Global Contact Center Analytics Market Research Report 2023

Report ID: 1923155 | Published Date: Jan 2025 | No. of Page: 93 | Base Year: 2024 | Rating: 3.7 | Webstory: Check our Web story
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1 Report Overview
    1.1 Study Scope
    1.2 Market Analysis by Type
        1.2.1 Global Contact Center Analytics Market Size Growth Rate by Type: 2017 VS 2021 VS 2028
        1.2.2 On-Premises
        1.2.3 On-Demand
    1.3 Market by Application
        1.3.1 Global Contact Center Analytics Market Share by Application: 2017 VS 2021 VS 2028
        1.3.2 Automatic Call Distributor
        1.3.3 Log Management
        1.3.4 Risk and Compliance Management
        1.3.5 Real-time Monitoring and Reporting
        1.3.6 Workforce Optimization
        1.3.7 Customer Experience Management
        1.3.8 Others applications
    1.4 Study Objectives
    1.5 Years Considered
2 Global Growth Trends
    2.1 Global Contact Center Analytics Market Perspective (2017-2028)
    2.2 Contact Center Analytics Growth Trends by Region
        2.2.1 Contact Center Analytics Market Size by Region: 2017 VS 2021 VS 2028
        2.2.2 Contact Center Analytics Historic Market Size by Region (2017-2022)
        2.2.3 Contact Center Analytics Forecasted Market Size by Region (2023-2028)
    2.3 Contact Center Analytics Market Dynamics
        2.3.1 Contact Center Analytics Industry Trends
        2.3.2 Contact Center Analytics Market Drivers
        2.3.3 Contact Center Analytics Market Challenges
        2.3.4 Contact Center Analytics Market Restraints
3 Competition Landscape by Key Players
    3.1 Global Top Contact Center Analytics Players by Revenue
        3.1.1 Global Top Contact Center Analytics Players by Revenue (2017-2022)
        3.1.2 Global Contact Center Analytics Revenue Market Share by Players (2017-2022)
    3.2 Global Contact Center Analytics Market Share by Company Type (Tier 1, Tier 2, and Tier 3)
    3.3 Players Covered: Ranking by Contact Center Analytics Revenue
    3.4 Global Contact Center Analytics Market Concentration Ratio
        3.4.1 Global Contact Center Analytics Market Concentration Ratio (CR5 and HHI)
        3.4.2 Global Top 10 and Top 5 Companies by Contact Center Analytics Revenue in 2021
    3.5 Contact Center Analytics Key Players Head office and Area Served
    3.6 Key Players Contact Center Analytics Product Solution and Service
    3.7 Date of Enter into Contact Center Analytics Market
    3.8 Mergers & Acquisitions, Expansion Plans
4 Contact Center Analytics Breakdown Data by Type
    4.1 Global Contact Center Analytics Historic Market Size by Type (2017-2022)
    4.2 Global Contact Center Analytics Forecasted Market Size by Type (2023-2028)
5 Contact Center Analytics Breakdown Data by Application
    5.1 Global Contact Center Analytics Historic Market Size by Application (2017-2022)
    5.2 Global Contact Center Analytics Forecasted Market Size by Application (2023-2028)
6 North America
    6.1 North America Contact Center Analytics Market Size (2017-2028)
    6.2 North America Contact Center Analytics Market Size by Country (2017-2022)
    6.3 North America Contact Center Analytics Market Size by Country (2023-2028)
    6.4 United States
    6.5 Canada
7 Europe
    7.1 Europe Contact Center Analytics Market Size (2017-2028)
    7.2 Europe Contact Center Analytics Market Size by Country (2017-2022)
    7.3 Europe Contact Center Analytics Market Size by Country (2023-2028)
    7.4 Germany
    7.5 France
    7.6 U.K.
    7.7 Italy
    7.8 Russia
    7.9 Nordic Countries
8 Asia-Pacific
    8.1 Asia-Pacific Contact Center Analytics Market Size (2017-2028)
    8.2 Asia-Pacific Contact Center Analytics Market Size by Country (2017-2022)
    8.3 Asia-Pacific Contact Center Analytics Market Size by Country (2023-2028)
    8.4 China
    8.5 Japan
    8.6 South Korea
    8.7 Southeast Asia
    8.8 India
    8.9 Australia
9 Latin America
    9.1 Latin America Contact Center Analytics Market Size (2017-2028)
    9.2 Latin America Contact Center Analytics Market Size by Country (2017-2022)
    9.3 Latin America Contact Center Analytics Market Size by Country (2023-2028)
    9.4 Mexico
    9.5 Brazil
10 Middle East & Africa
    10.1 Middle East & Africa Contact Center Analytics Market Size (2017-2028)
    10.2 Middle East & Africa Contact Center Analytics Market Size by Country (2017-2022)
    10.3 Middle East & Africa Contact Center Analytics Market Size by Country (2023-2028)
    10.4 Turkey
    10.5 Saudi Arabia
    10.6 UAE
11 Key Players Profiles
    11.1 Cisco Systems, Inc.
        11.1.1 Cisco Systems, Inc. Company Detail
        11.1.2 Cisco Systems, Inc. Business Overview
        11.1.3 Cisco Systems, Inc. Contact Center Analytics Introduction
        11.1.4 Cisco Systems, Inc. Revenue in Contact Center Analytics Business (2017-2022)
        11.1.5 Cisco Systems, Inc. Recent Development
    11.2 Genpact Limited
        11.2.1 Genpact Limited Company Detail
        11.2.2 Genpact Limited Business Overview
        11.2.3 Genpact Limited Contact Center Analytics Introduction
        11.2.4 Genpact Limited Revenue in Contact Center Analytics Business (2017-2022)
        11.2.5 Genpact Limited Recent Development
    11.3 Verint Systems Inc.
        11.3.1 Verint Systems Inc. Company Detail
        11.3.2 Verint Systems Inc. Business Overview
        11.3.3 Verint Systems Inc. Contact Center Analytics Introduction
        11.3.4 Verint Systems Inc. Revenue in Contact Center Analytics Business (2017-2022)
        11.3.5 Verint Systems Inc. Recent Development
    11.4 8x8, Inc.
        11.4.1 8x8, Inc. Company Detail
        11.4.2 8x8, Inc. Business Overview
        11.4.3 8x8, Inc. Contact Center Analytics Introduction
        11.4.4 8x8, Inc. Revenue in Contact Center Analytics Business (2017-2022)
        11.4.5 8x8, Inc. Recent Development
    11.5 Genesys
        11.5.1 Genesys Company Detail
        11.5.2 Genesys Business Overview
        11.5.3 Genesys Contact Center Analytics Introduction
        11.5.4 Genesys Revenue in Contact Center Analytics Business (2017-2022)
        11.5.5 Genesys Recent Development
    11.6 Oracle Corporation
        11.6.1 Oracle Corporation Company Detail
        11.6.2 Oracle Corporation Business Overview
        11.6.3 Oracle Corporation Contact Center Analytics Introduction
        11.6.4 Oracle Corporation Revenue in Contact Center Analytics Business (2017-2022)
        11.6.5 Oracle Corporation Recent Development
    11.7 Mitel Networks Corporation
        11.7.1 Mitel Networks Corporation Company Detail
        11.7.2 Mitel Networks Corporation Business Overview
        11.7.3 Mitel Networks Corporation Contact Center Analytics Introduction
        11.7.4 Mitel Networks Corporation Revenue in Contact Center Analytics Business (2017-2022)
        11.7.5 Mitel Networks Corporation Recent Development
    11.8 SAP SE
        11.8.1 SAP SE Company Detail
        11.8.2 SAP SE Business Overview
        11.8.3 SAP SE Contact Center Analytics Introduction
        11.8.4 SAP SE Revenue in Contact Center Analytics Business (2017-2022)
        11.8.5 SAP SE Recent Development
    11.9 Nice Ltd.
        11.9.1 Nice Ltd. Company Detail
        11.9.2 Nice Ltd. Business Overview
        11.9.3 Nice Ltd. Contact Center Analytics Introduction
        11.9.4 Nice Ltd. Revenue in Contact Center Analytics Business (2017-2022)
        11.9.5 Nice Ltd. Recent Development
    11.10 Enghouse Interactive
        11.10.1 Enghouse Interactive Company Detail
        11.10.2 Enghouse Interactive Business Overview
        11.10.3 Enghouse Interactive Contact Center Analytics Introduction
        11.10.4 Enghouse Interactive Revenue in Contact Center Analytics Business (2017-2022)
        11.10.5 Enghouse Interactive Recent Development
    11.11 Five9, Inc.
        11.11.1 Five9, Inc. Company Detail
        11.11.2 Five9, Inc. Business Overview
        11.11.3 Five9, Inc. Contact Center Analytics Introduction
        11.11.4 Five9, Inc. Revenue in Contact Center Analytics Business (2017-2022)
        11.11.5 Five9, Inc. Recent Development
    11.12 Callminer
        11.12.1 Callminer Company Detail
        11.12.2 Callminer Business Overview
        11.12.3 Callminer Contact Center Analytics Introduction
        11.12.4 Callminer Revenue in Contact Center Analytics Business (2017-2022)
        11.12.5 Callminer Recent Development
    11.13 Servion Global Solutions
        11.13.1 Servion Global Solutions Company Detail
        11.13.2 Servion Global Solutions Business Overview
        11.13.3 Servion Global Solutions Contact Center Analytics Introduction
        11.13.4 Servion Global Solutions Revenue in Contact Center Analytics Business (2017-2022)
        11.13.5 Servion Global Solutions Recent Development
12 Analyst's Viewpoints/Conclusions
13 Appendix
    13.1 Research Methodology
        13.1.1 Methodology/Research Approach
        13.1.2 Data Source
    13.2 Disclaimer
    13.3 Author Details

List of Tables
    Table 1. Global Contact Center Analytics Market Size Growth Rate by Type (US$ Million): 2017 VS 2021 VS 2028
    Table 2. Key Players of On-Premises
    Table 3. Key Players of On-Demand
    Table 4. Global Contact Center Analytics Market Size Growth by Application (US$ Million): 2017 VS 2021 VS 2028
    Table 5. Global Contact Center Analytics Market Size by Region (US$ Million): 2017 VS 2021 VS 2028
    Table 6. Global Contact Center Analytics Market Size by Region (2017-2022) & (US$ Million)
    Table 7. Global Contact Center Analytics Market Share by Region (2017-2022)
    Table 8. Global Contact Center Analytics Forecasted Market Size by Region (2023-2028) & (US$ Million)
    Table 9. Global Contact Center Analytics Market Share by Region (2023-2028)
    Table 10. Contact Center Analytics Market Trends
    Table 11. Contact Center Analytics Market Drivers
    Table 12. Contact Center Analytics Market Challenges
    Table 13. Contact Center Analytics Market Restraints
    Table 14. Global Contact Center Analytics Revenue by Players (2017-2022) & (US$ Million)
    Table 15. Global Contact Center Analytics Market Share by Players (2017-2022)
    Table 16. Global Top Contact Center Analytics Players by Company Type (Tier 1, Tier 2, and Tier 3) & (based on the Revenue in Contact Center Analytics as of 2021)
    Table 17. Ranking of Global Top Contact Center Analytics Companies by Revenue (US$ Million) in 2021
    Table 18. Global 5 Largest Players Market Share by Contact Center Analytics Revenue (CR5 and HHI) & (2017-2022)
    Table 19. Key Players Headquarters and Area Served
    Table 20. Key Players Contact Center Analytics Product Solution and Service
    Table 21. Date of Enter into Contact Center Analytics Market
    Table 22. Mergers & Acquisitions, Expansion Plans
    Table 23. Global Contact Center Analytics Market Size by Type (2017-2022) & (US$ Million)
    Table 24. Global Contact Center Analytics Revenue Market Share by Type (2017-2022)
    Table 25. Global Contact Center Analytics Forecasted Market Size by Type (2023-2028) & (US$ Million)
    Table 26. Global Contact Center Analytics Revenue Market Share by Type (2023-2028)
    Table 27. Global Contact Center Analytics Market Size by Application (2017-2022) & (US$ Million)
    Table 28. Global Contact Center Analytics Revenue Market Share by Application (2017-2022)
    Table 29. Global Contact Center Analytics Forecasted Market Size by Application (2023-2028) & (US$ Million)
    Table 30. Global Contact Center Analytics Revenue Market Share by Application (2023-2028)
    Table 31. North America Contact Center Analytics Market Size by Country (2017-2022) & (US$ Million)
    Table 32. North America Contact Center Analytics Market Size by Country (2023-2028) & (US$ Million)
    Table 33. Europe Contact Center Analytics Market Size by Country (2017-2022) & (US$ Million)
    Table 34. Europe Contact Center Analytics Market Size by Country (2023-2028) & (US$ Million)
    Table 35. Asia-Pacific Contact Center Analytics Market Size by Region (2017-2022) & (US$ Million)
    Table 36. Asia-Pacific Contact Center Analytics Market Size by Region (2023-2028) & (US$ Million)
    Table 37. Latin America Contact Center Analytics Market Size by Country (2017-2022) & (US$ Million)
    Table 38. Latin America Contact Center Analytics Market Size by Country (2023-2028) & (US$ Million)
    Table 39. Middle East & Africa Contact Center Analytics Market Size by Country (2017-2022) & (US$ Million)
    Table 40. Middle East & Africa Contact Center Analytics Market Size by Country (2023-2028) & (US$ Million)
    Table 41. Cisco Systems, Inc. Company Detail
    Table 42. Cisco Systems, Inc. Business Overview
    Table 43. Cisco Systems, Inc. Contact Center Analytics Product
    Table 44. Cisco Systems, Inc. Revenue in Contact Center Analytics Business (2017-2022) & (US$ Million)
    Table 45. Cisco Systems, Inc. Recent Development
    Table 46. Genpact Limited Company Detail
    Table 47. Genpact Limited Business Overview
    Table 48. Genpact Limited Contact Center Analytics Product
    Table 49. Genpact Limited Revenue in Contact Center Analytics Business (2017-2022) & (US$ Million)
    Table 50. Genpact Limited Recent Development
    Table 51. Verint Systems Inc. Company Detail
    Table 52. Verint Systems Inc. Business Overview
    Table 53. Verint Systems Inc. Contact Center Analytics Product
    Table 54. Verint Systems Inc. Revenue in Contact Center Analytics Business (2017-2022) & (US$ Million)
    Table 55. Verint Systems Inc. Recent Development
    Table 56. 8x8, Inc. Company Detail
    Table 57. 8x8, Inc. Business Overview
    Table 58. 8x8, Inc. Contact Center Analytics Product
    Table 59. 8x8, Inc. Revenue in Contact Center Analytics Business (2017-2022) & (US$ Million)
    Table 60. 8x8, Inc. Recent Development
    Table 61. Genesys Company Detail
    Table 62. Genesys Business Overview
    Table 63. Genesys Contact Center Analytics Product
    Table 64. Genesys Revenue in Contact Center Analytics Business (2017-2022) & (US$ Million)
    Table 65. Genesys Recent Development
    Table 66. Oracle Corporation Company Detail
    Table 67. Oracle Corporation Business Overview
    Table 68. Oracle Corporation Contact Center Analytics Product
    Table 69. Oracle Corporation Revenue in Contact Center Analytics Business (2017-2022) & (US$ Million)
    Table 70. Oracle Corporation Recent Development
    Table 71. Mitel Networks Corporation Company Detail
    Table 72. Mitel Networks Corporation Business Overview
    Table 73. Mitel Networks Corporation Contact Center Analytics Product
    Table 74. Mitel Networks Corporation Revenue in Contact Center Analytics Business (2017-2022) & (US$ Million)
    Table 75. Mitel Networks Corporation Recent Development
    Table 76. SAP SE Company Detail
    Table 77. SAP SE Business Overview
    Table 78. SAP SE Contact Center Analytics Product
    Table 79. SAP SE Revenue in Contact Center Analytics Business (2017-2022) & (US$ Million)
    Table 80. SAP SE Recent Development
    Table 81. Nice Ltd. Company Detail
    Table 82. Nice Ltd. Business Overview
    Table 83. Nice Ltd. Contact Center Analytics Product
    Table 84. Nice Ltd. Revenue in Contact Center Analytics Business (2017-2022) & (US$ Million)
    Table 85. Nice Ltd. Recent Development
    Table 86. Enghouse Interactive Company Detail
    Table 87. Enghouse Interactive Business Overview
    Table 88. Enghouse Interactive Contact Center Analytics Product
    Table 89. Enghouse Interactive Revenue in Contact Center Analytics Business (2017-2022) & (US$ Million)
    Table 90. Enghouse Interactive Recent Development
    Table 91. Five9, Inc. Company Detail
    Table 92. Five9, Inc. Business Overview
    Table 93. Five9, Inc. Contact Center AnalyticsProduct
    Table 94. Five9, Inc. Revenue in Contact Center Analytics Business (2017-2022) & (US$ Million)
    Table 95. Five9, Inc. Recent Development
    Table 96. Callminer Company Detail
    Table 97. Callminer Business Overview
    Table 98. Callminer Contact Center AnalyticsProduct
    Table 99. Callminer Revenue in Contact Center Analytics Business (2017-2022) & (US$ Million)
    Table 100. Callminer Recent Development
    Table 101. Servion Global Solutions Company Detail
    Table 102. Servion Global Solutions Business Overview
    Table 103. Servion Global Solutions Contact Center AnalyticsProduct
    Table 104. Servion Global Solutions Revenue in Contact Center Analytics Business (2017-2022) & (US$ Million)
    Table 105. Servion Global Solutions Recent Development
    Table 106. Research Programs/Design for This Report
    Table 107. Key Data Information from Secondary Sources
    Table 108. Key Data Information from Primary Sources
List of Figures
    Figure 1. Global Contact Center Analytics Market Share by Type: 2021 VS 2028
    Figure 2. On-Premises Features
    Figure 3. On-Demand Features
    Figure 4. Global Contact Center Analytics Market Share by Application in 2021 & 2028
    Figure 5. Automatic Call Distributor Case Studies
    Figure 6. Log Management Case Studies
    Figure 7. Risk and Compliance Management Case Studies
    Figure 8. Real-time Monitoring and Reporting Case Studies
    Figure 9. Workforce Optimization Case Studies
    Figure 10. Customer Experience Management Case Studies
    Figure 11. Others applications Case Studies
    Figure 12. Contact Center Analytics Report Years Considered
    Figure 13. Global Contact Center Analytics Market Size (US$ Million), Year-over-Year: 2017-2028
    Figure 14. Global Contact Center Analytics Market Size, (US$ Million), 2017 VS 2021 VS 2028
    Figure 15. Global Contact Center Analytics Market Share by Region: 2021 VS 2028
    Figure 16. Global Contact Center Analytics Market Share by Players in 2021
    Figure 17. Global Top Contact Center Analytics Players by Company Type (Tier 1, Tier 2, and Tier 3) & (based on the Revenue in Contact Center Analytics as of 2021)
    Figure 18. The Top 10 and 5 Players Market Share by Contact Center Analytics Revenue in 2021
    Figure 19. North America Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 20. North America Contact Center Analytics Market Share by Country (2017-2028)
    Figure 21. United States Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 22. Canada Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 23. Europe Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 24. Europe Contact Center Analytics Market Share by Country (2017-2028)
    Figure 25. Germany Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 26. France Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 27. U.K. Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 28. Italy Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 29. Russia Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 30. Nordic Countries Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 31. Asia-Pacific Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 32. Asia-Pacific Contact Center Analytics Market Share by Region (2017-2028)
    Figure 33. China Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 34. Japan Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 35. South Korea Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 36. Southeast Asia Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 37. India Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 38. Australia Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 39. Latin America Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 40. Latin America Contact Center Analytics Market Share by Country (2017-2028)
    Figure 41. Mexico Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 42. Brazil Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 43. Middle East & Africa Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 44. Middle East & Africa Contact Center Analytics Market Share by Country (2017-2028)
    Figure 45. Turkey Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 46. Saudi Arabia Contact Center Analytics Market Size YoY Growth (2017-2028) & (US$ Million)
    Figure 47. Cisco Systems, Inc. Revenue Growth Rate in Contact Center Analytics Business (2017-2022)
    Figure 48. Genpact Limited Revenue Growth Rate in Contact Center Analytics Business (2017-2022)
    Figure 49. Verint Systems Inc. Revenue Growth Rate in Contact Center Analytics Business (2017-2022)
    Figure 50. 8x8, Inc. Revenue Growth Rate in Contact Center Analytics Business (2017-2022)
    Figure 51. Genesys Revenue Growth Rate in Contact Center Analytics Business (2017-2022)
    Figure 52. Oracle Corporation Revenue Growth Rate in Contact Center Analytics Business (2017-2022)
    Figure 53. Mitel Networks Corporation Revenue Growth Rate in Contact Center Analytics Business (2017-2022)
    Figure 54. SAP SE Revenue Growth Rate in Contact Center Analytics Business (2017-2022)
    Figure 55. Nice Ltd. Revenue Growth Rate in Contact Center Analytics Business (2017-2022)
    Figure 56. Enghouse Interactive Revenue Growth Rate in Contact Center Analytics Business (2017-2022)
    Figure 57. Five9, Inc. Revenue Growth Rate in Contact Center Analytics Business (2017-2022)
    Figure 58. Callminer Revenue Growth Rate in Contact Center Analytics Business (2017-2022)
    Figure 59. Servion Global Solutions Revenue Growth Rate in Contact Center Analytics Business (2017-2022)
    Figure 60. Bottom-up and Top-down Approaches for This Report
    Figure 61. Data Triangulation
    Figure 62. Key Executives Interviewed
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Companies Included in Reports:
Cisco Systems, Inc.
Genpact Limited
Verint Systems Inc.
8x8, Inc.
Genesys
Oracle Corporation
Mitel Networks Corporation
SAP SE
Nice Ltd.
Enghouse Interactive
Five9, Inc.
Callminer
Servion Global Solutions
Frequently Asked Questions
Contact Center Analytics report offers great insights of the market and consumer data and their interpretation through various figures and graphs. Report has embedded global market and regional market deep analysis through various research methodologies. The report also offers great competitor analysis of the industries and highlights the key aspect of their business like success stories, market development and growth rate.
Contact Center Analytics report is categorised based on following features:
  1. Global Market Players
  2. Geopolitical regions
  3. Consumer Insights
  4. Technological advancement
  5. Historic and Future Analysis of the Market
Contact Center Analytics report is designed on the six basic aspects of analysing the market, which covers the SWOT and SWAR analysis like strength, weakness, opportunity, threat, aspirations and results. This methodology helps investors to reach on to the desired and correct decision to put their capital into the market.

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