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Contact Center Analytics - Market Analysis, Trends, and Forecasts

  • ID: 4804644
  • Report
  • 111 pages
  • Global Industry Analysts, Inc
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FEATURED COMPANIES

  • 8X8
  • Callminer
  • Cisco Systems
  • Enghouse Interactive
  • Five9
  • Nice
  • MORE
Contact Center Analytics market worldwide is projected to grow by US$1.5 Billion, driven by a compounded growth of 16.3%. On-Demand, one of the segments analyzed and sized in this study, displays the potential to grow at over 16.7%. The shifting dynamics supporting this growth makes it critical for businesses in this space to keep abreast of the changing pulse of the market. Poised to reach over US$1.5 Billion by the year 2025, On-Demand will bring in healthy gains adding significant momentum to global growth.

Representing the developed world, the United States will maintain a 17.6% growth momentum. Within Europe, which continues to remain an important element in the world economy, Germany will add over US$59.6 Million to the region's size and clout in the next 5 to 6 years. Over US$74.1 Million worth of projected demand in the region will come from Rest of Europe markets. In Japan, On-Demand will reach a market size of US$109.6 Million by the close of the analysis period. As the world’s second largest economy and the new game changer in global markets, China exhibits the potential to grow at 16% over the next couple of years and add approximately US$270.9 Million in terms of addressable opportunity for the picking by aspiring businesses and their astute leaders.

Presented in visually rich graphics are these and many more need-to-know quantitative data important in ensuring quality of strategy decisions, be it entry into new markets or allocation of resources within a portfolio. Several macroeconomic factors and internal market forces will shape growth and development of demand patterns in emerging countries in Asia-Pacific. 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:
  • 8x8, 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.
Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • 8X8
  • Callminer
  • Cisco Systems
  • Enghouse Interactive
  • Five9
  • Nice
  • MORE

I. METHODOLOGY

II. EXECUTIVE SUMMARY

1. MARKET OVERVIEW

Global Competitor Market Shares

Contact Center Analytics Competitor Market Share Scenario Worldwide (in %): 2019 & 2025

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: 2018-2025

TABLE 2: Contact Center Analytics Market Share Shift across Key Geographies Worldwide: 2019 VS 2025

TABLE 3: On-Demand (Deployment) World Market by Region/Country in US$ Thousand: 2018 to 2025

TABLE 4: On-Demand (Deployment) Market Share Breakdown of Worldwide Sales by Region/Country: 2019 VS 2025

TABLE 5: On-Premises (Deployment) Potential Growth Markets Worldwide in US$ Thousand: 2018 to 2025

TABLE 6: On-Premises (Deployment) Market Sales Breakdown by Region/Country in Percentage: 2019 VS 2025

TABLE 7: Log Management (Application) Global Market Estimates & Forecasts in US$ Thousand by Region/Country: 2018-2025

TABLE 8: Log Management (Application) Market Share Breakdown by Region/Country: 2019 VS 2025

TABLE 9: Risk and Compliance Management (Application) Demand Potential Worldwide in US$ Thousand by Region/Country: 2018-2025

TABLE 10: Risk and Compliance Management (Application) Share Breakdown Review by Region/Country: 2019 VS 2025

TABLE 11: Real-Time Monitoring and Reporting (Application) Worldwide Latent Demand Forecasts in US$ Thousand by Region/Country: 2018-2025

TABLE 12: Real-Time Monitoring and Reporting (Application) Distribution of Global Sales by Region/Country: 2019 VS 2025

TABLE 13: Workforce Management (Application) Sales Estimates and Forecasts in US$ Thousand by Region/Country for the Years 2018 through 2025

TABLE 14: Workforce Management (Application) Global Market Share Distribution by Region/Country for 2019 and 2025

TABLE 15: Customer Experience Management (Application) Global Opportunity Assessment in US$ Thousand by Region/Country: 2018-2025

TABLE 16: Customer Experience Management (Application) Percentage Share Breakdown of Global Sales by Region/Country: 2019 VS 2025

TABLE 17: Other Applications (Application) Worldwide Sales in US$ Thousand by Region/Country: 2018-2025

TABLE 18: Other Applications (Application) Market Share Shift across Key Geographies: 2019 VS 2025

III. MARKET ANALYSIS

GEOGRAPHIC MARKET ANALYSIS

UNITED STATES

Market Facts & Figures

US Contact Center Analytics Market Share (in %) by Company: 2019 & 2025

TABLE 19: Contact Center Analytics Market in US$ Thousand in the United States by Deployment: 2018-2025

TABLE 20: United States Contact Center Analytics Market Share Breakdown by Deployment: 2019 VS 2025

TABLE 21: United States Contact Center Analytics Latent Demand Forecasts in US$ Thousand by Application: 2018 to 2025

TABLE 22: Contact Center Analytics Market Share Breakdown in the United States by Application: 2019 VS 2025

CANADA

TABLE 23: Contact Center Analytics Market Analysis in Canada in US$ Thousand by Deployment: 2018-2025

TABLE 24: Canadian Contact Center Analytics Market Share Breakdown by Deployment: 2019 VS 2025

TABLE 25: Canadian Contact Center Analytics Market Quantitative Demand Analysis in US$ Thousand by Application: 2018 to 2025

TABLE 26: Canadian Contact Center Analytics Market Share Analysis by Application: 2019 VS 2025

JAPAN

TABLE 27: Japanese Medium & Long-Term Outlook for Contact Center Analytics Market in US$ Thousand by Deployment: 2018-2025

TABLE 28: Japanese Contact Center Analytics Market Percentage Share Distribution by Deployment: 2019 VS 2025

TABLE 29: Japanese Demand Estimates and Forecasts for Contact Center Analytics in US$ Thousand by Application: 2018 to 2025

TABLE 30: Contact Center Analytics Market Share Shift in Japan by Application: 2019 VS 2025

CHINA

TABLE 31: Contact Center Analytics Market Estimates and Forecasts in China in US$ Thousand by Deployment: 2018-2025

TABLE 32: Contact Center Analytics Market in China: Percentage Share Analysis by Deployment for 2019 and 2025

TABLE 33: Chinese Demand for Contact Center Analytics in US$ Thousand by Application: 2018 to 2025

TABLE 34: Chinese Contact Center Analytics Market Share Breakdown by Application: 2019 VS 2025

EUROPE

Market Facts & Figures

European Contact Center Analytics Market: Competitor Market Share Scenario (in %) for 2019 & 2025

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: 2019 VS 2025

TABLE 37: European Contact Center Analytics Market Assessment in US$ Thousand by Deployment: 2018-2025

TABLE 38: Contact Center Analytics Market in Europe: Percentage Breakdown of Sales by Deployment for 2019 and 2025

TABLE 39: European Contact Center Analytics Addressable Market Opportunity in US$ Thousand by Application: 2018-2025

TABLE 40: European Contact Center Analytics Market Share Analysis by Application: 2019 VS 2025

FRANCE

TABLE 41: French Contact Center Analytics Market Estimates and Projections in US$ Thousand by Deployment: 2018-2025

TABLE 42: French Contact Center Analytics Market Share Breakdown by Deployment: 2019 VS 2025

TABLE 43: Contact Center Analytics Quantitative Demand Analysis in France in US$ Thousand by Application: 2018-2025

TABLE 44: French Contact Center Analytics Market Share Analysis: A 7-Year Perspective by Application for 2019 and 2025

GERMANY

TABLE 45: German Contact Center Analytics Latent Demand Forecasts in US$ Thousand by Deployment: 2018-2025

TABLE 46: German Contact Center Analytics Market Share Breakdown by Deployment: 2019 VS 2025

TABLE 47: Contact Center Analytics Market in Germany: Annual Sales Estimates and Forecasts in US$ Thousand by Application for the Period 2018-2025

TABLE 48: Contact Center Analytics Market Share Distribution in Germany by Application: 2019 VS 2025

ITALY

TABLE 49: Contact Center Analytics Market Estimates and Forecasts in Italy in US$ Thousand by Deployment: 2018-2025

TABLE 50: Contact Center Analytics Market in Italy: Percentage Share Analysis by Deployment for 2019 and 2025

TABLE 51: Italian Demand for Contact Center Analytics in US$ Thousand by Application: 2018 to 2025

TABLE 52: Italian Contact Center Analytics Market Share Breakdown by Application: 2019 VS 2025

UNITED KINGDOM

TABLE 53: United Kingdom Medium & Long-Term Outlook for Contact Center Analytics Market in US$ Thousand by Deployment: 2018-2025

TABLE 54: United Kingdom Contact Center Analytics Market Percentage Share Distribution by Deployment: 2019 VS 2025

TABLE 55: United Kingdom Demand Estimates and Forecasts for Contact Center Analytics in US$ Thousand by Application: 2018 to 2025

TABLE 56: Contact Center Analytics Market Share Shift in the United Kingdom by Application: 2019 VS 2025

REST OF EUROPE

TABLE 57: Rest of Europe Contact Center Analytics Market Assessment in US$ Thousand by Deployment: 2018-2025

TABLE 58: Contact Center Analytics Market in Rest of Europe: Percentage Breakdown of Sales by Deployment for 2019 and 2025

TABLE 59: Rest of Europe Contact Center Analytics Addressable Market Opportunity in US$ Thousand by Application: 2018-2025

TABLE 60: Rest of Europe Contact Center Analytics Market Share Analysis by Application: 2019 VS 2025

ASIA-PACIFIC

TABLE 61: Asia-Pacific Contact Center Analytics Market Estimates and Projections in US$ Thousand by Deployment: 2018-2025

TABLE 62: Asia-Pacific Contact Center Analytics Market Share Breakdown by Deployment: 2019 VS 2025

TABLE 63: Contact Center Analytics Quantitative Demand Analysis in Asia-Pacific in US$ Thousand by Application: 2018-2025

TABLE 64: Asia-Pacific Contact Center Analytics Market Share Analysis: A 7-Year Perspective by Application for 2019 and 2025

REST OF WORLD

TABLE 65: Contact Center Analytics Market Analysis in Rest of World in US$ Thousand by Deployment: 2018-2025

TABLE 66: Rest of World Contact Center Analytics Market Share Breakdown by Deployment: 2019 VS 2025

TABLE 67: Rest of World Contact Center Analytics Market Quantitative Demand Analysis in US$ Thousand by Application: 2018 to 2025

TABLE 68: Rest of World Contact Center Analytics Market Share Analysis by Application: 2019 VS 2025

IV. COMPETITION

8X8

CALLMINER

CISCO SYSTEMS

ENGHOUSE INTERACTIVE

FIVE9

GENESYS TELECOMMUNICATIONS LABORATORIES

MITEL NETWORKS CORPORATION

NICE

ORACLE CORPORATION

SAP SE

SERVION GLOBAL SOLUTIONS

VERINT SYSTEMS

V. CURATED RESEARCH

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  • 8X8
  • Callminer
  • Cisco Systems
  • Enghouse Interactive
  • Five9
  • Genesys Telecommunications Laboratories
  • Mitel Networks Corporation
  • Nice
  • Oracle Corporation
  • Sap Se
  • Servion Global Solutions
  • Verint Systems
Note: Product cover images may vary from those shown
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