Table of Content

"1    INTRODUCTION    37
1.1    OBJECTIVES OF THE STUDY    37
1.2    MARKET DEFINITION    37
1.2.1    INCLUSIONS AND EXCLUSIONS    38
1.3    MARKET SCOPE    38
1.3.1    MARKET SEGMENTATION    38
1.3.2    REGIONS COVERED    39
1.3.3    YEARS CONSIDERED FOR THE STUDY    39
1.4    CURRENCY CONSIDERED    40
TABLE 1    UNITED STATES DOLLAR EXCHANGE RATE, 2019–2021    40
1.5    STAKEHOLDERS    40
1.6    SUMMARY OF CHANGES    40
2    RESEARCH METHODOLOGY    42
2.1    RESEARCH DATA    42
FIGURE 1    GLOBAL CONTACT CENTER ANALYTICS MARKET: RESEARCH DESIGN    42
2.1.1    SECONDARY DATA    43
2.1.2    PRIMARY DATA    43
TABLE 2    PRIMARY INTERVIEWS    43
2.1.2.1    Breakup of primary profiles    43
2.1.2.2    Key industry insights    44
2.2    MARKET BREAKUP AND DATA TRIANGULATION    45
FIGURE 2    DATA TRIANGULATION    45
2.3    MARKET SIZE ESTIMATION    45
FIGURE 3    CONTACT CENTER ANALYTICS MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES    46
2.3.1    TOP-DOWN APPROACH    46
2.3.2    BOTTOM-UP APPROACH    47
FIGURE 4    MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 1 (SUPPLY-SIDE): REVENUE OF SOLUTIONS/SERVICES OF THE CONTACT CENTER ANALYTICS MARKET    47
FIGURE 5    MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE OF ALL SOLUTIONS/SERVICES OF THE CONTACT CENTER ANALYTICS MARKET    48
FIGURE 6    MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOFTWARE/SERVICES OF THE CONTACT CENTER ANALYTICS MARKET    49
FIGURE 7    MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CONTACT CENTER ANALYTICS THROUGH OVERALL CONTACT CENTER ANALYTICS SPENDING    49

2.4    MARKET FORECAST    50
TABLE 3    FACTOR ANALYSIS    50
2.5    ASSUMPTIONS FOR THE STUDY    51
2.6    LIMITATIONS OF THE STUDY    51
3    EXECUTIVE SUMMARY    52
TABLE 4    GLOBAL CONTACT CENTER ANALYTICS MARKET AND GROWTH RATE,  
2016–2021 (USD MILLION, Y-O-Y%)    53
TABLE 5    GLOBAL CONTACT CENTER ANALYTICS MARKET AND GROWTH RATE,  
2022–2027 (USD MILLION, Y-O-Y%)    53
FIGURE 8    SOFTWARE SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET  SIZE IN 2022    53
FIGURE 9    PROFESSIONAL SERVICES SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 2022    54
FIGURE 10    SPEECH ANALYTICS SOFTWARE SEGMENT EXPECTED TO DOMINATE THE MARKET IN 2022    54
FIGURE 11    CLOUD SEGMENT EXPECTED TO LEAD THE MARKET IN 2022    55
FIGURE 12    CUSTOMER EXPERIENCE MANAGEMENT SEGMENT EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE IN 2022    55
FIGURE 13    NORTH AMERICA EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SHARE  IN 2022    56
4    PREMIUM INSIGHTS    57
4.1    ATTRACTIVE OPPORTUNITIES IN THE CONTACT CENTER ANALYTICS MARKET    57
FIGURE 14    INCREASING ADOPTION OF AI AND ML TECHNOLOGIES TO BOOST THE MARKET GROWTH    57
4.2    CONTACT CENTER ANALYTICS MARKET, BY VERTICAL    57
FIGURE 15    BANKING, FINANCIAL SERVICES, AND INSURANCE SEGMENT EXPECTED TO LEAD THE MARKET BY 2027    57
4.3    CONTACT CENTER ANALYTICS MARKET, BY REGION    58
FIGURE 16    NORTH AMERICA EXPECTED TO ACCOUNT FOR LARGEST MARKET SHARE  IN 2022    58
4.4    CONTACT CENTER ANALYTICS MARKET, BY APPLICATION AND SOFTWARE    58
FIGURE 17    CUSTOMER EXPERIENCE MANAGEMENT AND SPEECH ANALYTICS SEGMENTS ESTIMATED TO ACCOUNT FOR A SIGNIFICANT MARKET SHARE IN 2022    58
5    MARKET OVERVIEW AND INDUSTRY TRENDS    59
5.1    INTRODUCTION    59
5.2    MARKET DYNAMICS    59
FIGURE 18    DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CONTACT CENTER ANALYTICS MARKET    60
5.2.1    DRIVERS    60
5.2.1.1    Rising adoption of advanced contact center technologies    60
5.2.1.2    Demand for better customer experience management solutions    60
5.2.1.3    Increasing adoption of cloud-based contact center solutions during and after COVID-19    61
5.2.2    RESTRAINTS    61
5.2.2.1    High cost of investment    61
5.2.2.2    Regulations and legal issues    62
5.2.2.3    Impact of IVR frauds and cyber-attacks on business operations    62
5.2.3    OPPORTUNITIES    62
5.2.3.1    Rising demand for speech and text analytics    62
5.2.3.2    Dynamic customer demand for robust self-service interactions    63
5.2.4    CHALLENGES    63
5.2.4.1    Data privacy and security concerns    63
5.2.4.2    Lack of a clear and holistic analytics approach in contact centers    63
5.3    CONTACT CENTER ANALYTICS MARKET: COVID-19 IMPACT    64
5.4    CONTACT CENTER ANALYTICS: EVOLUTION    64
FIGURE 19    EVOLUTION OF CONTACT CENTER ANALYTICS    65
5.5    CASE STUDY ANALYSIS    66
5.5.1    BANKING, FINANCIAL SERVICES, AND INSURANCE    66
5.5.1.1    Case study: Maximize marketing campaign effectiveness during the pandemic    66
5.5.2    HEALTHCARE AND LIFE SCIENCES    67
5.5.2.1    Case study: Leveraging agent assist to improve efficiency and call quality    67
5.5.3    MANUFACTURING    68
5.5.3.1    Case study: Improving disaster preparedness and call center services    68
5.5.4    RETAIL AND CONSUMER GOODS    68
5.5.4.1    Case study: Enhancing personalized experiences with high-speed innovation    68
5.5.5    TRAVEL AND HOSPITALITY    69
5.5.5.1    Case study 1: Enabling omnichannel communication and omnichannel quality management for better customer service and agent empowerment    69
5.5.6    GOVERNMENT AND PUBLIC SECTOR    69
5.5.6.1    Case study 2: Improving efficiency during the busiest season    69
5.5.7    ENERGY AND UTILITIES    70
5.5.7.1    Case study 3: Increasing client base, tracking calls, and improving bonding with employees    70
5.5.8    TELECOM AND IT    71
5.5.8.1    Case study 4: Increasing customer service by reducing the number of dropped calls, time lags, and eliminating line disturbances    71
5.5.9    ECOSYSTEM    72
FIGURE 20    CONTACT CENTER MARKET: ECOSYSTEM    72
5.6    SUPPLY/VALUE CHAIN ANALYSIS    73
FIGURE 21    SUPPLY/VALUE CHAIN ANALYSIS    73
TABLE 6    CONTACT CENTER ANALYTICSMARKET: VALUE/SUPPLY CHAIN    74

5.6.1    PATENT ANALYSIS    75
5.6.1.1    Methodology    75
5.6.1.2    Document type    75
TABLE 7    PATENTS FILED, 2018-2021    75
5.6.1.3    INNOVATION AND PATENT APPLICATIONS    75
FIGURE 22    TOTAL NUMBER OF PATENTS GRANTED IN A YEAR, 2018–2021    75
5.6.1.4    Top applicants    76
FIGURE 23    TOP 10 COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS, 2018–2021    76
5.6.2    PRICING MODEL ANALYSIS, 2021    76
TABLE 8    CONTACT CENTER ANALYTICS MARKET: PRICING MODEL ANALYSIS, 2021    77
5.7    KEY CONFERENCES & EVENTS IN 2022-2023    77
TABLE 9    CONTACT CENTER MARKET: DETAILED LIST OF CONFERENCES & EVENTS    77
5.8    PORTER’S FIVE FORCES ANALYSIS    78
FIGURE 24    CONTACT CENTER ANALYTICS MARKET: PORTER’S FIVE FORCES ANALYSIS    78
TABLE 10    CONTACT CENTER ANALYTICS MARKET: PORTER’S FIVE FORCES ANALYSIS    79
5.8.1    THREAT OF NEW ENTRANTS    79
5.8.2    THREAT OF SUBSTITUTES    79
5.8.3    BARGAINING POWER OF SUPPLIERS    79
5.8.4    BARGAINING POWER OF BUYERS    80
5.8.5    INTENSITY OF COMPETITIVE RIVALRY    80
5.9    TECHNOLOGY ANALYSIS    80
5.9.1    AI AND CONTACT CENTER ANALYTICS    80
5.9.2    ML AND CONTACT CENTER ANALYTICS    81
5.9.3    NLP AND CONTACT CENTER ANALYTICS    81
5.9.4    CLOUD COMPUTING AND CONTACT CENTER ANALYTICS    81
5.9.5    ADVANCED ANALYTICS    81
5.9.5.1    Speech analytics    82
5.9.5.2    Social media analytics    82
5.9.5.3    Predictive analytics    82
5.9.5.4    Sentiment analytics    82
5.9.5.5    Real-time monitoring and analytics    83
5.10    REGULATORY IMPLICATIONS    83
5.10.1    INTRODUCTION    83
5.10.2    SARBANES-OXLEY ACT OF 2002    83
5.10.3    GENERAL DATA PROTECTION REGULATION    84
5.10.4    CALIFORNIA CONSUMER PRIVACY ACT    84
5.10.5    THE INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 27001    84
5.10.6    PERSONAL DATA PROTECTION ACT    85
5.10.7    OPEN GEOSPATIAL CONSORTIUM    85
5.10.8    WORLD WIDE WEB CONSORTIUM    86

6    CONTACT CENTER ANALYTICS MARKET, BY COMPONENT    87
6.1    INTRODUCTION    88
6.1.1    COMPONENT: CONTACT CENTER ANALYTICS MARKET DRIVERS    88
6.1.2    COMPONENT: COVID-19 IMPACT    88
FIGURE 25    SERVICES SEGMENT EXPECTED TO GROW AT A LARGER MARKET SIZE DURING THE FORECAST PERIOD    89
TABLE 11    CONTACT CENTER ANALYTICS MARKET, BY COMPONENT,
2016–2021 (USD MILLION)    89
TABLE 12    CONTACT CENTER ANALYTICS MARKET, BY COMPONENT,
2022–2027 (USD MILLION)    89
6.2    SOFTWARE    90
6.2.1    DIGITIZATION AND TECHNOLOGICAL ADVANCEMENTS IN CONTACT CENTER ANALYTICS SOFTWARE    90
FIGURE 26    SPEECH ANALYTICS SEGMENT EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE BY 2027    90
TABLE 13    CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE,
2016–2021 (USD MILLION)    91
TABLE 14    CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE,
2022–2027 (USD MILLION)    91
6.2.1.1    Speech analytics    91
TABLE 15    SPEECH ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2016–2021 (USD MILLION)    92
TABLE 16    SPEECH ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2022–2027 (USD MILLION)    92
6.2.1.2    Cross-channel analytics    92
TABLE 17    CROSS-CHANNEL ANALYTICS: CONTACT CENTER ANALYTICS MARKET,
BY REGION,  2016–2021 (USD MILLION)    93
TABLE 18    CROSS-CHANNEL ANALYTICS: CONTACT CENTER ANALYTICS MARKET,
BY REGION,  2022–2027 (USD MILLION)    93
6.2.1.3    Predictive analytics    93
TABLE 19    PREDICTIVE ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2016–2021 (USD MILLION)    94
TABLE 20    PREDICTIVE ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2022–2027 (USD MILLION)    94
6.2.1.4    Performance analytics    94
TABLE 21    PERFORMANCE ANALYTICS: CONTACT CENTER ANALYTICS MARKET,
BY REGION,  2016–2021 (USD MILLION)    95
TABLE 22    PERFORMANCE ANALYTICS: CONTACT CENTER ANALYTICS MARKET,
BY REGION,  2022–2027 (USD MILLION)    95
6.2.1.5    Text analytics    95
TABLE 23    TEXT ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION,  
2016–2021 (USD MILLION)    96
TABLE 24    TEXT ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION,  
2022–2027 (USD MILLION)    96

6.2.1.6    Desktop analytics    96
TABLE 25    DESKTOP ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2016–2021 (USD MILLION)    97
TABLE 26    DESKTOPS ANALYTICS: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2022–2027 (USD MILLION)    97
6.3    SERVICES    97
6.3.1    SERVICES IDENTIFY THE TYPE OF INTEGRATION REQUIRED
BY ORGANIZATIONS TO MEET THEIR CONTACT CENTER DEMANDS    97
FIGURE 27    PROFESSIONAL SERVICES SEGMENT EXPECTED TO GROW AT A HIGHER RATE DURING THE FORECAST PERIOD    98
TABLE 27    CONTACT CENTER ANALYTICS MARKET, BY SERVICES,
2016–2021 (USD MILLION)    98
TABLE 28    CONTACT CENTER ANALYTICS MARKET, BY SERVICES,
2022–2027 (USD MILLION)    98
6.3.1.1    Professional services    98
TABLE 29    PROFESSIONAL SERVICES: CONTACT CENTER ANALYTICS MARKET,
BY REGION,  2016–2021 (USD MILLION)    99
TABLE 30    PROFESSIONAL SERVICES: CONTACT CENTER ANALYTICS MARKET,
BY REGION,  2022–2027 (USD MILLION)    99
6.3.1.2    Managed services    99
TABLE 31    MANAGED SERVICES: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2016–2021 (USD MILLION)    100
TABLE 32    MANAGED SERVICES: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2022–2027 (USD MILLION)    100
7    CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE    101
7.1    INTRODUCTION    102
7.1.1    DEPLOYMENT MODE: CONTACT CENTER ANALYTICS MARKET DRIVERS    102
7.1.2    DEPLOYMENT MODE: COVID-19 IMPACT    102
FIGURE 28    CLOUD SEGMENT EXPECTED TO LEAD THE CONTACT CENTER ANALYTICS MARKET IN 2022    103
TABLE 33    CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE,  
2016–2021 (USD MILLION)    103
TABLE 34    CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE,  
2022–2027 (USD MILLION)    103
7.2    ON-PREMISES    104
7.2.1    ON-PREMISES DEPLOYMENT MODE ENABLES ADHERENCE TO EXTERNAL COMPLIANCE REQUIREMENTS    104
TABLE 35    ON-PREMISES: CONTACT CENTER ANALYTICS MARKET, BY REGION,  
2016–2021 (USD MILLION)    104
TABLE 36    ON-PREMISES: CONTACT CENTER ANALYTICS MARKET, BY REGION,  
2022–2027 (USD MILLION)    105
7.3    CLOUD    105
7.3.1    LOW COST AND EASE OF IMPLEMENTATION HAVE MADE THE CLOUD PLATFORM A HIGHLY DESIRABLE DELIVERY MODE AMONG ORGANIZATIONS    105

TABLE 37    CLOUD: CONTACT CENTER ANALYTICS MARKET, BY REGION,
2016–2021 (USD MILLION)    105
TABLE 38    CLOUD: CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)    106
8    CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE    107
8.1    INTRODUCTION    108
8.1.1    ORGANIZATION SIZE: CONTACT CENTER ANALYTICS MARKET DRIVERS    108
8.1.2    ORGANIZATION SIZE: COVID-19 IMPACT    108
FIGURE 29    LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 2022    109
TABLE 39    CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE,  
2016–2021 (USD MILLION)    109
TABLE 40    CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE,  
2022–2027 (USD MILLION)    109
8.2    SMALL AND MEDIUM-SIZED ENTERPRISES    110
8.2.1    SMES TO ADOPT MORE CLOUD-BASED CONTACT CENTER ANALYTICS SOLUTIONS TO ELIMINATE DATA MANAGEMENT HASSLES AND MAINTENANCE ISSUES    110
TABLE 41    SMES: CONTACT CENTER ANALYTICS MARKET, BY REGION,
2016–2021 (USD MILLION)    110
TABLE 42    SMES: CONTACT CENTER ANALYTICS MARKET, BY REGION,
2022–2027 (USD MILLION)    110
8.3    LARGE ENTERPRISES    111
8.3.1    HIGHER ADOPTION OF CONTACT CENTER ANALYTICS SOLUTIONS IN LARGE ENTERPRISES    111
TABLE 43    LARGE ENTERPRISES: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2016–2021 (USD MILLION)    111
TABLE 44    LARGE ENTERPRISES: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2022–2027 (USD MILLION)    111
9    CONTACT CENTER ANALYTICS MARKET, BY APPLICATION    112
9.1    INTRODUCTION    113
9.1.1    APPLICATIONS: CONTACT CENTER ANALYTICS MARKET DRIVERS    113
9.1.2    APPLICATIONS: COVID-19 IMPACT    113
FIGURE 30    CUSTOMER EXPERIENCE MANAGEMENT SEGMENT EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE BY 2027    114
TABLE 45    CONTACT CENTER ANALYTICS MARKET, BY APPLICATION,
2016–2021 (USD MILLION)    114
TABLE 46    CONTACT CENTER ANALYTICS MARKET, BY APPLICATION,
2022–2027 (USD MILLION)    115
9.2    CUSTOMER EXPERIENCE MANAGEMENT    115
9.2.1    CUSTOMER EXPERIENCE ANALYTICS AGGREGATES CUSTOMER INTERACTIONS, TRANSACTIONS, AND FEEDBACK AND AGENT DATA    115
TABLE 47    CUSTOMER EXPERIENCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET,  BY REGION, 2016–2021 (USD MILLION)    115
TABLE 48    CUSTOMER EXPERIENCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET,  BY REGION, 2022–2027 (USD MILLION)    116
9.3    LOG MANAGEMENT    116
9.3.1    LOG MANAGEMENT ENABLES MANAGERS TO FORECAST COSTS AND TRACK PRODUCTIVITY    116
TABLE 49    LOG MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2016–2021 (USD MILLION)    116
TABLE 50    LOG MANAGEMENT: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2022–2027 (USD MILLION)    117
9.4    RISK AND COMPLIANCE MANAGEMENT    117
9.4.1    CONTACT CENTERS TO MAXIMIZE PAYMENTS WHILE BEING COMPLIANT TO RULES AND REGULATIONS    117
TABLE 51    RISK AND COMPLIANCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET,  BY REGION, 2016–2021 (USD MILLION)    117
TABLE 52    RISK AND COMPLIANCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET,  BY REGION, 2022–2027 (USD MILLION)    118
9.5    REAL-TIME MONITORING AND REPORTING    118
9.5.1    MONITORING AND ANALYZING CALLS IN REAL-TIME HELP IN TRACKING AGENT PERFORMANCE AND EFFECTIVENESS OF CONTACT CENTER OPERATIONS    118
TABLE 53    REAL-TIME MONITORING AND REPORTING: CONTACT CENTER ANALYTICS MARKET,  BY REGION, 2016–2021 (USD MILLION)    118
TABLE 54    REAL-TIME MONITORING AND REPORTING: CONTACT CENTER ANALYTICS MARKET,  BY REGION, 2022–2027 (USD MILLION)    119
9.6    WORKFORCE OPTIMIZATION    119
9.6.1    WFO IS ESSENTIAL FOR PROVIDING AGENTS WITH THE RIGHT TRAINING
AND KNOWLEDGE    119
TABLE 55    WORKFORCE OPTIMIZATION: CONTACT CENTER ANALYTICS MARKET,
BY REGION,  2016–2021 (USD MILLION)    119
TABLE 56    WORKFORCE OPTIMIZATION: CONTACT CENTER ANALYTICS MARKET,
BY REGION,  2022–2027 (USD MILLION)    120
9.7    AUTOMATIC CALL DISTRIBUTOR    120
9.7.1    ACD ACQUIRES USAGE DATA, SUCH AS THE TOTAL NUMBER OF CALLS, TIME SPENT ON EACH CALL, AND WAITING TIME    120
TABLE 57    AUTOMATIC CALL DISTRIBUTOR: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2016–2021 (USD MILLION)    120
TABLE 58    AUTOMATIC CALL DISTRIBUTOR: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2022–2027 (USD MILLION)    121
9.8    OTHER APPLICATIONS    121
TABLE 59    OTHER APPLICATIONS: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2016–2021 (USD MILLION)    121
TABLE 60    OTHER APPLICATIONS: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2022–2027 (USD MILLION)    122
10    CONTACT CENTER ANALYTICS MARKET, BY VERTICAL    123
10.1    INTRODUCTION    124
10.1.1    VERTICALS: CONTACT CENTER ANALYTICS MARKET DRIVERS    124
10.1.2    VERTICALS: COVID-19 IMPACT    125
FIGURE 31    ENERGY AND UTILITIES VERTICAL EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD    125
TABLE 61    CONTACT CENTER ANALYTICS MARKET, BY VERTICAL,
2016–2021 (USD MILLION)    126
TABLE 62    CONTACT CENTER ANALYTICS MARKET, BY VERTICAL,
2022–2027 (USD MILLION)    126
10.2    BANKING, FINANCIAL SERVICES, AND INSURANCE    127
10.2.1    CONTACT CENTER SOLUTIONS ENABLE BFSI COMPANIES TO MONITOR, MANAGE, AND ASSIST REMOTE AGENTS’ SELLING AND EARNING INCENTIVES    127
TABLE 63    BFSI: CONTACT CENTER ANALYTICS MARKET, BY REGION,
2016–2021 (USD MILLION)    127
TABLE 64    BFSI: CONTACT CENTER ANALYTICS MARKET, BY REGION,
2022–2027 (USD MILLION)    127
10.3    HEALTHCARE AND LIFE SCIENCES    128
10.3.1    HEALTHCARE CONTACT CENTERS TO COMPLY WITH REGULATORY AND LEGAL REQUIREMENTS BY MEASURING CONTACT CENTER OPERATIONS AND PERFORMANCE    128
TABLE 65    HEALTHCARE AND LIFE SCIENCES: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2016–2021 (USD MILLION)    128
TABLE 66    HEALTHCARE AND LIFE SCIENCES: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2022–2027 (USD MILLION)    128
10.4    MANUFACTURING    129
10.4.1    CONTACT CENTER ANALYTICS HELPS MANUFACTURING COMPANIES TO ANALYZE CALLS FROM SUPPLIERS AND CHANNEL PARTNERS IN REAL-TIME    129
TABLE 67    MANUFACTURING: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2016–2021 (USD MILLION)    129
TABLE 68    MANUFACTURING: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2022–2027 (USD MILLION)    129
10.5    RETAIL AND CONSUMER GOODS    130
10.5.1    COMPANIES CAN PROACTIVELY CONNECT WITH CUSTOMERS USING CONTACT CENTER ANALYTICS SOLUTIONS    130
TABLE 69    RETAIL AND CONSUMER GOODS: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2016–2021 (USD MILLION)    130
TABLE 70    RETAIL AND CONSUMER GOODS: CONTACT CENTER ANALYTICS MARKET,
BY REGION, 2022–2027 (USD MILLION)    130
10.6    ENERGY AND UTILITIES    131
10.6.1    CONTACT CENTER SOLUTIONS USED BY PETROLEUM COMPANIES TO COACH AND TRAIN THEIR EMPLOYEES    131
TABLE 71    ENERGY AND UTILITIES: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2016–2021 (USD MILLION)    131
TABLE 72    ENERGY AND UTILITIES: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2022–2027 (USD MILLION)    131
10.7    TELECOM AND IT    132
10.7.1    DEPLOYING CONTACT CENTER ANALYTICS SOLUTIONS HAS INCREASED THE NUMBER OF PARTNERSHIPS OF TELECOM COMPANIES WITH OTT PLATFORM PROVIDERS    132
TABLE 73    TELECOM AND IT: CONTACT CENTER ANALYTICS MARKET, BY REGION,  
2016–2021 (USD MILLION)    132
TABLE 74    TELECOM AND IT: CONTACT CENTER ANALYTICS MARKET, BY REGION,  
2022–2027 (USD MILLION)    133
10.8    TRAVEL AND HOSPITALITY    133
10.8.1    TRAVEL AND HOSPITALITY COMPANIES CAPTURING CUSTOMER DATA USING SPEECH AND TEXT ANALYTICS    133
TABLE 75    TRAVEL AND HOSPITALITY: CONTACT CENTER ANALYTICS MARKET,
BY REGION,  2016–2021 (USD MILLION)    133
TABLE 76    TRAVEL AND HOSPITALITY: CONTACT CENTER ANALYTICS MARKET,
BY REGION,  2022–2027 (USD MILLION)    134
10.9    GOVERNMENT AND PUBLIC SECTOR    134
10.9.1    CONTACT CENTER SOLUTIONS ENABLE GOVERNMENT AGENCIES TO MINIMIZE LOSSES AND OPTIMIZE GOVERNMENT’S EFFICIENCY    134
TABLE 77    GOVERNMENT AND PUBLIC SECTOR: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2016–2021 (USD MILLION)    135
TABLE 78    GOVERNMENT AND PUBLIC SECTOR: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2022–2027 (USD MILLION)    135
10.10    OTHER VERTICALS    135
TABLE 79    OTHER VERTICALS: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2016–2021 (USD MILLION)    136
TABLE 80    OTHER VERTICALS: CONTACT CENTER ANALYTICS MARKET, BY REGION,  2022–2027 (USD MILLION)    136
11    CONTACT CENTER ANALYTICS MARKET, BY REGION    137
11.1    INTRODUCTION    138
11.1.1    REGION: COVID-19 IMPACT    138
FIGURE 32    INDIA EXPECTED TO ACCOUNT FOR THE HIGHEST CAGR DURING THE FORECAST PERIOD    139
FIGURE 33    ASIA PACIFIC EXPECTED TO ACCOUNT FOR THE HIGHEST CAGR THE DURING FORECAST PERIOD    140
TABLE 81    CONTACT CENTER ANALYTICS MARKET, BY REGION,
2016–2021 (USD MILLION)    140
TABLE 82    CONTACT CENTER ANALYTICS MARKET, BY REGION,
2022–2027 (USD MILLION)    140
11.2    NORTH AMERICA    141
11.2.1    NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET DRIVERS    141
TABLE 83    NORTH AMERICA: PROMINENT PLAYERS    141
FIGURE 34    NORTH AMERICA: MARKET SNAPSHOT    142
TABLE 84    NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT,  2016–2021 (USD MILLION)    142
TABLE 85    NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT,  2022–2027 (USD MILLION)    143
TABLE 86    NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE,  2016–2021 (USD MILLION)    143
TABLE 87    NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE,  2022–2027 (USD MILLION)    143
TABLE 88    NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES,  2016–2021 (USD MILLION)    144
TABLE 89    NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICES,  2022–2027 (USD MILLION)    144
TABLE 90    NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION,  2016–2021 (USD MILLION)    144
TABLE 91    NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION,  2022–2027 (USD MILLION)    145
TABLE 92    NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE,  2016–2021 (USD MILLION)    145
TABLE 93    NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE,  2022–2027 (USD MILLION)    145
TABLE 94    NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE,  2016–2021 (USD MILLION)    146
TABLE 95    NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE,  2022–2027 (USD MILLION)    146
TABLE 96    NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL,  2016–2021 (USD MILLION)    146
TABLE 97    NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL,  2022–2027 (USD MILLION)    147
TABLE 98    NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY,  2016–2021 (USD MILLION)    147
TABLE 99    NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY,  2022–2027 (USD MILLION)    147
11.2.2    UNITED STATES    148
11.2.2.1    Companies spend more on AI, ML, and NLP-enabled cloud contact center solutions    148
11.2.3    CANADA    148
11.2.3.1    Presence of knowledgeable and skilled workforce persuading the US companies to set up their contact centers in Canada    148
11.3    EUROPE    148
11.3.1    EUROPE: CONTACT CENTER ANALYTICS MARKET DRIVERS    149
TABLE 100    EUROPE: PROMINENT PLAYERS    149
TABLE 101    EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT,  
2016–2021 (USD MILLION)    149
TABLE 102    EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT,  
2022–2027 (USD MILLION)    149
TABLE 103    EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE,  
2016–2021 (USD MILLION)    150
TABLE 104    EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE,  
2022–2027 (USD MILLION)    150
TABLE 105    EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SERVICES,  
2016–2021 (USD MILLION)    150
TABLE 106    EUROPE: CONTACT CENTER ANALYTICS MARKET, BY SERVICES,  
2022–2027 (USD MILLION)    151
TABLE 107    EUROPE: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION,  
2016–2021 (USD MILLION)    151
TABLE 108    EUROPE: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION,  
2022–2027 (USD MILLION)    151
TABLE 109    EUROPE: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE,  2016–2021 (USD MILLION)    152
TABLE 110    EUROPE: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE,  2022–2027 (USD MILLION)    152
TABLE 111    EUROPE: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE,  2016–2021 (USD MILLION)    152
TABLE 112    EUROPE: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE,  2022–2027 (USD MILLION)    152
TABLE 113    EUROPE: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL,  
2016–2021 (USD MILLION)    153
TABLE 114    EUROPE: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL,  
2022–2027 (USD MILLION)    153
TABLE 115    EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY,  
2016–2021 (USD MILLION)    154
TABLE 116    EUROPE: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY,  
2022–2027 (USD MILLION)    154
11.3.2    UNITED KINGDOM    154
11.3.2.1    Companies in the UK constantly adopting contact center solutions to increase customers’ lifetime value and customer satisfaction    154
11.3.3    GERMANY    155
11.3.3.1    German manufacturing and telecom companies adopting contact center solutions to improve contact center processes    155
11.3.4    FRANCE    155
11.3.4.1    French Government to invest more in cloud-based advanced technologies    155
11.3.5    REST OF EUROPE    155
11.4    ASIA PACIFIC    155
11.4.1    ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET DRIVERS    156
TABLE 117    ASIA PACIFIC: PROMINENT PLAYERS    156
FIGURE 35    ASIA PACIFIC: MARKET SNAPSHOT    157
TABLE 118    ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT,  2016–2021 (USD MILLION)    157
TABLE 119    ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT,  2022–2027 (USD MILLION)    158
TABLE 120    ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE,  
2016–2021 (USD MILLION)    158
TABLE 121    ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE,  
2022–2027 (USD MILLION)    158
TABLE 122    ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SERVICES,  
2016–2021 (USD MILLION)    159
TABLE 123    ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY SERVICES,  
2022–2027 (USD MILLION)    159
TABLE 124    ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION,  2016–2021 (USD MILLION)    159
TABLE 125    ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION,  2022–2027 (USD MILLION)    160
TABLE 126    ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE,  2016–2021 (USD MILLION)    160
TABLE 127    ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE,  2022–2027 (USD MILLION)    160
TABLE 128    ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE,  2016–2021 (USD MILLION)    161
TABLE 129    ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE,  2022–2027 (USD MILLION)    161
TABLE 130    ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL,  
2016–2021 (USD MILLION)    161
TABLE 131    ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL,  
2022–2027 (USD MILLION)    162
TABLE 132    ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY,  
2016–2021 (USD MILLION)    162
TABLE 133    ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY,  
2022–2027 (USD MILLION)    162
11.4.2    CHINA    163
11.4.2.1    Chinese citizens are moving from traditional communication to the usage of chat and social media for interacting with their vendors    163
11.4.3    JAPAN    163
11.4.3.1    Strong technology infrastructure and the presence of tech-savvy workforce    163
11.4.4    INDIA    163
11.4.4.1    Enterprise spending on business process outsourcing (BPO) services    163
11.4.5    REST OF ASIA PACIFIC    164
11.5    MIDDLE EAST & AFRICA    164
11.5.1    MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET DRIVERS    164
TABLE 134    MIDDLE EAST & AFRICA: PROMINENT PLAYERS    165
TABLE 135    MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY COMPONENT,  2016–2021 (USD MILLION)    165
TABLE 136    MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY COMPONENT,  2022–2027 (USD MILLION)    165
TABLE 137    MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY SOFTWARE,  2016–2021 (USD MILLION)    166
TABLE 138    MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY SOFTWARE,  2022–2027 (USD MILLION)    166
TABLE 139    MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY SERVICES,  2016–2021 (USD MILLION)    166
TABLE 140    MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY SERVICES,  2022–2027 (USD MILLION)    167
TABLE 141    MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY APPLICATION,  2016–2021 (USD MILLION)    167
TABLE 142    MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY APPLICATION,  2022–2027 (USD MILLION)    167
TABLE 143    MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)    168
TABLE 144    MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)    168
TABLE 145    MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)    168
TABLE 146    MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)    168
TABLE 147    MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY VERTICAL,  2016–2021 (USD MILLION)    169
TABLE 148    MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY VERTICAL,  2022–2027 (USD MILLION)    169
TABLE 149    MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY COUNTRY,  2016–2021 (USD MILLION)    170
TABLE 150    MIDDLE EAST & AFRICA: CONTACT CENTER ANALYTICS MARKET,
BY COUNTRY,  2022–2027 (USD MILLION)    170
11.5.2    UNITED ARAB EMIRATES    170
11.5.2.1    Increasing demand for omnichannel communication and workforce management    170
11.5.3    SAUDI ARABIA    171
11.5.3.1    Adoption of contact center solutions helping businesses expand their enterprise service portfolios and enhance user experiences    171
11.5.4    REST OF MIDDLE EAST & AFRICA    171
11.6    LATIN AMERICA    171
11.6.1    LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET DRIVERS    172
TABLE 151    LATIN AMERICA: PROMINENT PLAYERS    172
TABLE 152    LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT,  2016–2021 (USD MILLION)    172
TABLE 153    LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COMPONENT,  2022–2027 (USD MILLION)    172
TABLE 154    LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE,  2016–2021 (USD MILLION)    173
TABLE 155    LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE,  2022–2027 (USD MILLION)    173
TABLE 156    LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES,  2016–2021 (USD MILLION)    173
TABLE 157    LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY SERVICES,  2022–2027 (USD MILLION)    174
TABLE 158    LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION,  2016–2021 (USD MILLION)    174
TABLE 159    LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY APPLICATION,  2022–2027 (USD MILLION)    174
TABLE 160    LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE,  2016–2021 (USD MILLION)    175
TABLE 161    LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE,  2022–2027 (USD MILLION)    175
TABLE 162    LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE,  2016–2021 (USD MILLION)    175
TABLE 163    LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE,  2022–2027 (USD MILLION)    175
TABLE 164    LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL,  2016–2021 (USD MILLION)    176
TABLE 165    LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY VERTICAL,  2022–2027 (USD MILLION)    176
TABLE 166    LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY,  2016–2021 (USD MILLION)    177
TABLE 167    LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET, BY COUNTRY,  2022–2027 (USD MILLION)    177
11.6.2    BRAZIL    177
11.6.2.1    US-based contact center organizations are increasing their presence in the country to cater to the rising demand for contact center solutions    177
11.6.3    MEXICO    178
11.6.3.1    Businesses using contact center solutions to connect with customers    178
11.6.4    REST OF LATIN AMERICA    178
12    COMPETITIVE LANDSCAPE    179
12.1    OVERVIEW    179
12.2    KEY PLAYER STRATEGIES    179
TABLE 168    OVERVIEW OF STRATEGIES DEPLOYED BY KEY PLAYERS IN THE CONTACT CENTER ANALYTICS MARKET    179
12.3    REVENUE ANALYSIS    180
FIGURE 36    REVENUE ANALYSIS FOR KEY COMPANIES IN THE PAST FIVE YEARS    180
12.4    MARKET SHARE ANALYSIS    181
FIGURE 37    CONTACT CENTER ANALYTICS MARKET: MARKET SHARE ANALYSIS, 2022    181
TABLE 169    CONTACT CENTER ANALYTICS MARKET: DEGREE OF COMPETITION    182
12.5    COMPETITIVE BENCHMARKING    182
TABLE 170    COMPANY TOP 3 APPLICATION FOOTPRINTS    182
TABLE 171    COMPANY REGIONAL FOOTPRINT    183
12.6    COMPANY EVALUATION QUADRANT    184
12.6.1    STARS    184
12.6.2    EMERGING LEADERS    184
12.6.3    PERVASIVE PLAYERS    184
12.6.4    PARTICIPANTS    184
FIGURE 38    KEY CONTACT CENTER ANALYTICS MARKET PLAYERS, COMPANY EVALUATION MATRIX, 2022    185
12.7    STARTUP/SME EVALUATION QUADRANT    186
12.7.1    PROGRESSIVE COMPANIES    186
12.7.2    RESPONSIVE COMPANIES    186
12.7.3    DYNAMIC COMPANIES    186
12.7.4    STARTING BLOCKS    186
FIGURE 39    STARTUP/SME CONTACT CENTER ANALYTICS MARKET EVALUATION MATRIX, 2021    187
12.8    COMPETITIVE SCENARIO    187
12.8.1    PRODUCT LAUNCHES    187
TABLE 172    PRODUCT LAUNCHES, 2021–2022    188
12.8.2    DEALS    190
TABLE 173    DEALS, 2021–2022    190

13    COMPANY PROFILES    192
13.1    INTRODUCTION    192
13.2    KEY PLAYERS    192
(Business and financial overview, Solutions offered, Recent Developments, MNM view)*
*Details on Business and financial overview, Solutions offered, Recent Developments, MNM view might not be captured in case of unlisted companies.
13.2.1    CISCO    192
TABLE 174    CISCO: BUSINESS OVERVIEW    192
FIGURE 40    CISCO: FINANCIAL OVERVIEW    193
TABLE 175    CISCO: SOLUTIONS OFFERED    193
TABLE 176    CISCO: DEALS    194
13.2.2    GENPACT    196
TABLE 177    GENPACT: BUSINESS OVERVIEW    196
FIGURE 41    GENPACT: COMPANY SNAPSHOT    197
TABLE 178    GENPACT: SOLUTIONS OFFERED    197
TABLE 179    GENPACT: PRODUCT LAUNCHES AND ENHANCEMENTS    198
TABLE 180    GENPACT: DEALS    198
13.2.3    SAP    200
TABLE 181    SAP: BUSINESS OVERVIEW    200
FIGURE 42    SAP: COMPANY SNAPSHOT    201
TABLE 182    SAP: SOLUTIONS OFFERED    201
TABLE 183    SAP: PRODUCT LAUNCHES AND ENHANCEMENTS    202
TABLE 184    SAP: DEALS    202
13.2.4    ORACLE    204
TABLE 185    ORACLE: BUSINESS OVERVIEW    204
FIGURE 43    ORACLE: COMPANY SNAPSHOT    205
TABLE 186    ORACLE: SOLUTIONS OFFERED    205
TABLE 187    ORACLE: DEALS    206
13.2.5    AVAYA    208
TABLE 188    AVAYA: BUSINESS OVERVIEW    208
FIGURE 44    AVAYA: COMPANY SNAPSHOT    209
TABLE 189    AVAYA: SOLUTIONS OFFERED    209
TABLE 190    AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS    210
TABLE 191    AVAYA: DEALS    211
13.2.6    NICE    213
TABLE 192    NICE: BUSINESS OVERVIEW    213
FIGURE 45    NICE: COMPANY SNAPSHOT    214
TABLE 193    NICE: SOLUTIONS OFFERED    214
TABLE 194    NICE: PRODUCT LAUNCHES AND ENHANCEMENTS    215
TABLE 195    NICE: DEALS    216"
"13.2.7    8X8    218
TABLE 196    8X8: BUSINESS OVERVIEW    218
FIGURE 46    8X8: COMPANY SNAPSHOT    219
TABLE 197    8X8: SOLUTIONS OFFERED    219
TABLE 198    8X8: PRODUCT LAUNCHES AND ENHANCEMENTS    220
TABLE 199    8X8: DEALS    220
13.2.8    FIVE9    222
TABLE 200    FIVE9: BUSINESS OVERVIEW    222
FIGURE 47    FIVE9: COMPANY SNAPSHOT    223
TABLE 201    FIVE9: SOLUTIONS OFFERED    223
TABLE 202    FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS    224
TABLE 203    FIVE9: DEALS    225
13.2.9    TALKDESK    227
TABLE 204    TALKDESK: BUSINESS OVERVIEW    227
TABLE 205    TALKDESK: SOLUTIONS OFFERED    227
TABLE 206    TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS    228
TABLE 207    TALKDESK: DEALS    229
13.2.10    CALLMINER    231
TABLE 208    CALLMINER: BUSINESS OVERVIEW    231
TABLE 209    CALLMINER: SOLUTIONS OFFERED    231
TABLE 210    CALLMINER: PRODUCT LAUNCHES AND ENHANCEMENTS    232
TABLE 211    CALLMINER: DEALS    233
13.2.11    SERVION GLOBAL SOLUTIONS    234
TABLE 212    SERVION GLOBAL SOLUTIONS: BUSINESS OVERVIEW    234
TABLE 213    SERVION GLOBAL SOLUTIONS: SOLUTIONS OFFERED    234
TABLE 214    SERVION GLOBAL SOLUTIONS: DEALS    235
13.2.12    GENESYS    237
TABLE 215    GENESYS: BUSINESS OVERVIEW    237
TABLE 216    GENESYS: SOLUTIONS OFFERED    237
TABLE 217    GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS    238
TABLE 218    GENESYS: DEALS    238
13.2.13    VIRTUALPBX    240
TABLE 219    VIRTUALPBX: BUSINESS OVERVIEW    240
TABLE 220    VIRTUALPBX: SOLUTIONS OFFERED    240
TABLE 221    VIRTUALPBX: PRODUCT LAUNCHES AND ENHANCEMENTS    240
TABLE 222    VIRTUALPBX: DEALS    241
13.2.14    CHASEDATA    242
TABLE 223    CHASEDATA: BUSINESS OVERVIEW    242
TABLE 224    CHASEDATA: SOLUTIONS OFFERED    242
TABLE 225    CHASEDATA: PRODUCT LAUNCHES AND ENHANCEMENTS    242

13.2.15    BROADVOICE    244
TABLE 226    BROADVOICE: BUSINESS OVERVIEW    244
TABLE 227    BROADVOICE: SOLUTIONS OFFERED    244
TABLE 228    BROADVOICE: PRODUCT LAUNCHES AND ENHANCEMENTS    245
TABLE 229    BROADVOICE: DEALS    246
13.2.16    SINGLECOMM    247
13.2.17    LIVEAGENT    248
13.2.18    CLOUDTALK    248
13.2.19    AIRCALL    249
13.2.20    BRIGHT PATTERN    250
13.2.21    DIXA    251
13.2.22    CALLHIPPO    252
13.2.23    STRATEGIC CONTACT    253
13.2.24    3CLOGIC    254
13.2.25    METROCALL    255
14    APPENDIX    256
14.1    ADJACENT AND RELATED MARKETS    256
14.1.1    INTRODUCTION    256
14.1.2    CONTACT CENTER SOFTWARE MARKET    256
14.1.2.1    Market definition    256
14.1.2.2    Market overview    256
14.1.2.3    Contact center software market, by component    257
TABLE 230    CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,
2016–2019 (USD MILLION)    257
TABLE 231    CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,
2020–2026 (USD MILLION)    257
14.1.2.4    Contact center software market, by organization size    257
TABLE 232    CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  
2016–2019 (USD MILLION)    258
TABLE 233    CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  
2020–2026 (USD MILLION)    258
14.1.2.5    Contact center software market, by deployment mode    258
TABLE 234    CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE,
2016–2019 (USD MILLION)    258
TABLE 235    CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE,  
2020–2026 (USD MILLION)    259
14.1.2.6    Contact center software market, by industry    259
TABLE 236    CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY,
2016–2019 (USD MILLION)    259
TABLE 237    CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY,
2020–2026 (USD MILLION)    260
14.1.2.7    Contact center software market, by region    260
TABLE 238    CONTACT CENTER SOFTWARE MARKET, BY REGION,
2016–2019 (USD MILLION)    261
TABLE 239    CONTACT CENTER SOFTWARE MARKET, BY REGION,
2020–2026 (USD MILLION)    261
14.1.3    CALL CENTER AI MARKET    262
14.1.3.1    Market definition    262
14.1.3.2    Market overview    262
14.1.3.3    Call center AI market, by component    262
TABLE 240    CALL CENTER AI MARKET, BY COMPONENT, 2017–2024 (USD MILLION)    262
14.1.3.4    Call center AI market, by deployment type    262
TABLE 241    CALL CENTER AI MARKET, BY DEPLOYMENT TYPE,
2017–2024 (USD MILLION)    263
14.1.3.5    Call center AI market, by vertical    263
TABLE 242    CALL CENTER AI MARKET, BY VERTICAL, 2017–2024 (USD MILLION)    263
14.1.3.6    Call center AI market, by region    263
TABLE 243    CALL CENTER AI MARKET, BY REGION, 2017–2024 (USD MILLION)    264
14.2    DISCUSSION GUIDE    265
14.3    KNOWLEDGE STORE: MARKETSANDMARKETS’  SUBSCRIPTION PORTAL    269
14.4    AVAILABLE CUSTOMIZATIONS    271
14.5    RELATED REPORTS    271
14.6    AUTHOR DETAILS    272"