Contact Center Analytics Market by Component (Software and Services), Application (Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management) - Global Forecast to 2022

The contact center analytics market size is projected to grow from USD 709.5 Million in 2017 to USD 1,483.6 Million by 2022, at a Compound Annual Growth Rate (CAGR) of 15.9% during the forecast period. The base year considered for this report is 2016, and the forecast period is 2017–2022.

Objectives of the Study:

The main objective of this report is to define, describe, and forecast the global contact center analytics market, on the basis of components, deployment models, organization size, applications, industries, and regions. The report contains analysis of major factors influencing the growth of the market (drivers, restraints, opportunities, and challenges). It aims to analyze subsegments with respect to individual growth trends, prospects, and their contribution to the overall market. The report attempts to forecast the market size for five major regions: North America, Europe, Asia Pacific (APAC), Middle East and Africa (MEA), and Latin America. It contains key vendor profiles and comprehensively analyzes their core competencies. The report also tracks and analyzes competitive developments, including partnerships, acquisitions, and new product developments and launches in the market.

The research methodology used to estimate and forecast the market begins with data collection through secondary research on key vendors. The sources of secondary research include D&B Hoovers, Bloomberg Businessweek, and Factiva. The vendor offerings are taken into consideration to determine the market segmentation. The bottom-up procedure was employed to arrive at the overall market size of the global contact center analytics market from the revenue of the key players in the market. After arriving at the overall market size, the total market was split into several segments and subsegments, which were then verified through primary research by conducting extensive interviews with key personnel, such as chief officers (CMOs and CEOs), vice presidents (VPs), directors, and executives. The data triangulation and market breakdown procedures were employed to complete the overall market engineering process and to arrive at the exact statistics for all segments and subsegments. The breakdown of primary profiles is depicted in the following figure:

To know about the assumptions considered for the study, download the pdf brochure

The contact center analytics market comprises software and service providers, such as Cisco Systems, Inc. (US), Genpact Limited (Bermuda), Verint Systems Inc. (US), 8X8 Inc. (US), Genesys (US), Oracle Corporation (US), Mitel Networks Corporation (Canada), SAP SE (Germany), NICE Ltd. (Israel), Enghouse Interactive (US), Five9, Inc. (US), CallMiner (US), and Servion Global Solutions (India).

Key Target Audience:

• Contact Center solution providers
• Consulting companies
• Government agencies
• Investors and venture capitalists
• Value-added resellers
• Large, small, and medium-sized enterprises
• Third-party providers
• Consultants/consultancies/advisory firms
• Support and maintenance service providers
• Technology provider
• Telecom service providers

“Study answers several questions for the stakeholders, primarily which market segments to focus in the next two to five years for prioritizing the efforts and investments.”

Scope of the Report:

The research report categorizes the contact center analytics market to forecast revenues and analyzes the trends in each of the following subsegments:

By Component:

• Software
  • Speech Analytics
  • Cross-Channel Analytics
  • Predictive Analytics
  • Performance Analytics
  • Text Analytics
• Services

By Deployment Model:

• On-Premises
• On-Demand

BY Organization Size

• Large Enterprises
• Small and Medium-sized Enterprises

By Application:

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

By Industry:

• Healthcare and Life sciences
• Banking, Financial Services, and Insurance
• Manufacturing
• Retail and Consumer Goods
• Telecom and IT
• Energy and Utilities
• Government and Defense
• Travel and hospitality
• Academia and Research
• Other industries

By Region:

• North America
• Europe
• MEA
• APAC
• Latin America

Available Customizations:

With the given market data, MarketsandMarkets offers customizations as per the company’s specific requirements. The following customization options are available for the report:

Product Analysis:

Product matrix gives a detailed comparison of product portfolio for each company.

Geographic Analysis:

• Further breakdown of the North America Contact Center Analytics market
• Further breakdown of the Europe market
• Further breakdown of the APAC market
• Further breakdown of the MEA market
• Further breakdown of the Latin America market

Company Information:

Detailed profiling and analysis of additional market players

Table of Contents

1 Introduction (Page No. - 14)
    1.1 Objectives of the Study
    1.2 Market Definition
    1.3 Market Scope
    1.4 Years Considered for the Study
    1.5 Currency
    1.6 Stakeholders

2 Research Methodology (Page No. - 18)
    2.1 Research Data
           2.1.1 Secondary Data
           2.1.2 Primary Data
                    2.1.2.1 Breakdown of Primaries
                    2.1.2.2 Key Industry Insights
    2.2 Market Size Estimation
    2.3 Competitive Leadership Mapping Methodology
           2.3.1 Vendor Inclusion Criteria
    2.4 Research Assumptions
    2.5 Limitations

3 Executive Summary (Page No. - 26)

4 Premium Insights (Page No. - 31)
    4.1 Attractive Market Opportunities in the Contact Center Analytics Market
    4.2 Market Share Across Various Regions
    4.3 Market By Industry and Region
    4.4 Lifecycle Analysis, By Region, 2017

5 Market Overview and Industry Trends (Page No. - 35)
    5.1 Market Overview
           5.1.1 Introduction
           5.1.2 Market Dynamics
           5.1.3 Drivers
                    5.1.3.1 Demand for Better Customer Experience Management Solutions
                    5.1.3.2 Proliferation of Cloud Computing
                    5.1.3.3 Growing Demand for Speech and Text Analytics
                    5.1.3.4 Increased Compliance Requirements
           5.1.4 Restraints
                    5.1.4.1 High Cost of Investment
                    5.1.4.2 Consumer Data Privacy Rules and Regulations
           5.1.5 Opportunities
                    5.1.5.1 Social Media Analytics
                    5.1.5.2 Real-Time Monitoring and Analytics
                    5.1.5.3 Predictive Analytics
           5.1.6 Challenges
                    5.1.6.1 Lack of A Clear and Holistic Analytics Approach in Contact Centers
    5.2 Industry Trends
           5.2.1 Contact Center Analytics Use Cases
                    5.2.1.1 Use Case #1
                    5.2.1.2 Use Case #2
                    5.2.1.3 Use Case #3
                    5.2.1.4 Use Case #4
    5.3 Contact Center Analytics, Key Performance Indicators

6 Contact Center Analytics Market Analysis, By Component (Page No. - 44)
    6.1 Introduction
           6.1.1 Software
                    6.1.1.1 Speech Analytics
                    6.1.1.2 Cross-Channel Analytics
                    6.1.1.3 Predictive Analytics
                    6.1.1.4 Performance Analytics
                    6.1.1.5 Text Analytics
           6.1.2 Services
                    6.1.2.1 Professional Services
                    6.1.2.2 Managed Services

7 Contact Center Analytics Market Analysis, By Application (Page No. - 52)
    7.1 Introduction
    7.2 Automatic Call Distributor
    7.3 Log Management
    7.4 Risk and Compliance Management
    7.5 Real-Time Monitoring and Reporting
    7.6 Workforce Optimization
    7.7 Customer Experience Management
    7.8 Others

8 Contact Center Analytics Market Analysis, By Deployment Model (Page No. - 60)
    8.1 Introduction
    8.2 On-Premises
    8.3 On-Demand

9 Contact Center Analytics Market Analysis, By Organization Size (Page No. - 64)
    9.1 Introduction
    9.2 Small and Medium-Sized Enterprises
    9.3 Large Enterprises

10 Contact Center Analytics Market Analysis, By Industry (Page No. - 68)
     10.1 Introduction
     10.2 Banking, Financial Services, and Insurance
     10.3 Healthcare and Life Sciences
     10.4 Manufacturing
     10.5 Retail and Consumer Goods
     10.6 Energy and Utilities
     10.7 Telecom and IT
     10.8 Travel and Hospitality
     10.9 Government and Defense
     10.10 Academia and Research
     10.11 Others

11 Geographic Analysis (Page No. - 78)
     11.1 Introduction
     11.2 North America
     11.3 Europe
     11.4 Asia Pacific
     11.5 Latin America
     11.6 Middle East and Africa

12 Competitive Landscape (Page No. - 100)
     12.1 Competitive Leadership Mapping Overview
             12.1.1 Visionary Leaders
             12.1.2 Innovators
             12.1.3 Dynamic Differentiators
             12.1.4 Emerging Companies
     12.2 Contact Center Analytics Market (Global), Competitive Leadership Mapping, 2017
     12.3 Competitive Benchmarking
             12.3.1 Business Strategies Adopted By Major Players in the Market
             12.3.2 Analysis of Product Portfolio of Major Players in the Market

13 Company Profiles (Page No. - 104)
(Overview, Strength of Product Portfolio, Business Strategy Excellence, Recent Developments, Key Relationships) *
     13.1 Cisco Systems, Inc.
     13.2 Genpact Limited
     13.3 Verint Systems Inc.
     13.4 8x8, Inc.
     13.5 Genesys
     13.6 Oracle Corporation
     13.7 Mitel Networks Corporation
     13.8 SAP SE
     13.9 Nice Ltd.
     13.10 Enghouse Interactive
     13.11 Five9, Inc.
     13.12 Callminer
     13.13 Servion Global Solutions

*Details Overview, Strength of Product Portfolio, Business Strategy Excellence, Recent Developments, Key Relationships Might Not Be Captured in Case of Unlisted Companies.

14 Appendix (Page No. - 153)
     14.1 Discussion Guide
     14.2 Knowledge Store: Marketsandmarkets’ Subscription Portal
     14.3 Available Customization
     14.4 Related Reports
     14.5 Author Details

List of Tables (71 Tables)

Table 1 United States Dollar Exchange Rate, 2014–2016
Table 2 Contact Center Analytics Market Size, By Component, 2015–2022 (USD Million)
Table 3 Market Size By Software, 2015–2022 (USD Million)
Table 4 Speech Analytics: Market Size, By Region, 2015–2022 (USD Million)
Table 5 Cross-Channel Analytics: Market Size, By Region, 2015–2022 (USD Million)
Table 6 Predictive Analytics: Market Size, By Region, 2015–2022 (USD Million)
Table 7 Performance Analytics: Market Size, By Region, 2015–2022 (USD Million)
Table 8 Text Analytics: Market Size, By Region, 2015–2022 (USD Million)
Table 9 Contact Center Analytics Market Size, By Service, 2015–2022 (USD Million)
Table 10 Market Size By Application, 2015–2022 (USD Million)
Table 11 Automatic Call Distributor: Market Size, By Region, 2015–2022 (USD Million)
Table 12 Log Management: Market Size, By Region, 2015–2022 (USD Million)
Table 13 Risk and Compliance Management: Market Size, By Region, 2015–2022 (USD Million)
Table 14 Real-Time Monitoring and Reporting: Market Size, By Region, 2015–2022 (USD Million)
Table 15 Workforce Optimization: Market Size, By Region, 2015–2022 (USD Million)
Table 16 Customer Experience Management: Market Size, By Region, 2015–2022 (USD Million)
Table 17 Others: Market Size, By Region, 2015–2022 (USD Million)
Table 18 Contact Center Analytics Market Size, By Deployment Model, 2015–2022 (USD Million)
Table 19 On-Premises: Market Size, By Region, 2015–2022 (USD Million)
Table 20 On-Demand: Market Size, By Region, 2015–2022 (USD Million)
Table 21 Contact Center Analytics Market Size, By Organization Size, 2015–2022 (USD Million)
Table 22 Small and Medium-Sized Enterprises: Market Size, By Region, 2015–2022 (USD Million)
Table 23 Large Enterprises: Market Size, By Region, 2015–2022 (USD Million)
Table 24 Contact Center Analytics Market Size, By Industry, 2015–2022 (USD Million)
Table 25 Banking, Financial Services, and Insurance: Market Size, By Region, 2015–2022 (USD Million)
Table 26 Healthcare and Life Sciences: Market Size, By Region, 2015–2022 (USD Million)
Table 27 Manufacturing: Market Size, By Region, 2015–2022 (USD Million)
Table 28 Retail and Consumer Goods: Market Size, By Region, 2015–2022 (USD Million)
Table 29 Energy and Utilities: Market Size, By Region, 2015–2022 (USD Million)
Table 30 Telecom and IT: Market Size, By Region, 2015–2022 (USD Million)
Table 31 Travel and Hospitality: Market Size, By Region, 2015–2022 (USD Million)
Table 32 Government and Defense: Market Size, By Region, 2015–2022 (USD Million)
Table 33 Academia and Research: Market Size, By Region, 2015–2022 (USD Million)
Table 34 Others: Market Size, By Region, 2015–2022 (USD Million)
Table 35 Contact Center Analytics Market Size, By Region, 2015–2022 (USD Billion)
Table 36 North America: Market Size By Industry, 2015–2022 (USD Million)
Table 37 North America: Market Size By Component, 2015–2022 (USD Million)
Table 38 North America: Market Size By Software, 2015–2022 (USD Million)
Table 39 North America: Market Size By Service, 2015–2022 (USD Million)
Table 40 North America: Market Size By Application, 2015–2022 (USD Million)
Table 41 North America: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 42 North America: Market Size By Organization Size , 2015–2022 (USD Million)
Table 43 Europe: Contact Center Analytics Market Size, By Industry, 2015–2022 (USD Million)
Table 44 Europe: Market Size By Component, 2015–2022 (USD Million)
Table 45 Europe: Market Size By Software, 2015–2022 (USD Million)
Table 46 Europe: Market Size By Service, 2015–2022 (USD Million)
Table 47 Europe: Market Size By Application, 2015–2022 (USD Million)
Table 48 Europe: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 49 Europe: Market Size By Organization Size, 2015–2022 (USD Million)
Table 50 Asia Pacific: Contact Center Analytics Market Size, By Industry, 2015–2022 (USD Million)
Table 51 Asia Pacific: Market Size By Component, 2015–2022 (USD Million)
Table 52 Asia Pacific: Market Size By Software, 2015–2022 (USD Million)
Table 53 Asia Pacific: Market Size By Service, 2015–2022 (USD Million)
Table 54 Asia Pacific: Market Size By Application, 2015–2022 (USD Million)
Table 55 Asia Pacific: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 56 Asia Pacific: Market Size By Organization Size, 2015–2022 (USD Million)
Table 57 Latin America: Contact Center Analytics Market Size, By Industry, 2015–2022 (USD Million)
Table 58 Latin America: Market Size By Component, 2015–2022 (USD Million)
Table 59 Latin America: Market Size By Software, 2015–2022 (USD Million)
Table 60 Latin America: Market Size By Service, 2015–2022 (USD Million)
Table 61 Latin America: Market Size By Application, 2015–2022 (USD Million)
Table 62 Latin America: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 63 Latin America: Market Size By Organization Size, 2015–2022 (USD Million)
Table 64 Middle East and Africa: Contact Center Analytics Market Size, By Industry, 2015–2022 (USD Million)
Table 65 Middle East and Africa: Market Size By Component, 2015–2022 (USD Million)
Table 66 Middle East and Africa: Market Size By Software, 2015–2022 (USD Million)
Table 67 Middle East and Africa: Market Size By Service, 2015–2022 (USD Million)
Table 68 Middle East and Africa: Market Size By Application, 2015–2022 (USD Million)
Table 69 Middle East and Africa: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 70 Middle East and Africa: Market Size By Organization Size, 2015–2022 (USD Million)
Table 71 Market Ranking for the Contact Center Analytics Market, 2017
 
 
List of Figures (43 Figures)
 
Figure 1 Contact Center Analytics Market Segmentation
Figure 2 Regional Scope
Figure 3 Contact Center Analytics Market: Research Design
Figure 4 Breakdown of Primary Interviews: By Company, Designation, and Region
Figure 5 Data Triangulation
Figure 6 Market Size Estimation Methodology: Bottom-Up Approach
Figure 7 Market Size Estimation Methodology: Top-Down Approach
Figure 8 Evaluation Criteria
Figure 9 Contact Center Analytics Market: Assumptions
Figure 10 Contact Center Analytics Market: Evolution
Figure 11 Market is Expected to Witness A Significant Growth During the Forecast Period Due to the Growing Demand Toward Better Customer Experience Management Solutions
Figure 12 Market Snapshot By Component (2017 vs 2022)
Figure 13 Market Snapshot By Software (2017–2022)
Figure 14 Market Snapshot By Application (2017–2022)
Figure 15 Market Snapshot By Deployment Model (2017–2022)
Figure 16 Market Snapshot By Organization Size (2017–2022)
Figure 17 Market Snapshot By Industry (2017 vs 2022)
Figure 18 Proliferation of Cloud Computing is Expected to Drive the Contact Center Analytics Market During the Forecast Period
Figure 19 North America is Estimated to Dominate the Global Contact Center Analytics Market in 2017
Figure 20 Banking, Financial Services, and Insurance Industry, and North America are Estimated to Have the Largest Market Shares in 2017
Figure 21 Asia Pacific is Expected to Enter the Exponential Growth Phase During the Forecast Period
Figure 22 Contact Center Analytics Market: Drivers, Restraints, Opportunities, and Challenges
Figure 23 Key Factors Affecting Customer Experience
Figure 24 Text and Speech Analytics Market
Figure 25 Contact Center Analytics Deployment, Key Performance Indicators
Figure 26 Software Segment is Expected to Have the Larger Market Size During the Forecast Period
Figure 27 Customer Experience Management is Estimated to Have the Largest Market Size in 2017
Figure 28 On-Premises Deployment Model is Expected to Have the Larger Market Size in 2017
Figure 29 Large Enterprises Segment is Expected to Have the Larger Market Size During the Forecast Period
Figure 30 Banking, Financial Services, and Insurance Industry is Expected to Have the Largest Market Size During the Forecast Period
Figure 31 North America is Expected to Have the Largest Market Size in the Contact Center Analytics Market During the Forecast Period
Figure 32 North America: Market Snapshot
Figure 33 Asia Pacific: Market Snapshot
Figure 34 Cisco Systems, Inc.: Company Snapshot
Figure 35 Genpact Limited: Company Snapshot
Figure 36 Verint Systems Inc.: Company Snapshot
Figure 37 8x8, Inc.: Company Snapshot
Figure 38 Oracle Corporation: Company Snapshot
Figure 39 Mitel Networks Corporation: Company Snapshot
Figure 40 SAP SE: Company Snapshot
Figure 41 Nice Ltd.: Company Snapshot
Figure 42 Enghouse Interactive: Company Snapshot
Figure 43 Five9, Inc.: Company Snapshot

The contact center analytics market is projected to grow from USD 709.5 Million in 2017 to USD 1,483.6 Million by 2022, at a high Compound Annual Growth Rate (CAGR) of 15.9% during the forecast period. Demand for better customer experience management solutions, proliferation of cloud computing, growing demand for speech and text analytics solutions, and increased compliance requirements are the key drivers that propel the growth of the market.

The report provides detailed insights into the global contact center analytics market, which is segmented on the basis of component, application, deployment model, organization size, industry, and region. In the market by application, the customer experience management (CEM) application segment is expected to hold the largest market share and the largest CAGR, as it complements the marketers to gain a 360-degree view of the data which help them to design their marketing strategies in accordance to their target customer group.

On-premises deployment model has higher adoption than the on-demand deployment model leading. It is majorly deployed by large enterprises owing to various factors, including reduced initial price, data security, higher customization options, and control over the implementation process.

The BFSI vertical is expected to have the largest market size during the forecast period. Predicted by a leading contact center analytics vendor, customers now conduct more than 50% of all transactions outside the branch through various channels such as web, chat, mobile, and social media, and this number is estimated to reach 75% by 2020. Contact center analytics is widely adopted by BFSI organizations, as it enables them to analyze their multichannel customer communications, and their inbound and outbound contact center operations.

The report covers all the major aspects of the contact center analytics market, and provides an in-depth analysis across North America, Europe, Asia Pacific (APAC), Middle East and Africa (MEA), and Latin America. North America is expected to hold the largest market share. APAC is projected to provide growth opportunities for the vendors in this market, and is expected to grow at the highest CAGR during the forecast period. North America is one of the major contributors to the adoption of contact center analytics solutions. The US and Canada are the forerunners in the adoption of the analytics solutions. North America is the home for most of the industries with large operation base and customer contact centers. Having two developed economies and early adopters of the technology, North America has witnessed the significant adoption of cloud-based and on-premises analytics solutions in most of its industries. Design and development of advanced cloud and on-premises analytics solutions that can withstand the changing needs of the customers is likely to boost the market growth.

High cost of investment and consumer data privacy rules and regulations are the restraining factors for the growth of the contact center analytics market. Lack of a clear and holistic analytics approach in contact centers is one of the major challenges affecting the growth of contact center analytics software and services.

Most of the vendors have adopted acquisitions, collaborations and partnerships, new product launches, product developments, and expansions as key strategies to enhance their client base and customer experience. For instance, in November 2016, Verint Systems Inc. acquired OpinionLab, a customer engagement solutions provider. With this acquisition, Verint has broadened its capabilities in customer engagement optimization for listening, analyzing, and acting on the VoC across all channels - digital, voice, text and social. The strategy of partnerships has also been adopted by top players to enhance their presence in this market. For example, in June 2017, CallMiner expanded its analytics portfolio by partnering with Nuance Communications, Inc. This partnership has enabled CallMiner to boost its analytics product Eureka with Nuance's Transcription Engine, while CallMiner Eureka powers Nuance’s VOC analytics.

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