Marktanalyse - 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

MarketsandMarkets
07.2017
161 Seiten

 
Typ:
Marktanalyse
Verfüg­barkeit:
verfügbar
Regionen/­Länder:
  • Europa
  • Asien / Pazifik
  • Mittlerer Osten / Afrika
  • Nordamerika / USA
  • Australien
  • Mittel- / Südamerika
Sprache:
Englisch

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Demand for better customer experience management solutions to gain crucial insights into customer data remains the major driving factor for contact center analytics market”
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%. Proliferation of cloud computing, growing demand for speech and text analytics solutions, and increased compliance requirements are other key factors fueling the growth of this market. However, high cost of investment and consumer data privacy rules and regulations are a few restraints for the growth of contact center analytics market.
'Customer experience management application is estimated to have the largest market size in 2017 in contact center analytics market. The trend is expected to continue during the forecast period”
Customer experience analytics aggregates customer interactions, transactions, feedback and, agent data to provide an end-to-end picture of the customer journey. It can provide multiple avenues for customer experience management through customer analytics. Contact centers can leverage from contact center analytics by integrating and analyzing customer data from multiple channels and utilize generated insights to improve their contact center operations and find new opportunities to engage and serve their customers. Some of the major opportunities include automatically assigning a reason for all customer contacts based on speech, text, desktop and transaction analytics.
'Asia Pacific (APAC) is expected to record the highest growth rate in the contact center analytics market by region”
Rising disposable income and increasing digitization have resulted in higher adoption of smartphones and other mobile devices. Huge volumes of data generated from these devices would demand technologically advanced analytics solutions to enhance the customer experience at contact centers and help generate revenues for various industries. Companies operating in the region provide different solutions based on organization size and customer requirements. The highly competitive environment in the region drives the need to promote and manage sales and marketing activities to build brand awareness and increase overall profitability.
In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with key people. Break-up of profile of primary participants is as follows:
• By Company: Tier 1 — 20%, Tier 2 — 50%, and Tier 3 — 30%
• By Designation: C-level — 35%, Director level — 48%, and Others — 17%
• By Region: North America — 44%, Europe — 24%, and APAC — 32%
The contact center analytics market comprises the following major vendors:
1. Cisco Systems, Inc. (US)
2. Genpact Limited (Bermuda)
3. Verint Systems Inc. (US)
4. 8X8 Inc. (US)
5. Genesys (US)
6. Oracle Corporation (US)
7. Mitel Networks Corporation (Canada)
8. SAP SE (Germany)
9. NICE Ltd. (Israel)
10. Enghouse Interactive (US)
11. Five9, Inc. (US)
12. CallMiner (US)
13. Servion Global Solutions (India)

Scope of the Report:
The report segments the contact center analytics market on the basis of components (software and services); deployment models (on-premises and on-demand); applications (automatic call distributor, log management, risk and compliance management, real-time monitoring and reporting, workforce optimization, customer experience management, and other applications); industries (healthcare and life sciences, banking, financial services and insurance, manufacturing, retail and consumer goods, telecom and IT, travel and hospitality, energy and utilities, government and defense, academia and research, and other industries); and regions (North America, Europe, APAC, Middle East and Africa, and Latin America).
Reasons to Buy the Report:
• To get a comprehensive overview of the global contact center analytics market
• To gain comprehensive information about the top players in this market, their product portfolios, and key strategies adopted by them
• To gain insights into major countries/regions, in which the contact center analytics market is flourishing in various industries.
TABLE OF CONTENTS



1 INTRODUCTION 14

1.1 OBJECTIVES OF THE STUDY 14

1.2 MARKET DEFINITION 14

1.3 MARKET SCOPE 15

1.4 YEARS CONSIDERED FOR THE STUDY 16

1.5 CURRENCY 17

1.6 STAKEHOLDERS 17

2 RESEARCH METHODOLOGY 18

2.1 RESEARCH DATA 18

2.1.1 SECONDARY DATA 18

2.1.2 PRIMARY DATA 19

2.1.2.1 Breakdown of primaries 20

2.1.2.2 Key industry insights 20

2.2 MARKET SIZE ESTIMATION 22

2.3 COMPETITIVE LEADERSHIP MAPPING METHODOLOGY 24

2.3.1 VENDOR INCLUSION CRITERIA 24

2.4 RESEARCH ASSUMPTIONS 24

2.5 LIMITATIONS 25

3 EXECUTIVE SUMMARY 26

4 PREMIUM INSIGHTS 31

4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE CONTACT CENTER ANALYTICS MARKET 31

4.2 CONTACT CENTER ANALYTICS MARKET SHARE ACROSS VARIOUS REGIONS 32

4.3 CONTACT CENTER ANALYTICS MARKET, BY INDUSTRY AND REGION 33

4.4 LIFECYCLE ANALYSIS, BY REGION, 2017 33

5 MARKET OVERVIEW AND INDUSTRY TRENDS 35

5.1 MARKET OVERVIEW 35

5.1.1 INTRODUCTION 35

5.1.2 MARKET DYNAMICS 35

5.1.3 DRIVERS 37

5.1.3.1 Demand for better customer experience management solutions 37

5.1.3.2 Proliferation of cloud computing 38

5.1.3.3 Growing demand for speech and text analytics 38

5.1.3.4 Increased compliance requirements 39

?

5.1.4 RESTRAINTS 39

5.1.4.1 High cost of investment 39

5.1.4.2 Consumer data privacy rules and regulations 39

5.1.5 OPPORTUNITIES 39

5.1.5.1 Social media analytics 39

5.1.5.2 Real-time monitoring and analytics 40

5.1.5.3 Predictive analytics 40

5.1.6 CHALLENGES 40

5.1.6.1 Lack of a clear and holistic analytics approach in contact centers 40

5.2 INDUSTRY TRENDS 41

5.2.1 CONTACT CENTER ANALYTICS USE CASES 41

5.2.1.1 Use Case #1 41

5.2.1.2 Use Case #2 41

5.2.1.3 Use Case #3 42

5.2.1.4 Use Case #4 42

5.3 CONTACT CENTER ANALYTICS, KEY PERFORMANCE INDICATORS 43

6 CONTACT CENTER ANALYTICS MARKET ANALYSIS, BY COMPONENT 44

6.1 INTRODUCTION 45

6.1.1 SOFTWARE 46

6.1.1.1 Speech analytics 46

6.1.1.2 Cross-channel analytics 47

6.1.1.3 Predictive analytics 48

6.1.1.4 Performance analytics 48

6.1.1.5 Text analytics 49

6.1.2 SERVICES 50

6.1.2.1 Professional services 50

6.1.2.2 Managed services 51

7 CONTACT CENTER ANALYTICS MARKET ANALYSIS, BY APPLICATION 52

7.1 INTRODUCTION 53

7.2 AUTOMATIC CALL DISTRIBUTOR 54

7.3 LOG MANAGEMENT 55

7.4 RISK AND COMPLIANCE MANAGEMENT 56

7.5 REAL-TIME MONITORING AND REPORTING 56

7.6 WORKFORCE OPTIMIZATION 57

7.7 CUSTOMER EXPERIENCE MANAGEMENT 58

7.8 OTHERS 58

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8 CONTACT CENTER ANALYTICS MARKET ANALYSIS, BY DEPLOYMENT MODEL 60

8.1 INTRODUCTION 61

8.2 ON-PREMISES 62

8.3 ON-DEMAND 63

9 CONTACT CENTER ANALYTICS MARKET ANALYSIS, BY ORGANIZATION SIZE 64

9.1 INTRODUCTION 65

9.2 SMALL AND MEDIUM-SIZED ENTERPRISES 66

9.3 LARGE ENTERPRISES 67

10 CONTACT CENTER ANALYTICS MARKET ANALYSIS, BY INDUSTRY 68

10.1 INTRODUCTION 69

10.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 70

10.3 HEALTHCARE AND LIFE SCIENCES 71

10.4 MANUFACTURING 71

10.5 RETAIL AND CONSUMER GOODS 72

10.6 ENERGY AND UTILITIES 73

10.7 TELECOM AND IT 74

10.8 TRAVEL AND HOSPITALITY 74

10.9 GOVERNMENT AND DEFENSE 75

10.10 ACADEMIA AND RESEARCH 76

10.11 OTHERS 77

11 GEOGRAPHIC ANALYSIS 78

11.1 INTRODUCTION 79

11.2 NORTH AMERICA 80

11.3 EUROPE 84

11.4 ASIA PACIFIC 87

11.5 LATIN AMERICA 92

11.6 MIDDLE EAST AND AFRICA 95

12 COMPETITIVE LANDSCAPE 100

12.1 COMPETITIVE LEADERSHIP MAPPING OVERVIEW 100

12.1.1 VISIONARY LEADERS 100

12.1.2 INNOVATORS 100

12.1.3 DYNAMIC DIFFERENTIATORS 100

12.1.4 EMERGING COMPANIES 100

12.2 CONTACT CENTER ANALYTICS MARKET (GLOBAL), COMPETITIVE LEADERSHIP MAPPING, 2017 101

12.3 COMPETITIVE BENCHMARKING 102

12.3.1 BUSINESS STRATEGIES ADOPTED BY MAJOR PLAYERS IN THE CONTACT CENTER ANALYTICS MARKET 102

12.3.2 ANALYSIS OF PRODUCT PORTFOLIO OF MAJOR PLAYERS IN THE CONTACT CENTER ANALYTICS MARKET 103

13 COMPANY PROFILES 104

(Overview, Strength of Product Portfolio, Business Strategy Excellence, Recent Developments, Key Relationships)*

13.1 CISCO SYSTEMS, INC. 104

13.2 GENPACT LIMITED 107

13.3 VERINT SYSTEMS INC. 111

13.4 8X8, INC. 115

13.5 GENESYS 120

13.6 ORACLE CORPORATION 124

13.7 MITEL NETWORKS CORPORATION 127

13.8 SAP SE 131

13.9 NICE LTD. 133

13.10 ENGHOUSE INTERACTIVE 136

13.11 FIVE9, INC. 140

13.12 CALLMINER 144

13.13 SERVION GLOBAL SOLUTIONS 149

*Details on Overview, Strength of Product Portfolio, Business Strategy Excellence, Recent Developments, Key Relationships might not be captured in case of unlisted companies.

14 APPENDIX 152

14.1 DISCUSSION GUIDE 152

14.2 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 156

14.3 AVAILABLE CUSTOMIZATION 158

14.4 RELATED REPORTS 158

14.5 AUTHOR DETAILS 159





LIST OF TABLES



TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2014—2016 17

TABLE 2 CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT,

2015—2022 (USD MILLION) 45

TABLE 3 CONTACT CENTER ANALYTICS MARKET SIZE, BY SOFTWARE,

2015—2022 (USD MILLION) 46

TABLE 4 SPEECH ANALYTICS: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015—2022 (USD MILLION) 47

TABLE 5 CROSS-CHANNEL ANALYTICS: CONTACT CENTER ANALYTICS MARKET SIZE,

BY REGION, 2015—2022 (USD MILLION) 47

TABLE 6 PREDICTIVE ANALYTICS: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015—2022 (USD MILLION) 48

TABLE 7 PERFORMANCE ANALYTICS: CONTACT CENTER ANALYTICS MARKET SIZE,

BY REGION, 2015—2022 (USD MILLION) 49

TABLE 8 TEXT ANALYTICS: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION,

2015—2022 (USD MILLION) 49

TABLE 9 CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICE,

2015—2022 (USD MILLION) 50

TABLE 10 CONTACT CENTER ANALYTICS MARKET SIZE, BY APPLICATION,

2015—2022 (USD MILLION) 53

TABLE 11 AUTOMATIC CALL DISTRIBUTOR: CONTACT CENTER ANALYTICS MARKET SIZE,

BY REGION, 2015—2022 (USD MILLION) 55

TABLE 12 LOG MANAGEMENT: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015—2022 (USD MILLION) 55

TABLE 13 RISK AND COMPLIANCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015—2022 (USD MILLION) 56

TABLE 14 REAL-TIME MONITORING AND REPORTING: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015—2022 (USD MILLION) 57

TABLE 15 WORKFORCE OPTIMIZATION: CONTACT CENTER ANALYTICS MARKET SIZE,

BY REGION, 2015—2022 (USD MILLION) 57

TABLE 16 CUSTOMER EXPERIENCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015—2022 (USD MILLION) 58

TABLE 17 OTHERS: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION,

2015—2022 (USD MILLION) 59

TABLE 18 CONTACT CENTER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL,

2015—2022 (USD MILLION) 61

TABLE 19 ON-PREMISES: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION,

2015—2022 (USD MILLION) 62

TABLE 20 ON-DEMAND: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION,

2015—2022 (USD MILLION) 63

TABLE 21 CONTACT CENTER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,

2015—2022 (USD MILLION) 65

TABLE 22 SMALL AND MEDIUM-SIZED ENTERPRISES: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015—2022 (USD MILLION) 66

TABLE 23 LARGE ENTERPRISES: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015—2022 (USD MILLION) 67

TABLE 24 CONTACT CENTER ANALYTICS MARKET SIZE, BY INDUSTRY,

2015—2022 (USD MILLION) 69

TABLE 25 BANKING, FINANCIAL SERVICES, AND INSURANCE: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015—2022 (USD MILLION) 70

TABLE 26 HEALTHCARE AND LIFE SCIENCES: CONTACT CENTER ANALYTICS MARKET SIZE,

BY REGION, 2015—2022 (USD MILLION) 71

TABLE 27 MANUFACTURING: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015—2022 (USD MILLION) 72

TABLE 28 RETAIL AND CONSUMER GOODS: CONTACT CENTER ANALYTICS MARKET SIZE,

BY REGION, 2015—2022 (USD MILLION) 73

TABLE 29 ENERGY AND UTILITIES: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015—2022 (USD MILLION) 73

TABLE 30 TELECOM AND IT: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION,

2015—2022 (USD MILLION) 74

TABLE 31 TRAVEL AND HOSPITALITY: CONTACT CENTER ANALYTICS MARKET SIZE,

BY REGION, 2015—2022 (USD MILLION) 75

TABLE 32 GOVERNMENT AND DEFENSE: CONTACT CENTER ANALYTICS MARKET SIZE,

BY REGION, 2015—2022 (USD MILLION) 75

TABLE 33 ACADEMIA AND RESEARCH: CONTACT CENTER ANALYTICS MARKET SIZE,

BY REGION, 2015—2022 (USD MILLION) 76

TABLE 34 OTHERS: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION,

2015—2022 (USD MILLION) 77

TABLE 35 CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION,

2015—2022 (USD BILLION) 79

TABLE 36 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY INDUSTRY, 2015—2022 (USD MILLION) 81

TABLE 37 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT, 2015—2022 (USD MILLION) 81

TABLE 38 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SOFTWARE, 2015—2022 (USD MILLION) 82

TABLE 39 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICE, 2015—2022 (USD MILLION) 82

TABLE 40 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY APPLICATION, 2015—2022 (USD MILLION) 83

TABLE 41 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015—2022 (USD MILLION) 83

TABLE 42 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE , 2015—2022 (USD MILLION) 83

TABLE 43 EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY INDUSTRY,

2015—2022 (USD MILLION) 84

TABLE 44 EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT,

2015—2022 (USD MILLION) 85

TABLE 45 EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY SOFTWARE,

2015—2022 (USD MILLION) 85

TABLE 46 EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICE,

2015—2022 (USD MILLION) 85

TABLE 47 EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY APPLICATION,

2015—2022 (USD MILLION) 86

TABLE 48 EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015—2022 (USD MILLION) 86

TABLE 49 EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015—2022 (USD MILLION) 87

TABLE 50 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY INDUSTRY,

2015—2022 (USD MILLION) 89

TABLE 51 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT, 2015—2022 (USD MILLION) 89

TABLE 52 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY SOFTWARE,

2015—2022 (USD MILLION) 90

TABLE 53 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICE,

2015—2022 (USD MILLION) 90

TABLE 54 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY APPLICATION, 2015—2022 (USD MILLION) 91

TABLE 55 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015—2022 (USD MILLION) 91

TABLE 56 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015—2022 (USD MILLION) 92

TABLE 57 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY INDUSTRY, 2015—2022 (USD MILLION) 92

TABLE 58 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT, 2015—2022 (USD MILLION) 93

TABLE 59 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SOFTWARE, 2015—2022 (USD MILLION) 93

TABLE 60 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICE,

2015—2022 (USD MILLION) 94

TABLE 61 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY APPLICATION, 2015—2022 (USD MILLION) 94

TABLE 62 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015—2022 (USD MILLION) 94

TABLE 63 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015—2022 (USD MILLION) 95

TABLE 64 MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE,

BY INDUSTRY, 2015—2022 (USD MILLION) 96

TABLE 65 MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE,

BY COMPONENT, 2015—2022 (USD MILLION) 96

TABLE 66 MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE,

BY SOFTWARE, 2015—2022 (USD MILLION) 97

TABLE 67 MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE,

BY SERVICE, 2015—2022 (USD MILLION) 97

TABLE 68 MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE,

BY APPLICATION, 2015—2022 (USD MILLION) 98

TABLE 69 MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE,

BY DEPLOYMENT MODEL, 2015—2022 (USD MILLION) 98

TABLE 70 MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE,

BY ORGANIZATION SIZE, 2015—2022 (USD MILLION) 98

TABLE 71 MARKET RANKING FOR THE CONTACT CENTER ANALYTICS MARKET, 2017 101





LIST OF FIGURES



FIGURE 1 CONTACT CENTER ANALYTICS MARKET: MARKET SEGMENTATION 15

FIGURE 2 REGIONAL SCOPE 16

FIGURE 3 CONTACT CENTER ANALYTICS MARKET: RESEARCH DESIGN 18

FIGURE 4 BREAKDOWN OF PRIMARY INTERVIEWS: BY COMPANY, DESIGNATION,

AND REGION 20

FIGURE 5 DATA TRIANGULATION 21

FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH 22

FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH 23

FIGURE 8 EVALUATION CRITERIA 24

FIGURE 9 CONTACT CENTER ANALYTICS MARKET: ASSUMPTIONS 24

FIGURE 10 CONTACT CENTER ANALYTICS MARKET: EVOLUTION 26

FIGURE 11 CONTACT CENTER ANALYTICS MARKET IS EXPECTED TO WITNESS A SIGNIFICANT GROWTH DURING THE FORECAST PERIOD DUE TO THE GROWING DEMAND TOWARD BETTER CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS 27

FIGURE 12 CONTACT CENTER ANALYTICS MARKET SNAPSHOT, BY COMPONENT

(2017 VS. 2022) 28

FIGURE 13 CONTACT CENTER ANALYTICS MARKET SNAPSHOT, BY SOFTWARE (2017—2022) 28

FIGURE 14 CONTACT CENTER ANALYTICS MARKET SNAPSHOT, BY APPLICATION (2017—2022) 29

FIGURE 15 CONTACT CENTER ANALYTICS MARKET SNAPSHOT, BY DEPLOYMENT MODEL (2017—2022) 29

FIGURE 16 CONTACT CENTER ANALYTICS MARKET SNAPSHOT, BY ORGANIZATION SIZE (2017—2022) 30

FIGURE 17 CONTACT CENTER ANALYTICS MARKET SNAPSHOT, BY INDUSTRY (2017 VS. 2022) 30

FIGURE 18 PROLIFERATION OF CLOUD COMPUTING IS EXPECTED TO DRIVE THE CONTACT CENTER ANALYTICS MARKET DURING THE FORECAST PERIOD 31

FIGURE 19 NORTH AMERICA IS ESTIMATED TO DOMINATE THE GLOBAL CONTACT CENTER ANALYTICS MARKET IN 2017 32

FIGURE 20 BANKING, FINANCIAL SERVICES, AND INSURANCE INDUSTRY, AND NORTH AMERICA ARE ESTIMATED TO HAVE THE LARGEST MARKET SHARES IN 2017 33

FIGURE 21 ASIA PACIFIC IS EXPECTED TO ENTER THE EXPONENTIAL GROWTH PHASE DURING THE FORECAST PERIOD 33

FIGURE 22 CONTACT CENTER ANALYTICS MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 36

FIGURE 23 KEY FACTORS AFFECTING CUSTOMER EXPERIENCE 37

FIGURE 24 TEXT AND SPEECH ANALYTICS MARKET 38

FIGURE 25 CONTACT CENTER ANALYTICS DEPLOYMENT, KEY PERFORMANCE INDICATORS 43

FIGURE 26 SOFTWARE SEGMENT IS EXPECTED TO HAVE THE LARGER MARKET SIZE DURING THE FORECAST PERIOD 45

FIGURE 27 CUSTOMER EXPERIENCE MANAGEMENT IS ESTIMATED TO HAVE THE LARGEST MARKET SIZE IN 2017 54

FIGURE 28 ON-PREMISES DEPLOYMENT MODEL IS EXPECTED TO HAVE THE LARGER MARKET SIZE IN 2017 61

FIGURE 29 LARGE ENTERPRISES SEGMENT IS EXPECTED TO HAVE THE LARGER MARKET SIZE DURING THE FORECAST PERIOD 65

FIGURE 30 BANKING, FINANCIAL SERVICES, AND INSURANCE INDUSTRY IS EXPECTED TO HAVE THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD 70

FIGURE 31 NORTH AMERICA IS EXPECTED TO HAVE THE LARGEST MARKET SIZE IN THE CONTACT CENTER ANALYTICS MARKET DURING THE FORECAST PERIOD 79

FIGURE 32 NORTH AMERICA: MARKET SNAPSHOT 80

FIGURE 33 ASIA PACIFIC: MARKET SNAPSHOT 88

FIGURE 34 CISCO SYSTEMS, INC.: COMPANY SNAPSHOT 104

FIGURE 35 GENPACT LIMITED: COMPANY SNAPSHOT 107

FIGURE 36 VERINT SYSTEMS INC.: COMPANY SNAPSHOT 111

FIGURE 37 8X8, INC.: COMPANY SNAPSHOT 115

FIGURE 38 ORACLE CORPORATION: COMPANY SNAPSHOT 124

FIGURE 39 MITEL NETWORKS CORPORATION: COMPANY SNAPSHOT 127

FIGURE 40 SAP SE: COMPANY SNAPSHOT 131

FIGURE 41 NICE LTD.: COMPANY SNAPSHOT 133

FIGURE 42 ENGHOUSE INTERACTIVE: COMPANY SNAPSHOT 136

FIGURE 43 FIVE9, INC.: COMPANY SNAPSHOT 140

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