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 2028" 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 2020 to 2028 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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- Sample PDF showcases the content structure and the nature of the information with qualitative and quantitative analysis.
- Request discounts available for Start-Ups & Universities
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 2020 to 2028 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.
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.
- Sample PDF showcases the content structure and the nature of the information with qualitative and quantitative analysis.
- Request discounts available for Start-Ups & Universities
Report Coverage
Revenue forecast, Company Analysis, Industry landscape, Growth factors, and Trends
Segment Covered
This text is related
to segments covered.
Regional Scope
North America, Europe, Asia Pacific, Middle East & Africa, South & Central America
Country Scope
This text is related
to country scope.
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 2028
6.3. MARKET POSITIONING/MARKET SHARE
7. CONTACT CENTER ANALYTICS MARKET - REVENUE AND FORECASTS TO 2028 - 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 2028 - 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 2028 - 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 2028 - 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 2028 - 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 2028 - 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
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
The Insight Partners performs research in 4 major stages: Data Collection & Secondary Research, Primary Research, Data Analysis and Data Triangulation & Final Review.
- Data Collection and Secondary Research:
As a market research and consulting firm operating from a decade, we have published many reports and advised several clients across the globe. First step for any study will start with an assessment of currently available data and insights from existing reports. Further, historical and current market information is collected from Investor Presentations, Annual Reports, SEC Filings, etc., and other information related to company’s performance and market positioning are gathered from Paid Databases (Factiva, Hoovers, and Reuters) and various other publications available in public domain.
Several associations trade associates, technical forums, institutes, societies and organizations are accessed to gain technical as well as market related insights through their publications such as research papers, blogs and press releases related to the studies are referred to get cues about the market. Further, white papers, journals, magazines, and other news articles published in the last 3 years are scrutinized and analyzed to understand the current market trends.
- Primary Research:
The primarily interview analysis comprise of data obtained from industry participants interview and answers to survey questions gathered by in-house primary team.
For primary research, interviews are conducted with industry experts/CEOs/Marketing Managers/Sales Managers/VPs/Subject Matter Experts from both demand and supply side to get a 360-degree view of the market. The primary team conducts several interviews based on the complexity of the markets to understand the various market trends and dynamics which makes research more credible and precise.
A typical research interview fulfils the following functions:
- Provides first-hand information on the market size, market trends, growth trends, competitive landscape, and outlook
- Validates and strengthens in-house secondary research findings
- Develops the analysis team’s expertise and market understanding
Primary research involves email interactions and telephone interviews for each market, category, segment, and sub-segment across geographies. The participants who typically take part in such a process include, but are not limited to:
- Industry participants: VPs, business development managers, market intelligence managers and national sales managers
- Outside experts: Valuation experts, research analysts and key opinion leaders specializing in the electronics and semiconductor industry.
Below is the breakup of our primary respondents by company, designation, and region:
Once we receive the confirmation from primary research sources or primary respondents, we finalize the base year market estimation and forecast the data as per the macroeconomic and microeconomic factors assessed during data collection.
- Data Analysis:
Once data is validated through both secondary as well as primary respondents, we finalize the market estimations by hypothesis formulation and factor analysis at regional and country level.
- 3.1 Macro-Economic Factor Analysis:
We analyse macroeconomic indicators such the gross domestic product (GDP), increase in the demand for goods and services across industries, technological advancement, regional economic growth, governmental policies, the influence of COVID-19, PEST analysis, and other aspects. This analysis aids in setting benchmarks for various nations/regions and approximating market splits. Additionally, the general trend of the aforementioned components aid in determining the market's development possibilities.
- 3.2 Country Level Data:
Various factors that are especially aligned to the country are taken into account to determine the market size for a certain area and country, including the presence of vendors, such as headquarters and offices, the country's GDP, demand patterns, and industry growth. To comprehend the market dynamics for the nation, a number of growth variables, inhibitors, application areas, and current market trends are researched. The aforementioned elements aid in determining the country's overall market's growth potential.
- 3.3 Company Profile:
The “Table of Contents” is formulated by listing and analyzing more than 25 - 30 companies operating in the market ecosystem across geographies. However, we profile only 10 companies as a standard practice in our syndicate reports. These 10 companies comprise leading, emerging, and regional players. Nonetheless, our analysis is not restricted to the 10 listed companies, we also analyze other companies present in the market to develop a holistic view and understand the prevailing trends. The “Company Profiles” section in the report covers key facts, business description, products & services, financial information, SWOT analysis, and key developments. The financial information presented is extracted from the annual reports and official documents of the publicly listed companies. Upon collecting the information for the sections of respective companies, we verify them via various primary sources and then compile the data in respective company profiles. The company level information helps us in deriving the base number as well as in forecasting the market size.
- 3.4 Developing Base Number:
Aggregation of sales statistics (2020-2022) and macro-economic factor, and other secondary and primary research insights are utilized to arrive at base number and related market shares for 2022. The data gaps are identified in this step and relevant market data is analyzed, collected from paid primary interviews or databases. On finalizing the base year market size, forecasts are developed on the basis of macro-economic, industry and market growth factors and company level analysis.
- Data Triangulation and Final Review:
The market findings and base year market size calculations are validated from supply as well as demand side. Demand side validations are based on macro-economic factor analysis and benchmarks for respective regions and countries. In case of supply side validations, revenues of major companies are estimated (in case not available) based on industry benchmark, approximate number of employees, product portfolio, and primary interviews revenues are gathered. Further revenue from target product/service segment is assessed to avoid overshooting of market statistics. In case of heavy deviations between supply and demand side values, all thes steps are repeated to achieve synchronization.
We follow an iterative model, wherein we share our research findings with Subject Matter Experts (SME’s) and Key Opinion Leaders (KOLs) until consensus view of the market is not formulated – this model negates any drastic deviation in the opinions of experts. Only validated and universally acceptable research findings are quoted in our reports.
We have important check points that we use to validate our research findings – which we call – data triangulation, where we validate the information, we generate from secondary sources with primary interviews and then we re-validate with our internal data bases and Subject matter experts. This comprehensive model enables us to deliver high quality, reliable data in shortest possible time.
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