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市场调查报告书

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1508799

客服中心分析市场：按组件、按部署、按行业、按地区

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个工作天内

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简介目录

2024 年，全球客服中心分析市场价值为 21 亿美元，预计到 2031 年将达到 59.6 亿美元，2024 年至 2031 年的复合年增长率为 16.1%。

图 1. 2024 年客服中心分析市场占有率(%)（按地区）

客服中心分析提供见解，以优化电话、聊天、电子邮件和社交媒体等通讯管道的客户体验。企业对全通路客户对话的即时可见性和提高客户满意度的需求不断增长，这可能会推动预测期内对客服中心分析解决方案的需求。

市场动态：

全球客服中心分析市场的成长是由对个人化客户体验不断增长的需求所推动的。客服中心面临着提高客户满意度和改善座席绩效的压力。客服中心分析可以透过从过去的对话中获取洞察来优化未来的交互，从而帮助满足这些需求。然而，资料隐私问题和缺乏对新技术的认识可能会阻碍这些解决方案的采用。基于人工智慧的预测分析工具的开拓以及支援多语言对话的分析功能的提供可能会提供市场成长机会。预测分析和机器学习等新技术也有望刺激需求。

本研究的主要特点：

该报告对全球客服中心分析市场进行了详细分析，并提供了以2023年为基准年的预测期（2024-2031）的市场规模和年复合成长率（CAGR%）。
它还揭示了各个细分市场的潜在商机，并说明了该市场有吸引力的投资提案矩阵。
它还提供了有关市场驱动因素、限制因素、机会、新产品发布和核准、市场趋势、区域前景、主要企业采取的竞争策略等的主要考察。
它根据公司亮点、产品系列、主要亮点、财务表现和策略等参数，介绍了全球客服中心分析市场的主要企业。
该报告的见解将帮助负责人和公司经营团队就未来的产品发布、类型升级、市场扩张和行销策略做出明智的决策。
全球客服中心分析市场报告针对该行业的各个相关人员，如投资者、供应商、产品製造商、经销商、新进业者和财务分析师。
透过用于分析全球客服中心分析市场的各种策略矩阵，将有助于相关人员做出决策。

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
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客服中心分析市场：按组件、按部署、按行业、按地区

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

目录

第一章研究目的与前提

第二章市场展望

第三章市场动态、法规与趋势分析

第四章全球客服中心分析市场－冠状病毒 (COVID-19) 大流行的影响

第 5 章全球客服中心分析市场：按组成部分，2019-2031 年

第 6 章全球客服中心分析市场：依发展划分，2019-2031 年

第 7 章全球客服中心分析市场：依产业划分，2019-2031 年

第 8 章全球客服中心分析市场：依地区划分，2019-2031 年

第9章竞争格局

第10章分析师建议

第十一章参考文献与调查方法