Contact Center Analytics Market Report

Global and Region Contact Center Analytics Market Demand & Opportunity Outlook 2022-2028

  • POSTDATE：Aug 01, 2022
  • PAGES：141
  • REPORT CODE：GMM956114
  • REPORT SUMMARY
  • TABLE OF CONTENTS

  • The contact center analytics platform involves integrating data from multiple customer channels and enterprise systems. Contact center analytics supports data integration, customer experience analytics, data analytics, performance measurement, and business intelligence analytics.

    North America is expected to dominate the contact center analytics market during the forecast period. The global Contact Center Analytics Market is projected to reach 2,399.1 million by 2026, growing at a CAGR of 16.1% from 2020 to 2026.

    The demand for better customer experience management solutions and proliferation of cloud computing are factors to drive the Contact Center Analytics market. In addition, the growing demand for speech and text analytics will also boost the development of the Contact Center Analytics market. However, the high cost of investment and consumer data privacy rules and regulations will hinder the market growth.

    The report details the trend, potential and market size of Contact Center Analytics market, and analyzes the current situation and prospects of the market from both qualitative and quantitative aspects, which can be roughly divided into three parts.

    The first part (Chapter1-7) mainly covers the qualitative analysis of Contact Center Analyticsmarket, defines the market attractiveness level of Contact Center Analytics market through Porter's Five Forces Analysis, and summarizes the different factors in the overall environment through PEST analysis. Understand the distribution of industrial chain value in each link of industrial chain through the analysis of industrial chain structure. Thus estimate the market space of each link.

    The second part (Chapter8-12), based on the segmentation of Contact Center Analytics industry, describes the types of Contact Center Analytics market, the applications of major players and the market size, and deeply analyzes the current situation of the global Contact Center Analytics market and the development prospects and opportunities of Contact Center Analytics industry.

    The third part (Chapter14-15) includes the market positions of the major players and information on the market participants, which will help you gain a comprehensive understanding of the current competitive situation and potential growth opportunities in the market.

    As COVID-19 continues to impact the global economy in 2022, the report also considers the short - and long-term impacts of COVID-19 on the global Contact Center Analytics market in Chapter 13.

    By Player:

    • Enghouse Interactive

    • SAP SE

    • Oracle Corporation

    • Genesys

    • Mitel Networks Corporation

    • Servion Global Solutions

    • Callminer

    • Genpact Limited

    By Type:

    • On-Premises

    • On-Demand

    By End-User:

    • Automatic Call Distributor

    • Log Management

    • Risk and Compliance Management

    • Real-time Monitoring and Reporting

    • Workforce Optimization

    • Customer Experience Management

    • Others applications

    By Geography:

    • United States

    • Europe

    • China

    • Japan

    • India

    • South Korea

  • TABLE OF CONTENT

    1 Introduction

    • 1.1 Market Definition

    • 1.2 Market Segment Analysis

    • 1.3 Market Size 2022

    • 1.4 Contact Center Analytics Market Outlook: Forecast for 2022 - 2028

    • 1.5 Pricing Analysis

    2 Executive Summary

    3 Contact Center Analytics Market Lineage Outlook

    • 3.1 Parent Market Outlook

    • 3.2 Related/Ancillary Market Outlook

    • 3.3 Penetration & Growth Prospect Mapping, 2022

    4 Market Analysis Tools: Porter's Five Forces

    • 4.1 Supplier Power

    • 4.2 Buyer Power

    • 4.3 Substitution Threat

    • 4.4 Threat of New Entrants

    • 4.5 Competitive Rivalry

    5 Contact Center Analytics Industry Analysis - PEST (Political & Legal, Economic, Social, and Technological)

    • 5.1 Political/Legal Landscape

    • 5.2 Economic Landscape

    • 5.3 Social Landscape

    • 5.4 Technology Landscape

    6 Contact Center Analytics Market - Value Chain Analysis

    • 6.1 Industry's Value Chain Analysis

    • 6.2 Product Life Cycle

    • 6.3 User Perspective Analysis

    7 Region and Country-wise Contact Center Analytics Market Analysis and Outlook to 2022

    • 7.1 Global Contact Center Analytics Consumption (2017-2022)

    • 7.2 United States Contact Center Analytics Consumption (2017-2022)

    • 7.3 Europe Contact Center Analytics Consumption (2017-2022)

    • 7.4 China Contact Center Analytics Consumption (2017-2022)

    • 7.5 Japan Contact Center Analytics Consumption (2017-2022)

    • 7.6 India Contact Center Analytics Consumption (2017-2022)

    • 7.7 South Korea Contact Center Analytics Consumption (2017-2022)

    8 Region and Country-wise Contact Center Analytics Market Analysis and Outlook to 2028

    • 8.1 Global Contact Center Analytics Consumption Forecast (2022-2028)

    • 8.2 United States Contact Center Analytics Consumption Forecast (2022-2028)

    • 8.3 Europe Contact Center Analytics Consumption Forecast (2022-2028)

    • 8.4 China Contact Center Analytics Consumption Forecast (2022-2028)

    • 8.5 Japan Contact Center Analytics Consumption Forecast (2022-2028)

    • 8.6 India Contact Center Analytics Consumption Forecast (2022-2028)

    • 8.7 South Korea Contact Center Analytics Consumption Forecast (2022-2028)

    9 Global Contact Center Analytics Market Outlook by Types and Applications to 2022

    • 9.1 Global Contact Center Analytics Consumption and Growth Rate by Type (2017-2022)

      • 9.1.1 Global On-Premises Consumption and Growth Rate (2017-2022)

      • 9.1.2 Global On-Demand Consumption and Growth Rate (2017-2022)

    • 9.2 Global Contact Center Analytics Consumption and Growth Rate by Application (2017-2022)

      • 9.2.1 Global Automatic Call Distributor Consumption and Growth Rate (2017-2022)

      • 9.2.2 Global Log Management Consumption and Growth Rate (2017-2022)

      • 9.2.3 Global Risk and Compliance Management Consumption and Growth Rate (2017-2022)

      • 9.2.4 Global Real-time Monitoring and Reporting Consumption and Growth Rate (2017-2022)

      • 9.2.5 Global Workforce Optimization Consumption and Growth Rate (2017-2022)

      • 9.2.6 Global Customer Experience Management Consumption and Growth Rate (2017-2022)

      • 9.2.7 Global Others applications Consumption and Growth Rate (2017-2022)

    10 Global Contact Center Analytics Market Outlook by Types and Applications to 2028

    • 10.1 Global Contact Center Analytics Consumption Forecast and Growth Rate by Type (2022-2028)

      • 10.1.1 Global On-Premises Consumption Forecast and Growth Rate (2022-2028)

      • 10.1.2 Global On-Demand Consumption Forecast and Growth Rate (2022-2028)

    • 10.2 Global Contact Center Analytics Consumption Forecast and Growth Rate by Application (2022-2028)

      • 10.2.1 Global Automatic Call Distributor Consumption Forecast and Growth Rate (2022-2028)

      • 10.2.2 Global Log Management Consumption Forecast and Growth Rate (2022-2028)

      • 10.2.3 Global Risk and Compliance Management Consumption Forecast and Growth Rate (2022-2028)

      • 10.2.4 Global Real-time Monitoring and Reporting Consumption Forecast and Growth Rate (2022-2028)

      • 10.2.5 Global Workforce Optimization Consumption Forecast and Growth Rate (2022-2028)

      • 10.2.6 Global Customer Experience Management Consumption Forecast and Growth Rate (2022-2028)

      • 10.2.7 Global Others applications Consumption Forecast and Growth Rate (2022-2028)

    11 Global Contact Center Analytics Import and Export Analysis (Top 5 Countries)

    • 11.1 Global Contact Center Analytics Import by Region (Top 5 Countries) (2017-2028)

    • 11.2 Global Contact Center Analytics Export by Region (Top 5 Countries) (2017-2028)

    12 Coronavirus Disease (COVID-19) Impact

    • 12.1 Industry Impact Analysis

    • 12.2 Contact Center Analytics Market Outlook to 2028 - COVID-19 Affected Forecasts

    13 Competition Matrix

    • 13.1 Target Markets

    • 13.2 Comprehensive Analysis of Products in Competitive Markets

    14 Global Contact Center Analytics Market Competitive Analysis

    • 14.1 Enghouse Interactive

      • 14.1.1 Enghouse Interactive Company Details

      • 14.1.2 Enghouse Interactive Contact Center Analytics Sales, Price, Value and Gross Profit (2017-2022)

      • 14.1.3 Enghouse Interactive Contact Center Analytics Product and Service

    • 14.2 SAP SE

      • 14.2.1 SAP SE Company Details

      • 14.2.2 SAP SE Contact Center Analytics Sales, Price, Value and Gross Profit (2017-2022)

      • 14.2.3 SAP SE Contact Center Analytics Product and Service

    • 14.3 Oracle Corporation

      • 14.3.1 Oracle Corporation Company Details

      • 14.3.2 Oracle Corporation Contact Center Analytics Sales, Price, Value and Gross Profit (2017-2022)

      • 14.3.3 Oracle Corporation Contact Center Analytics Product and Service

    • 14.4 Genesys

      • 14.4.1 Genesys Company Details

      • 14.4.2 Genesys Contact Center Analytics Sales, Price, Value and Gross Profit (2017-2022)

      • 14.4.3 Genesys Contact Center Analytics Product and Service

    • 14.5 Mitel Networks Corporation

      • 14.5.1 Mitel Networks Corporation Company Details

      • 14.5.2 Mitel Networks Corporation Contact Center Analytics Sales, Price, Value and Gross Profit (2017-2022)

      • 14.5.3 Mitel Networks Corporation Contact Center Analytics Product and Service

    • 14.6 Servion Global Solutions

      • 14.6.1 Servion Global Solutions Company Details

      • 14.6.2 Servion Global Solutions Contact Center Analytics Sales, Price, Value and Gross Profit (2017-2022)

      • 14.6.3 Servion Global Solutions Contact Center Analytics Product and Service

    • 14.7 Callminer

      • 14.7.1 Callminer Company Details

      • 14.7.2 Callminer Contact Center Analytics Sales, Price, Value and Gross Profit (2017-2022)

      • 14.7.3 Callminer Contact Center Analytics Product and Service

    • 14.8 Genpact Limited

      • 14.8.1 Genpact Limited Company Details

      • 14.8.2 Genpact Limited Contact Center Analytics Sales, Price, Value and Gross Profit (2017-2022)

      • 14.8.3 Genpact Limited Contact Center Analytics Product and Service

    15 Appendix


    TABLE OF CHARTS

    • Table Definition of Contact Center Analytics

    • Figure Contact Center Analytics Picture

    • Table Global Contact Center Analytics Market Size and Forecast 2022 - 2028 (USD million)

    • Figure Global Contact Center Analytics Market Size and Forecast 2022 - 2028 (USD million)

    • Figure Global Contact Center Analytics Market: Year-over-year Growth 2022 - 2028 (%)

    • Table Parent Market Analysis

    • Figure Parent Market Price

    • Table Related/Ancillary Market Outlook Analysis

    • Table Supplier Power Analysis

    • Table Buyer Power Analysis

    • Table Substitution Threat Analysis

    • Table Threat of New Entrants Analysis

    • Table Competitive Rivalry Analysis

    • Figure Global Contact Center Analytics Consumption by Country (2017-2022)

    • Figure United States Contact Center Analytics Consumption and Growth Rate (2017-2022)

    • Table Europe Contact Center Analytics Consumption and Growth Rate (2017-2022)

    • Figure China Contact Center Analytics Consumption and Growth Rate (2017-2022)

    • Figure Japan Contact Center Analytics Consumption and Growth Rate (2017-2022)

    • Figure India Contact Center Analytics Consumption and Growth Rate (2017-2022)

    • Figure South Korea Contact Center Analytics Consumption and Growth Rate (2017-2022)

    • Figure Global Contact Center Analytics Consumption Forecast by Country (2022-2028)

    • Figure United States Contact Center Analytics Consumption Forecast and Growth Rate (2022-2028)

    • Table Europe Contact Center Analytics Consumption Forecast and Growth Rate (2022-2028)

    • Figure China Contact Center Analytics Consumption Forecast and Growth Rate (2022-2028)

    • Figure Japan Contact Center Analytics Consumption Forecast and Growth Rate (2022-2028)

    • Figure India Contact Center Analytics Consumption Forecast and Growth Rate (2022-2028)

    • Figure South Korea Contact Center Analytics Consumption Forecast and Growth Rate (2022-2028)

    • Figure Global On-Premises Consumption and Growth Rate (2017-2022)

    • Figure Global On-Demand Consumption and Growth Rate (2017-2022)

    • Figure Global Automatic Call Distributor Consumption and Growth Rate (2017-2022)

    • Figure Global Log Management Consumption and Growth Rate (2017-2022)

    • Figure Global Risk and Compliance Management Consumption and Growth Rate (2017-2022)

    • Figure Global Real-time Monitoring and Reporting Consumption and Growth Rate (2017-2022)

    • Figure Global Workforce Optimization Consumption and Growth Rate (2017-2022)

    • Figure Global Customer Experience Management Consumption and Growth Rate (2017-2022)

    • Figure Global Others applications Consumption and Growth Rate (2017-2022)

    • Figure Global On-Premises Consumption Forecast and Growth Rate (2022-2028)

    • Figure Global On-Demand Consumption Forecast and Growth Rate (2022-2028)

    • Figure Global Automatic Call Distributor Consumption Forecast and Growth Rate (2022-2028)

    • Figure Global Log Management Consumption Forecast and Growth Rate (2022-2028)

    • Figure Global Risk and Compliance Management Consumption Forecast and Growth Rate (2022-2028)

    • Figure Global Real-time Monitoring and Reporting Consumption Forecast and Growth Rate (2022-2028)

    • Figure Global Workforce Optimization Consumption Forecast and Growth Rate (2022-2028)

    • Figure Global Customer Experience Management Consumption Forecast and Growth Rate (2022-2028)

    • Figure Global Others applications Consumption Forecast and Growth Rate (2022-2028)

    • Table Global Contact Center Analytics Import by Region (Top 5 Countries) (2017-2028)

    • Table Global Contact Center Analytics Export by Region (Top 5 Countries) (2017-2028)

    • Table Enghouse Interactive (Foundation Year, Company Profile and etc.)

    • Table Enghouse Interactive Contact Center Analytics Sales, Price, Value and Gross Profit (2017-2022)

    • Table Enghouse Interactive Contact Center Analytics Product and Service

    • Table SAP SE (Foundation Year, Company Profile and etc.)

    • Table SAP SE Contact Center Analytics Sales, Price, Value and Gross Profit (2017-2022)

    • Table SAP SE Contact Center Analytics Product and Service

    • Table Oracle Corporation (Foundation Year, Company Profile and etc.)

    • Table Oracle Corporation Contact Center Analytics Sales, Price, Value and Gross Profit (2017-2022)

    • Table Oracle Corporation Contact Center Analytics Product and Service

    • Table Genesys (Foundation Year, Company Profile and etc.)

    • Table Genesys Contact Center Analytics Sales, Price, Value and Gross Profit (2017-2022)

    • Table Genesys Contact Center Analytics Product and Service

    • Table Mitel Networks Corporation (Foundation Year, Company Profile and etc.)

    • Table Mitel Networks Corporation Contact Center Analytics Sales, Price, Value and Gross Profit (2017-2022)

    • Table Mitel Networks Corporation Contact Center Analytics Product and Service

    • Table Servion Global Solutions (Foundation Year, Company Profile and etc.)

    • Table Servion Global Solutions Contact Center Analytics Sales, Price, Value and Gross Profit (2017-2022)

    • Table Servion Global Solutions Contact Center Analytics Product and Service

    • Table Callminer (Foundation Year, Company Profile and etc.)

    • Table Callminer Contact Center Analytics Sales, Price, Value and Gross Profit (2017-2022)

    • Table Callminer Contact Center Analytics Product and Service

    • Table Genpact Limited (Foundation Year, Company Profile and etc.)

    • Table Genpact Limited Contact Center Analytics Sales, Price, Value and Gross Profit (2017-2022)

    • Table Genpact Limited Contact Center Analytics Product and Service


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