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Contact Center Analytics - Global Market Trajectory & Analytics

  • ID: 4804644
  • Report
  • May 2020
  • Region: Global
  • 146 pages
  • Global Industry Analysts, Inc
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Amid the COVID-19 crisis and the looming economic recession, the Contact Center Analytics market worldwide will grow by a projected US$1.8 Billion, during the analysis period, driven by a revised compounded annual growth rate (CAGR) of 18%. On-Demand, one of the segments analyzed and sized in this study, is forecast to grow at over 18.5% and reach a market size of US$1.7 Billion by the end of the analysis period. An unusual period in history, the coronavirus pandemic has unleashed a series of unprecedented events affecting every industry. The On-Demand market will be reset to a new normal which going forward in a post COVID-19 era will be continuously redefined and redesigned. Staying on top of trends and accurate analysis is paramount now more than ever to manage uncertainty, change and continuously adapt to new and evolving market conditions.

As part of the new emerging geographic scenario, the United States is forecast to readjust to a 17.1% CAGR. Within Europe, the region worst hit by the pandemic, Germany will add over US$60.6 Million to the region's size over the next 7 to 8 years. In addition, over US$76 Million worth of projected demand in the region will come from Rest of the European markets. In Japan, the On-Demand segment will reach a market size of US$92.8 Million by the close of the analysis period. Blamed for the pandemic, significant political and economic challenges confront China. Amid the growing push for decoupling and economic distancing, the changing relationship between China and the rest of the world will influence competition and opportunities in the Contact Center Analytics market. Against this backdrop and the changing geopolitical, business and consumer sentiments, the world’s second largest economy will grow at 15.6% over the next couple of years and add approximately US$225.2 Million in terms of addressable market opportunity. Continuous monitoring for emerging signs of a possible new world order post-COVID-19 crisis is a must for aspiring businesses and their astute leaders seeking to find success in the now changing Contact Center Analytics market landscape. All research viewpoints presented are based on validated engagements from influencers in the market, whose opinions supersede all other research methodologies.

Competitors identified in this market include, among others:

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.

The global analysis and forecast periods covered within the report are 2020-2027 (Current & Future Analysis) and 2012-2019 (Historic Review). Research estimates are provided for 2020, while research projections cover the period 2021-2027.
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I. INTRODUCTION, METHODOLOGY & REPORT SCOPE

II. EXECUTIVE SUMMARY

1. MARKET OVERVIEW
Global Competitor Market Shares
Contact Center Analytics Competitor Market Share Scenario Worldwide (in %): 2019 & 2025
Impact of Covid-19 and a Looming Global Recession

2. FOCUS ON SELECT PLAYERS

3. MARKET TRENDS & DRIVERS

4. GLOBAL MARKET PERSPECTIVE
TABLE 1: Contact Center Analytics Global Market Estimates and Forecasts in US$ Thousand by Region/Country: 2020-2027
TABLE 2: Contact Center Analytics Market Share Shift across Key Geographies Worldwide: 2020 VS 2027
TABLE 3: On-Demand (Deployment) World Market by Region/Country in US$ Thousand: 2020 to 2027
TABLE 4: On-Demand (Deployment) Market Share Breakdown of Worldwide Sales by Region/Country: 2020 VS 2027
TABLE 5: On-Premises (Deployment) Potential Growth Markets Worldwide in US$ Thousand: 2020 to 2027
TABLE 6: On-Premises (Deployment) Market Sales Breakdown by Region/Country in Percentage: 2020 VS 2027
TABLE 7: Log Management (Application) Global Market Estimates & Forecasts in US$ Thousand by Region/Country: 2020-2027
TABLE 8: Log Management (Application) Market Share Breakdown by Region/Country: 2020 VS 2027
TABLE 9: Risk and Compliance Management (Application) Demand Potential Worldwide in US$ Thousand by Region/Country: 2020-2027
TABLE 10: Risk and Compliance Management (Application) Share Breakdown Review by Region/Country: 2020 VS 2027
TABLE 11: Real-Time Monitoring and Reporting (Application) Worldwide Latent Demand Forecasts in US$ Thousand by Region/Country: 2020-2027
TABLE 12: Real-Time Monitoring and Reporting (Application) Distribution of Global Sales by Region/Country: 2020 VS 2027
TABLE 13: Workforce Management (Application) Sales Estimates and Forecasts in US$ Thousand by Region/Country for the Years 2020 through 2027
TABLE 14: Workforce Management (Application) Global Market Share Distribution by Region/Country for 2020 and 2027
TABLE 15: Customer Experience Management (Application) Global Opportunity Assessment in US$ Thousand by Region/Country: 2020-2027
TABLE 16: Customer Experience Management (Application) Percentage Share Breakdown of Global Sales by Region/Country: 2020 VS 2027
TABLE 17: Other Applications (Application) Worldwide Sales in US$ Thousand by Region/Country: 2020-2027
TABLE 18: Other Applications (Application) Market Share Shift across Key Geographies: 2020 VS 2027

III. MARKET ANALYSIS

GEOGRAPHIC MARKET ANALYSIS

UNITED STATES
Market Facts & Figures
US Contact Center Analytics Market Share (in %) by Company: 2019 & 2025
Market Analytics
TABLE 19: Contact Center Analytics Market in US$ Thousand in the United States by Deployment: 2020-2027
TABLE 20: United States Contact Center Analytics Market Share Breakdown by Deployment: 2020 VS 2027
TABLE 21: United States Contact Center Analytics Latent Demand Forecasts in US$ Thousand by Application: 2020 to 2027
TABLE 22: Contact Center Analytics Market Share Breakdown in the United States by Application: 2020 VS 2027
CANADA
TABLE 23: Contact Center Analytics Market Analysis in Canada in US$ Thousand by Deployment: 2020-2027
TABLE 24: Canadian Contact Center Analytics Market Share Breakdown by Deployment: 2020 VS 2027
TABLE 25: Canadian Contact Center Analytics Market Quantitative Demand Analysis in US$ Thousand by Application: 2020 to 2027
TABLE 26: Canadian Contact Center Analytics Market Share Analysis by Application: 2020 VS 2027
JAPAN
TABLE 27: Japanese Medium & Long-Term Outlook for Contact Center Analytics Market in US$ Thousand by Deployment: 2020-2027
TABLE 28: Japanese Contact Center Analytics Market Percentage Share Distribution by Deployment: 2020 VS 2027
TABLE 29: Japanese Demand Estimates and Forecasts for Contact Center Analytics in US$ Thousand by Application: 2020 to 2027
TABLE 30: Contact Center Analytics Market Share Shift in Japan by Application: 2020 VS 2027
CHINA
TABLE 31: Contact Center Analytics Market Estimates and Forecasts in China in US$ Thousand by Deployment: 2020-2027
TABLE 32: Contact Center Analytics Market in China: Percentage Share Analysis by Deployment for 2020 and 2027
TABLE 33: Chinese Demand for Contact Center Analytics in US$ Thousand by Application: 2020 to 2027
TABLE 34: Chinese Contact Center Analytics Market Share Breakdown by Application: 2020 VS 2027
EUROPE
Market Facts & Figures
European Contact Center Analytics Market: Competitor Market Share Scenario (in %) for 2019 & 2025
Market Analytics
TABLE 35: European Contact Center Analytics Market Demand Scenario in US$ Thousand by Region/Country: 2018-2025
TABLE 36: European Contact Center Analytics Market Share Shift by Region/Country: 2020 VS 2027
TABLE 37: European Contact Center Analytics Market Assessment in US$ Thousand by Deployment: 2020-2027
TABLE 38: Contact Center Analytics Market in Europe: Percentage Breakdown of Sales by Deployment for 2020 and 2027
TABLE 39: European Contact Center Analytics Addressable Market Opportunity in US$ Thousand by Application: 2020-2027
TABLE 40: European Contact Center Analytics Market Share Analysis by Application: 2020 VS 2027
FRANCE
TABLE 41: French Contact Center Analytics Market Estimates and Projections in US$ Thousand by Deployment: 2020-2027
TABLE 42: French Contact Center Analytics Market Share Breakdown by Deployment: 2020 VS 2027
TABLE 43: Contact Center Analytics Quantitative Demand Analysis in France in US$ Thousand by Application: 2020-2027
TABLE 44: French Contact Center Analytics Market Share Analysis: A 7-Year Perspective by Application for 2020 and 2027
GERMANY
TABLE 45: German Contact Center Analytics Latent Demand Forecasts in US$ Thousand by Deployment: 2020-2027
TABLE 46: German Contact Center Analytics Market Share Breakdown by Deployment: 2020 VS 2027
TABLE 47: Contact Center Analytics Market in Germany: Annual Sales Estimates and Forecasts in US$ Thousand by Application for the Period 2020-2027
TABLE 48: Contact Center Analytics Market Share Distribution in Germany by Application: 2020 VS 2027
ITALY
TABLE 49: Contact Center Analytics Market Estimates and Forecasts in Italy in US$ Thousand by Deployment: 2020-2027
TABLE 50: Contact Center Analytics Market in Italy: Percentage Share Analysis by Deployment for 2020 and 2027
TABLE 51: Italian Demand for Contact Center Analytics in US$ Thousand by Application: 2020 to 2027
TABLE 52: Italian Contact Center Analytics Market Share Breakdown by Application: 2020 VS 2027
UNITED KINGDOM
TABLE 53: United Kingdom Medium & Long-Term Outlook for Contact Center Analytics Market in US$ Thousand by Deployment: 2020-2027
TABLE 54: United Kingdom Contact Center Analytics Market Percentage Share Distribution by Deployment: 2020 VS 2027
TABLE 55: United Kingdom Demand Estimates and Forecasts for Contact Center Analytics in US$ Thousand by Application: 2020 to 2027
TABLE 56: Contact Center Analytics Market Share Shift in the United Kingdom by Application: 2020 VS 2027
REST OF EUROPE
TABLE 57: Rest of Europe Contact Center Analytics Market Assessment in US$ Thousand by Deployment: 2020-2027
TABLE 58: Contact Center Analytics Market in Rest of Europe: Percentage Breakdown of Sales by Deployment for 2020 and 2027
TABLE 59: Rest of Europe Contact Center Analytics Addressable Market Opportunity in US$ Thousand by Application: 2020-2027
TABLE 60: Rest of Europe Contact Center Analytics Market Share Analysis by Application: 2020 VS 2027
ASIA-PACIFIC
TABLE 61: Asia-Pacific Contact Center Analytics Market Estimates and Projections in US$ Thousand by Deployment: 2020-2027
TABLE 62: Asia-Pacific Contact Center Analytics Historic Market Analysis in US$ Thousand by Deployment: 2020 VS 2027
TABLE 63: Contact Center Analytics Quantitative Demand Analysis in Asia-Pacific in US$ Thousand by Application: 2020-2027
TABLE 64: Asia-Pacific Contact Center Analytics Market Share Analysis: A 7-Year Perspective by Application for 2020 and 2027
REST OF WORLD
TABLE 65: Contact Center Analytics Market Analysis in Rest of World in US$ Thousand by Deployment: 2020-2027
TABLE 66: Rest of World Contact Center Analytics Market Share Breakdown by Deployment: 2020 VS 2027
TABLE 67: Rest of World Contact Center Analytics Market Quantitative Demand Analysis in US$ Thousand by Application: 2020 to 2027
TABLE 68: Rest of World Contact Center Analytics Market Share Analysis by Application: 2020 VS 2027

IV. COMPETITION
Total Companies Profiled: 42
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