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Asia Pacific Contact Center Analytics Market Size, Share & Industry Trends Analysis Report By Component, By Application, By Deployment Mode, By Organization Size, By Vertical, By Country and Growth Forecast, 2022 - 2028

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    Report

  • 142 Pages
  • May 2022
  • Region: Asia Pacific
  • Marqual IT Solutions Pvt. Ltd (KBV Research)
  • ID: 5615763
The Asia Pacific Contact Center Analytics Market is expected to witness market growth of 12.1% CAGR during the forecast period (2022-2028).

Customers are the core of the business. As a result, it's crucial to keep track of their input as well as interactions in real-time. A contact center analytics software serves this goal by recording conversations and dealing with problems. Contact center analytics solutions use numerous technologies, such as AI, machine learning, and NLP to provide superior analysis findings to various enterprises for better decision-making and business strategy formation. Banking, financial services, and insurance (BFSI), manufacturing; retail and consumer goods, healthcare and life sciences, energy and utilities, telecom and IT, government and defense, travel and hospitality, academia and research, and various others, such as media & entertainment and Transportation & logistics, have all witnessed significant growth in contact center analytics solutions.

The retail & e-commerce sector of India is flourishing. According to the National Investment Promotion and Facilitation Agency, urbanization, income growth, and the rise in nuclear families are expected to propel the Indian retail sector to $2 trillion by 2032. The Indian e-commerce market, on the other hand, is anticipated to reach $350 billion by 2030, with a CAGR of 23%. E-commerce accounted for about a third of various electrical categories, nearly half of all smartphones sold, and approximately a fifth of all textile sales in India in the first half of 2021. More than $8 billion in PE/VC funding will be raised by e-commerce and consumer internet companies in 2020, with 400 deals (excluding investments in Jio). With an anticipated annual gross merchandise value of $350 billion, India will become the third-largest online retail industry by 2030.

The retail market in India is highly unorganized. The organized Indian retail market, on the other hand, grew by 50% between 2012 and 2020, accounting for nearly 12% of total retail. By 2025, the modern Indian retail industry is anticipated to grow at a 15% compound annual growth rate.

The China market dominated the Asia Pacific Contact Center Analytics Market by Country in 2021, and is expected to continue to be a dominant market till 2028; thereby, achieving a market value of $257 million by 2028. The Japan market is experiencing a CAGR of 11.4% during (2022 - 2028). Additionally, The India market is expected to exhibit a CAGR of 12.8% during (2022 - 2028).

Based on Component, the market is segmented into Software (Speech Analytics, Text Analytics, Desktop Analytics, Predictive Analytics, and Cross-channel Analytics & Performance Analytics) and Services. Based on Application, the market is segmented into Customer Experience Management, Workforce Optimization, Risk & Compliance Management, Log Management, Real-Time Monitoring & Analysis, and Automatic Call Distributor & Others. Based on Deployment Mode, the market is segmented into Cloud and On-premise. Based on Organization Size, the market is segmented into Large Enterprises and Small & Medium Enterprises (SMEs). Based on Vertical, the market is segmented into BFSI, Retail & Consumer Goods, Energy & Utilities, Government & Defense, Healthcare & Life Sciences, Manufacturing, Telecom & IT, Travel & Hospitality, and Others. Based on countries, the market is segmented into China, Japan, India, South Korea, Singapore, Malaysia, and Rest of Asia Pacific.

The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include Oracle Corporation, Cisco Systems, Inc., Avaya Holdings Corporation, Genpact Limited, NICE Ltd., SAP SE, 8x8, Inc., Talkdesk, Inc., Genesys Telecommunications Laboratories, Inc., and CallMiner, Inc.

Scope of the Study


Market Segments Covered in the Report:


By Component

  • Software
    • Speech Analytics
    • Text Analytics
    • Desktop Analytics
    • Predictive Analytics
    • Cross-channel Analytics & Performance Analytics

  • Services

By Application

  • Customer Experience Management
  • Workforce Optimization
  • Risk & Compliance Management
  • Log Management, Real-Time Monitoring & Analysis
  • Automatic Call Distributor & Others

By Deployment Mode

  • Cloud
  • On-premise

By Organization Size

  • Large Enterprises
  • Small & Medium Enterprises (SMEs)

By Vertical

  • BFSI
  • Retail & Consumer Goods
  • Energy & Utilities
  • Government & Defense
  • Healthcare & Life Sciences
  • Manufacturing
  • Telecom & IT
  • Travel & Hospitality
  • Others

By Country

  • China
  • Japan
  • India
  • South Korea
  • Singapore
  • Malaysia
  • Rest of Asia Pacific

Key Market Players


List of Companies Profiled in the Report:

  • Oracle Corporation
  • Cisco Systems, Inc.
  • Avaya Holdings Corporation
  • Genpact Limited
  • NICE Ltd.
  • SAP SE
  • 8x8, Inc.
  • Talkdesk, Inc.
  • Genesys Telecommunications Laboratories, Inc.
  • CallMiner, Inc.

Unique Offerings from KBV Research

  • Exhaustive coverage
  • The highest number of market tables and figures
  • Subscription-based model available
  • Guaranteed best price
  • Assured post sales research support with 10% customization free

Table of Contents

Chapter 1. Market Scope & Methodology
1.1 Market Definition
1.2 Objectives
1.3 Market Scope
1.4 Segmentation
1.4.1 Asia Pacific Contact Center Analytics Market, by Component
1.4.2 Asia Pacific Contact Center Analytics Market, by Application
1.4.3 Asia Pacific Contact Center Analytics Market, by Deployment Mode
1.4.4 Asia Pacific Contact Center Analytics Market, by Organization Size
1.4.5 Asia Pacific Contact Center Analytics Market, by Vertical
1.4.6 Asia Pacific Contact Center Analytics Market, by Country
1.5 Methodology for the research
Chapter 2. Market Overview
2.1 Introduction
2.1.1 Overview
2.1.1.1 Market composition and scenario
2.2 Key Factors Impacting the Market
2.2.1 Market Drivers
2.2.2 Market Restraints
Chapter 3. Competition Analysis - Global
3.1 KBV Cardinal Matrix
3.2 Recent Industry Wide Strategic Developments
3.2.1 Partnerships, Collaborations and Agreements
3.2.2 Product Launches and Product Expansions
3.2.3 Acquisition and Mergers
3.3 Market Share Analysis, 2021
3.4 Top Winning Strategies
3.4.1 Key Leading Strategies: Percentage Distribution (2018-2022)
3.4.2 Key Strategic Move: (Partnerships, Collaborations and Agreements : 2019, Oct - 2021, May) Leading Players
Chapter 4. Asia Pacific Contact Center Analytics Market by Component
4.1 Asia Pacific Software Market by Country
4.2 Asia Pacific Contact Center Analytics Market by Software Type
4.2.1 Asia Pacific Speech Analytics Market by Country
4.2.2 Asia Pacific Text Analytics Market by Country
4.2.3 Asia Pacific Desktop Analytics Market by Country
4.2.4 Asia Pacific Predictive Analytics Market by Country
4.2.5 Asia Pacific Cross-channel Analytics & Performance Analytics Market by Country
4.3 Asia Pacific Services Market by Country
Chapter 5. Asia Pacific Contact Center Analytics Market by Application
5.1 Asia Pacific Customer Experience Management Market by Country
5.2 Asia Pacific Workforce Optimization Market by Country
5.3 Asia Pacific Risk & Compliance Management Market by Country
5.4 Asia Pacific Log Management, Real-Time Monitoring & Analysis Market by Country
5.5 Asia Pacific Automatic Call Distributor & Others Market by Country
Chapter 6. Asia Pacific Contact Center Analytics Market by Deployment Mode
6.1 Asia Pacific Cloud Market by Country
6.2 Asia Pacific On-premise Market by Country
Chapter 7. Asia Pacific Contact Center Analytics Market by Organization Size
7.1 Asia Pacific Large Enterprises Market by Country
7.2 Asia Pacific Small & Medium Enterprises (SMEs) Market by Country
Chapter 8. Asia Pacific Contact Center Analytics Market by Vertical
8.1 Asia Pacific BFSI Market by Country
8.2 Asia Pacific Retail & Consumer Goods Market by Country
8.3 Asia Pacific Energy & Utilities Market by Country
8.4 Asia Pacific Government & Defense Market by Country
8.5 Asia Pacific Healthcare & Life Sciences Market by Country
8.6 Asia Pacific Manufacturing Market by Country
8.7 Asia Pacific Telecom & IT Market by Country
8.8 Asia Pacific Travel & Hospitality Market by Country
8.9 Asia Pacific Others Market by Country
Chapter 9. Asia Pacific Contact Center Analytics Market by Country
9.1 China Contact Center Analytics Market
9.1.1 China Contact Center Analytics Market by Component
9.1.1.1 China Contact Center Analytics Market by Software Type
9.1.2 China Contact Center Analytics Market by Application
9.1.3 China Contact Center Analytics Market by Deployment Mode
9.1.4 China Contact Center Analytics Market by Organization Size
9.1.5 China Contact Center Analytics Market by Vertical
9.2 Japan Contact Center Analytics Market
9.2.1 Japan Contact Center Analytics Market by Component
9.2.1.1 Japan Contact Center Analytics Market by Software Type
9.2.2 Japan Contact Center Analytics Market by Application
9.2.3 Japan Contact Center Analytics Market by Deployment Mode
9.2.4 Japan Contact Center Analytics Market by Organization Size
9.2.5 Japan Contact Center Analytics Market by Vertical
9.3 India Contact Center Analytics Market
9.3.1 India Contact Center Analytics Market by Component
9.3.1.1 India Contact Center Analytics Market by Software Type
9.3.2 India Contact Center Analytics Market by Application
9.3.3 India Contact Center Analytics Market by Deployment Mode
9.3.4 India Contact Center Analytics Market by Organization Size
9.3.5 India Contact Center Analytics Market by Vertical
9.4 South Korea Contact Center Analytics Market
9.4.1 South Korea Contact Center Analytics Market by Component
9.4.1.1 South Korea Contact Center Analytics Market by Software Type
9.4.2 South Korea Contact Center Analytics Market by Application
9.4.3 South Korea Contact Center Analytics Market by Deployment Mode
9.4.4 South Korea Contact Center Analytics Market by Organization Size
9.4.5 South Korea Contact Center Analytics Market by Vertical
9.5 Singapore Contact Center Analytics Market
9.5.1 Singapore Contact Center Analytics Market by Component
9.5.1.1 Singapore Contact Center Analytics Market by Software Type
9.5.2 Singapore Contact Center Analytics Market by Application
9.5.3 Singapore Contact Center Analytics Market by Deployment Mode
9.5.4 Singapore Contact Center Analytics Market by Organization Size
9.5.5 Singapore Contact Center Analytics Market by Vertical
9.6 Malaysia Contact Center Analytics Market
9.6.1 Malaysia Contact Center Analytics Market by Component
9.6.1.1 Malaysia Contact Center Analytics Market by Software Type
9.6.2 Malaysia Contact Center Analytics Market by Application
9.6.3 Malaysia Contact Center Analytics Market by Deployment Mode
9.6.4 Malaysia Contact Center Analytics Market by Organization Size
9.6.5 Malaysia Contact Center Analytics Market by Vertical
9.7 Rest of Asia Pacific Contact Center Analytics Market
9.7.1 Rest of Asia Pacific Contact Center Analytics Market by Component
9.7.1.1 Rest of Asia Pacific Contact Center Analytics Market by Software Type
9.7.2 Rest of Asia Pacific Contact Center Analytics Market by Application
9.7.3 Rest of Asia Pacific Contact Center Analytics Market by Deployment Mode
9.7.4 Rest of Asia Pacific Contact Center Analytics Market by Organization Size
9.7.5 Rest of Asia Pacific Contact Center Analytics Market by Vertical
Chapter 10. Company Profiles
10.1 Oracle Corporation
10.1.1 Company Overview
10.1.2 Financial Analysis
10.1.3 Segmental and Regional Analysis
10.1.4 Research & Development Expense
10.1.5 Recent strategies and developments:
10.1.5.1 Product Launches and Product Expansions:
10.1.6 SWOT Analysis
10.2 Cisco Systems, Inc.
10.2.1 Company Overview
10.2.2 Financial Analysis
10.2.3 Regional Analysis
10.2.4 Research & Development Expense
10.2.5 Recent strategies and developments:
10.2.5.1 Acquisition and Mergers:
10.3 Avaya Holdings Corporation
10.3.1 Company Overview
10.3.2 Financial Analysis
10.3.3 Segmental and Regional Analysis
10.3.4 Research & Development Expense
10.3.5 Recent strategies and developments:
10.3.5.1 Partnerships, Collaborations, and Agreements:
10.3.5.2 Product Launches and Product Expansions:
10.3.5.3 Acquisition and Mergers:
10.4 Genpact Limited
10.4.1 Company Overview
10.4.2 Financial Analysis
10.4.3 Segmental and Regional Analysis
10.5 NICE Ltd.
10.5.1 Company Overview
10.5.2 Financial Analysis
10.5.3 Segmental and Regional Analysis
10.5.4 Research & Development Expenses
10.5.5 Recent strategies and developments:
10.5.5.1 Acquisition and Mergers:
10.6 SAP SE
10.6.1 Company Overview
10.6.2 Financial Analysis
10.6.3 Segmental and Regional Analysis
10.6.4 Research & Development Expense
10.6.5 Recent strategies and developments:
10.6.5.1 Product Launches and Product Expansions:
10.7 8x8, Inc.
10.7.1 Company Overview
10.7.2 Financial Analysis
10.7.3 Regional Analysis
10.7.4 Research & Development Expenses
10.7.5 Recent strategies and developments:
10.7.5.1 Partnerships, Collaborations, and Agreements:
10.8 Talkdesk, Inc.
10.8.1 Company Overview
10.8.2 Recent strategies and developments:
10.8.2.1 Partnerships, Collaborations, and Agreements:
10.8.2.2 Product Launches and Product Expansions:
10.9 Genesys Telecommunications Laboratories, Inc.
10.9.1 Company Overview
10.9.2 Recent strategies and developments:
10.9.2.1 Partnerships, Collaborations, and Agreements:
10.10. CallMiner, Inc.
10.10.1 Company Overview

Companies Mentioned

  • Oracle Corporation
  • Cisco Systems, Inc.
  • Avaya Holdings Corporation
  • Genpact Limited
  • NICE Ltd.
  • SAP SE
  • 8x8, Inc.
  • Talkdesk, Inc.
  • Genesys Telecommunications Laboratories, Inc.
  • CallMiner, Inc.

Methodology

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