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市場調查報告書

商品編碼

1508799

客服中心分析市場：按組件、按部署、按行業、按地區

Contact Center Analytics Market, By Component, By Deployment, By Vertical, By Geography

出版日期: 2024年06月20日 | 出版商:

Coherent Market Insights | 英文 145 Pages | 商品交期: 2-3個工作天內

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簡介目錄

2024 年，全球客服中心分析市場價值為 21 億美元，預計到 2031 年將達到 59.6 億美元，2024 年至 2031 年的複合年成長率為 16.1%。

圖 1. 2024 年客服中心分析市場佔有率(%)（按地區）

客服中心分析提供見解，以最佳化電話、聊天、電子郵件和社交媒體等通訊管道的客戶體驗。企業對全通路客戶對話的即時可見性和提高客戶滿意度的需求不斷成長，這可能會推動預測期內對客服中心分析解決方案的需求。

市場動態：

全球客服中心分析市場的成長是由對個人化客戶體驗不斷成長的需求所推動的。客服中心面臨著提高客戶滿意度和改善座席績效的壓力。客服中心分析可以透過從過去的對話中獲取洞察來最佳化未來的交互，從而幫助滿足這些需求。然而，資料隱私問題和缺乏對新技術的認知可能會阻礙這些解決方案的採用。基於人工智慧的預測分析工具的開拓以及支援多語言對話的分析功能的提供可能會提供市場成長機會。預測分析和機器學習等新技術也有望刺激需求。

本研究的主要特點：

該報告對全球客服中心分析市場進行了詳細分析，並提供了以2023年為基準年的預測期（2024-2031）的市場規模和年複合成長率（CAGR%）。
它還揭示了各個細分市場的潛在商機，並說明了該市場有吸引力的投資提案矩陣。
它還提供了有關市場促進因素、限制因素、機會、新產品發布和核准、市場趨勢、區域前景、主要企業採取的競爭策略等的主要考察。
它根據公司亮點、產品系列、主要亮點、財務表現和策略等參數，介紹了全球客服中心分析市場的主要企業。
該報告的見解將幫助負責人和公司經營團隊就未來的產品發布、類型升級、市場擴張和行銷策略做出明智的決策。
全球客服中心分析市場報告針對該行業的各個相關人員，如投資者、供應商、產品製造商、經銷商、新進業者和財務分析師。
透過用於分析全球客服中心分析市場的各種策略矩陣，將有助於相關人員做出決策。

Contact center analytics provides insights to optimize customer experiences across communication channels such as phone calls, chat, emails and social media interactions. Rising need among enterprises to gain real-time visibility into omnichannel customer conversations and improve customer satisfaction can boost demand for contact center analytics solutions over the forecast period.

Market Dynamics:

Global contact center analytics market growth is driven by rising demand for personalized customer experiences. Contact centers are under increasing pressure to enhance customer satisfaction levels and improve agent performance. Contact center analytics helps address these needs by gaining insights from past conversations to optimize future interactions. However, data privacy concerns and lack of awareness about new technologies could hamper the adoption of these solutions. Developing AI-powered predictive analytics tools and offering analytics capabilities for multi-lingual conversations can offer market growth opportunities. Emerging technologies such as predictive analytics and machine learning are also expected to boost demand.

Key Features of the Study:

This report provides in-depth analysis of the global contact center analytics market, and provides market size (US$ Bn) and compound annual growth rate (CAGR%) for the forecast period (2024-2031), considering 2023 as the base year
It elucidates potential revenue opportunities across different segments and explains attractive investment proposition matrices for this market
This study also provides key insights about market drivers, restraints, opportunities, new product launches or approval, market trends, regional outlook, and competitive strategies adopted by key players
It profiles key players in the global contact center analytics market based on the following parameters - company highlights, products portfolio, key highlights, financial performance, and strategies
Key companies covered as a part of this study include 8x8, Inc., CallMiner, Cisco Systems, Inc., EdgeVerve Limited, Enghouse Interactive, Five9, Inc., Genesys., Genpact Ltd., Metrocall, Mitel Networks Corp., NICE, Oracle, SAP SE, Servion Global Solutions, Verint Systems Inc.
Insights from this report would allow marketers and the management authorities of the companies to make informed decisions regarding their future product launches, type up-gradation, market expansion, and marketing tactics
Global contact center analytics market report caters to various stakeholders in this industry including investors, suppliers, product manufacturers, distributors, new entrants, and financial analysts
Stakeholders would have ease in decision-making through various strategy matrices used in analyzing the global contact center analytics market

Detailed Segmentation-

By Component
- Software
- Service
By Deployment
- Cloud
- On-Premise
By Vertical
- BFSI
- Healthcare and Life Sciences
- Manufacturing
- Retail and Consumer Goods
- Energy and Utilities
- Telecom and IT
- Travel and Hospitality
- Government and Defense
- Others
By Regional
- North America
- Europe
- Asia Pacific
- Latin America
- Middle East
- Africa
Key Players Insights
- 8x8, Inc.
- CallMiner
- Cisco Systems, Inc.
- EdgeVerve Limited
- Enghouse Interactive
- Five9, Inc.
- Genesys.
- Genpact Ltd.
- Metrocall
- Mitel Networks Corp.
- NICE
- Oracle
- SAP SE
- Servion Global Solutions
- Verint Systems Inc.

1. Research Objectives and Assumptions

Research Objectives
Assumptions
Abbreviations

2. Market Purview

Report Description
- Market Definition and Scope
Executive Summary
- Market Snippet, By Component
- Market Snippet, By Deployment
- Market Snippet, By Vertical
- Market Snippet, By Region
Coherent Opportunity Map (COM)

3. Market Dynamics, Regulations, and Trends Analysis

Market Dynamics
- Drivers
- Restraints
PEST Analysis
PORTER's Five Forces Analysis
Market Opportunities
Regulatory Scenario
Industry Trend
Mergers and Acquisitions

4. Global Contact Center Analytics Market - Impact of Coronavirus (COVID-19) Pandemic

Overview
Factors Affecting the Global Contact Center Analytics Market
Impact Analysis

5. Global Contact Center Analytics Market, By Component, 2019-2031, (US$ Bn)

Introduction
- Market Share Analysis, 2024, 2027 and 2031 (%)
- Y-o-Y Growth Analysis, 2019 - 2031
- Segment Trends
Software
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
Service
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends

6. Global Contact Center Analytics Market, By Deployment, 2019-2031, (US$ Bn)

Introduction
- Market Share Analysis, 2024, 2027 and 2031 (%)
- Y-o-Y Growth Analysis, 2019 - 2031
- Segment Trends
Cloud
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
On-Premise
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends

7. Global Contact Center Analytics Market, By Vertical, 2019-2031, (US$ Bn)

Introduction
- Market Share Analysis, 2024, 2027 and 2031 (%)
- Y-o-Y Growth Analysis, 2019 - 2031
- Segment Trends
BFSI
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
Healthcare and Life Sciences
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
Manufacturing
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
Retail and Consumer Goods
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
Energy and Utilities
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
Telecom and IT
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
Travel and Hospitality
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
Government and Defense
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
Others
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends

8. Global Contact Center Analytics Market, By Region, 2019-2031, (US$ Bn)

Introduction
- Market Share Analysis, By Region, 2024, 2027 and 2031 (%)
- Y-o-Y Growth Analysis, For Region, 2019-2031
North America
- Introduction
- Market Size and Forecast, By Component, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Deployment, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Vertical, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Country, 2019 - 2031, (US$ Bn)
  - U.S.
  - Canada
Latin America
- Introduction
- Market Size and Forecast, By Component, 2019 - 2031, (US$ Bn))
- Market Size and Forecast, By Deployment, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Vertical, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Country, 2019 - 2031, (US$ Bn)
  - Brazil
  - Argentina
  - Mexico
  - Rest of Latin America
Europe
- Introduction
- Market Size and Forecast, By Component, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Deployment, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Vertical, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Country, 2019 - 2031, (US$ Bn)
  - U.K.
  - Germany
  - Italy
  - France
  - Spain
  - Russia
  - Rest of Europe
Asia Pacific
- Introduction
- Market Size and Forecast, By Component, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Deployment, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Vertical, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Country, 2019 - 2031, (US$ Bn)
  - China
  - India
  - Japan
  - ASEAN
  - Australia
  - South Korea
  - Rest of Asia Pacific
Middle East & Africa
- Introduction
- Market Size and Forecast, By Component, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Deployment, 2019 - 2031 (US$ Bn)
- Market Size and Forecast, By Vertical, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Country, 2019 - 2031, (US$ Bn)
  - GCC Countries
  - Israel
  - Rest of Middle East & Africa

9. Competitive Landscape

Market Share Analysis
Company Profiles
- 8x8, Inc.
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- CallMiner
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Cisco Systems, Inc.
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- EdgeVerve Limited
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Enghouse Interactive
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Five9, Inc.
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Genesys.
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Genpact Ltd.
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Metrocall
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Mitel Networks Corp.
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- NICE
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Oracle
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- SAP SE
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Servion Global Solutions
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Verint Systems Inc.
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates

10. Analyst Recommendations

Wheel of Fortune
Analyst View
Coherent Opportunity Map

11. References and Research Methodology

References
Research Methodology
About Us and Sales Contact
- Browse 25 market data tables* and 20 figures* on "Contact Center Analytics Market" - Global forecast to 2031.

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客服中心分析市場：按組件、按部署、按行業、按地區

Contact Center Analytics Market, By Component, By Deployment, By Vertical, By Geography

目錄

第1章研究目的與前提

第2章市場展望

第3章市場動態、法規與趨勢分析

第4章全球客服中心分析市場－冠狀病毒 (COVID-19) 大流行的影響

第 5 章全球客服中心分析市場：按組成部分，2019-2031 年

第 6 章全球客服中心分析市場：依發展分類，2019-2031 年

第 7 章全球客服中心分析市場：依產業分類，2019-2031 年

第 8 章全球客服中心分析市場：依地區分類，2019-2031 年

第9章競爭格局

第10章分析師建議

第11章參考文獻與調查方法