Table of Content

1 INTRODUCTION
1.1 Scope of the Study
1.2 Study Assumptions
1.3 Study Deliverables


2 RESEARCH METHODOLOGY


3 EXECUTIVE SUMMARY


4 MARKET INSIGHTS


5 MARKET DYNAMICS
5.1 Market Overview
5.2 Introduction to Market Drivers and Restraints
5.3 Market Drivers
5.3.1 Leveraging Analytics For Customer Retention And Offering Greater Customer Satisfaction
5.3.2 Rising Number of E-commerce Platforms
5.4 Market Restraints
5.4.1 High Implementation Costs
5.5 Industry Attractiveness - Porter’s Five Force Analysis
5.5.1 Threat of New Entrants
5.5.2 Bargaining Power of Buyers/Consumers
5.5.3 Bargaining Power of Suppliers
5.5.4 Threat of Substitute Products
5.5.5 Intensity of Competitive Rivalry


6 TECHNOLOGY SNAPSHOT


7 MARKET SEGMENTATION
7.1 By Deployment
7.1.1 On-Premise
7.1.2 On-Demand
7.2 By Size of Organization
7.2.1 SMEs
7.2.2 Large Enterprises
7.3 By End User
7.3.1 BFSI
7.3.2 Telecommunications
7.3.3 Healthcare
7.3.4 Retail
7.3.5 Government
7.3.6 Travel and Hospitality
7.3.7 Other End-users
7.4 Geography
7.4.1 North America
7.4.1.1 US
7.4.1.2 Canada
7.4.2 Europe
7.4.2.1 UK
7.4.2.2 Germany
7.4.2.3 France
7.4.2.4 Rest of Europe
7.4.3 Asia Pacific
7.4.3.1 China
7.4.3.2 India
7.4.3.3 Japan
7.4.3.4 Rest of Asia-Pacific
7.4.4 Latin America
7.4.5 Middle East & Africa


8 COMPETITIVE LANDSCAPE
8.1 Company Profiles
8.1.1 Verint System Inc.
8.1.2 Nice Ltd.
8.1.3 Avaya Inc.
8.1.4 Micro Focus International PLC
8.1.5 Genesys Telecommunications Laboratories Inc.
8.1.6 Callminer Inc.
8.1.7 Mattersight Corporation
8.1.8 Raytheon BBN Technologies
8.1.9 Calabrio Inc.
8.1.10 VoiceBase Inc.
8.1.11 OpenText Corp


9 INVESTMENT ANALYSIS


10 MARKET OPPORTUNITIES AND FUTURE TRENDS