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Contact Center Analytics Market by Component (Software and Services), Deployment Mode, Organization Size, Application (Automatic Call Distributor, Risk and Compliance Management, and Workforce Optimization), Vertical and Region - Global Forecast to 2027

Contact Center Analytics Market by Component (Software and Services), Deployment Mode, Organization Size, Application (Automatic Call Distributor, Risk and Compliance Management, and Workforce Optimization), Vertical and Region - Global Forecast to 2027

The contact center analytics market size to grow from USD 1.7 billion in 2022 to USD 2.9 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 11.7% during the forecast period. Various factors such as rising adoption of advanced contact center technologies, demand for better customer experience management solutions, and increasing adoption of cloud-based contact center solutions during and after COVID-19 are expected to drive the adoption of contact center analytics technologies and services.

Contact center analytics can be described briefly as the analysis of typical contact centre metrics for determining trends, impacts, causes, and outcomes. It is the combination of various advanced analytics technologies such as speech and text analytics, customer analytics, predictive analytics, and performance analytics.

The contact center analytics market is expected to grow owing to several factors, such as the rising demand for speech and text analytics and rising adoption of advanced contact center technologies. The speech analytics software focuses on the voice of the customer and provides companies with insights into customer sentiments and satisfaction levels. It can prove to be a crucial tool to improve the FCR, reduce wait times, and measure agent performance. The infusion of analytics to monitor and analyze interactions for providing customized responses and video enablement to engage in face-to-face video calls adds to the benefits of modern-age contact centers.

The COVID-19 pandemic has affected the contact center analytics market. However, companies are still leveraging contact center analytics solutions for customer experience management, real-time monitoring and reporting, risk and compliance management, automatic call distributor, workforce optimization, and smart quarantining. Governments, as well as private companies across verticals, are adopting contact center analytics solutions to provide fast and better services to their customers and employees.

The Cross-channel Analytics software to hold higher CAGR during the forecast period

By software, the contact center analytics market has been segmented into speech analytics, cross-channel analytics, predictive analytics, performance analytics, desktop analytics, and text analytics. The CAGR of the cross-channel analytics software segment is estimated to be the largest during the forecast period. Cross-channel analytics tracks customer behavior across multiple channels, understands the difficulties, and enhances customer experience. It also extracts BI from real-time customer interactions across different channels, including email, SMS, and voice. Cross-channel analytics requires a sophisticated solution that helps analyze the customer behavior using statistics, predictive, and other analytic solutions, and respond to their queries in minimal time.

The Professional Services segment to have the largest market size during the forecast period

The contact center analytics market has been segmented by services into professional and managed services. The professional services segment is expected to hold a higher CAGR as well as the largest market size during the forecast period. The professional services in the contact center analytics market are provided in the form of support and maintenance, and consulting services. Support and maintenance services play an integral part in onboard solution deployment, training, handling, and maintenance of software solutions.

APAC to hold highest CAGR during the forecast period

APAC is expected to hold a higher CAGR during the forecast period. The region will be booming, as some major multinational players are showing interests in the region, as well as a lot of new entrepreneur setups are taking place, who are mostly very keen to adopt newer technologies to stay ahead in the competition. China, Japan, and India are showing ample growth opportunities in the contact center analytics market.

Breakdown of primaries
In-depth interviews were conducted with Chief Executive Officers (CEOs), innovation and technology directors, system integrators, and executives from various key organizations operating in the contact center analytics market.
By Company: Tier I: 35%, Tier II: 45%, and Tier III: 20%
By Designation: C-Level Executives: 35%, D-Level Executives: 25%, and Managers: 40%
By Region: APAC: 25%, Europe: 30%, North America: 30%, MEA: 10%, Latin America: 5%
The report includes the study of key players offering contact center analytics solutions and services. It profiles major vendors in the contact center analytics market. The major players in the contact center analytics market include Cisco (US), Genpact (US), SAP (Germany), Oracle (US), Avaya (US), NICE (US), 8x8 (US), Five9 (US), Talkdesk (US), CallMiner (US), Servion Global Solutions (US), Genesys (US), VirtualPBX (US), ChaseData (US), and Broadvoice (US).

Research Coverage
The market study covers the contact center analytics market across segments. It aims at estimating the market size and the growth potential of this market across different segments, such as components, mapping type, application, vertical, and region. It includes an in-depth competitive analysis of the key players in the market, along with their company profiles, key observations related to product and business offerings, recent developments, and key market strategies.

Key Benefits of Buying the Report
The report would provide the market leaders/new entrants in this market with information on the closest approximations of the revenue numbers for the overall contact center analytics market and its subsegments. It would help stakeholders understand the competitive landscape and gain more insights better to position their business and plan suitable go-to-market strategies. It also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.
Table of Contents

1INTRODUCTION37
1.1OBJECTIVES OF THE STUDY37
1.2MARKET DEFINITION37
1.2.1INCLUSIONS AND EXCLUSIONS38
1.3MARKET SCOPE38
1.3.1MARKET SEGMENTATION38
1.3.2REGIONS COVERED39
1.3.3YEARS CONSIDERED FOR THE STUDY39
1.4CURRENCY CONSIDERED40
TABLE 1UNITED STATES DOLLAR EXCHANGE RATE, 2019–202140
1.5STAKEHOLDERS40
1.6SUMMARY OF CHANGES40
2RESEARCH METHODOLOGY42
2.1RESEARCH DATA42
FIGURE 1GLOBAL CONTACT CENTER ANALYTICS MARKET: RESEARCH DESIGN42
2.1.1SECONDARY DATA43
2.1.2PRIMARY DATA43
TABLE 2PRIMARY INTERVIEWS43
2.1.2.1Breakup of primary profiles43
2.1.2.2Key industry insights44
2.2MARKET BREAKUP AND DATA TRIANGULATION45
FIGURE 2DATA TRIANGULATION45
2.3MARKET SIZE ESTIMATION45
FIGURE 3CONTACT CENTER ANALYTICS MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES46
2.3.1TOP-DOWN APPROACH46
2.3.2BOTTOM-UP APPROACH47
FIGURE 4MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 1 (SUPPLY-SIDE): REVENUE OF SOLUTIONS/SERVICES OF THE CONTACT CENTER ANALYTICS MARKET47
FIGURE 5MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE OF ALL SOLUTIONS/SERVICES OF THE CONTACT CENTER ANALYTICS MARKET48
FIGURE 6MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOFTWARE/SERVICES OF THE CONTACT CENTER ANALYTICS MARKET49
FIGURE 7MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CONTACT CENTER ANALYTICS THROUGH OVERALL CONTACT CENTER ANALYTICS SPENDING49

2.4MARKET FORECAST50
TABLE 3FACTOR ANALYSIS50
2.5ASSUMPTIONS FOR THE STUDY51
2.6LIMITATIONS OF THE STUDY51
3EXECUTIVE SUMMARY52
TABLE 4GLOBAL CONTACT CENTER ANALYTICS MARKET AND GROWTH RATE,
2016–2021 (USD MILLION, Y-O-Y%)53
TABLE 5GLOBAL CONTACT CENTER ANALYTICS MARKET AND GROWTH RATE,
2022–2027 (USD MILLION, Y-O-Y%)53
FIGURE 8SOFTWARE SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 202253
FIGURE 9PROFESSIONAL SERVICES SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 202254
FIGURE 10SPEECH ANALYTICS SOFTWARE SEGMENT EXPECTED TO DOMINATE THE MARKET IN 202254
FIGURE 11CLOUD SEGMENT EXPECTED TO LEAD THE MARKET IN 202255
FIGURE 12CUSTOMER EXPERIENCE MANAGEMENT SEGMENT EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE IN 202255
FIGURE 13NORTH AMERICA EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SHARE IN 202256
4PREMIUM INSIGHTS57
4.1ATTRACTIVE OPPORTUNITIES IN THE CONTACT CENTER ANALYTICS MARKET57
FIGURE 14INCREASING ADOPTION OF AI AND ML TECHNOLOGIES TO BOOST THE MARKET GROWTH57
4.2CONTACT CENTER ANALYTICS MARKET, BY VERTICAL57
FIGURE 15BANKING, FINANCIAL SERVICES, AND INSURANCE SEGMENT EXPECTED TO LEAD THE MARKET BY 202757
4.3CONTACT CENTER ANALYTICS MARKET, BY REGION58
FIGURE 16NORTH AMERICA EXPECTED TO ACCOUNT FOR LARGEST MARKET SHARE IN 202258
4.4CONTACT CENTER ANALYTICS MARKET, BY APPLICATION AND SOFTWARE58
FIGURE 17CUSTOMER EXPERIENCE MANAGEMENT AND SPEECH ANALYTICS SEGMENTS ESTIMATED TO ACCOUNT FOR A SIGNIFICANT MARKET SHARE IN 202258
5MARKET OVERVIEW AND INDUSTRY TRENDS59
5.1INTRODUCTION59
5.2MARKET DYNAMICS59
FIGURE 18DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CONTACT CENTER ANALYTICS MARKET60
5.2.1DRIVERS60
5.2.1.1Rising adoption of advanced contact center technologies60
5.2.1.2Demand for better customer experience management solutions60
5.2.1.3Increasing adoption of cloud-based contact center solutions during and after COVID-1961
5.2.2RESTRAINTS61
5.2.2.1High cost of investment61
5.2.2.2Regulations and legal issues62
5.2.2.3Impact of IVR frauds and cyber-attacks on business operations62
5.2.3OPPORTUNITIES62
5.2.3.1Rising demand for speech and text analytics62
5.2.3.2Dynamic customer demand for robust self-service interactions63
5.2.4CHALLENGES63
5.2.4.1Data privacy and security concerns63
5.2.4.2Lack of a clear and holistic analytics approach in contact centers63
5.3CONTACT CENTER ANALYTICS MARKET: COVID-19 IMPACT64
5.4CONTACT CENTER ANALYTICS: EVOLUTION64
FIGURE 19EVOLUTION OF CONTACT CENTER ANALYTICS65
5.5CASE STUDY ANALYSIS66
5.5.1BANKING, FINANCIAL SERVICES, AND INSURANCE66
5.5.1.1Case study: Maximize marketing campaign effectiveness during the pandemic66
5.5.2HEALTHCARE AND LIFE SCIENCES67
5.5.2.1Case study: Leveraging agent assist to improve efficiency and call quality67
5.5.3MANUFACTURING68
5.5.3.1Case study: Improving disaster preparedness and call center services68
5.5.4RETAIL AND CONSUMER GOODS68
5.5.4.1Case study: Enhancing personalized experiences with high-speed innovation68
5.5.5TRAVEL AND HOSPITALITY69
5.5.5.1Case study 1: Enabling omnichannel communication and omnichannel quality management for better customer service and agent empowerment69
5.5.6GOVERNMENT AND PUBLIC SECTOR69
5.5.6.1Case study 2: Improving efficiency during the busiest season69
5.5.7ENERGY AND UTILITIES70
5.5.7.1Case study 3: Increasing client base, tracking calls, and improving bonding with employees70
5.5.8TELECOM AND IT71
5.5.8.1Case study 4: Increasing customer service by reducing the number of dropped calls, time lags, and eliminating line disturbances71
5.5.9ECOSYSTEM72
FIGURE 20CONTACT CENTER MARKET: ECOSYSTEM72
5.6SUPPLY/VALUE CHAIN ANALYSIS73
FIGURE 21SUPPLY/VALUE CHAIN ANALYSIS73
TABLE 6CONTACT CENTER ANALYTICSMARKET: VALUE/SUPPLY CHAIN74

5.6.1PATENT ANALYSIS75
5.6.1.1Methodology75
5.6.1.2Document type75
TABLE 7PATENTS FILED, 2018-202175
5.6.1.3INNOVATION AND PATENT APPLICATIONS75
FIGURE 22TOTAL NUMBER OF PATENTS GRANTED IN A YEAR, 2018–202175
5.6.1.4Top applicants76
FIGURE 23TOP 10 COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS, 2018–202176
5.6.2PRICING MODEL ANALYSIS, 202176
TABLE 8CONTACT CENTER ANALYTICS MARKET: PRICING MODEL ANALYSIS, 202177
5.7KEY CONFERENCES & EVENTS IN 2022-202377
TABLE 9CONTACT CENTER MARKET: DETAILED LIST OF CONFERENCES & EVENTS77
5.8PORTER’S FIVE FORCES ANALYSIS78
FIGURE 24CONTACT CENTER ANALYTICS MARKET: PORTER’S FIVE FORCES ANALYSIS78
TABLE 10CONTACT CENTER ANALYTICS MARKET: PORTER’S FIVE FORCES ANALYSIS79
5.8.1THREAT OF NEW ENTRANTS79
5.8.2THREAT OF SUBSTITUTES79
5.8.3BARGAINING POWER OF SUPPLIERS79
5.8.4BARGAINING POWER OF BUYERS80
5.8.5INTENSITY OF COMPETITIVE RIVALRY80
5.9TECHNOLOGY ANALYSIS80
5.9.1AI AND CONTACT CENTER ANALYTICS80
5.9.2ML AND CONTACT CENTER ANALYTICS81
5.9.3NLP AND CONTACT CENTER ANALYTICS81
5.9.4CLOUD COMPUTING AND CONTACT CENTER ANALYTICS81
5.9.5ADVANCED ANALYTICS81
5.9.5.1Speech analytics82
5.9.5.2Social media analytics82
5.9.5.3Predictive analytics82
5.9.5.4Sentiment analytics82
5.9.5.5Real-time monitoring and analytics83
5.10REGULATORY IMPLICATIONS83
5.10.1INTRODUCTION83
5.10.2SARBANES-OXLEY ACT OF 200283
5.10.3GENERAL DATA PROTECTION REGULATION84
5.10.4CALIFORNIA CONSUMER PRIVACY ACT84
5.10.5THE INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 2700184
5.10.6PERSONAL DATA PROTECTION ACT85
5.10.7OPEN GEOSPATIAL CONSORTIUM85
5.10.8WORLD WIDE WEB CONSORTIUM86

6CONTACT CENTER ANALYTICS MARKET, BY COMPONENT87
6.1INTRODUCTION88
6.1.1COMPONENT: CONTACT CENTER ANALYTICS MARKET DRIVERS88
6.1.2COMPONENT: COVID-19 IMPACT88
FIGURE 25SERVICES SEGMENT EXPECTED TO GROW AT A LARGER MARKET SIZE DURING THE FORECAST PERIOD89
TABLE 11CONTACT CENTER ANALYTICS MARKET, BY COMPONENT,
2016–2021 (USD MILLION)89
TABLE 12CONTACT CENTER ANALYTICS MARKET, BY COMPONENT,
2022–2027 (USD MILLION)89
6.2SOFTWARE90
6.2.1DIGITIZATION AND TECHNOLOGICAL ADVANCEMENTS IN CONTACT CENTER ANALYTICS SOFTWARE90
FIGURE 26SPEECH ANALYTICS SEGMENT EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE BY 202790
TABLE 13CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE,
2016–2021 (USD MILLION)91
TABLE 14CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE,
2022–2027 (USD MILLION)91
6.2.1.1Speech analytics91
TABLE 15SPEECH ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)92
TABLE 16SPEECH ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)92
6.2.1.2Cross-channel analytics92
TABLE 17CROSS-CHANNEL ANALYTICS: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2016–2021 (USD MILLION)93
TABLE 18CROSS-CHANNEL ANALYTICS: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2022–2027 (USD MILLION)93
6.2.1.3Predictive analytics93
TABLE 19PREDICTIVE ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)94
TABLE 20PREDICTIVE ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)94
6.2.1.4Performance analytics94
TABLE 21PERFORMANCE ANALYTICS: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2016–2021 (USD MILLION)95
TABLE 22PERFORMANCE ANALYTICS: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2022–2027 (USD MILLION)95
6.2.1.5Text analytics95
TABLE 23TEXT ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION,
2016–2021 (USD MILLION)96
TABLE 24TEXT ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION,
2022–2027 (USD MILLION)96

6.2.1.6Desktop analytics96
TABLE 25DESKTOP ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)97
TABLE 26DESKTOPS ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)97
6.3SERVICES97
6.3.1SERVICES IDENTIFY THE TYPE OF INTEGRATION REQUIRED
BY ORGANIZATIONS TO MEET THEIR CONTACT CENTER DEMANDS97
FIGURE 27PROFESSIONAL SERVICES SEGMENT EXPECTED TO GROW AT A HIGHER RATE DURING THE FORECAST PERIOD98
TABLE 27CONTACT CENTER ANALYTICS MARKET, BY SERVICES,
2016–2021 (USD MILLION)98
TABLE 28CONTACT CENTER ANALYTICS MARKET, BY SERVICES,
2022–2027 (USD MILLION)98
6.3.1.1Professional services98
TABLE 29PROFESSIONAL SERVICES: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2016–2021 (USD MILLION)99
TABLE 30PROFESSIONAL SERVICES: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2022–2027 (USD MILLION)99
6.3.1.2Managed services99
TABLE 31MANAGED SERVICES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)100
TABLE 32MANAGED SERVICES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)100
7CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE101
7.1INTRODUCTION102
7.1.1DEPLOYMENT MODE: CONTACT CENTER ANALYTICS MARKET DRIVERS102
7.1.2DEPLOYMENT MODE: COVID-19 IMPACT102
FIGURE 28CLOUD SEGMENT EXPECTED TO LEAD THE CONTACT CENTER ANALYTICS MARKET IN 2022103
TABLE 33CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE,
2016–2021 (USD MILLION)103
TABLE 34CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE,
2022–2027 (USD MILLION)103
7.2ON-PREMISES104
7.2.1ON-PREMISES DEPLOYMENT MODE ENABLES ADHERENCE TO EXTERNAL COMPLIANCE REQUIREMENTS104
TABLE 35ON-PREMISES: CONTACT CENTER ANALYTICS MARKET, BY REGION,
2016–2021 (USD MILLION)104
TABLE 36ON-PREMISES: CONTACT CENTER ANALYTICS MARKET, BY REGION,
2022–2027 (USD MILLION)105
7.3CLOUD105
7.3.1LOW COST AND EASE OF IMPLEMENTATION HAVE MADE THE CLOUD PLATFORM A HIGHLY DESIRABLE DELIVERY MODE AMONG ORGANIZATIONS105

TABLE 37CLOUD: CONTACT CENTER ANALYTICS MARKET, BY REGION,
2016–2021 (USD MILLION)105
TABLE 38CLOUD: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)106
8CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE107
8.1INTRODUCTION108
8.1.1ORGANIZATION SIZE: CONTACT CENTER ANALYTICS MARKET DRIVERS108
8.1.2ORGANIZATION SIZE: COVID-19 IMPACT108
FIGURE 29LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 2022109
TABLE 39CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE,
2016–2021 (USD MILLION)109
TABLE 40CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE,
2022–2027 (USD MILLION)109
8.2SMALL AND MEDIUM-SIZED ENTERPRISES110
8.2.1SMES TO ADOPT MORE CLOUD-BASED CONTACT CENTER ANALYTICS SOLUTIONS TO ELIMINATE DATA MANAGEMENT HASSLES AND MAINTENANCE ISSUES110
TABLE 41SMES: CONTACT CENTER ANALYTICS MARKET, BY REGION,
2016–2021 (USD MILLION)110
TABLE 42SMES: CONTACT CENTER ANALYTICS MARKET, BY REGION,
2022–2027 (USD MILLION)110
8.3LARGE ENTERPRISES111
8.3.1HIGHER ADOPTION OF CONTACT CENTER ANALYTICS SOLUTIONS IN LARGE ENTERPRISES111
TABLE 43LARGE ENTERPRISES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)111
TABLE 44LARGE ENTERPRISES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)111
9CONTACT CENTER ANALYTICS MARKET, BY APPLICATION112
9.1INTRODUCTION113
9.1.1APPLICATIONS: CONTACT CENTER ANALYTICS MARKET DRIVERS113
9.1.2APPLICATIONS: COVID-19 IMPACT113
FIGURE 30CUSTOMER EXPERIENCE MANAGEMENT SEGMENT EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE BY 2027114
TABLE 45CONTACT CENTER ANALYTICS MARKET, BY APPLICATION,
2016–2021 (USD MILLION)114
TABLE 46CONTACT CENTER ANALYTICS MARKET, BY APPLICATION,
2022–2027 (USD MILLION)115
9.2CUSTOMER EXPERIENCE MANAGEMENT115
9.2.1CUSTOMER EXPERIENCE ANALYTICS AGGREGATES CUSTOMER INTERACTIONS, TRANSACTIONS, AND FEEDBACK AND AGENT DATA115
TABLE 47CUSTOMER EXPERIENCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)115
TABLE 48CUSTOMER EXPERIENCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)116
9.3LOG MANAGEMENT116
9.3.1LOG MANAGEMENT ENABLES MANAGERS TO FORECAST COSTS AND TRACK PRODUCTIVITY116
TABLE 49LOG MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)116
TABLE 50LOG MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)117
9.4RISK AND COMPLIANCE MANAGEMENT117
9.4.1CONTACT CENTERS TO MAXIMIZE PAYMENTS WHILE BEING COMPLIANT TO RULES AND REGULATIONS117
TABLE 51RISK AND COMPLIANCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)117
TABLE 52RISK AND COMPLIANCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)118
9.5REAL-TIME MONITORING AND REPORTING118
9.5.1MONITORING AND ANALYZING CALLS IN REAL-TIME HELP IN TRACKING AGENT PERFORMANCE AND EFFECTIVENESS OF CONTACT CENTER OPERATIONS118
TABLE 53REAL-TIME MONITORING AND REPORTING: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)118
TABLE 54REAL-TIME MONITORING AND REPORTING: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)119
9.6WORKFORCE OPTIMIZATION119
9.6.1WFO IS ESSENTIAL FOR PROVIDING AGENTS WITH THE RIGHT TRAINING
AND KNOWLEDGE119
TABLE 55WORKFORCE OPTIMIZATION: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2016–2021 (USD MILLION)119
TABLE 56WORKFORCE OPTIMIZATION: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2022–2027 (USD MILLION)120
9.7AUTOMATIC CALL DISTRIBUTOR120
9.7.1ACD ACQUIRES USAGE DATA, SUCH AS THE TOTAL NUMBER OF CALLS, TIME SPENT ON EACH CALL, AND WAITING TIME120
TABLE 57AUTOMATIC CALL DISTRIBUTOR: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2016–2021 (USD MILLION)120
TABLE 58AUTOMATIC CALL DISTRIBUTOR: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2022–2027 (USD MILLION)121
9.8OTHER APPLICATIONS121
TABLE 59OTHER APPLICATIONS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)121
TABLE 60OTHER APPLICATIONS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)122
10CONTACT CENTER ANALYTICS MARKET, BY VERTICAL123
10.1INTRODUCTION124
10.1.1VERTICALS: CONTACT CENTER ANALYTICS MARKET DRIVERS124
10.1.2VERTICALS: COVID-19 IMPACT125
FIGURE 31ENERGY AND UTILITIES VERTICAL EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD125
TABLE 61CONTACT CENTER ANALYTICS MARKET, BY VERTICAL,
2016–2021 (USD MILLION)126
TABLE 62CONTACT CENTER ANALYTICS MARKET, BY VERTICAL,
2022–2027 (USD MILLION)126
10.2BANKING, FINANCIAL SERVICES, AND INSURANCE127
10.2.1CONTACT CENTER SOLUTIONS ENABLE BFSI COMPANIES TO MONITOR, MANAGE, AND ASSIST REMOTE AGENTS’ SELLING AND EARNING INCENTIVES127
TABLE 63BFSI: CONTACT CENTER ANALYTICS MARKET, BY REGION,
2016–2021 (USD MILLION)127
TABLE 64BFSI: CONTACT CENTER ANALYTICS MARKET, BY REGION,
2022–2027 (USD MILLION)127
10.3HEALTHCARE AND LIFE SCIENCES128
10.3.1HEALTHCARE CONTACT CENTERS TO COMPLY WITH REGULATORY AND LEGAL REQUIREMENTS BY MEASURING CONTACT CENTER OPERATIONS AND PERFORMANCE128
TABLE 65HEALTHCARE AND LIFE SCIENCES: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2016–2021 (USD MILLION)128
TABLE 66HEALTHCARE AND LIFE SCIENCES: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2022–2027 (USD MILLION)128
10.4MANUFACTURING129
10.4.1CONTACT CENTER ANALYTICS HELPS MANUFACTURING COMPANIES TO ANALYZE CALLS FROM SUPPLIERS AND CHANNEL PARTNERS IN REAL-TIME129
TABLE 67MANUFACTURING: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)129
TABLE 68MANUFACTURING: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)129
10.5RETAIL AND CONSUMER GOODS130
10.5.1COMPANIES CAN PROACTIVELY CONNECT WITH CUSTOMERS USING CONTACT CENTER ANALYTICS SOLUTIONS130
TABLE 69RETAIL AND CONSUMER GOODS: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2016–2021 (USD MILLION)130
TABLE 70RETAIL AND CONSUMER GOODS: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2022–2027 (USD MILLION)130
10.6ENERGY AND UTILITIES131
10.6.1CONTACT CENTER SOLUTIONS USED BY PETROLEUM COMPANIES TO COACH AND TRAIN THEIR EMPLOYEES131
TABLE 71ENERGY AND UTILITIES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)131
TABLE 72ENERGY AND UTILITIES: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)131
10.7TELECOM AND IT132
10.7.1DEPLOYING CONTACT CENTER ANALYTICS SOLUTIONS HAS INCREASED THE NUMBER OF PARTNERSHIPS OF TELECOM COMPANIES WITH OTT PLATFORM PROVIDERS132
TABLE 73TELECOM AND IT: CONTACT CENTER ANALYTICS MARKET, BY REGION,
2016–2021 (USD MILLION)132
TABLE 74TELECOM AND IT: CONTACT CENTER ANALYTICS MARKET, BY REGION,
2022–2027 (USD MILLION)133
10.8TRAVEL AND HOSPITALITY133
10.8.1TRAVEL AND HOSPITALITY COMPANIES CAPTURING CUSTOMER DATA USING SPEECH AND TEXT ANALYTICS133
TABLE 75TRAVEL AND HOSPITALITY: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2016–2021 (USD MILLION)133
TABLE 76TRAVEL AND HOSPITALITY: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2022–2027 (USD MILLION)134
10.9GOVERNMENT AND PUBLIC SECTOR134
10.9.1CONTACT CENTER SOLUTIONS ENABLE GOVERNMENT AGENCIES TO MINIMIZE LOSSES AND OPTIMIZE GOVERNMENT’S EFFICIENCY134
TABLE 77GOVERNMENT AND PUBLIC SECTOR: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)135
TABLE 78GOVERNMENT AND PUBLIC SECTOR: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)135
10.10OTHER VERTICALS135
TABLE 79OTHER VERTICALS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)136
TABLE 80OTHER VERTICALS: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)136
11CONTACT CENTER ANALYTICS MARKET, BY REGION137
11.1INTRODUCTION138
11.1.1REGION: COVID-19 IMPACT138
FIGURE 32INDIA EXPECTED TO ACCOUNT FOR THE HIGHEST CAGR DURING THE FORECAST PERIOD139
FIGURE 33ASIA PACIFIC EXPECTED TO ACCOUNT FOR THE HIGHEST CAGR THE DURING FORECAST PERIOD140
TABLE 81CONTACT CENTER ANALYTICS MARKET, BY REGION,
2016–2021 (USD MILLION)140
TABLE 82CONTACT CENTER ANALYTICS MARKET, BY REGION,
2022–2027 (USD MILLION)140
11.2NORTH AMERICA141
11.2.1NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET DRIVERS141
TABLE 83NORTH AMERICA: PROMINENT PLAYERS141
FIGURE 34NORTH AMERICA: MARKET SNAPSHOT142
TABLE 84NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)142
TABLE 85NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)143
TABLE 86NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016–2021 (USD MILLION)143
TABLE 87NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022–2027 (USD MILLION)143
TABLE 88NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016–2021 (USD MILLION)144
TABLE 89NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICES, 2022–2027 (USD MILLION)144
TABLE 90NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016–2021 (USD MILLION)144
TABLE 91NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022–2027 (USD MILLION)145
TABLE 92NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)145
TABLE 93NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)145
TABLE 94NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)146
TABLE 95NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)146
TABLE 96NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)146
TABLE 97NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)147
TABLE 98NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2016–2021 (USD MILLION)147
TABLE 99NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2022–2027 (USD MILLION)147
11.2.2UNITED STATES148
11.2.2.1Companies spend more on AI, ML, and NLP-enabled cloud contact center solutions148
11.2.3CANADA148
11.2.3.1Presence of knowledgeable and skilled workforce persuading the US companies to set up their contact centers in Canada148
11.3EUROPE148
11.3.1EUROPE: CONTACT CENTER ANALYTICS MARKET DRIVERS149
TABLE 100EUROPE: PROMINENT PLAYERS149
TABLE 101EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT,
2016–2021 (USD MILLION)149
TABLE 102EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT,
2022–2027 (USD MILLION)149
TABLE 103EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE,
2016–2021 (USD MILLION)150
TABLE 104EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE,
2022–2027 (USD MILLION)150
TABLE 105EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SERVICES,
2016–2021 (USD MILLION)150
TABLE 106EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SERVICES,
2022–2027 (USD MILLION)151
TABLE 107EUROPE: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION,
2016–2021 (USD MILLION)151
TABLE 108EUROPE: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION,
2022–2027 (USD MILLION)151
TABLE 109EUROPE: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)152
TABLE 110EUROPE: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)152
TABLE 111EUROPE: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)152
TABLE 112EUROPE: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)152
TABLE 113EUROPE: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL,
2016–2021 (USD MILLION)153
TABLE 114EUROPE: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL,
2022–2027 (USD MILLION)153
TABLE 115EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY,
2016–2021 (USD MILLION)154
TABLE 116EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY,
2022–2027 (USD MILLION)154
11.3.2UNITED KINGDOM154
11.3.2.1Companies in the UK constantly adopting contact center solutions to increase customers’ lifetime value and customer satisfaction154
11.3.3GERMANY155
11.3.3.1German manufacturing and telecom companies adopting contact center solutions to improve contact center processes155
11.3.4FRANCE155
11.3.4.1French Government to invest more in cloud-based advanced technologies155
11.3.5REST OF EUROPE155
11.4ASIA PACIFIC155
11.4.1ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET DRIVERS156
TABLE 117ASIA PACIFIC: PROMINENT PLAYERS156
FIGURE 35ASIA PACIFIC: MARKET SNAPSHOT157
TABLE 118ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)157
TABLE 119ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)158
TABLE 120ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE,
2016–2021 (USD MILLION)158
TABLE 121ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE,
2022–2027 (USD MILLION)158
TABLE 122ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SERVICES,
2016–2021 (USD MILLION)159
TABLE 123ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SERVICES,
2022–2027 (USD MILLION)159
TABLE 124ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016–2021 (USD MILLION)159
TABLE 125ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022–2027 (USD MILLION)160
TABLE 126ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)160
TABLE 127ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)160
TABLE 128ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)161
TABLE 129ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)161
TABLE 130ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL,
2016–2021 (USD MILLION)161
TABLE 131ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL,
2022–2027 (USD MILLION)162
TABLE 132ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY,
2016–2021 (USD MILLION)162
TABLE 133ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY,
2022–2027 (USD MILLION)162
11.4.2CHINA163
11.4.2.1Chinese citizens are moving from traditional communication to the usage of chat and social media for interacting with their vendors163
11.4.3JAPAN163
11.4.3.1Strong technology infrastructure and the presence of tech-savvy workforce163
11.4.4INDIA163
11.4.4.1Enterprise spending on business process outsourcing (BPO) services163
11.4.5REST OF ASIA PACIFIC164
11.5MIDDLE EAST & AFRICA164
11.5.1MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET DRIVERS164
TABLE 134MIDDLE EAST & AFRICA: PROMINENT PLAYERS165
TABLE 135MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY COMPONENT, 2016–2021 (USD MILLION)165
TABLE 136MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY COMPONENT, 2022–2027 (USD MILLION)165
TABLE 137MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY SOFTWARE, 2016–2021 (USD MILLION)166
TABLE 138MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY SOFTWARE, 2022–2027 (USD MILLION)166
TABLE 139MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY SERVICES, 2016–2021 (USD MILLION)166
TABLE 140MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY SERVICES, 2022–2027 (USD MILLION)167
TABLE 141MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY APPLICATION, 2016–2021 (USD MILLION)167
TABLE 142MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY APPLICATION, 2022–2027 (USD MILLION)167
TABLE 143MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)168
TABLE 144MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)168
TABLE 145MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)168
TABLE 146MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)168
TABLE 147MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY VERTICAL, 2016–2021 (USD MILLION)169
TABLE 148MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY VERTICAL, 2022–2027 (USD MILLION)169
TABLE 149MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY COUNTRY, 2016–2021 (USD MILLION)170
TABLE 150MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY COUNTRY, 2022–2027 (USD MILLION)170
11.5.2UNITED ARAB EMIRATES170
11.5.2.1Increasing demand for omnichannel communication and workforce management170
11.5.3SAUDI ARABIA171
11.5.3.1Adoption of contact center solutions helping businesses expand their enterprise service portfolios and enhance user experiences171
11.5.4REST OF MIDDLE EAST & AFRICA171
11.6LATIN AMERICA171
11.6.1LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET DRIVERS172
TABLE 151LATIN AMERICA: PROMINENT PLAYERS172
TABLE 152LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)172
TABLE 153LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)172
TABLE 154LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2016–2021 (USD MILLION)173
TABLE 155LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022–2027 (USD MILLION)173
TABLE 156LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2016–2021 (USD MILLION)173
TABLE 157LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022–2027 (USD MILLION)174
TABLE 158LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016–2021 (USD MILLION)174
TABLE 159LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022–2027 (USD MILLION)174
TABLE 160LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)175
TABLE 161LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)175
TABLE 162LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)175
TABLE 163LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)175
TABLE 164LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)176
TABLE 165LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)176
TABLE 166LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2016–2021 (USD MILLION)177
TABLE 167LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY, 2022–2027 (USD MILLION)177
11.6.2BRAZIL177
11.6.2.1US-based contact center organizations are increasing their presence in the country to cater to the rising demand for contact center solutions177
11.6.3MEXICO178
11.6.3.1Businesses using contact center solutions to connect with customers178
11.6.4REST OF LATIN AMERICA178
12COMPETITIVE LANDSCAPE179
12.1OVERVIEW179
12.2KEY PLAYER STRATEGIES179
TABLE 168OVERVIEW OF STRATEGIES DEPLOYED BY KEY PLAYERS IN THE CONTACT CENTER ANALYTICS MARKET179
12.3REVENUE ANALYSIS180
FIGURE 36REVENUE ANALYSIS FOR KEY COMPANIES IN THE PAST FIVE YEARS180
12.4MARKET SHARE ANALYSIS181
FIGURE 37CONTACT CENTER ANALYTICS MARKET: MARKET SHARE ANALYSIS, 2022181
TABLE 169CONTACT CENTER ANALYTICS MARKET: DEGREE OF COMPETITION182
12.5COMPETITIVE BENCHMARKING182
TABLE 170COMPANY TOP 3 APPLICATION FOOTPRINTS182
TABLE 171COMPANY REGIONAL FOOTPRINT183
12.6COMPANY EVALUATION QUADRANT184
12.6.1STARS184
12.6.2EMERGING LEADERS184
12.6.3PERVASIVE PLAYERS184
12.6.4PARTICIPANTS184
FIGURE 38KEY CONTACT CENTER ANALYTICS MARKET PLAYERS, COMPANY EVALUATION MATRIX, 2022185
12.7STARTUP/SME EVALUATION QUADRANT186
12.7.1PROGRESSIVE COMPANIES186
12.7.2RESPONSIVE COMPANIES186
12.7.3DYNAMIC COMPANIES186
12.7.4STARTING BLOCKS186
FIGURE 39STARTUP/SME CONTACT CENTER ANALYTICS MARKET EVALUATION MATRIX, 2021187
12.8COMPETITIVE SCENARIO187
12.8.1PRODUCT LAUNCHES187
TABLE 172PRODUCT LAUNCHES, 2021–2022188
12.8.2DEALS190
TABLE 173DEALS, 2021–2022

Report Title: Contact Center Analytics Market by Component (Software and Services), Deployment Mode, Organization Size, Application (Automatic Call Distributor, Risk and Compliance Management, and Workforce Optimization), Vertical and Region - Global Forecast to 2027


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