysis, by region, 2020-2027
9.5.3 Market share analysis, by country, 2020-2027
9.6 Workforce Optimization
9.6.1 Definition, key trends, growth factors, and opportunities
9.6.2 Market size analysis, by region, 2020-2027
9.6.3 Market share analysis, by country, 2020-2027
9.7 Customer Experience Management
9.7.1 Definition, key trends, growth factors, and opportunities
9.7.2 Market size analysis, by region, 2020-2027
9.7.3 Market share analysis, by country, 2020-2027
9.8 Others
9.8.1 Definition, key trends, growth factors, and opportunities
9.8.2 Market size analysis, by region, 2020-2027
9.8.3 Market share analysis, by country, 2020-2027
9.9 Research Dive Exclusive Insights
9.9.1 Market attractiveness
9.9.2 Competition heatmap
10. Contact Center Analytics Market, By Region
10.1 North America
10.1.1 U.S
10.1.1.1 Market size analysis, By Product, 2020-2027
10.1.1.2 Market size analysis, By Type, 2020-2027
10.1.1.3 Market size analysis, By Application, 2020-2027
10.1.1.4 Market size analysis, By Price , 2020-2027
10.1.1.5 Market size analysis, By Interface, 2020-2027
10.1.2 Canada
10.1.2.1 Market size analysis, By Product, 2020-2027
10.1.2.2 Market size analysis, By Type, 2020-2027
10.1.2.3 Market size analysis, By Application, 2020-2027
10.1.2.4 Market size analysis, By Price , 2020-2027
10.1.2.5 Market size analysis, By Interface, 2020-2027
10.1.3 Mexico
10.1.3.1 Market size analysis, By Product, 2020-2027
10.1.3.2 Market size analysis, By Type, 2020-2027
10.1.3.3 Market size analysis, By Application, 2020-2027
10.1.3.4 Market size analysis, By Price , 2020-2027
10.1.3.5 Market size analysis, By Interface, 2020-2027
10.1.4 Research Dive Exclusive Insights
10.1.4.1 Market attractiveness
10.1.4.2 Competition heatmap
10.2 Europe
10.2.1 Germany
10.2.1.1 Market size analysis, By Product, 2020-2027
10.2.1.2 Market size analysis, By Type, 2020-2027
10.2.1.3 Market size analysis, By Application, 2020-2027
10.2.1.4 Market size analysis, By Price , 2020-2027
10.2.1.5 Market size analysis, By Interface, 2020-2027
10.2.2 UK
10.2.2.1 Market size analysis, By Product, 2020-2027
10.2.2.2 Market size analysis, By Type, 2020-2027
10.2.2.3 Market size analysis, By Application, 2020-2027
10.2.2.4 Market size analysis, By Price , 2020-2027
10.2.2.5 Market size analysis, By Interface, 2020-2027
10.2.3 France
10.2.3.1 Market size analysis, By Product, 2020-2027
10.2.3.2 Market size analysis, By Type, 2020-2027
10.2.3.3 Market size analysis, By Application, 2020-2027
10.2.3.4 Market size analysis, By Price , 2020-2027
10.2.3.5 Market size analysis, By Interface, 2020-2027
10.2.4 Spain
10.2.4.1 Market size analysis, By Product, 2020-2027
10.2.4.2 Market size analysis, By Type, 2020-2027
10.2.4.3 Market size analysis, By Application, 2020-2027
10.2.4.4 Market size analysis, By Price , 2020-2027
10.2.4.5 Market size analysis, By Interface, 2020-2027
10.2.5 Italy
10.2.5.1 Market size analysis, By Product, 2020-2027
10.2.5.2 Market size analysis, By Type, 2020-2027
10.2.5.3 Market size analysis, By Application, 2020-2027
10.2.5.4 Market size analysis, By Price , 2020-2027
10.2.5.5 Market size analysis, By Interface, 2020-2027
10.2.6 Rest of Europe
10.2.6.1 Market size analysis, By Product, 2020-2027
10.2.6.2 Market size analysis, By Type, 2020-2027
10.2.6.3 Market size analysis, By Application, 2020-2027
10.2.6.4 Market size analysis, By Price , 2020-2027
10.2.6.5 Market size analysis, By Interface, 2020-2027
10.2.7 Research Dive Exclusive Insights
10.2.7.1 Market attractiveness
10.2.7.2 Competition heatmap
10.3 Asia-Pacific
10.3.1 China
10.3.1.1 Market size analysis, By Product, 2020-2027
10.3.1.2 Market size analysis, By Type, 2020-2027
10.3.1.3 Market size analysis, By Application, 2020-2027
10.3.1.4 Market size analysis, By Price , 2020-2027
10.3.1.5 Market size analysis, By Interface, 2020-2027
10.3.2 Japan
10.3.2.1 Market size analysis, By Product, 2020-2027
10.3.2.2 Market size analysis, By Type, 2020-2027
10.3.2.3 Market size analysis, By Application, 2020-2027
10.3.2.4 Market size analysis, By Price , 2020-2027
10.3.2.5 Market size analysis, By Interface, 2020-2027
10.3.3 India
10.3.3.1 Market size analysis, By Product, 2020-2027
10.3.3.2 Market size analysis, By Type, 2020-2027
10.3.3.3 Market size analysis, By Application, 2020-2027
10.3.3.4 Market size analysis, By Price , 2020-2027
10.3.3.5 Market size analysis, By Interface, 2020-2027
10.3.4 Australia
10.3.4.1 Market size analysis, By Product, 2020-2027
10.3.4.2 Market size analysis, By Type, 2020-2027
10.3.4.3 Market size analysis, By Application, 2020-2027
10.3.4.4 Market size analysis, By Price , 2020-2027
10.3.4.5 Market size analysis, By Interface, 2020-2027
10.3.5 South Korea
10.3.5.1 Market size analysis, By Product, 2020-2027
10.3.5.2 Market size analysis, By Type, 2020-2027
10.3.5.3 Market size analysis, By Application, 2020-2027
10.3.5.4 Market size analysis, By Price , 2020-2027
10.3.5.5 Market size analysis, By Interface, 2020-2027
10.3.6 Rest of Asia-Pacific
10.3.6.1 Market size analysis, By Product, 2020-2027
10.3.6.2 Market size analysis, By Type, 2020-2027
10.3.6.3 Market size analysis, By Application, 2020-2027
10.3.6.4 Market size analysis, By Price , 2020-2027
10.3.6.5 Market size analysis, By Interface, 2020-2027
10.3.7 Research Dive Exclusive Insights
10.3.7.1 Market attractiveness
10.3.7.2 Competition heatmap
10.4 LAMEA
10.4.1 Brazil
10.4.1.1 Market size analysis, By Product, 2020-2027
10.4.1.2 Market size analysis, By Type, 2020-2027
10.4.1.3 Market size analysis, By Application, 2020-2027
10.4.1.4 Market size analysis, By Price , 2020-2027
10.4.1.5 Market size analysis, By Interface, 2020-2027
10.4.2 Saudi Arabia
10.4.2.1 Market size analysis, By Product, 2020-2027
10.4.2.2 Market size analysis, By Type, 2020-2027
10.4.2.3 Market size analysis, By Application, 2020-2027
10.4.2.4 Market size analysis, By Price , 2020-2027
10.4.2.5 Market size analysis, By Interface, 2020-2027
10.4.3 UAE
10.4.3.1 Market size analysis, By Product, 2020-2027
10.4.3.2 Market size analysis, By Type, 2020-2027
10.4.3.3 Market size analysis, By Application, 2020-2027
10.4.3.4 Market size analysis, By Price , 2020-2027
10.4.3.5 Market size analysis, By Interface, 2020-2027
10.4.4 South Africa
10.4.4.1 Market size analysis, By Product, 2020-2027
10.4.4.2 Market size analysis, By Type, 2020-2027
10.4.4.3 Market size analysis, By Application, 2020-2027
10.4.4.4 Market size analysis, By Price , 2020-2027
10.4.4.5 Market size analysis, By Interface, 2020-2027
10.4.5 Rest of LAMEA
10.4.5.1 Market size analysis, By Product, 2020-2027
10.4.5.2 Market size analysis, By Type, 2020-2027
10.4.5.3 Market size analysis, By Application, 2020-2027
10.4.5.4 Market size analysis, By Price , 2020-2027
10.4.5.5 Market size analysis, By Interface, 2020-2027
10.4.6 Research Dive Exclusive Insights
10.4.6.1 Market attractiveness
10.4.6.2 Competition heatmap
11. Competitive Landscape
11.1 Top winning strategies, 2020-2027
11.1.1 By strategy
11.1.2 By year
11.2 Strategic overview
11.3 Market share analysis, 2020-2027
12. Company Profiles
12.1 Cisco Systems
12.1.1 Overview
12.1.2 Business segments
12.1.3 Product portfolio
12.1.4 Financial performance
12.1.5 Recent developments
12.1.6 SWOT analysis
12.2 Inc. (US)
12.2.1 Overview
12.2.2 Business segments
12.2.3 Product portfolio
12.2.4 Financial performance
12.2.5 Recent developments
12.2.6 SWOT analysis
12.3 Genpact Limited (Bermuda)
12.3.1 Overview
12.3.2 Business segments
12.3.3 Product portfolio
12.3.4 Financial performance
12.3.5 Recent developments
12.3.6 SWOT analysis
12.4 Verint Systems Inc. (US)
12.4.1 Overview
12.4.2 Business segments
12.4.3 Product portfolio
12.4.4 Financial performance
12.4.5 Recent developments
12.4.6 SWOT analysis
12.5 8X8 Inc. (US)
12.5.1 Overview
12.5.2 Business segments
12.5.3 Product portfolio
12.5.4 Financial performance
12.5.5 Recent developments
12.5.6 SWOT analysis
12.6 Genesys (US)
12.6.1 Overview
12.6.2 Business segments
12.6.3 Product portfolio
12.6.4 Financial performance
12.6.5 Recent developments
12.6.6 SWOT analysis
12.7 Oracle Corporation (US)
12.7.1 Overview
12.7.2 Business segments
12.7.3 Product portfolio
12.7.4 Financial performance
12.7.5 Recent developments
12.7.6 SWOT analysis
12.8 Mitel Networks Corporation (Canada)
12.8.1 Overview
12.8.2 Business segments
12.8.3 Product portfolio
12.8.4 Financial performance
12.8.5 Recent developments
12.8.6 SWOT analysis
12.9 SAP SE (Germany)
12.9.1 Overview
12.9.2 Business segments
12.9.3 Product portfolio
12.9.4 Financial performance
12.9.5 Recent developments
12.9.6 SWOT analysis
12.10 NICE Ltd. (Israel)
12.10.1 Overview
12.10.2 Business segments
12.10.3 Product portfolio
12.10.4 Financial performance
12.10.5 Recent developments
12.10.6 SWOT analysis
12.11 Enghouse Interactive (US)
12.11.1 Overview
12.11.2 Business segments
12.11.3 Product portfolio
12.11.4 Financial performance
12.11.5 Recent developments
12.11.6 SWOT analysis
12.12 Five9
12.12.1 Overview
12.12.2 Business segments
12.12.3 Product portfolio
12.12.4 Financial performance
12.12.5 Recent developments
12.12.6 SWOT analysis
12.13 Inc. (US)
12.13.1 Overview
12.13.2 Business segments
12.13.3 Product portfolio
12.13.4 Financial performance
12.13.5 Recent developments
12.13.6 SWOT analysis
12.14 CallMiner (US)
12.14.1 Overview
12.14.2 Business segments
12.14.3 Product portfolio
12.14.4 Financial performance
12.14.5 Recent developments
12.14.6 SWOT analysis
12.15 and Servion Global Solutions (India)
12.15.1 Overview
12.15.2 Business segments
12.15.3 Product portfolio
12.15.4 Financial performance
12.15.5 Recent developments
12.15.6 SWOT analysis
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