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Global Contact Center Analytics Market Size, Share & Industry Trends Analysis Report By Component, By Application, By Deployment Mode, By Organization Size, By Vertical, By Regional Outlook and Forecast, 2022 - 2028

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    Report

  • 404 Pages
  • May 2022
  • Region: Global
  • Marqual IT Solutions Pvt. Ltd (KBV Research)
  • ID: 5615766
The Global Contact Center Analytics Market size is expected to reach $3.1 billion by 2028, rising at a market growth of 11.2% CAGR during the forecast period.



The analysis of common contact center metrics to determine trends, causes, impacts, and outcomes are known as contact center analytics. Speech and text analytics, predictive analytics, customer analytics, and performance analytics are all part of it. The process of gathering and assessing customer data to uncover important insights about the service organization's performance is known as call center analytics. Customer satisfaction (CSAT), customer retention, revenue, customer effort score, and SLA performance are all factors that are considered in contact center analytics.

The gathering, measurement, as well as reporting of performance indicators within a contact center, is referred as call center analytics. It keeps track of inbound and outbound call data as well as agent performance. Handle time, customer satisfaction, call volume, and hold time are examples of common analytics. Call center analytics, on the other hand, is about much more than call times. It takes into account the human element to affect how calls are managed, as well as the overall customer experience.

 Call center supervisors may usually get this information using specialist analytics tools. However, supervisors and team leaders frequently have access to call center data. Agents in more contemporary contact centers are given this real-time data so they can keep track of escalating call volumes. Call data, on the other hand, can help a user to create an excellent customer experience, increase brand loyalty, and enhance overall efficiency with the correct tools and approach.

COVID-19 Impact Analysis


The COVID-19 pandemic majorly impacted various businesses all over the world, due to which, the worldwide economy was significantly demolished. In addition, in order to regulate the spread of the COVID-19 infection, worldwide governments imposed lockdown in their countries. As a result of the lockdown enforcement, several companies and manufacturing went under a temporary closure, which hindered the production of various goods. Moreover, because of the stringent travel restrictions that were imposed by governments, the worldwide supply chain was also devastated which led to the shortage of various goods and intermediate goods.

Market Growth Factors


Increasing adoption of technologies across contact centers


Organizations incorporate their contact centers with rigorous software and analytics-based telephony technologies, like advanced analytics technologies (such as speech analytics and data analytics), real-time monitoring and analytics, and software such as ACDs, CTI, dialer APIs, and Voice over Internet Protocol (VoIP), as both contact centers' home working agents, as well as office agents, maintain inbound, outbound, and blended calls, emails, web inquiries, and chats. By quickly adjusting to evolving client preferences, these technologies assist firms in improving and speeding up their responsiveness and consistency. Software-based telephony technologies, on the other hand, enable call centers to communicate with customers via their computers rather than a traditional phone system.

Increasing demand for self-service interactions among customers


Customers prefer to communicate with contact center personnel in real-time to get answers to their questions. However, the waiting and holding time involved in connecting with an agent degrades the entire consumer experience. Customer satisfaction is a key goal for the majority of businesses since client experience (CX) is critical to preserving customer connections. Organizations may improve customer experiences by using strong self-service bots and modern contact center technology like AI, ML, and analytics. These technologies also assisted call centers in dealing with the surge in calls that occurred during and after the COVID-19 outbreak.

Marketing Restraining Factor:


Data and security-related concerns


Because they maintain such a large amount of sensitive consumer information, contact centers are at high risk of encountering significant issues in terms of data privacy and security. The number of fraud attempts against contact centers is rapidly surging to an alarming level, prompting businesses to respond with new solutions designed to detect fraudulent calls. According to the State of Call Center Authentication survey from 2018, more than 80% of respondents preferred a full authentication process before answering calls. When it comes to security considerations, call validation becomes critical. However, it has the potential to frustrate clients, resulting in a poor customer experience and low overall satisfaction.

Component Outlook


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. In 2021, the software segment acquired the largest revenue share of the contact center analytics market. The rising demand growth of this segment is attributed to the rising number of technological advancements in these software. Contact center analytics software, with the integration of streamlined technology, is becoming more simplified, allowing companies to easily operate them. Hence, the growth of this segment is surging.

Application Outlook


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. In 2021, the workforce optimization segment garnered a significant revenue share of the contact center analytics market. The constantly surging growth of this segment is primarily attributed to an increasing focus of companies on the optimization of their workforce in order to obtain best results. Contact center analytics method help companies in keeping a track of the activities of their employees, which enables an optimized workforce. Therefore, the growth of this segment is bolstering.

Deployment Mode Outlook


Based on Deployment Mode, the market is segmented into Cloud and On-premise. In 2021, the Cloud segment registered the highest revenue share of the contact center analytics market. Because of the growing adoption of work-from-home models across contact centers around the world, demand for cloud-based contact center analytics has increased significantly. The cloud-based deployment approach is preferred by many organizations since it is totally hosted on a vendor's server and can only be accessed by authorized users. Software upgrades, as well as maintenance, are the responsibility of the vendor. Businesses can handle the operational and technical demands of their contact centers with the cloud-based deployment of the contact center.

Organization Size Outlook


Based on Organization Size, the market is segmented into Large Enterprises and Small & Medium Enterprises (SMEs). In 2021, the SMEs segment registered a substantial revenue share of the contact center analytics market. The increasing growth of the segment is owing to the rising efforts of these businesses to fulfill the demands of their customers. Customer expectations are continually rising and altering as new communication technologies and gadgets become more widely adopted. To address these issues, a number of SMEs are focused on implementing contact center analytics solutions to improve customer service. Additionally, the advantages of these solutions, such as the convenience of tracking client data, are propelling this market forward.

Vertical Outlook


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. In 2021, the BFSI segment procured the largest revenue share of the contact center analytics market. BFSI firms are increasingly using advanced contact center solutions to better monitor, manage, and support remote workers in selling and receiving incentives on the basis of the sale of insurance and banking goods like credit cards and loans. These organizations can attract talent, obtain comprehensive visibility into whole customer care processes, and deliver rapid responses to client complaints and inquiries by installing contact center solutions, which is a major focus in the BFSI market.

Regional Outlook


Based on Regions, the market is segmented into North America, Europe, Asia Pacific, and Latin America, Middle East & Africa. In 2021, North America held the largest revenue share of the contact center analytics market. The rising technological improvements in the region are key factors fueling the growth of the regional contact center analytics market. Market growth is also likely to be aided by the rising number of contact center analytics market players across this region.

The major strategies followed by the market participants are Partnerships. Based on the Analysis presented in the Cardinal matrix; Cisco Systems, Inc. and Oracle Corporation are the forerunners in the Contact Center Analytics Market. Companies such as SAP SE, NICE Ltd. and Genesys Telecommunications Laboratories, Inc. are some of the key innovators in the Market.

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.

» Partnerships, Collaborations and Agreements:

  • May-2021: 8x8 came into a partnership with Sandler Partners, a master agent and distributor of connectivity and cloud services in America. This partnership aimed to allow Sandler Partners to offer 8x8 Experience Communications as a Service to more than 9,000 technology partners of the company.
  • Apr-2021: Talkdesk partnered with Zoom Video Communications, an American communications technology company. Through this partnership, the companies aimed to provide improved customer experiences for contact centers. Moreover, this partnership is expected to also enable the talkdesk to help businesses in breaking down collaboration silos and unlock the potential of robust enterprise-wide teamwork.
  • Mar-2021: 8x8 launched of 8x8 Contact Center for Microsoft Teams. The new product is expected to provide an integrated and easy-to-administer customer engagement as well as global telephony direct routing solution in order to allow contact center agents and employees to stay engaged and productive.
  • Jan-2021: 8x8 partnered with Verint Systems, a Customer Engagement Company. Under this partnership, the companies aimed to introduce integrated cloud workforce management applications along with cloud contact centers to global enterprise businesses and mid-market.
  • Jan-2020: Genesys partnered with Microsoft, an American software company. Following this partnership, the companies aimed to launch Genesys Engage cloud service for Azure to deliver a unified customer experience solution to contact centers. Moreover, the new omnichannel customer experience solution is expected to provide a streamlined buying process to enterprises.

» Product Launches and Product Expansions:

  • Sep-2021: Talkdesk released Talkdesk Phone, the first business phone system on the market. Through this launch, the company aimed to help organizations in saving costs and streamline operations with the integration of business communications and contact center applications as a single platform.
  • Jun-2021: Avaya introduced digital capabilities to its organizations all over the world. With this product expansion, the company aimed to offer a full range of deployment options across private, public, and hybrid clouds in order to improve the total experience for employee and customer engagement.
  • Sep-2020: Oracle introduced self-service features, call center capabilities, and field tech tools to its CX stack. With this product expansion, the company aimed to allow CX stack to support at-home work to make a smoother agent experience. In addition, the new enhancements also comprise a streamlined browser-based web interface and AI-powered assistive tools.

» Acquisitions and Mergers:

  • Jun-2022: Avaya acquired Spoken Communications, a Contact Centre as a Service solutions company. This acquisition aimed to highlight Avaya's pace toward cloud speed as well as investments for the future to provide innovative cloud solutions to their partners and customers.
  • Aug-2021: Avaya took over CTIntegrations, a software development, and system integration company. This acquisition aimed to offer additional digital capabilities to Avaya for its extensive contact center customer base. Moreover, this acquisition is expected to also improve the OneCloud AI-powered experience platform of Avaya.
  • Aug-2021: NICE completed its acquisition of GoMoxie, an innovator of advanced digital assistance tools. Through this acquisition, the company aimed to expedite its digital CX revolution in order to allow businesses to comply with customers on their preferred digital channels.
  • Feb-2021: Cisco acquired IMImobile, a leading vendor of cloud communications software and services. Following this acquisition, the company aimed to complement its vision of delivering engaging and delightful customer experiences.

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 Geography

  • North America
  • US
  • Canada
  • Mexico
  • Rest of North America
  • Europe
  • Germany
  • UK
  • France
  • Russia
  • Spain
  • Italy
  • Rest of Europe
  • Asia Pacific
  • China
  • Japan
  • India
  • South Korea
  • Singapore
  • Malaysia
  • Rest of Asia Pacific
  • LAMEA
  • Brazil
  • Argentina
  • UAE
  • Saudi Arabia
  • South Africa
  • Nigeria
  • Rest of LAMEA

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.

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Frequently Asked Questions about the Global Contact Center Analytics Market

What is the estimated value of the Global Contact Center Analytics Market?

The Global Contact Center Analytics Market was estimated to be valued at $1494 Million in 2021.

What is the growth rate of the Global Contact Center Analytics Market?

The growth rate of the Global Contact Center Analytics Market is 11.1%, with an estimated value of $3075 Million by 2028.

What is the forecasted size of the Global Contact Center Analytics Market?

The Global Contact Center Analytics Market is estimated to be worth $3075 Million by 2028.

Who are the key companies in the Global Contact Center Analytics Market?

Key companies in the Global Contact Center Analytics Market include Oracle Corporation, Cisco Systems, Inc., Avaya Holdings Corporation, Genpact Limited, NICE Ltd., SAP SE, 8x8, Inc., Talkdesk, Inc. and CallMiner, Inc..

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 Global Contact Center Analytics Market, by Component
1.4.2 Global Contact Center Analytics Market, by Application
1.4.3 Global Contact Center Analytics Market, by Deployment Mode
1.4.4 Global Contact Center Analytics Market, by Organization Size
1.4.5 Global Contact Center Analytics Market, by Vertical
1.4.6 Global Contact Center Analytics Market, by Geography
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. Global Contact Center Analytics Market by Component
4.1 Global Software Market by Region
4.2 Global Contact Center Analytics Market by Software Type
4.2.1 Global Speech Analytics Market by Region
4.2.2 Global Text Analytics Market by Region
4.2.3 Global Desktop Analytics Market by Region
4.2.4 Global Predictive Analytics Market by Region
4.2.5 Global Cross-channel Analytics & Performance Analytics Market by Region
4.3 Global Services Market by Region
Chapter 5. Global Contact Center Analytics Market by Application
5.1 Global Customer Experience Management Market by Region
5.2 Global Workforce Optimization Market by Region
5.3 Global Risk & Compliance Management Market by Region
5.4 Global Log Management, Real-Time Monitoring & Analysis Market by Region
5.5 Global Automatic Call Distributor & Others Market by Region
Chapter 6. Global Contact Center Analytics Market by Deployment Mode
6.1 Global Cloud Market by Region
6.2 Global On-premise Market by Region
Chapter 7. Global Contact Center Analytics Market by Organization Size
7.1 Global Large Enterprises Market by Region
7.2 Global Small & Medium Enterprises (SMEs) Market by Region
Chapter 8. Global Contact Center Analytics Market by Vertical
8.1 Global BFSI Market by Region
8.2 Global Retail & Consumer Goods Market by Region
8.3 Global Energy & Utilities Market by Region
8.4 Global Government & Defense Market by Region
8.5 Global Healthcare & Life Sciences Market by Region
8.6 Global Manufacturing Market by Region
8.7 Global Telecom & IT Market by Region
8.8 Global Travel & Hospitality Market by Region
8.9 Global Others Market by Region
Chapter 9. Global Contact Center Analytics Market by Region
9.1 North America Contact Center Analytics Market
9.1.1 North America Contact Center Analytics Market by Component
9.1.1.1 North America Software Market by Country
9.1.1.2 North America Contact Center Analytics Market by Software Type
9.1.1.2.1 North America Speech Analytics Market by Country
9.1.1.2.2 North America Text Analytics Market by Country
9.1.1.2.3 North America Desktop Analytics Market by Country
9.1.1.2.4 North America Predictive Analytics Market by Country
9.1.1.2.5 North America Cross-channel Analytics & Performance Analytics Market by Country
9.1.1.3 North America Services Market by Country
9.1.2 North America Contact Center Analytics Market by Application
9.1.2.1 North America Customer Experience Management Market by Country
9.1.2.2 North America Workforce Optimization Market by Country
9.1.2.3 North America Risk & Compliance Management Market by Country
9.1.2.4 North America Log Management, Real-Time Monitoring & Analysis Market by Country
9.1.2.5 North America Automatic Call Distributor & Others Market by Country
9.1.3 North America Contact Center Analytics Market by Deployment Mode
9.1.3.1 North America Cloud Market by Country
9.1.3.2 North America On-premise Market by Country
9.1.4 North America Contact Center Analytics Market by Organization Size
9.1.4.1 North America Large Enterprises Market by Country
9.1.4.2 North America Small & Medium Enterprises (SMEs) Market by Country
9.1.5 North America Contact Center Analytics Market by Vertical
9.1.5.1 North America BFSI Market by Country
9.1.5.2 North America Retail & Consumer Goods Market by Country
9.1.5.3 North America Energy & Utilities Market by Country
9.1.5.4 North America Government & Defense Market by Country
9.1.5.5 North America Healthcare & Life Sciences Market by Country
9.1.5.6 North America Manufacturing Market by Country
9.1.5.7 North America Telecom & IT Market by Country
9.1.5.8 North America Travel & Hospitality Market by Country
9.1.5.9 North America Others Market by Country
9.1.6 North America Contact Center Analytics Market by Country
9.1.6.1 US Contact Center Analytics Market
9.1.6.1.1 US Contact Center Analytics Market by Component
9.1.6.1.2 US Contact Center Analytics Market by Application
9.1.6.1.3 US Contact Center Analytics Market by Deployment Mode
9.1.6.1.4 US Contact Center Analytics Market by Organization Size
9.1.6.1.5 US Contact Center Analytics Market by Vertical
9.1.6.2 Canada Contact Center Analytics Market
9.1.6.2.1 Canada Contact Center Analytics Market by Component
9.1.6.2.2 Canada Contact Center Analytics Market by Application
9.1.6.2.3 Canada Contact Center Analytics Market by Deployment Mode
9.1.6.2.4 Canada Contact Center Analytics Market by Organization Size
9.1.6.2.5 Canada Contact Center Analytics Market by Vertical
9.1.6.3 Mexico Contact Center Analytics Market
9.1.6.3.1 Mexico Contact Center Analytics Market by Component
9.1.6.3.2 Mexico Contact Center Analytics Market by Application
9.1.6.3.3 Mexico Contact Center Analytics Market by Deployment Mode
9.1.6.3.4 Mexico Contact Center Analytics Market by Organization Size
9.1.6.3.5 Mexico Contact Center Analytics Market by Vertical
9.1.6.4 Rest of North America Contact Center Analytics Market
9.1.6.4.1 Rest of North America Contact Center Analytics Market by Component
9.1.6.4.2 Rest of North America Contact Center Analytics Market by Application
9.1.6.4.3 Rest of North America Contact Center Analytics Market by Deployment Mode
9.1.6.4.4 Rest of North America Contact Center Analytics Market by Organization Size
9.1.6.4.5 Rest of North America Contact Center Analytics Market by Vertical
9.2 Europe Contact Center Analytics Market
9.2.1 Europe Contact Center Analytics Market by Component
9.2.1.1 Europe Software Market by Country
9.2.1.2 Europe Contact Center Analytics Market by Software Type
9.2.1.2.1 Europe Speech Analytics Market by Country
9.2.1.2.2 Europe Text Analytics Market by Country
9.2.1.2.3 Europe Desktop Analytics Market by Country
9.2.1.2.4 Europe Predictive Analytics Market by Country
9.2.1.2.5 Europe Cross-channel Analytics & Performance Analytics Market by Country
9.2.1.3 Europe Services Market by Country
9.2.2 Europe Contact Center Analytics Market by Application
9.2.2.1 Europe Customer Experience Management Market by Country
9.2.2.2 Europe Workforce Optimization Market by Country
9.2.2.3 Europe Risk & Compliance Management Market by Country
9.2.2.4 Europe Log Management, Real-Time Monitoring & Analysis Market by Country
9.2.2.5 Europe Automatic Call Distributor & Others Market by Country
9.2.3 Europe Contact Center Analytics Market by Deployment Mode
9.2.3.1 Europe Cloud Market by Country
9.2.3.2 Europe On-premise Market by Country
9.2.4 Europe Contact Center Analytics Market by Organization Size
9.2.4.1 Europe Large Enterprises Market by Country
9.2.4.2 Europe Small & Medium Enterprises (SMEs) Market by Country
9.2.5 Europe Contact Center Analytics Market by Vertical
9.2.5.1 Europe BFSI Market by Country
9.2.5.2 Europe Retail & Consumer Goods Market by Country
9.2.5.3 Europe Energy & Utilities Market by Country
9.2.5.4 Europe Government & Defense Market by Country
9.2.5.5 Europe Healthcare & Life Sciences Market by Country
9.2.5.6 Europe Manufacturing Market by Country
9.2.5.7 Europe Telecom & IT Market by Country
9.2.5.8 Europe Travel & Hospitality Market by Country
9.2.5.9 Europe Others Market by Country
9.2.6 Europe Contact Center Analytics Market by Country
9.2.6.1 Germany Contact Center Analytics Market
9.2.6.1.1 Germany Contact Center Analytics Market by Component
9.2.6.1.2 Germany Contact Center Analytics Market by Application
9.2.6.1.3 Germany Contact Center Analytics Market by Deployment Mode
9.2.6.1.4 Germany Contact Center Analytics Market by Organization Size
9.2.6.1.5 Germany Contact Center Analytics Market by Vertical
9.2.6.2 UK Contact Center Analytics Market
9.2.6.2.1 UK Contact Center Analytics Market by Component
9.2.6.2.2 UK Contact Center Analytics Market by Application
9.2.6.2.3 UK Contact Center Analytics Market by Deployment Mode
9.2.6.2.4 UK Contact Center Analytics Market by Organization Size
9.2.6.2.5 UK Contact Center Analytics Market by Vertical
9.2.6.3 France Contact Center Analytics Market
9.2.6.3.1 France Contact Center Analytics Market by Component
9.2.6.3.2 France Contact Center Analytics Market by Application
9.2.6.3.3 France Contact Center Analytics Market by Deployment Mode
9.2.6.3.4 France Contact Center Analytics Market by Organization Size
9.2.6.3.5 France Contact Center Analytics Market by Vertical
9.2.6.4 Russia Contact Center Analytics Market
9.2.6.4.1 Russia Contact Center Analytics Market by Component
9.2.6.4.2 Russia Contact Center Analytics Market by Application
9.2.6.4.3 Russia Contact Center Analytics Market by Deployment Mode
9.2.6.4.4 Russia Contact Center Analytics Market by Organization Size
9.2.6.4.5 Russia Contact Center Analytics Market by Vertical
9.2.6.5 Spain Contact Center Analytics Market
9.2.6.5.1 Spain Contact Center Analytics Market by Component
9.2.6.5.2 Spain Contact Center Analytics Market by Application
9.2.6.5.3 Spain Contact Center Analytics Market by Deployment Mode
9.2.6.5.4 Spain Contact Center Analytics Market by Organization Size
9.2.6.5.5 Spain Contact Center Analytics Market by Vertical
9.2.6.6 Italy Contact Center Analytics Market
9.2.6.6.1 Italy Contact Center Analytics Market by Component
9.2.6.6.2 Italy Contact Center Analytics Market by Application
9.2.6.6.3 Italy Contact Center Analytics Market by Deployment Mode
9.2.6.6.4 Italy Contact Center Analytics Market by Organization Size
9.2.6.6.5 Italy Contact Center Analytics Market by Vertical
9.2.6.7 Rest of Europe Contact Center Analytics Market
9.2.6.7.1 Rest of Europe Contact Center Analytics Market by Component
9.2.6.7.2 Rest of Europe Contact Center Analytics Market by Application
9.2.6.7.3 Rest of Europe Contact Center Analytics Market by Deployment Mode
9.2.6.7.4 Rest of Europe Contact Center Analytics Market by Organization Size
9.2.6.7.5 Rest of Europe Contact Center Analytics Market by Vertical
9.3 Asia Pacific Contact Center Analytics Market
9.3.1 Asia Pacific Contact Center Analytics Market by Component
9.3.1.1 Asia Pacific Software Market by Country
9.3.1.2 Asia Pacific Contact Center Analytics Market by Software Type
9.3.1.2.1 Asia Pacific Speech Analytics Market by Country
9.3.1.2.2 Asia Pacific Text Analytics Market by Country
9.3.1.2.3 Asia Pacific Desktop Analytics Market by Country
9.3.1.2.4 Asia Pacific Predictive Analytics Market by Country
9.3.1.2.5 Asia Pacific Cross-channel Analytics & Performance Analytics Market by Country
9.3.1.3 Asia Pacific Services Market by Country
9.3.2 Asia Pacific Contact Center Analytics Market by Application
9.3.2.1 Asia Pacific Customer Experience Management Market by Country
9.3.2.2 Asia Pacific Workforce Optimization Market by Country
9.3.2.3 Asia Pacific Risk & Compliance Management Market by Country
9.3.2.4 Asia Pacific Log Management, Real-Time Monitoring & Analysis Market by Country
9.3.2.5 Asia Pacific Automatic Call Distributor & Others Market by Country
9.3.3 Asia Pacific Contact Center Analytics Market by Deployment Mode
9.3.3.1 Asia Pacific Cloud Market by Country
9.3.3.2 Asia Pacific On-premise Market by Country
9.3.4 Asia Pacific Contact Center Analytics Market by Organization Size
9.3.4.1 Asia Pacific Large Enterprises Market by Country
9.3.4.2 Asia Pacific Small & Medium Enterprises (SMEs) Market by Country
9.3.5 Asia Pacific Contact Center Analytics Market by Vertical
9.3.5.1 Asia Pacific BFSI Market by Country
9.3.5.2 Asia Pacific Retail & Consumer Goods Market by Country
9.3.5.3 Asia Pacific Energy & Utilities Market by Country
9.3.5.4 Asia Pacific Government & Defense Market by Country
9.3.5.5 Asia Pacific Healthcare & Life Sciences Market by Country
9.3.5.6 Asia Pacific Manufacturing Market by Country
9.3.5.7 Asia Pacific Telecom & IT Market by Country
9.3.5.8 Asia Pacific Travel & Hospitality Market by Country
9.3.5.9 Asia Pacific Others Market by Country
9.3.6 Asia Pacific Contact Center Analytics Market by Country
9.3.6.1 China Contact Center Analytics Market
9.3.6.1.1 China Contact Center Analytics Market by Component
9.3.6.1.2 China Contact Center Analytics Market by Application
9.3.6.1.3 China Contact Center Analytics Market by Deployment Mode
9.3.6.1.4 China Contact Center Analytics Market by Organization Size
9.3.6.1.5 China Contact Center Analytics Market by Vertical
9.3.6.2 Japan Contact Center Analytics Market
9.3.6.2.1 Japan Contact Center Analytics Market by Component
9.3.6.2.2 Japan Contact Center Analytics Market by Application
9.3.6.2.3 Japan Contact Center Analytics Market by Deployment Mode
9.3.6.2.4 Japan Contact Center Analytics Market by Organization Size
9.3.6.2.5 Japan Contact Center Analytics Market by Vertical
9.3.6.3 India Contact Center Analytics Market
9.3.6.3.1 India Contact Center Analytics Market by Component
9.3.6.3.2 India Contact Center Analytics Market by Application
9.3.6.3.3 India Contact Center Analytics Market by Deployment Mode
9.3.6.3.4 India Contact Center Analytics Market by Organization Size
9.3.6.3.5 India Contact Center Analytics Market by Vertical
9.3.6.4 South Korea Contact Center Analytics Market
9.3.6.4.1 South Korea Contact Center Analytics Market by Component
9.3.6.4.2 South Korea Contact Center Analytics Market by Application
9.3.6.4.3 South Korea Contact Center Analytics Market by Deployment Mode
9.3.6.4.4 South Korea Contact Center Analytics Market by Organization Size
9.3.6.4.5 South Korea Contact Center Analytics Market by Vertical
9.3.6.5 Singapore Contact Center Analytics Market
9.3.6.5.1 Singapore Contact Center Analytics Market by Component
9.3.6.5.2 Singapore Contact Center Analytics Market by Application
9.3.6.5.3 Singapore Contact Center Analytics Market by Deployment Mode
9.3.6.5.4 Singapore Contact Center Analytics Market by Organization Size
9.3.6.5.5 Singapore Contact Center Analytics Market by Vertical
9.3.6.6 Malaysia Contact Center Analytics Market
9.3.6.6.1 Malaysia Contact Center Analytics Market by Component
9.3.6.6.2 Malaysia Contact Center Analytics Market by Application
9.3.6.6.3 Malaysia Contact Center Analytics Market by Deployment Mode
9.3.6.6.4 Malaysia Contact Center Analytics Market by Organization Size
9.3.6.6.5 Malaysia Contact Center Analytics Market by Vertical
9.3.6.7 Rest of Asia Pacific Contact Center Analytics Market
9.3.6.7.1 Rest of Asia Pacific Contact Center Analytics Market by Component
9.3.6.7.2 Rest of Asia Pacific Contact Center Analytics Market by Application
9.3.6.7.3 Rest of Asia Pacific Contact Center Analytics Market by Deployment Mode
9.3.6.7.4 Rest of Asia Pacific Contact Center Analytics Market by Organization Size
9.3.6.7.5 Rest of Asia Pacific Contact Center Analytics Market by Vertical
9.4 LAMEA Contact Center Analytics Market
9.4.1 LAMEA Contact Center Analytics Market by Component
9.4.1.1 LAMEA Software Market by Country
9.4.1.2 LAMEA Contact Center Analytics Market by Software Type
9.4.1.2.1 LAMEA Speech Analytics Market by Country
9.4.1.2.2 LAMEA Text Analytics Market by Country
9.4.1.2.3 LAMEA Desktop Analytics Market by Country
9.4.1.2.4 LAMEA Predictive Analytics Market by Country
9.4.1.2.5 LAMEA Cross-channel Analytics & Performance Analytics Market by Country
9.4.1.3 LAMEA Services Market by Country
9.4.2 LAMEA Contact Center Analytics Market by Application
9.4.2.1 LAMEA Customer Experience Management Market by Country
9.4.2.2 LAMEA Workforce Optimization Market by Country
9.4.2.3 LAMEA Risk & Compliance Management Market by Country
9.4.2.4 LAMEA Log Management, Real-Time Monitoring & Analysis Market by Country
9.4.2.5 LAMEA Automatic Call Distributor & Others Market by Country
9.4.3 LAMEA Contact Center Analytics Market by Deployment Mode
9.4.3.1 LAMEA Cloud Market by Country
9.4.3.2 LAMEA On-premise Market by Country
9.4.4 LAMEA Contact Center Analytics Market by Organization Size
9.4.4.1 LAMEA Large Enterprises Market by Country
9.4.4.2 LAMEA Small & Medium Enterprises (SMEs) Market by Country
9.4.5 LAMEA Contact Center Analytics Market by Vertical
9.4.5.1 LAMEA BFSI Market by Country
9.4.5.2 LAMEA Retail & Consumer Goods Market by Country
9.4.5.3 LAMEA Energy & Utilities Market by Country
9.4.5.4 LAMEA Government & Defense Market by Country
9.4.5.5 LAMEA Healthcare & Life Sciences Market by Country
9.4.5.6 LAMEA Manufacturing Market by Country
9.4.5.7 LAMEA Telecom & IT Market by Country
9.4.5.8 LAMEA Travel & Hospitality Market by Country
9.4.5.9 LAMEA Others Market by Country
9.4.6 LAMEA Contact Center Analytics Market by Country
9.4.6.1 Brazil Contact Center Analytics Market
9.4.6.1.1 Brazil Contact Center Analytics Market by Component
9.4.6.1.2 Brazil Contact Center Analytics Market by Application
9.4.6.1.3 Brazil Contact Center Analytics Market by Deployment Mode
9.4.6.1.4 Brazil Contact Center Analytics Market by Organization Size
9.4.6.1.5 Brazil Contact Center Analytics Market by Vertical
9.4.6.2 Argentina Contact Center Analytics Market
9.4.6.2.1 Argentina Contact Center Analytics Market by Component
9.4.6.2.2 Argentina Contact Center Analytics Market by Application
9.4.6.2.3 Argentina Contact Center Analytics Market by Deployment Mode
9.4.6.2.4 Argentina Contact Center Analytics Market by Organization Size
9.4.6.2.5 Argentina Contact Center Analytics Market by Vertical
9.4.6.3 UAE Contact Center Analytics Market
9.4.6.3.1 UAE Contact Center Analytics Market by Component
9.4.6.3.2 UAE Contact Center Analytics Market by Application
9.4.6.3.3 UAE Contact Center Analytics Market by Deployment Mode
9.4.6.3.4 UAE Contact Center Analytics Market by Organization Size
9.4.6.3.5 UAE Contact Center Analytics Market by Vertical
9.4.6.4 Saudi Arabia Contact Center Analytics Market
9.4.6.4.1 Saudi Arabia Contact Center Analytics Market by Component
9.4.6.4.2 Saudi Arabia Contact Center Analytics Market by Application
9.4.6.4.3 Saudi Arabia Contact Center Analytics Market by Deployment Mode
9.4.6.4.4 Saudi Arabia Contact Center Analytics Market by Organization Size
9.4.6.4.5 Saudi Arabia Contact Center Analytics Market by Vertical
9.4.6.5 South Africa Contact Center Analytics Market
9.4.6.5.1 South Africa Contact Center Analytics Market by Component
9.4.6.5.2 South Africa Contact Center Analytics Market by Application
9.4.6.5.3 South Africa Contact Center Analytics Market by Deployment Mode
9.4.6.5.4 South Africa Contact Center Analytics Market by Organization Size
9.4.6.5.5 South Africa Contact Center Analytics Market by Vertical
9.4.6.6 Nigeria Contact Center Analytics Market
9.4.6.6.1 Nigeria Contact Center Analytics Market by Component
9.4.6.6.2 Nigeria Contact Center Analytics Market by Application
9.4.6.6.3 Nigeria Contact Center Analytics Market by Deployment Mode
9.4.6.6.4 Nigeria Contact Center Analytics Market by Organization Size
9.4.6.6.5 Nigeria Contact Center Analytics Market by Vertical
9.4.6.7 Rest of LAMEA Contact Center Analytics Market
9.4.6.7.1 Rest of LAMEA Contact Center Analytics Market by Component
9.4.6.7.2 Rest of LAMEA Contact Center Analytics Market by Application
9.4.6.7.3 Rest of LAMEA Contact Center Analytics Market by Deployment Mode
9.4.6.7.4 Rest of LAMEA Contact Center Analytics Market by Organization Size
9.4.6.7.5 Rest of LAMEA 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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