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客服中心用分析的全球市場
市場調查報告書
商品編碼
1194106

客服中心用分析的全球市場

Contact Center Analytics
出版日期: | 出版商: Global Industry Analysts, Inc. | 英文 194 Pages | 商品交期: 最快1-2個工作天內

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簡介目錄

全球客服中心用分析的市場規模預測將從2022年的15億美元，到2030年達到33億美元，在2022年～2030年間預計將以10.4％的年複合成長率成長。

本報告提供全球客服中心用分析市場相關調查分析，提供市場趨勢與推動因素，預測，地區分析，競爭情形等資訊。

調查對象企業範例(全42公司):

  • x, Inc.
  • CallMiner, Inc.
  • Cisco Systems, Inc.
  • Enghouse Interactive
  • Five9, Inc.
  • Genesys Telecommunications Laboratories, Inc.
  • Genpact Ltd.
  • Mitel Networks Corporation
  • NICE Ltd.
  • Oracle Corporation
  • SAP SE
  • Servion Global Solutions
  • Verint Systems, Inc.

目錄

第1章 調查手法

第2章 摘要整理

  • 市場概要
  • 主要企業
  • 市場趨勢與推動因素
  • 全球市場預測

第3章 市場分析

  • 美國
  • 加拿大
  • 日本
  • 中國
  • 歐洲
  • 法國
  • 德國
  • 義大利
  • 英國
  • 其他歐洲
  • 亞太地區
  • 其他地區

第4章 競爭

簡介目錄
Product Code: MCP11294

What`s New for 2023?

»Special coverage on Russia-Ukraine war; global inflation; easing of "zero-Covid" policy in China and its `bumpy` reopening; supply chain disruptions, global trade tensions; and risk of recession.

»Global competitiveness and key competitor percentage market shares

» Market presence across multiple geographies - Strong/Active/Niche/Trivial

»Online interactive peer-to-peer collaborative bespoke updates

»Access to our digital archives and MarketGlass Research Platform

»Complimentary updates for one year

Looking Ahead to 2023

The global economy is at a critical crossroads with a number of interlocking challenges and crises running in parallel. The uncertainty around how Russia`s war on Ukraine will play out this year and the war`s role in creating global instability means that the trouble on the inflation front is not over yet. Food and fuel inflation will remain a persistent economic problem. Higher retail inflation will impact consumer confidence and spending. As governments combat inflation by raising interest rates, new job creation will slowdown and impact economic activity and growth. Lower capital expenditure is in the offing as companies go slow on investments, held back by inflation worries and weaker demand. With slower growth and high inflation, developed markets seem primed to enter into a recession. Fears of new COVID outbreaks and China's already uncertain post-pandemic path poses a real risk of the world experiencing more acute supply chain pain and manufacturing disruptions this year. Volatile financial markets, growing trade tensions, stricter regulatory environment and pressure to mainstream climate change into economic decisions will compound the complexity of challenges faced. Year 2023 is expected to be tough year for most markets, investors and consumers. Nevertheless, there is always opportunity for businesses and their leaders who can chart a path forward with resilience and adaptability.

Global Contact Center Analytics Market to Reach $3.3 Billion by 2030

In the changed post COVID-19 business landscape, the global market for Contact Center Analytics estimated at US$1.5 Billion in the year 2022, is projected to reach a revised size of US$3.3 Billion by 2030, growing at aCAGR of 10.4% over the period 2022-2030. On-Demand, one of the segments analyzed in the report, is projected to record 11.4% CAGR and reach US$2.2 Billion by the end of the analysis period. Taking into account the ongoing post pandemic recovery, growth in the On-Premise segment is readjusted to a revised 8.7% CAGR for the next 8-year period.

The U.S. Market is Estimated at $432.6 Million, While China is Forecast to Grow at 9.7% CAGR

The Contact Center Analytics market in the U.S. is estimated at US$432.6 Million in the year 2022. China, the world`s second largest economy, is forecast to reach a projected market size of US$557.8 Million by the year 2030 trailing a CAGR of 9.7% over the analysis period 2022 to 2030. Among the other noteworthy geographic markets are Japan and Canada, each forecast to grow at 9.6% and 8.5% respectively over the 2022-2030 period. Within Europe, Germany is forecast to grow at approximately 7.9% CAGR.

Select Competitors (Total 42 Featured):

  • x, Inc.
  • CallMiner, Inc.
  • Cisco Systems, Inc.
  • Enghouse Interactive
  • Five9, Inc.
  • Genesys Telecommunications Laboratories, Inc.
  • Genpact Ltd.
  • Mitel Networks Corporation
  • NICE Ltd.
  • Oracle Corporation
  • SAP SE
  • Servion Global Solutions
  • Verint Systems, Inc.

TABLE OF CONTENTS

I. METHODOLOGY

II. EXECUTIVE SUMMARY

  • 1. MARKET OVERVIEW
    • Influencer Market Insights
    • World Market Trajectories
    • Contact Center Analytics - Global Key Competitors Percentage Market Share in 2022 (E)
    • Impact of Covid-19 and a Looming Global Recession
    • Competitive Market Presence - Strong/Active/Niche/Trivial for Players Worldwide in 2022 (E)
  • 2. FOCUS ON SELECT PLAYERS
  • 3. MARKET TRENDS & DRIVERS
  • 4. GLOBAL MARKET PERSPECTIVE
    • TABLE 1: World Recent Past, Current & Future Analysis for Contact Center Analytics by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2022 through 2030 and % CAGR
    • TABLE 2: World 8-Year Perspective for Contact Center Analytics by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets for Years 2023 & 2030
    • TABLE 3: World Recent Past, Current & Future Analysis for On-Demand by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2022 through 2030 and % CAGR
    • TABLE 4: World 8-Year Perspective for On-Demand by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2023 & 2030
    • TABLE 5: World Recent Past, Current & Future Analysis for Log Management by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2022 through 2030 and % CAGR
    • TABLE 6: World 8-Year Perspective for Log Management by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2023 & 2030
    • TABLE 7: World Recent Past, Current & Future Analysis for Workforce Management by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2022 through 2030 and % CAGR
    • TABLE 8: World 8-Year Perspective for Workforce Management by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2023 & 2030
    • TABLE 9: World Recent Past, Current & Future Analysis for Customer Experience Management by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2022 through 2030 and % CAGR
    • TABLE 10: World 8-Year Perspective for Customer Experience Management by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2023 & 2030
    • TABLE 11: World Recent Past, Current & Future Analysis for Other Applications by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2022 through 2030 and % CAGR
    • TABLE 12: World 8-Year Perspective for Other Applications by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2023 & 2030
    • TABLE 13: World Contact Center Analytics Market Analysis of Annual Sales in US$ Thousand for Years 2014 through 2030
    • TABLE 14: World Recent Past, Current & Future Analysis for On-Premise by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2022 through 2030 and % CAGR
    • TABLE 15: World 8-Year Perspective for On-Premise by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2023 & 2030
    • TABLE 16: World Recent Past, Current & Future Analysis for Risk & Compliance Management by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2022 through 2030 and % CAGR
    • TABLE 17: World 8-Year Perspective for Risk & Compliance Management by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2023 & 2030
    • TABLE 18: World Recent Past, Current & Future Analysis for Real-Time Monitoring & Reporting by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2022 through 2030 and % CAGR
    • TABLE 19: World 8-Year Perspective for Real-Time Monitoring & Reporting by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2023 & 2030

III. MARKET ANALYSIS

  • UNITED STATES
    • Contact Center Analytics Market Presence - Strong/Active/Niche/Trivial - Key Competitors in the United States for 2023 (E)
    • TABLE 20: USA Recent Past, Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premise - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 21: USA 8-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premise for the Years 2023 & 2030
    • TABLE 22: USA Recent Past, Current & Future Analysis for Contact Center Analytics by Application - Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 23: USA 8-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications for the Years 2023 & 2030
  • CANADA
    • TABLE 24: Canada Recent Past, Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premise - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 25: Canada 8-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premise for the Years 2023 & 2030
    • TABLE 26: Canada Recent Past, Current & Future Analysis for Contact Center Analytics by Application - Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 27: Canada 8-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications for the Years 2023 & 2030
  • JAPAN
    • Contact Center Analytics Market Presence - Strong/Active/Niche/Trivial - Key Competitors in Japan for 2023 (E)
    • TABLE 28: Japan Recent Past, Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premise - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 29: Japan 8-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premise for the Years 2023 & 2030
    • TABLE 30: Japan Recent Past, Current & Future Analysis for Contact Center Analytics by Application - Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 31: Japan 8-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications for the Years 2023 & 2030
  • CHINA
    • Contact Center Analytics Market Presence - Strong/Active/Niche/Trivial - Key Competitors in China for 2023 (E)
    • TABLE 32: China Recent Past, Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premise - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 33: China 8-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premise for the Years 2023 & 2030
    • TABLE 34: China Recent Past, Current & Future Analysis for Contact Center Analytics by Application - Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 35: China 8-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications for the Years 2023 & 2030
  • EUROPE
    • Contact Center Analytics Market Presence - Strong/Active/Niche/Trivial - Key Competitors in Europe for 2023 (E)
    • TABLE 36: Europe Recent Past, Current & Future Analysis for Contact Center Analytics by Geographic Region - France, Germany, Italy, UK and Rest of Europe Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2022 through 2030 and % CAGR
    • TABLE 37: Europe 8-Year Perspective for Contact Center Analytics by Geographic Region - Percentage Breakdown of Value Sales for France, Germany, Italy, UK and Rest of Europe Markets for Years 2023 & 2030
    • TABLE 38: Europe Recent Past, Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premise - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 39: Europe 8-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premise for the Years 2023 & 2030
    • TABLE 40: Europe Recent Past, Current & Future Analysis for Contact Center Analytics by Application - Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 41: Europe 8-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications for the Years 2023 & 2030
  • FRANCE
    • Contact Center Analytics Market Presence - Strong/Active/Niche/Trivial - Key Competitors in France for 2023 (E)
    • TABLE 42: France Recent Past, Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premise - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 43: France 8-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premise for the Years 2023 & 2030
    • TABLE 44: France Recent Past, Current & Future Analysis for Contact Center Analytics by Application - Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 45: France 8-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications for the Years 2023 & 2030
  • GERMANY
    • Contact Center Analytics Market Presence - Strong/Active/Niche/Trivial - Key Competitors in Germany for 2023 (E)
    • TABLE 46: Germany Recent Past, Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premise - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 47: Germany 8-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premise for the Years 2023 & 2030
    • TABLE 48: Germany Recent Past, Current & Future Analysis for Contact Center Analytics by Application - Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 49: Germany 8-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications for the Years 2023 & 2030
  • ITALY
    • TABLE 50: Italy Recent Past, Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premise - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 51: Italy 8-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premise for the Years 2023 & 2030
    • TABLE 52: Italy Recent Past, Current & Future Analysis for Contact Center Analytics by Application - Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 53: Italy 8-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications for the Years 2023 & 2030
  • UNITED KINGDOM
    • Contact Center Analytics Market Presence - Strong/Active/Niche/Trivial - Key Competitors in the United Kingdom for 2023 (E)
    • TABLE 54: UK Recent Past, Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premise - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 55: UK 8-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premise for the Years 2023 & 2030
    • TABLE 56: UK Recent Past, Current & Future Analysis for Contact Center Analytics by Application - Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 57: UK 8-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications for the Years 2023 & 2030
  • REST OF EUROPE
    • TABLE 58: Rest of Europe Recent Past, Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premise - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 59: Rest of Europe 8-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premise for the Years 2023 & 2030
    • TABLE 60: Rest of Europe Recent Past, Current & Future Analysis for Contact Center Analytics by Application - Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 61: Rest of Europe 8-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications for the Years 2023 & 2030
  • ASIA-PACIFIC
    • Contact Center Analytics Market Presence - Strong/Active/Niche/Trivial - Key Competitors in Asia-Pacific for 2023 (E)
    • TABLE 62: Asia-Pacific Recent Past, Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premise - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 63: Asia-Pacific 8-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premise for the Years 2023 & 2030
    • TABLE 64: Asia-Pacific Recent Past, Current & Future Analysis for Contact Center Analytics by Application - Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 65: Asia-Pacific 8-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications for the Years 2023 & 2030
  • REST OF WORLD
    • TABLE 66: Rest of World Recent Past, Current & Future Analysis for Contact Center Analytics by Deployment - On-Demand and On-Premise - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 67: Rest of World 8-Year Perspective for Contact Center Analytics by Deployment - Percentage Breakdown of Value Sales for On-Demand and On-Premise for the Years 2023 & 2030
    • TABLE 68: Rest of World Recent Past, Current & Future Analysis for Contact Center Analytics by Application - Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications - Independent Analysis of Annual Sales in US$ Thousand for the Years 2022 through 2030 and % CAGR
    • TABLE 69: Rest of World 8-Year Perspective for Contact Center Analytics by Application - Percentage Breakdown of Value Sales for Customer Experience Management, Risk & Compliance Management, Real-Time Monitoring & Reporting, Workforce Management, Log Management and Other Applications for the Years 2023 & 2030

IV. COMPETITION