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Contact Center Analytics Market Snapshot (2022 to 2032)

[250 Pages Report] Newly-released Contact Center Analytics Market analysis report by Future Market Insights shows that global sales of the Contact Center Analytics Market in 2021 were held at US$ 1.2 Billion. With 16.2%, the projected market growth from 2022 to 2032 is expected to be slightly higher than the historical growth. BFSI is expected to be the highest revenue-generating segment, projected to grow at a CAGR of over 16% from 2022 to 2032.

Attributes Details
Contact Center Analytics Market Size (2022) US$ 1.5 Billion
Contact Center Analytics Market Size (2032) US$ 6.5 Billion
Contact Center Analytics Market CAGR (2022 to 2032) 16.2%
USA Market CAGR (2022 to 2032) 14.9%
Key Companies Covered
  • Oracle Corp
  • SAP SE
  • Verint Systems Inc
  • Mitel Networks Corp
  • Nice Ltd.
  • Genesys Telecommunications Laboratories, Inc.
  • Five9, Inc.
  • 8x8, Inc.
  • CallMiner
  • Servion Global Solutions
  • EdgeVerve Limited

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Revenue of Contact Center Analytics Market from 2017 to 2021 Compared to Demand Outlook for 2022 to 2032

As per the Global Contact Center Analytics Market research by Future Market Insights - a market research and competitive intelligence provider, historically, from 2017 to 2021, the market value of the Contact Center Analytics Market increased at around 19.1% CAGR. With an absolute dollar opportunity of US$ 5 Billion, the market is projected to reach a valuation of US$ 6.5 Billion by 2032.

The benefits it offers, including improved service quality and the ability to measure service indicators from worker performance, call wait times, customer satisfaction, and efficiency, can be ascribed to the contact centers' growing need for analytics. The increasing use of social media platforms is one of the key factors fuelling the demand for contact center analytics. Customer feedback given on social media platforms such as articles, blogs, and forums is analyzed using contact center analytics tools. Owing to this, businesses may review social media data in real time.

This creates a competitive advantage and enhances business operations. Additionally, it helps businesses understand user comments, particularly those made on social media in slang, jargon, and acronyms. It is projected that these factors will boost business demand for contact center analytics. It is projected that the growing demand for artificial intelligence-powered contact center solutions would create new opportunities for market growth. The ability of these solutions to provide actionable data cut operating costs, customize the customer experience, and increase customer agent efficiency, is projected to be the driving force for contact center analytics demand.

Which Factors Are Propelling Contact Center Analytics Demand?

To manage outgoing, inbound, and blended calls, web inquiries, chats, emails, and web inquiries, businesses equip their contact centers with strong analytics and software-based telephony technologies, such as APIs, ACDs, dialers, CTI, and Voice over Internet Protocol. Advanced analytics tools are also used, including VoIP, ACDs, APIs, dialers and VoIP, CTI, real-time monitoring and analytics, social media analytics, and data and speech analytics.

Through instantaneous client preference adaptation, these technologies enable organizations to provide a better, more consistent experience. By enabling contact centers to communicate with their clients over computers, software-based telephony solutions do away with the need for a conventional phone infrastructure.

These tools provide features such as analysis of the interaction between customers and agents, real-time monitoring for the purpose of providing tailored responses, as well as video enablement for face-to-face video calls, advanced analytics technologies benefit modern contact centers. These tools include customer analytics, text analytics, predictive analytics, and performance analytics. In the Cisco Contact Center Global Survey 2020, more than 80% of participants indicated that they preferred the incorporation of bots, data analytics, and AI robotic automation in contact center systems.

Contact center analytics solutions are widely employed in the IT and telecom sectors due to their strong business process automation capabilities. These systems also give IT and telecom personnel the ability to manage all phases of a service request and deal with all incoming client communications. These solutions also offer a number of benefits, including improved client happiness, decreased operating expenses, and corporate intelligence. These technologies are also used by IT and telecom companies to identify the factors influencing the experiences of their clients.

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Which factors restrain the Growth of the Contact Center Analytics Market?

Contact centers always encounter substantial issues with regard to data privacy and security due to the massive volume of sensitive customer data they store. Businesses were forced to respond with technologies created to identify suspicious calls in 2020 as a result of an alarming increase in call center fraud efforts. According to the 2021 State of Call Center Authentication survey, 57% of respondents preferred a thorough identification process before accepting calls.

Call validation becomes essential in light of security concerns. Customers may become irritated as a result, which could harm their overall satisfaction. IVAs, also known as intelligent IVRs, are being created to address this issue and provide several levels of security for user authentication. Future privacy and security concerns can be reduced by offering options for choosing trustworthy and privacy-compliant contact center solution providers.

The majority of firms, especially small and medium-sized businesses, with limited resources, find it difficult to install analytics solutions and provide financing for a specialized analytics workforce as the initial setup cost for analytics solutions can be significant. Smaller businesses are also constrained in their adoption of reliable PRI phone systems as they cannot afford the high implementation and upgrade expenses, pricey monthly phone services, and participation of long-term contracts with traditional telecom carriers for local and long-distance calling. The viability of cloud-based analytics solutions for organizations with constrained resources will rely on the organization's business model and level of cloud readiness.

Region-wise Insights

Which Region is projected to Offer the Largest Contact Center Analytics Market Opportunity?

During the projection period, the Contact Center Analytics Market in North America is projected to lead throughout the analysis period. A large number of existing and upcoming contact centers in the region are the primary factors driving the regional contact center analytics market.

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Country-wise Analysis

Which Country Lies at the Centerstage for Contact Center Analytics Market Revenue?

The USA is expected to account for the highest market of US$ 2 Billion by the end of 2032. Also, the market in the country is projected to account for an absolute dollar growth of US$ 1.5 Billion. According to a government assessment, the federal government's budget for civilian IT in 2019 was US$ 45 Billion.

The USA businesses are embracing hosted unified communication-as-a-service, which are managed by independent contractors using subscription-based packages that enable customers to purchase U.C. licenses and activate them as required. Additionally, the cost-effective services and quicker product development cycles offered by smaller providers may be advantageous to SMEs. Due to this, there is an increase in demand for cloud-based services which is also influencing the demand for Contact Center Analytics Market.

Category-wise Insights

Why BFSI is projected to Witness the Fastest Growth among Contact Center Analytics End Use?

Market revenue through BFSI is forecasted to grow at a CAGR of over 16.0% from 2022 to 2032. The market expansion may be connected to the increasing need for contact centers among banks, financial institutions, credit unions, and other organizations to improve their customer experience. According to Deloitte, a significant portion nearly 26% of all contact centers used globally in 2019 were used for financial services. The two benefits that contact center analytics offers to BFSI businesses are reduced operational costs and greater call center volumes are the key growth drivers.

The market is estimated to expand over the course of the projected period as a result of the BFSI organizations' rising demand for speech analytics. Speech analytics helps banks prevent customer churn by analyzing and monitoring client interactions. Owing to their advantages, speech analytics is being used by several banks to enhance the client experience. For instance, in November 2020, the provider of speech analytics solutions CallMiner stated that African Bank had selected the CallMiner Eureka platform to collect data from voice-based client engagements. This project has helped the bank to boost its digital transformation activities.

Competitive Analysis

Players in the market are constantly developing improved analytical solutions as well as extending their product offerings. The companies in Contact Center Analytics market are focused on alliances, technology collaborations, and product launch strategies.

Some of the recent developments of key Contact Center Analytics providers are as follows:

  • In January 2020, Microsoft announced its partnership with Genesys. After working together, the companies intended to launch Genesys Engage for Azure, a cloud service that would give contact centers a unified customer experience solution. Businesses will benefit from the new omnichannel customer experience solution by having a smoother shopping experience.
  • In October 2019, Cisco bought Cloud Cherry with success by utilizing the potential of cloud data analytics to enhance real-time client interaction.

Similarly, recent developments related to companies in Contact Center Analytics Market have been tracked by the team at Future Market Insights, which are available in the full report.

Contact Center Analytics Market Segmentation

By Solution:

  • Cross-channel Analytics
  • Performance Analytics
  • Predictive Analytics
  • Speech Analytics
  • Text Analytics

By Service:

  • Integration & Deployment
  • Support & Maintenance
  • Training & Consulting
  • Managed Services

By Deployment:

  • Hosted
  • On-premise

By Enterprise Size:

  • Large Enterprises
  • Small & Medium Enterprises

By Application:

  • Automatic Call Distributor
  • Customer Experience Management
  • Log Management
  • Real-time Monitoring & Reporting
  • Risk & Compliance Management
  • Workforce Optimization
  • Others

By End Use:

  • BFSI
  • Consumer Goods & Retail
  • Healthcare
  • IT & Telecom
  • Travel & Hospitality
  • Others

By Region:

  • North America
  • Latin America
  • Europe
  • Asia-Pacific (APAC)
  • Middle East and Africa (MEA)

Frequently Asked Questions

How much is the current worth of the Contact Center Analytics Market?

The global Contact Center Analytics Market is worth more than US$ 1.5 Billion at present.

What is the sales forecast for Contact Center Analytics Market?

The value of Contact Center Analytics Market is projected to increase at a CAGR of around 16.2% from 2022 to 2032.

What was the last 5 year’s market CAGR?

The value of Contact Center Analytics Market increased at a CAGR of around 19.1% from 2017 to 2021.

What are the key Contact Center Analytics Market Trends?

The demand for contact center analytics in BFSI has increased tremendously, which is a prominent market trend.

At what percentage is sales of Contact Center Analytics Market going to register growth in USA?

The growth of the Contact Center Analytics market in the US is projected to expand at a CAGR of around 14.9% from 2022 to 2032.

At what percentage is sales of Contact Center Analytics Market going to register growth in China?

The growth of market for Contact Center Analytics in China is projected to expand at a CAGR of around 17.2% from 2022 to 2032.

What do statistics for South Korea and Japan reveal?

While the market in South Korea is expected to grow at nearly 16.6%, the market in Japan is projected to register a CAGR of nearly 15.6% from 2022 to 2032.

Table of Content

1. Executive Summary | Contact Center Analytics Market

    1.1. Global Market Outlook

    1.2. Demand-side Trends

    1.3. Supply-side Trends

    1.4. Technology Roadmap Analysis

    1.5. Analysis and Recommendations

2. Market Overview

    2.1. Market Coverage / Taxonomy

    2.2. Market Definition / Scope / Limitations

3. Market Background

    3.1. Market Dynamics

        3.1.1. Drivers

        3.1.2. Restraints

        3.1.3. Opportunity

        3.1.4. Trends

    3.2. Scenario Forecast

        3.2.1. Demand in Optimistic Scenario

        3.2.2. Demand in Likely Scenario

        3.2.3. Demand in Conservative Scenario

    3.3. Opportunity Map Analysis

    3.4. Investment Feasibility Matrix

    3.5. PESTLE and Porter’s Analysis

    3.6. Regulatory Landscape

        3.6.1. By Key Regions

        3.6.2. By Key Countries

    3.7. Regional Parent Market Outlook

4. Global Market Analysis 2017 to 2021 and Forecast, 2022 to 2032

    4.1. Historical Market Size Value (US$ Million) Analysis, 2017 to 2021

    4.2. Current and Future Market Size Value (US$ Million) Projections, 2022 to 2032

        4.2.1. Y-o-Y Growth Trend Analysis

        4.2.2. Absolute $ Opportunity Analysis

5. Global Market Analysis 2017 to 2021 and Forecast 2022 to 2032, By Solution

    5.1. Introduction / Key Findings

    5.2. Historical Market Size Value (US$ Million) Analysis By Solution, 2017 to 2021

    5.3. Current and Future Market Size Value (US$ Million) Analysis and Forecast By Solution, 2022 to 2032

        5.3.1. Cross-channel Analytics

        5.3.2. Performance Analytics

        5.3.3. Predictive Analytics

        5.3.4. Speech Analytics

        5.3.5. Text Analytics

    5.4. Y-o-Y Growth Trend Analysis By Solution, 2017 to 2021

    5.5. Absolute $ Opportunity Analysis By Solution, 2022 to 2032

6. Global Market Analysis 2017 to 2021 and Forecast 2022 to 2032, By Service 

    6.1. Introduction / Key Findings

    6.2. Historical Market Size Value (US$ Million) Analysis By Service, 2017 to 2021

    6.3. Current and Future Market Size Value (US$ Million) Analysis and Forecast By Service, 2022 to 2032

        6.3.1. Integration & Deployment

        6.3.2. Support & Maintenance

        6.3.3. Training & Consulting

        6.3.4. Managed Services

    6.4. Y-o-Y Growth Trend Analysis By Service, 2017 to 2021

    6.5. Absolute $ Opportunity Analysis By Service, 2022 to 2032

7. Global Market Analysis 2017 to 2021 and Forecast 2022 to 2032, By Deployment

    7.1. Introduction / Key Findings

    7.2. Historical Market Size Value (US$ Million) Analysis By Deployment, 2017 to 2021

    7.3. Current and Future Market Size Value (US$ Million) Analysis and Forecast By Deployment, 2022 to 2032

        7.3.1. Hosted

        7.3.2. On-premise

    7.4. Y-o-Y Growth Trend Analysis By Deployment, 2017 to 2021

    7.5. Absolute $ Opportunity Analysis By Deployment, 2022 to 2032

8. Global Market Analysis 2017 to 2021 and Forecast 2022 to 2032, By Enterprise Size

    8.1. Introduction / Key Findings

    8.2. Historical Market Size Value (US$ Million) Analysis By Enterprise Size, 2017 to 2021

    8.3. Current and Future Market Size Value (US$ Million) Analysis and Forecast By Enterprise Size, 2022 to 2032

        8.3.1. Large Enterprises

        8.3.2. Small & Medium Enterprises

    8.4. Y-o-Y Growth Trend Analysis By Enterprise Size, 2017 to 2021

    8.5. Absolute $ Opportunity Analysis By Enterprise Size, 2022 to 2032

9. Global Market Analysis 2017 to 2021 and Forecast 2022 to 2032, By Application

    9.1. Introduction / Key Findings

    9.2. Historical Market Size Value (US$ Million) Analysis By Application, 2017 to 2021

    9.3. Current and Future Market Size Value (US$ Million) Analysis and Forecast By Application, 2022 to 2032

        9.3.1. Automatic Call Distributor

        9.3.2. Customer Experience Management

        9.3.3. Log Management

        9.3.4. Real-time Monitoring & Reporting

        9.3.5. Risk & Compliance Management

        9.3.6. Workforce Optimization

        9.3.7. Others

    9.4. Y-o-Y Growth Trend Analysis By Application, 2017 to 2021

    9.5. Absolute $ Opportunity Analysis By Application, 2022 to 2032

10. Global Market Analysis 2017 to 2021 and Forecast 2022 to 2032, By End Use

    10.1. Introduction / Key Findings

    10.2. Historical Market Size Value (US$ Million) Analysis By End Use, 2017 to 2021

    10.3. Current and Future Market Size Value (US$ Million) Analysis and Forecast By End Use, 2022 to 2032

        10.3.1. BFSI

        10.3.2. Consumer Goods & Retail

        10.3.3. Government

        10.3.4. Healthcare

        10.3.5. IT & Telecom

        10.3.6. Travel & Hospitality

        10.3.7. Others

    10.4. Y-o-Y Growth Trend Analysis By End Use, 2017 to 2021

    10.5. Absolute $ Opportunity Analysis By End Use, 2022 to 2032

11. Global Market Analysis 2017 to 2021 and Forecast 2022 to 2032, By Region

    11.1. Introduction

    11.2. Historical Market Size Value (US$ Million) Analysis By Region, 2017 to 2021

    11.3. Current Market Size Value (US$ Million) Analysis and Forecast By Region, 2022 to 2032

        11.3.1. North America

        11.3.2. Latin America

        11.3.3. Europe

        11.3.4. Asia Pacific

        11.3.5. Middle East and Africa (MEA)

    11.4. Market Attractiveness Analysis By Region

12. North America Market Analysis 2017 to 2021 and Forecast 2022 to 2032, By Country

    12.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2017 to 2021

    12.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2022 to 2032

        12.2.1. By Country

            12.2.1.1. United States of America

            12.2.1.2. Canada

        12.2.2. By Solution

        12.2.3. By Service

        12.2.4. By Deployment

        12.2.5. By Enterprise Size

        12.2.6. By Application

        12.2.7. By End Use

    12.3. Market Attractiveness Analysis

        12.3.1. By Country

        12.3.2. By Solution

        12.3.3. By Service

        12.3.4. By Deployment

        12.3.5. By Enterprise Size

        12.3.6. By Application

        12.3.7. By End Use

    12.4. Key Takeaways

13. Latin America Market Analysis 2017 to 2021 and Forecast 2022 to 2032, By Country

    13.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2017 to 2021

    13.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2022 to 2032

        13.2.1. By Country

            13.2.1.1. Brazil

            13.2.1.2. Mexico

            13.2.1.3. Rest of Latin America

        13.2.2. By Solution

        13.2.3. By Service

        13.2.4. By Deployment

        13.2.5. By Enterprise Size

        13.2.6. By Application

        13.2.7. By End Use

    13.3. Market Attractiveness Analysis

        13.3.1. By Country

        13.3.2. By Solution

        13.3.3. By Service

        13.3.4. By Deployment

        13.3.5. By Enterprise Size

        13.3.6. By Application

        13.3.7. By End Use

    13.4. Key Takeaways

14. Europe Market Analysis 2017 to 2021 and Forecast 2022 to 2032, By Country

    14.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2017 to 2021

    14.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2022 to 2032

        14.2.1. By Country

            14.2.1.1. Germany

            14.2.1.2. United Kingdom

            14.2.1.3. France

            14.2.1.4. Spain

            14.2.1.5. Italy

            14.2.1.6. Rest of Europe

        14.2.2. By Solution

        14.2.3. By Service

        14.2.4. By Deployment

        14.2.5. By Enterprise Size

        14.2.6. By Application

        14.2.7. By End Use

    14.3. Market Attractiveness Analysis

        14.3.1. By Country

        14.3.2. By Solution

        14.3.3. By Service

        14.3.4. By Deployment

        14.3.5. By Enterprise Size

        14.3.6. By Application

        14.3.7. By End Use

    14.4. Key Takeaways

15. Asia Pacific Market Analysis 2017 to 2021 and Forecast 2022 to 2032, By Country

    15.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2017 to 2021

    15.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2022 to 2032

        15.2.1. By Country

            15.2.1.1. China

            15.2.1.2. Japan

            15.2.1.3. South Korea

            15.2.1.4. India

            15.2.1.5. Malaysia

            15.2.1.6. Singapore

            15.2.1.7. Australia

            15.2.1.8. New Zealand

            15.2.1.9. Rest of APAC

        15.2.2. By Solution

        15.2.3. By Service

        15.2.4. By Deployment

        15.2.5. By Enterprise Size

        15.2.6. By Application

        15.2.7. By End Use

    15.3. Market Attractiveness Analysis

        15.3.1. By Country

        15.3.2. By Solution

        15.3.3. By Service

        15.3.4. By Deployment

        15.3.5. By Enterprise Size

        15.3.6. By Application

        15.3.7. By End Use

    15.4. Key Takeaways

16. MEA Market Analysis 2017 to 2021 and Forecast 2022 to 2032, By Country

    16.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2017 to 2021

    16.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2022 to 2032

        16.2.1. By Country

            16.2.1.1. GCC Countries

            16.2.1.2. South Africa

            16.2.1.3. Israel

            16.2.1.4. Rest of MEA

        16.2.2. By Solution

        16.2.3. By Service

        16.2.4. By Deployment

        16.2.5. By Enterprise Size

        16.2.6. By Application

        16.2.7. By End Use

    16.3. Market Attractiveness Analysis

        16.3.1. By Country

        16.3.2. By Solution

        16.3.3. By Service

        16.3.4. By Deployment

        16.3.5. By Enterprise Size

        16.3.6. By Application

        16.3.7. By End Use

    16.4. Key Takeaways

17. Key Countries Market Analysis

    17.1. United States of America

        17.1.1. Pricing Analysis

        17.1.2. Market Share Analysis, 2021

            17.1.2.1. By Solution

            17.1.2.2. By Service

            17.1.2.3. By Deployment

            17.1.2.4. By Enterprise Size

            17.1.2.5. By Application

            17.1.2.6. By End Use

    17.2. Canada

        17.2.1. Pricing Analysis

        17.2.2. Market Share Analysis, 2021

            17.2.2.1. By Solution

            17.2.2.2. By Service

            17.2.2.3. By Deployment

            17.2.2.4. By Enterprise Size

            17.2.2.5. By Application

            17.2.2.6. By End Use

    17.3. Brazil

        17.3.1. Pricing Analysis

        17.3.2. Market Share Analysis, 2021

            17.3.2.1. By Solution

            17.3.2.2. By Service

            17.3.2.3. By Deployment

            17.3.2.4. By Enterprise Size

            17.3.2.5. By Application

            17.3.2.6. By End Use

    17.4. Mexico

        17.4.1. Pricing Analysis

        17.4.2. Market Share Analysis, 2021

            17.4.2.1. By Solution

            17.4.2.2. By Service

            17.4.2.3. By Deployment

            17.4.2.4. By Enterprise Size

            17.4.2.5. By Application

            17.4.2.6. By End Use

    17.5. Germany

        17.5.1. Pricing Analysis

        17.5.2. Market Share Analysis, 2021

            17.5.2.1. By Solution

            17.5.2.2. By Service

            17.5.2.3. By Deployment

            17.5.2.4. By Enterprise Size

            17.5.2.5. By Application

            17.5.2.6. By End Use

    17.6. United Kingdom

        17.6.1. Pricing Analysis

        17.6.2. Market Share Analysis, 2021

            17.6.2.1. By Solution

            17.6.2.2. By Service

            17.6.2.3. By Deployment

            17.6.2.4. By Enterprise Size

            17.6.2.5. By Application

            17.6.2.6. By End Use

    17.7. France

        17.7.1. Pricing Analysis

        17.7.2. Market Share Analysis, 2021

            17.7.2.1. By Solution

            17.7.2.2. By Service

            17.7.2.3. By Deployment

            17.7.2.4. By Enterprise Size

            17.7.2.5. By Application

            17.7.2.6. By End Use

    17.8. Spain

        17.8.1. Pricing Analysis

        17.8.2. Market Share Analysis, 2021

            17.8.2.1. By Solution

            17.8.2.2. By Service

            17.8.2.3. By Deployment

            17.8.2.4. By Enterprise Size

            17.8.2.5. By Application

            17.8.2.6. By End Use

    17.9. Italy

        17.9.1. Pricing Analysis

        17.9.2. Market Share Analysis, 2021

            17.9.2.1. By Solution

            17.9.2.2. By Service

            17.9.2.3. By Deployment

            17.9.2.4. By Enterprise Size

            17.9.2.5. By Application

            17.9.2.6. By End Use

    17.10. China

        17.10.1. Pricing Analysis

        17.10.2. Market Share Analysis, 2021

            17.10.2.1. By Solution

            17.10.2.2. By Service

            17.10.2.3. By Deployment

            17.10.2.4. By Enterprise Size

            17.10.2.5. By Application

            17.10.2.6. By End Use

    17.11. Japan

        17.11.1. Pricing Analysis

        17.11.2. Market Share Analysis, 2021

            17.11.2.1. By Solution

            17.11.2.2. By Service

            17.11.2.3. By Deployment

            17.11.2.4. By Enterprise Size

            17.11.2.5. By Application

            17.11.2.6. By End Use

    17.12. South Korea

        17.12.1. Pricing Analysis

        17.12.2. Market Share Analysis, 2021

            17.12.2.1. By Solution

            17.12.2.2. By Service

            17.12.2.3. By Deployment

            17.12.2.4. By Enterprise Size

            17.12.2.5. By Application

            17.12.2.6. By End Use

    17.13. Malaysia

        17.13.1. Pricing Analysis

        17.13.2. Market Share Analysis, 2021

            17.13.2.1. By Solution

            17.13.2.2. By Service

            17.13.2.3. By Deployment

            17.13.2.4. By Enterprise Size

            17.13.2.5. By Application

            17.13.2.6. By End Use

    17.14. Singapore

        17.14.1. Pricing Analysis

        17.14.2. Market Share Analysis, 2021

            17.14.2.1. By Solution

            17.14.2.2. By Service

            17.14.2.3. By Deployment

            17.14.2.4. By Enterprise Size

            17.14.2.5. By Application

            17.14.2.6. By End Use

    17.15. Australia

        17.15.1. Pricing Analysis

        17.15.2. Market Share Analysis, 2021

            17.15.2.1. By Solution

            17.15.2.2. By Service

            17.15.2.3. By Deployment

            17.15.2.4. By Enterprise Size

            17.15.2.5. By Application

            17.15.2.6. By End Use

    17.16. New Zealand

        17.16.1. Pricing Analysis

        17.16.2. Market Share Analysis, 2021

            17.16.2.1. By Solution

            17.16.2.2. By Service

            17.16.2.3. By Deployment

            17.16.2.4. By Enterprise Size

            17.16.2.5. By Application

            17.16.2.6. By End Use

    17.17. GCC Countries

        17.17.1. Pricing Analysis

        17.17.2. Market Share Analysis, 2021

            17.17.2.1. By Solution

            17.17.2.2. By Service

            17.17.2.3. By Deployment

            17.17.2.4. By Enterprise Size

            17.17.2.5. By Application

            17.17.2.6. By End Use

    17.18. South Africa

        17.18.1. Pricing Analysis

        17.18.2. Market Share Analysis, 2021

            17.18.2.1. By Solution

            17.18.2.2. By Service

            17.18.2.3. By Deployment

            17.18.2.4. By Enterprise Size

            17.18.2.5. By Application

            17.18.2.6. By End Use

    17.19. Israel

        17.19.1. Pricing Analysis

        17.19.2. Market Share Analysis, 2021

            17.19.2.1. By Solution

            17.19.2.2. By Service

            17.19.2.3. By Deployment

            17.19.2.4. By Enterprise Size

            17.19.2.5. By Application

            17.19.2.6. By End Use

18. Market Structure Analysis

    18.1. Competition Dashboard

    18.2. Competition Benchmarking

    18.3. Market Share Analysis of Top Players

        18.3.1. By Regional

        18.3.2. By Solution

        18.3.3. By Service

        18.3.4. By Deployment

        18.3.5. By Enterprise Size

        18.3.6. By Application

        18.3.7. By End Use

19. Competition Analysis

    19.1. Competition Deep Dive

        19.1.1. 8X8 Inc.

            19.1.1.1. Overview

            19.1.1.2. Product Portfolio

            19.1.1.3. Profitability by Market Segments

            19.1.1.4. Sales Footprint

            19.1.1.5. Strategy Overview

                19.1.1.5.1. Marketing Strategy

        19.1.2. CallMiner

            19.1.2.1. Overview

            19.1.2.2. Product Portfolio

            19.1.2.3. Profitability by Market Segments

            19.1.2.4. Sales Footprint

            19.1.2.5. Strategy Overview

                19.1.2.5.1. Marketing Strategy

        19.1.3. Cisco Systems, Inc.

            19.1.3.1. Overview

            19.1.3.2. Product Portfolio

            19.1.3.3. Profitability by Market Segments

            19.1.3.4. Sales Footprint

            19.1.3.5. Strategy Overview

                19.1.3.5.1. Marketing Strategy

        19.1.4. Enghouse Interactive

            19.1.4.1. Overview

            19.1.4.2. Product Portfolio

            19.1.4.3. Profitability by Market Segments

            19.1.4.4. Sales Footprint

            19.1.4.5. Strategy Overview

                19.1.4.5.1. Marketing Strategy

        19.1.5. Five9, Inc.

            19.1.5.1. Overview

            19.1.5.2. Product Portfolio

            19.1.5.3. Profitability by Market Segments

            19.1.5.4. Sales Footprint

            19.1.5.5. Strategy Overview

                19.1.5.5.1. Marketing Strategy

        19.1.6. Genesys

            19.1.6.1. Overview

            19.1.6.2. Product Portfolio

            19.1.6.3. Profitability by Market Segments

            19.1.6.4. Sales Footprint

            19.1.6.5. Strategy Overview

                19.1.6.5.1. Marketing Strategy

        19.1.7. Genpact Ltd.

            19.1.7.1. Overview

            19.1.7.2. Product Portfolio

            19.1.7.3. Profitability by Market Segments

            19.1.7.4. Sales Footprint

            19.1.7.5. Strategy Overview

                19.1.7.5.1. Marketing Strategy

        19.1.8. Mitel Networks Corp.

            19.1.8.1. Overview

            19.1.8.2. Product Portfolio

            19.1.8.3. Profitability by Market Segments

            19.1.8.4. Sales Footprint

            19.1.8.5. Strategy Overview

                19.1.8.5.1. Marketing Strategy

        19.1.9. Nice Ltd.

            19.1.9.1. Overview

            19.1.9.2. Product Portfolio

            19.1.9.3. Profitability by Market Segments

            19.1.9.4. Sales Footprint

            19.1.9.5. Strategy Overview

                19.1.9.5.1. Marketing Strategy

        19.1.10. Oracle Corp.

            19.1.10.1. Overview

            19.1.10.2. Product Portfolio

            19.1.10.3. Profitability by Market Segments

            19.1.10.4. Sales Footprint

            19.1.10.5. Strategy Overview

                19.1.10.5.1. Marketing Strategy

        19.1.11. SAP SE

            19.1.11.1. Overview

            19.1.11.2. Product Portfolio

            19.1.11.3. Profitability by Market Segments

            19.1.11.4. Sales Footprint

            19.1.11.5. Strategy Overview

                19.1.11.5.1. Marketing Strategy

        19.1.12. Verint Systems Inc.

            19.1.12.1. Overview

            19.1.12.2. Product Portfolio

            19.1.12.3. Profitability by Market Segments

            19.1.12.4. Sales Footprint

            19.1.12.5. Strategy Overview

                19.1.12.5.1. Marketing Strategy

20. Assumptions & Acronyms Used

21. Research Methodology

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