Table of Contents
Chapter 1. Executive Summary
1.1. Market Snapshot
1.2. Global & Segmental Market Estimates & Forecasts, 2020-2028 (USD Billion)
1.2.1. Contact Center Analytics Market, by Region, 2020-2028 (USD Billion)
1.2.2. Contact Center Analytics Market, by Component, 2020-2028 (USD Billion)
1.2.3. Contact Center Analytics Market, by Deployment Type, 2020-2028 (USD Billion)
1.2.4. Contact Center Analytics Market, by Organization Size, 2020-2028 (USD Billion)
1.2.5. Contact Center Analytics Market, by Application, 2020-2028 (USD Billion)
1.2.6. Contact Center Analytics Market, by Industry, 2020-2028 (USD Billion)
1.3. Key Trends
1.4. Estimation Methodology
1.5. Research Assumption
Chapter 2. Global Contact Center Analytics Market Definition and Scope
2.1. Objective of the Study
2.2. Market Definition & Scope
2.2.1. Scope of the Study
2.2.2. Industry Evolution
2.3. Years Considered for the Study
2.4. Currency Conversion Rates
Chapter 3. Global Contact Center Analytics Market Dynamics
3.1. Contact Center Analytics Market Impact Analysis (2020-2028)
3.1.1. Market Drivers
3.1.1.1. Increasing Demand for better customer experience management solutions
3.1.1.2. Increased compliance requirements
3.1.2. Market Challenges
3.1.2.1. High cost of investment
3.1.2.2. Consumer data privacy rules and regulations
3.1.3. Market Opportunities
3.1.3.1. Growing demand for speech and text analytics
3.1.3.2. Integration of AI
Chapter 4. Global Contact Center Analytics Market Industry Analysis
4.1. Porter's 5 Force Model
4.1.1. Bargaining Power of Suppliers
4.1.2. Bargaining Power of Buyers
4.1.3. Threat of New Entrants
4.1.4. Threat of Substitutes
4.1.5. Competitive Rivalry
4.1.6. Futuristic Approach to Porter's 5 Force Model (2018-2028)
4.2. PEST Analysis
4.2.1. Political
4.2.2. Economical
4.2.3. Social
4.2.4. Technological
4.3. Investment Adoption Model
4.4. Analyst Recommendation & Conclusion
4.5. Top investment opportunity
4.6. Top winning strategies
Chapter 5. Risk Assessment: COVID-19 Impact
5.1.1. Assessment of the overall impact of COVID-19 on the industry
5.1.2. Pre COVID-19 and post COVID-19 Market scenario
Chapter 6. Global Contact Center Analytics Market, by Component
6.1. Market Snapshot
6.2. Global Contact Center Analytics Market by Component, Performance - Potential Analysis
6.3. Global Contact Center Analytics Market Estimates & Forecasts by Component 2018-2028 (USD Billion)
6.4. Contact Center Analytics Market, Sub Segment Analysis
6.4.1. Software
6.4.2. Services
Chapter 7. Global Contact Center Analytics Market, by Deployment Type
7.1. Market Snapshot
7.2. Global Contact Center Analytics Market by Deployment Type, Performance - Potential Analysis
7.3. Global Contact Center Analytics Market Estimates & Forecasts by Deployment Type 2018-2028 (USD Billion)
7.4. Contact Center Analytics Market, Sub Segment Analysis
7.4.1. On-Premises
7.4.2. On-Demand
Chapter 8. Global Contact Center Analytics Market, by Organization Size
8.1. Market Snapshot
8.2. Global Contact Center Analytics Market by Organization Size, Performance - Potential Analysis
8.3. Global Contact Center Analytics Market Estimates & Forecasts by Organization Size 2018-2028 (USD Billion)
8.4. Contact Center Analytics Market, Sub Segment Analysis
8.4.1. Large Enterprises
8.4.2. Small and Medium-Sized Enterprises
Chapter 9. Global Contact Center Analytics Market, by Application
9.1. Market Snapshot
9.2. Global Contact Center Analytics Market by Application, Performance - Potential Analysis
9.3. Global Contact Center Analytics Market Estimates & Forecasts by Application 2018-2028 (USD Billion)
9.4. Contact Center Analytics Market, Sub Segment Analysis
9.4.1. Automatic Call Distributor
9.4.2. Log Management
9.4.3. Risk and Compliance Management
9.4.4. Real-time Monitoring and Reporting
9.4.5. Workforce Optimization
9.4.6. Customer Experience Management
9.4.7. Others
Chapter 10. Global Contact Center Analytics Market, by Industry
10.1. Market Snapshot
10.2. Global Contact Center Analytics Market by Industry, Performance - Potential Analysis
10.3. Global Contact Center Analytics Market Estimates & Forecasts by Industry 2018-2028 (USD Billion)
10.4. Contact Center Analytics Market, Sub Segment Analysis
10.4.1. Healthcare and Life sciences
10.4.2. Banking, Financial Services and Insurance
10.4.3. Manufacturing
10.4.4. Retail and Consumer Goods
10.4.5. Telecom and IT
10.4.6. Energy and Utilities
10.4.7. Government and Defense
10.4.8. Travel and hospitality
10.4.9. Academia and Research
10.4.10. Other industries
Chapter 11. Global Contact Center Analytics Market, Regional Analysis
11.1. Contact Center Analytics Market, Regional Market Snapshot
11.2. North America Contact Center Analytics Market
11.2.1. U.S. Contact Center Analytics Market
11.2.1.1. Component breakdown estimates & forecasts, 2018-2028
11.2.1.2. Deployment Type breakdown estimates & forecasts, 2018-2028
11.2.1.3. Organization Size breakdown estimates & forecasts, 2018-2028
11.2.1.4. Application breakdown estimates & forecasts, 2018-2028
11.2.1.5. Industry breakdown estimates & forecasts, 2018-2028
11.2.2. Canada Contact Center Analytics Market
11.3. Europe Contact Center Analytics Market Snapshot
11.3.1. U.K. Contact Center Analytics Market
11.3.2. Germany Contact Center Analytics Market
11.3.3. France Contact Center Analytics Market
11.3.4. Spain Contact Center Analytics Market
11.3.5. Italy Contact Center Analytics Market
11.3.6. Rest of Europe Contact Center Analytics Market
11.4. Asia-Pacific Contact Center Analytics Market Snapshot
11.4.1. China Contact Center Analytics Market
11.4.2. India Contact Center Analytics Market
11.4.3. Japan Contact Center Analytics Market
11.4.4. Australia Contact Center Analytics Market
11.4.5. South Korea Contact Center Analytics Market
11.4.6. Rest of Asia Pacific Contact Center Analytics Market
11.5. Latin America Contact Center Analytics Market Snapshot
11.5.1. Brazil Contact Center Analytics Market
11.5.2. Mexico Contact Center Analytics Market
11.6. Rest of The World Contact Center Analytics Market
Chapter 12. Competitive Intelligence
12.1. Top Market Strategies
12.2. Company Profiles
12.2.1. 8X8 Inc.
12.2.1.1. Key Information
12.2.1.2. Overview
12.2.1.3. Financial (Subject to Data Availability)
12.2.1.4. Deployment Type Summary
12.2.1.5. Recent Developments
12.2.2. CallMiner
12.2.3. Cisco Systems, Inc.
12.2.4. Enghouse Interactive
12.2.5. Five9, Inc.
12.2.6. Genesys
12.2.7. Genpact Ltd.
12.2.8. Mitel Networks Corp.
12.2.9. Nice Ltd.
12.2.10. Oracle Corp.
Chapter 13. Research Process
13.1. Research Process
13.1.1. Data Mining
13.1.2. Analysis
13.1.3. Market Estimation
13.1.4. Validation
13.1.5. Publishing
13.2. Research Attributes
13.3. Research Assumption