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Contact Center Analytics - Global Market Trajectory & Analytics

  • ID: 4804644
  • Report
  • July 2020
  • Region: Global
  • 146 pages
  • Global Industry Analysts, Inc
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.We bring years of research experience to this 8th edition of our report. The 146-page report presents concise insights into how the pandemic has impacted production and the buy side for 2020 and 2021. A short-term phased recovery by key geography is also addressed.

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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