Contact Center Analytics Market Forecast to 2027 - COVID-19 Impact and Global Analysis by Component (Software, Services); Deployment Model (On-Premises, Cloud); Organization Size (Large Enterprises, Small and Medium-Sized Enterprises); Application (Automatic Call Distributor, Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Optimization, Customer Experience Management, Others); Industry Vertical (Healthcare and Life sciences, BFSI, Manufacturing, Retail and Consumer Goods, Telecom and IT, Energy and Utilities, Government and Defense, Others) and Geography

Report Code: TIPRE00010992 | No. of Pages: 150 | Category: Technology, Media and Telecommunications | Status: Upcoming
Covid
MARKET INTRODUCTION

The contact center analytics is mainly used by the call centers to estimate the performance of the customer service representatives and get a better understanding of the overall customer relationship management. The communications between clients and customers are evaluated, enabling companies to take corrective action on unstructured data and collect rare insights about the customers. The contact center analytics also chains in gathering the enormous customer-related data, which is utilized by the enterprises for decision making and offering quality customer feedbacks and services.

MARKET DYNAMICS

The increasing demand for better customer experience management solutions, the growing demand for text and speech analytics, and increased compliance requirements are some of the significant factors driving the growth of the contact center analytics market. However, the high investment cost is the major factor that may restrain the growth of the contact center analytics market. Moreover, the increasing adoption of social media analytics, predictive analytics, and real-time monitoring and analytics is anticipated to boost the growth of the contact center analytics market.

MARKET SCOPE

The "Global Contact Center Analytics Market Analysis to 2027" is a specialized and in-depth study of the contact center analytics market with a special focus on the global market trend analysis. The report aims to provide an overview of contact center analytics market with detailed market segmentation by component, deployment model, organization size, application, industry vertical. The global contact center analytics market is expected to witness high growth during the forecast period. The report provides key statistics on the market status of the leading contact center analytics market players and offers key trends and opportunities in the contact center analytics market.

MARKET SEGMENTATION

The global contact center analytics market is segmented on the basis of component, deployment model, organization size, application, industry vertical. On the basis of component, the market is segmented as software, services. On the basis of deployment model, the market is segmented as on-premises, cloud. On the basis of organization size, the market is segmented as large enterprises, small and medium-sized enterprises. On the basis of application, the market is segmented as automatic call distributor, log management, risk and compliance management, real-time monitoring and reporting, workforce optimization, customer experience management, others. On the basis of industry vertical, the market is segmented as healthcare and life sciences, BFSI, manufacturing, retail and consumer goods, telecom and IT, energy and utilities, government and defense, others.

REGIONAL FRAMEWORK

The report provides a detailed overview of the industry including both qualitative and quantitative information. It provides overview and forecast of the global contact center analytics market based on various segments. It also provides market size and forecast estimates from year 2017 to 2027 with respect to five major regions, namely; North America, Europe, Asia-Pacific (APAC), Middle East and Africa (MEA) and South America. The contact center analytics market by each region is later sub-segmented by respective countries and segments. The report covers analysis and forecast of 18 countries globally along with current trend and opportunities prevailing in the region.

The report analyzes factors affecting contact center analytics market from both demand and supply side and further evaluates market dynamics effecting the market during the forecast period i.e., drivers, restraints, opportunities, and future trend. The report also provides exhaustive PEST analysis for all five regions namely; North America, Europe, APAC, MEA and South America after evaluating political, economic, social and technological factors effecting the contact center analytics market in these regions.



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MARKET PLAYERS


The reports cover key developments in the contact center analytics market as organic and inorganic growth strategies. Various companies are focusing on organic growth strategies such as product launches, product approvals and others such as patents and events. Inorganic growth strategies activities witnessed in the market were acquisitions, and partnership & collaborations. These activities have paved way for expansion of business and customer base of market players. The market players from contact center analytics market are anticipated to lucrative growth opportunities in the future with the rising demand for contact center analytics market. Below mentioned is the list of few companies engaged in the contact center analytics market.

The report also includes the profiles of key contact center analytics market companies along with their SWOT analysis and market strategies. In addition, the report focuses on leading industry players with information such as company profiles, components and services offered, financial information of last 3 years, key development in past five years.


  •  8x8, Inc.
  •  Cisco Systems, Inc.
  •  Enghouse Interactive
  •  Five9, Inc.
  •  Genesys
  •  Mitel Networks Corp
  •  NICE Systems Ltd.
  •  Oracle
  •  SAP SE
  •  Verint


The Insight Partner's dedicated research and analysis team consist of experienced professionals with advanced statistical expertise and offer various customization options in the existing study.


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TABLE OF CONTENTS

1. INTRODUCTION
1.1. SCOPE OF THE STUDY
1.2. THE INSIGHT PARTNERS RESEARCH REPORT GUIDANCE
1.3. MARKET SEGMENTATION
1.3.1 Contact Center Analytics Market - By Component
1.3.2 Contact Center Analytics Market - By Deployment Model
1.3.3 Contact Center Analytics Market - By Organization Size
1.3.4 Contact Center Analytics Market - By Application
1.3.5 Contact Center Analytics Market - By Industry Vertical
1.3.6 Contact Center Analytics Market - By Region
1.3.6.1 By Country

2. KEY TAKEAWAYS

3. RESEARCH METHODOLOGY

4. CONTACT CENTER ANALYTICS MARKET LANDSCAPE
4.1. OVERVIEW
4.2. PORTER'S FIVE FORCES ANALYSIS
4.2.1 Bargaining Power of Buyers
4.2.1 Bargaining Power of Suppliers
4.2.1 Threat of Substitute
4.2.1 Threat of New Entrants
4.2.1 Competitive Rivalry
4.3. ECOSYSTEM ANALYSIS
4.4. EXPERT OPINIONS

5. CONTACT CENTER ANALYTICS MARKET - KEY MARKET DYNAMICS
5.1. KEY MARKET DRIVERS
5.2. KEY MARKET RESTRAINTS
5.3. KEY MARKET OPPORTUNITIES
5.4. FUTURE TRENDS
5.5. IMPACT ANALYSIS OF DRIVERS AND RESTRAINTS

6. CONTACT CENTER ANALYTICS MARKET - GLOBAL MARKET ANALYSIS
6.1. CONTACT CENTER ANALYTICS - GLOBAL MARKET OVERVIEW
6.2. CONTACT CENTER ANALYTICS - GLOBAL MARKET AND FORECAST TO 2027
6.3. MARKET POSITIONING/MARKET SHARE

7. CONTACT CENTER ANALYTICS MARKET - REVENUE AND FORECASTS TO 2027 - COMPONENT
7.1. OVERVIEW
7.2. COMPONENT MARKET FORECASTS AND ANALYSIS
7.3. SOFTWARE
7.3.1. Overview
7.3.2. Software Market Forecast and Analysis
7.3.3. Speech Analytics Market
7.3.3.1. Overview
7.3.3.2. Speech Analytics Market Forecast and Analysis
7.3.4. Cross-Channel Analytics Market
7.3.4.1. Overview
7.3.4.2. Cross-Channel Analytics Market Forecast and Analysis
7.3.5. Predictive Analytics Market
7.3.5.1. Overview
7.3.5.2. Predictive Analytics Market Forecast and Analysis
7.3.6. Performance Analytics Market
7.3.6.1. Overview
7.3.6.2. Performance Analytics Market Forecast and Analysis
7.3.7. Text Analytics Market
7.3.7.1. Overview
7.3.7.2. Text Analytics Market Forecast and Analysis
7.4. SERVICES
7.4.1. Overview
7.4.2. Services Market Forecast and Analysis
8. CONTACT CENTER ANALYTICS MARKET - REVENUE AND FORECASTS TO 2027 - DEPLOYMENT MODEL
8.1. OVERVIEW
8.2. DEPLOYMENT MODEL MARKET FORECASTS AND ANALYSIS
8.3. ON-PREMISES
8.3.1. Overview
8.3.2. On-Premises Market Forecast and Analysis
8.4. CLOUD
8.4.1. Overview
8.4.2. Cloud Market Forecast and Analysis
9. CONTACT CENTER ANALYTICS MARKET - REVENUE AND FORECASTS TO 2027 - ORGANIZATION SIZE
9.1. OVERVIEW
9.2. ORGANIZATION SIZE MARKET FORECASTS AND ANALYSIS
9.3. LARGE ENTERPRISES
9.3.1. Overview
9.3.2. Large Enterprises Market Forecast and Analysis
9.4. SMALL AND MEDIUM-SIZED ENTERPRISES
9.4.1. Overview
9.4.2. Small and Medium-Sized Enterprises Market Forecast and Analysis
10. CONTACT CENTER ANALYTICS MARKET - REVENUE AND FORECASTS TO 2027 - APPLICATION
10.1. OVERVIEW
10.2. APPLICATION MARKET FORECASTS AND ANALYSIS
10.3. AUTOMATIC CALL DISTRIBUTOR
10.3.1. Overview
10.3.2. Automatic Call Distributor Market Forecast and Analysis
10.4. LOG MANAGEMENT
10.4.1. Overview
10.4.2. Log Management Market Forecast and Analysis
10.5. RISK AND COMPLIANCE MANAGEMENT
10.5.1. Overview
10.5.2. Risk and Compliance Management Market Forecast and Analysis
10.6. REAL-TIME MONITORING AND REPORTING
10.6.1. Overview
10.6.2. Real-Time Monitoring and Reporting Market Forecast and Analysis
10.7. WORKFORCE OPTIMIZATION
10.7.1. Overview
10.7.2. Workforce Optimization Market Forecast and Analysis
10.8. CUSTOMER EXPERIENCE MANAGEMENT
10.8.1. Overview
10.8.2. Customer Experience Management Market Forecast and Analysis
10.9. OTHERS
10.9.1. Overview
10.9.2. Others Market Forecast and Analysis
11. CONTACT CENTER ANALYTICS MARKET - REVENUE AND FORECASTS TO 2027 - INDUSTRY VERTICAL
11.1. OVERVIEW
11.2. INDUSTRY VERTICAL MARKET FORECASTS AND ANALYSIS
11.3. HEALTHCARE AND LIFE SCIENCES
11.3.1. Overview
11.3.2. Healthcare and Life sciences Market Forecast and Analysis
11.4. BFSI
11.4.1. Overview
11.4.2. BFSI Market Forecast and Analysis
11.5. MANUFACTURING
11.5.1. Overview
11.5.2. Manufacturing Market Forecast and Analysis
11.6. RETAIL AND CONSUMER GOODS
11.6.1. Overview
11.6.2. Retail and Consumer Goods Market Forecast and Analysis
11.7. TELECOM AND IT
11.7.1. Overview
11.7.2. Telecom and IT Market Forecast and Analysis
11.8. ENERGY AND UTILITIES
11.8.1. Overview
11.8.2. Energy and Utilities Market Forecast and Analysis
11.9. GOVERNMENT AND DEFENSE
11.9.1. Overview
11.9.2. Government and Defense Market Forecast and Analysis
11.10. OTHERS
11.10.1. Overview
11.10.2. Others Market Forecast and Analysis

12. CONTACT CENTER ANALYTICS MARKET REVENUE AND FORECASTS TO 2027 - GEOGRAPHICAL ANALYSIS
12.1. NORTH AMERICA
12.1.1 North America Contact Center Analytics Market Overview
12.1.2 North America Contact Center Analytics Market Forecasts and Analysis
12.1.3 North America Contact Center Analytics Market Forecasts and Analysis - By Component
12.1.4 North America Contact Center Analytics Market Forecasts and Analysis - By Deployment Model
12.1.5 North America Contact Center Analytics Market Forecasts and Analysis - By Organization Size
12.1.6 North America Contact Center Analytics Market Forecasts and Analysis - By Application
12.1.7 North America Contact Center Analytics Market Forecasts and Analysis - By Industry Vertical
12.1.8 North America Contact Center Analytics Market Forecasts and Analysis - By Countries
12.1.8.1 United States Contact Center Analytics Market
12.1.8.1.1 United States Contact Center Analytics Market by Component
12.1.8.1.2 United States Contact Center Analytics Market by Deployment Model
12.1.8.1.3 United States Contact Center Analytics Market by Organization Size
12.1.8.1.4 United States Contact Center Analytics Market by Application
12.1.8.1.5 United States Contact Center Analytics Market by Industry Vertical
12.1.8.2 Canada Contact Center Analytics Market
12.1.8.2.1 Canada Contact Center Analytics Market by Component
12.1.8.2.2 Canada Contact Center Analytics Market by Deployment Model
12.1.8.2.3 Canada Contact Center Analytics Market by Organization Size
12.1.8.2.4 Canada Contact Center Analytics Market by Application
12.1.8.2.5 Canada Contact Center Analytics Market by Industry Vertical
12.1.8.3 Mexico Contact Center Analytics Market
12.1.8.3.1 Mexico Contact Center Analytics Market by Component
12.1.8.3.2 Mexico Contact Center Analytics Market by Deployment Model
12.1.8.3.3 Mexico Contact Center Analytics Market by Organization Size
12.1.8.3.4 Mexico Contact Center Analytics Market by Application
12.1.8.3.5 Mexico Contact Center Analytics Market by Industry Vertical
12.2. EUROPE
12.2.1 Europe Contact Center Analytics Market Overview
12.2.2 Europe Contact Center Analytics Market Forecasts and Analysis
12.2.3 Europe Contact Center Analytics Market Forecasts and Analysis - By Component
12.2.4 Europe Contact Center Analytics Market Forecasts and Analysis - By Deployment Model
12.2.5 Europe Contact Center Analytics Market Forecasts and Analysis - By Organization Size
12.2.6 Europe Contact Center Analytics Market Forecasts and Analysis - By Application
12.2.7 Europe Contact Center Analytics Market Forecasts and Analysis - By Industry Vertical
12.2.8 Europe Contact Center Analytics Market Forecasts and Analysis - By Countries
12.2.8.1 Germany Contact Center Analytics Market
12.2.8.1.1 Germany Contact Center Analytics Market by Component
12.2.8.1.2 Germany Contact Center Analytics Market by Deployment Model
12.2.8.1.3 Germany Contact Center Analytics Market by Organization Size
12.2.8.1.4 Germany Contact Center Analytics Market by Application
12.2.8.1.5 Germany Contact Center Analytics Market by Industry Vertical
12.2.8.2 France Contact Center Analytics Market
12.2.8.2.1 France Contact Center Analytics Market by Component
12.2.8.2.2 France Contact Center Analytics Market by Deployment Model
12.2.8.2.3 France Contact Center Analytics Market by Organization Size
12.2.8.2.4 France Contact Center Analytics Market by Application
12.2.8.2.5 France Contact Center Analytics Market by Industry Vertical
12.2.8.3 Italy Contact Center Analytics Market
12.2.8.3.1 Italy Contact Center Analytics Market by Component
12.2.8.3.2 Italy Contact Center Analytics Market by Deployment Model
12.2.8.3.3 Italy Contact Center Analytics Market by Organization Size
12.2.8.3.4 Italy Contact Center Analytics Market by Application
12.2.8.3.5 Italy Contact Center Analytics Market by Industry Vertical
12.2.8.4 United Kingdom Contact Center Analytics Market
12.2.8.4.1 United Kingdom Contact Center Analytics Market by Component
12.2.8.4.2 United Kingdom Contact Center Analytics Market by Deployment Model
12.2.8.4.3 United Kingdom Contact Center Analytics Market by Organization Size
12.2.8.4.4 United Kingdom Contact Center Analytics Market by Application
12.2.8.4.5 United Kingdom Contact Center Analytics Market by Industry Vertical
12.2.8.5 Russia Contact Center Analytics Market
12.2.8.5.1 Russia Contact Center Analytics Market by Component
12.2.8.5.2 Russia Contact Center Analytics Market by Deployment Model
12.2.8.5.3 Russia Contact Center Analytics Market by Organization Size
12.2.8.5.4 Russia Contact Center Analytics Market by Application
12.2.8.5.5 Russia Contact Center Analytics Market by Industry Vertical
12.2.8.6 Rest of Europe Contact Center Analytics Market
12.2.8.6.1 Rest of Europe Contact Center Analytics Market by Component
12.2.8.6.2 Rest of Europe Contact Center Analytics Market by Deployment Model
12.2.8.6.3 Rest of Europe Contact Center Analytics Market by Organization Size
12.2.8.6.4 Rest of Europe Contact Center Analytics Market by Application
12.2.8.6.5 Rest of Europe Contact Center Analytics Market by Industry Vertical
12.3. ASIA-PACIFIC
12.3.1 Asia-Pacific Contact Center Analytics Market Overview
12.3.2 Asia-Pacific Contact Center Analytics Market Forecasts and Analysis
12.3.3 Asia-Pacific Contact Center Analytics Market Forecasts and Analysis - By Component
12.3.4 Asia-Pacific Contact Center Analytics Market Forecasts and Analysis - By Deployment Model
12.3.5 Asia-Pacific Contact Center Analytics Market Forecasts and Analysis - By Organization Size
12.3.6 Asia-Pacific Contact Center Analytics Market Forecasts and Analysis - By Application
12.3.7 Asia-Pacific Contact Center Analytics Market Forecasts and Analysis - By Industry Vertical
12.3.8 Asia-Pacific Contact Center Analytics Market Forecasts and Analysis - By Countries
12.3.8.1 Australia Contact Center Analytics Market
12.3.8.1.1 Australia Contact Center Analytics Market by Component
12.3.8.1.2 Australia Contact Center Analytics Market by Deployment Model
12.3.8.1.3 Australia Contact Center Analytics Market by Organization Size
12.3.8.1.4 Australia Contact Center Analytics Market by Application
12.3.8.1.5 Australia Contact Center Analytics Market by Industry Vertical
12.3.8.2 China Contact Center Analytics Market
12.3.8.2.1 China Contact Center Analytics Market by Component
12.3.8.2.2 China Contact Center Analytics Market by Deployment Model
12.3.8.2.3 China Contact Center Analytics Market by Organization Size
12.3.8.2.4 China Contact Center Analytics Market by Application
12.3.8.2.5 China Contact Center Analytics Market by Industry Vertical
12.3.8.3 India Contact Center Analytics Market
12.3.8.3.1 India Contact Center Analytics Market by Component
12.3.8.3.2 India Contact Center Analytics Market by Deployment Model
12.3.8.3.3 India Contact Center Analytics Market by Organization Size
12.3.8.3.4 India Contact Center Analytics Market by Application
12.3.8.3.5 India Contact Center Analytics Market by Industry Vertical
12.3.8.4 Japan Contact Center Analytics Market
12.3.8.4.1 Japan Contact Center Analytics Market by Component
12.3.8.4.2 Japan Contact Center Analytics Market by Deployment Model
12.3.8.4.3 Japan Contact Center Analytics Market by Organization Size
12.3.8.4.4 Japan Contact Center Analytics Market by Application
12.3.8.4.5 Japan Contact Center Analytics Market by Industry Vertical
12.3.8.5 South Korea Contact Center Analytics Market
12.3.8.5.1 South Korea Contact Center Analytics Market by Component
12.3.8.5.2 South Korea Contact Center Analytics Market by Deployment Model
12.3.8.5.3 South Korea Contact Center Analytics Market by Organization Size
12.3.8.5.4 South Korea Contact Center Analytics Market by Application
12.3.8.5.5 South Korea Contact Center Analytics Market by Industry Vertical
12.3.8.6 Rest of Asia-Pacific Contact Center Analytics Market
12.3.8.6.1 Rest of Asia-Pacific Contact Center Analytics Market by Component
12.3.8.6.2 Rest of Asia-Pacific Contact Center Analytics Market by Deployment Model
12.3.8.6.3 Rest of Asia-Pacific Contact Center Analytics Market by Organization Size
12.3.8.6.4 Rest of Asia-Pacific Contact Center Analytics Market by Application
12.3.8.6.5 Rest of Asia-Pacific Contact Center Analytics Market by Industry Vertical
12.4. MIDDLE EAST AND AFRICA
12.4.1 Middle East and Africa Contact Center Analytics Market Overview
12.4.2 Middle East and Africa Contact Center Analytics Market Forecasts and Analysis
12.4.3 Middle East and Africa Contact Center Analytics Market Forecasts and Analysis - By Component
12.4.4 Middle East and Africa Contact Center Analytics Market Forecasts and Analysis - By Deployment Model
12.4.5 Middle East and Africa Contact Center Analytics Market Forecasts and Analysis - By Organization Size
12.4.6 Middle East and Africa Contact Center Analytics Market Forecasts and Analysis - By Application
12.4.7 Middle East and Africa Contact Center Analytics Market Forecasts and Analysis - By Industry Vertical
12.4.8 Middle East and Africa Contact Center Analytics Market Forecasts and Analysis - By Countries
12.4.8.1 South Africa Contact Center Analytics Market
12.4.8.1.1 South Africa Contact Center Analytics Market by Component
12.4.8.1.2 South Africa Contact Center Analytics Market by Deployment Model
12.4.8.1.3 South Africa Contact Center Analytics Market by Organization Size
12.4.8.1.4 South Africa Contact Center Analytics Market by Application
12.4.8.1.5 South Africa Contact Center Analytics Market by Industry Vertical
12.4.8.2 Saudi Arabia Contact Center Analytics Market
12.4.8.2.1 Saudi Arabia Contact Center Analytics Market by Component
12.4.8.2.2 Saudi Arabia Contact Center Analytics Market by Deployment Model
12.4.8.2.3 Saudi Arabia Contact Center Analytics Market by Organization Size
12.4.8.2.4 Saudi Arabia Contact Center Analytics Market by Application
12.4.8.2.5 Saudi Arabia Contact Center Analytics Market by Industry Vertical
12.4.8.3 U.A.E Contact Center Analytics Market
12.4.8.3.1 U.A.E Contact Center Analytics Market by Component
12.4.8.3.2 U.A.E Contact Center Analytics Market by Deployment Model
12.4.8.3.3 U.A.E Contact Center Analytics Market by Organization Size
12.4.8.3.4 U.A.E Contact Center Analytics Market by Application
12.4.8.3.5 U.A.E Contact Center Analytics Market by Industry Vertical
12.4.8.4 Rest of Middle East and Africa Contact Center Analytics Market
12.4.8.4.1 Rest of Middle East and Africa Contact Center Analytics Market by Component
12.4.8.4.2 Rest of Middle East and Africa Contact Center Analytics Market by Deployment Model
12.4.8.4.3 Rest of Middle East and Africa Contact Center Analytics Market by Organization Size
12.4.8.4.4 Rest of Middle East and Africa Contact Center Analytics Market by Application
12.4.8.4.5 Rest of Middle East and Africa Contact Center Analytics Market by Industry Vertical
12.5. SOUTH AND CENTRAL AMERICA
12.5.1 South and Central America Contact Center Analytics Market Overview
12.5.2 South and Central America Contact Center Analytics Market Forecasts and Analysis
12.5.3 South and Central America Contact Center Analytics Market Forecasts and Analysis - By Component
12.5.4 South and Central America Contact Center Analytics Market Forecasts and Analysis - By Deployment Model
12.5.5 South and Central America Contact Center Analytics Market Forecasts and Analysis - By Organization Size
12.5.6 South and Central America Contact Center Analytics Market Forecasts and Analysis - By Application
12.5.7 South and Central America Contact Center Analytics Market Forecasts and Analysis - By Industry Vertical
12.5.8 South and Central America Contact Center Analytics Market Forecasts and Analysis - By Countries
12.5.8.1 Brazil Contact Center Analytics Market
12.5.8.1.1 Brazil Contact Center Analytics Market by Component
12.5.8.1.2 Brazil Contact Center Analytics Market by Deployment Model
12.5.8.1.3 Brazil Contact Center Analytics Market by Organization Size
12.5.8.1.4 Brazil Contact Center Analytics Market by Application
12.5.8.1.5 Brazil Contact Center Analytics Market by Industry Vertical
12.5.8.2 Argentina Contact Center Analytics Market
12.5.8.2.1 Argentina Contact Center Analytics Market by Component
12.5.8.2.2 Argentina Contact Center Analytics Market by Deployment Model
12.5.8.2.3 Argentina Contact Center Analytics Market by Organization Size
12.5.8.2.4 Argentina Contact Center Analytics Market by Application
12.5.8.2.5 Argentina Contact Center Analytics Market by Industry Vertical
12.5.8.3 Rest of South and Central America Contact Center Analytics Market
12.5.8.3.1 Rest of South and Central America Contact Center Analytics Market by Component
12.5.8.3.2 Rest of South and Central America Contact Center Analytics Market by Deployment Model
12.5.8.3.3 Rest of South and Central America Contact Center Analytics Market by Organization Size
12.5.8.3.4 Rest of South and Central America Contact Center Analytics Market by Application
12.5.8.3.5 Rest of South and Central America Contact Center Analytics Market by Industry Vertical

13. INDUSTRY LANDSCAPE
13.1. MERGERS AND ACQUISITIONS
13.2. AGREEMENTS, COLLABORATIONS AND JOIN VENTURES
13.3. NEW PRODUCT LAUNCHES
13.4. EXPANSIONS AND OTHER STRATEGIC DEVELOPMENTS

14. CONTACT CENTER ANALYTICS MARKET, KEY COMPANY PROFILES
14.1. 8X8, INC.
14.1.1. Key Facts
14.1.2. Business Description
14.1.3. Products and Services
14.1.4. Financial Overview
14.1.5. SWOT Analysis
14.1.6. Key Developments
14.2. CISCO SYSTEMS, INC.
14.2.1. Key Facts
14.2.2. Business Description
14.2.3. Products and Services
14.2.4. Financial Overview
14.2.5. SWOT Analysis
14.2.6. Key Developments
14.3. ENGHOUSE INTERACTIVE
14.3.1. Key Facts
14.3.2. Business Description
14.3.3. Products and Services
14.3.4. Financial Overview
14.3.5. SWOT Analysis
14.3.6. Key Developments
14.4. FIVE9, INC.
14.4.1. Key Facts
14.4.2. Business Description
14.4.3. Products and Services
14.4.4. Financial Overview
14.4.5. SWOT Analysis
14.4.6. Key Developments
14.5. GENESYS
14.5.1. Key Facts
14.5.2. Business Description
14.5.3. Products and Services
14.5.4. Financial Overview
14.5.5. SWOT Analysis
14.5.6. Key Developments
14.6. MITEL NETWORKS CORP
14.6.1. Key Facts
14.6.2. Business Description
14.6.3. Products and Services
14.6.4. Financial Overview
14.6.5. SWOT Analysis
14.6.6. Key Developments
14.7. NICE SYSTEMS LTD.
14.7.1. Key Facts
14.7.2. Business Description
14.7.3. Products and Services
14.7.4. Financial Overview
14.7.5. SWOT Analysis
14.7.6. Key Developments
14.8. ORACLE
14.8.1. Key Facts
14.8.2. Business Description
14.8.3. Products and Services
14.8.4. Financial Overview
14.8.5. SWOT Analysis
14.8.6. Key Developments
14.9. SAP SE
14.9.1. Key Facts
14.9.2. Business Description
14.9.3. Products and Services
14.9.4. Financial Overview
14.9.5. SWOT Analysis
14.9.6. Key Developments
14.10. VERINT
14.10.1. Key Facts
14.10.2. Business Description
14.10.3. Products and Services
14.10.4. Financial Overview
14.10.5. SWOT Analysis
14.10.6. Key Developments

15. APPENDIX
15.1. ABOUT THE INSIGHT PARTNERS
15.2. GLOSSARY OF TERMS
The List of Companies

1. 8x8, Inc.
2. Cisco Systems, Inc.
3. Enghouse Interactive
4. Five9, Inc.
5. Genesys
6. Mitel Networks Corp
7.NICE Systems Ltd.
8. Oracle
9. SAP SE
10. Verint
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