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“Growing adoption of contact centers and increased importance of voice in the multichannel world are driving the speech analytics market”

The speech analytics market size is estimated to grow from USD 589.1 million in 2015 to USD 1.60 billion by 2020, at an estimated Compound Annual Growth Rate (CAGR) of 22.0% from 2015 to 2020. The speech analytics market is driven by factors such as growing adoption of contact centers, increased importance of voice in the multichannel world, and increasing importance of compliance management in organizations.
The speech analytics service market is expected to gain high traction during the forecast period

The speech analytics service market is estimated to grow with high CAGR during the forecast period. Companies in the speech analytics market have extensive portfolio for solutions and therefore the requirement of services becomes necessary to manage these solutions and provide organizations with better business process to sustain themselves in the competitive market. This has led to the growth of professional and managed services in the speech analytics market. The professional services segment is expected to capture a major share in the speech analytics services market during the forecast period of 2015–2020.

“Asia-Pacific is witnessing high growth potential during the forecast period”

North America has captured the largest market share in 2015 and Latin America is the fastest growing region in terms of CAGR. However, due to rapid industrialization, organizations are becoming more competitive and are focusing on better customer service. Thus, realizing the untapped potential of this region, business giants are investing in the speech analytics market into the APAC region. Moreover, in Latin America, the contact center outsourcing has witnessed a high growth rate, which is eventually leading market players to provide companies with innovative speech analytics solutions.

In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with key people.

The break-up of profiles of primary participants is given below:

- By Company Type: Tier 1: 20%, Tier 2: 35%, and Tier 3: 45%
- By Designation: C level: 55%, Director level: 25%, and Others: 20%
- By Region: North America: 41%, Europe: 36%, APAC: 18%, Rest of the World: 5%

The latest trends in speech analytics include cloud-based speech analytics solutions and real-time speech analytics solutions. The availability of cloud deployment options for speech analytics solutions has further given a boost to the demand across many verticals. Also, the market in Asia-Pacific (APAC) is gaining high market traction due to increasing economic growth and cloud adoption in the region.

The various key speech analytics vendors and service providers profiled in the report are as follows:

1. Intelligence Interactive Group, Inc.
2. NICE Systems Ltd.
3. Verint Systems
4. Avaya, Inc.
5. Genesys Telecommunication Laboratories, Inc.
6. HP Enterprise
7. inContact, Inc.
8. Calabrio, Inc.
9. Callminer, Inc.
10. Calabridge, Inc.

The report will help the market leaders/new entrants in this market in the following ways:

1. This report segments the speech analytics market comprehensively and provides the closest approximations of the revenue numbers for the overall market and subsegments across different verticals and regions.
2. The report helps stakeholders to understand the pulse of the market and provides them information on key market drivers, restraints, challenges, and opportunities.
3. This report will help stakeholders to better understand the competitor and gain more insights to better their position in the business. The competitive landscape section includes competitor ecosystem, new product developments, partnerships, and mergers and acquisitions.

Table Of Contents

Speech Analytics Market by Type and Services), by Deployment Type , by Organization Size, by Vertical, and by Region - Global Forecast to 2020
TABLE OF CONTENTS

1 INTRODUCTION 13
1.1 OBJECTIVES OF THE REPORT 13
1.2 MARKET DEFINITION 13
1.3 MARKET SCOPE 14
1.3.1 MARKETS COVERED 14
1.3.2 YEARS CONSIDERED IN THE REPORT 15
1.4 CURRENCY 15
1.5 LIMITATIONS 15
1.6 STAKEHOLDERS 16
2 RESEARCH METHODOLOGY 17
2.1 INTRODUCTION 17
2.2 RESEARCH DATA 18
2.2.1 SECONDARY DATA 18
2.2.1.1 Key data from secondary sources 18
2.2.2 PRIMARY DATA 18
2.2.2.1 Key data from primary sources 19
2.2.2.2 Key industry insights 20
2.3 MARKET SIZE ESTIMATION 21
2.3.1 BOTTOM-UP APPROACH 21
2.3.2 TOP-DOWN APPROACH 22
2.4 MARKET BREAKDOWN AND DATA TRIANGULATION 23
2.5 RESEARCH ASSUMPTIONS AND LIMITATIONS 24
2.5.1 ASSUMPTIONS 24
2.5.2 LIMITATIONS 25
3 EXECUTIVE SUMMARY 26
4 PREMIUM INSIGHTS 31
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE SPEECH ANALYTICS MARKET 31
4.2 SPEECH ANALYTICS MARKET, BY TYPE 31
4.3 SPEECH ANALYTICS MARKET, BY DEPLOYMENT TYPE 32
4.4 GLOBAL SPEECH ANALYTICS MARKET, BY VERTICAL AND BY REGION, 2015 33
4.5 LIFECYCLE ANALYSIS, BY REGION (2015) 34

5 MARKET OVERVIEW 35
5.1 INTRODUCTION 36
5.2 EVOLUTION 36
5.3 MARKET SEGMENTATION 37
5.3.1 BY TYPE: SOLUTIONS AND SERVICES 37
5.3.2 BY DEPLOYMENT TYPE 38
5.3.3 BY ORGANIZATION SIZE 38
5.3.4 BY VERTICAL 39
5.3.5 BY REGION 40
5.4 MARKET DYNAMICS 41
5.4.1 DRIVERS 41
5.4.1.1 Growing demand from contact centers 41
5.4.1.2 Increased importance of voice in multichannel world 42
5.4.1.3 Increased focus on competitive and market intelligence 42
5.4.1.4 Risk and compliance management 42
5.4.2 RESTRAINTS 42
5.4.2.1 High costs 42
5.4.3 OPPORTUNITIES 42
5.4.3.1 Cloud-based speech analytics solutions 42
5.4.3.2 Real-time speech analytics 43
5.4.4 CHALLENGES 43
5.4.4.1 Lack of awareness and concerns over business value 43
6 INDUSTRY TRENDS 44
6.1 INTRODUCTION 44
6.2 VALUE CHAIN ANALYSIS 44
6.3 DEMAND ANALYSIS 45
6.4 STRATEGIC BENCHMARKING 46
6.5 APPLICATIONS OVERVIEW 46
6.5.1 BUSINESS PROCESSING MANAGEMENT 47
6.5.2 AGENT PERFORMANCE MANAGEMENT 47
6.5.3 CUSTOMER EXPERIENCE MANAGEMENT 47
6.5.4 MARKET INTELLIGENCE 47
6.5.5 RISK AND COMPLIANCE MANAGEMENT 48

7 SPEECH ANALYTICS MARKET ANALYSIS, BY TYPE 49
7.1 INTRODUCTION 50
7.2 SOLUTIONS 51
7.2.1 SPEECH ENGINE 52
7.2.2 INDEXING, ANALYSIS, AND QUERY TOOLS 53
7.2.3 DASHBOARD AND REPORTING TOOLS 54
7.3 SERVICES 55
7.3.1 PROFESSIONAL SERVICES 56
7.3.2 MANAGED SERVICES 57
8 SPEECH ANALYTICS MARKET ANALYSIS, BY DEPLOYMENT TYPE 58
8.1 INTRODUCTION 59
8.2 ON-PREMISES 60
8.3 CLOUD 61
9 SPEECH ANALYTICS MARKET ANALYSIS, BY ORGANIZATION SIZE 63
9.1 INTRODUCTION 64
9.2 SMALL AND MEDIUM ENTERPRISES 65
9.3 LARGE ENTERPRISES 66
10 SPEECH ANALYTICS MARKET ANALYSIS, BY INDUSTRY VERTICAL 67
10.1 INTRODUCTION 68
10.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 69
10.3 TELECOMMUNICATION AND IT 70
10.4 RETAIL AND CONSUMER GOODS 71
10.5 HEALTHCARE AND LIFE SCIENCES 72
10.6 MEDIA AND ENTERTAINMENT 73
10.7 GOVERNMENT, PUBLIC SECTOR, AND UTILITIES 73
10.8 TRAVEL AND HOSPITALITY 74
10.9 OTHERS 75
11 GEOGRAPHIC ANALYSIS 77
11.1 INTRODUCTION 78
11.2 NORTH AMERICA 80
11.3 EUROPE 84
11.4 ASIA-PACIFIC 87
11.5 MIDDLE EAST AND AFRICA 91
11.6 LATIN AMERICA 93

12 COMPETITIVE LANDSCAPE 97
12.1 OVERVIEW 97
12.2 COMPETITIVE SITUATION AND TRENDS 98
12.2.1 AGREEMENTS, PARTNERSHIPS, AND COLLABORATIONS 100
12.2.2 NEW PRODUCT/SERVICE DEVELOPMENTS 102
12.2.3 MERGERS AND ACQUISITIONS 104
12.2.4 EXPANSIONS 105
12.2.5 VENTURE CAPITAL FUNDING 106
13 COMPANY PROFILES 107
(Business Overview, Products and Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
13.1 INTRODUCTION 107
13.2 INTERACTIVE INTELLIGENCE GROUP, INC. 108
13.3 NICE SYSTEMS LTD. 111
13.4 VERINT SYSTEMS 114
13.5 AVAYA, INC. 117
13.6 GENESYS TELECOMMUNICATIONS LABORATORIES, INC. 120
13.7 HEWLETT-PACKARD ENTERPRISE 123
13.8 INCONTACT, INC. 125
13.9 CALABRIO, INC. 127
13.10 CALLMINER, INC. 129
13.11 CLARABRIDGE, INC. 131
*Details on Business Overview, Products and Services, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.
14 KEY INNOVATORS 133
14.1 VOCI TECHNOLOGIES, INC. 133
14.2 ALMAWAVE 134
14.3 ZOOM INTERNATIONAL 135
14.4 NEXIDIA, INC. 136
15 APPENDIX 138
15.1 KEY INDUSTRY INSIGHTS 138
15.2 DISCUSSION GUIDE 139
15.3 INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE 142
15.4 AVAILABLE CUSTOMIZATIONS 144
15.5 RELATED REPORTS 145

LIST OF TABLES

TABLE 1 SPEECH ANALYTICS MARKET SIZE AND GROWTH, 2013-2020 (USD BILLION) 27
TABLE 2 SPEECH ANALYTICS MARKET SIZE, BY TYPE, 2013-2020 (USD MILLION) 50
TABLE 3 SPEECH ANALYTICS SOLUTIONS MARKET SIZE, BY TYPE,
2013-2020 (USD MILLION) 51
TABLE 4 SPEECH ANALYTICS SOLUTIONS MARKET SIZE, BY REGION,
2013-2020 (USD MILLION) 51
TABLE 5 SPEECH ENGINE: SPEECH ANALYTICS MARKET SIZE, BY REGION,
2013-2020 (USD MILLION) 52
TABLE 6 INDEXING, ANALYSIS, AND QUERY TOOLS: SPEECH ANALYTICS MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 53
TABLE 7 DASHBOARD AND REPORTING TOOLS: SPEECH ANALYTICS MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 54
TABLE 8 SPEECH ANALYTICS SERVICES MARKET SIZE, BY TYPE, 2013-2020 (USD MILLION) 55
TABLE 9 SPEECH ANALYTICS SERVICES MARKET SIZE, BY REGION,
2013-2020 (USD MILLION) 55
TABLE 10 PROFESSIONAL SERVICES: SPEECH ANALYTICS MARKET SIZE, BY REGION,
2013-2020 (USD MILLION) 56
TABLE 11 MANAGED SERVICES: SPEECH ANALYTICS MARKET SIZE, BY REGION,
2013-2020 (USD MILLION) 57
TABLE 12 SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL,
2013-2020 (USD MILLION) 59
TABLE 13 ON-PREMISES: SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2013-2020 (USD MILLION) 60
TABLE 14 ON-PREMISES: SPEECH ANALYTICS MARKET SIZE, BY REGION,
2013-2020 (USD MILLION) 60
TABLE 15 CLOUD: SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2013-2020 (USD MILLION) 61
TABLE 16 CLOUD: SPEECH ANALYTICS MARKET SIZE, BY REGION,
2013-2020 (USD MILLION) 62
TABLE 17 SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2013-2020 (USD MILLION) 64
TABLE 18 SMALL AND MEDIUM ENTERPRISES: SPEECH ANALYTICS MARKET SIZE,
BY DEPLOYMENT TYPE, 2013-2020 (USD MILLION) 65
TABLE 19 SMALL AND MEDIUM ENTERPRISES: SPEECH ANALYTICS MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 65
TABLE 20 LARGE ENTERPRISES: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT TYPE, 2013-2020 (USD MILLION) 66
TABLE 21 LARGE ENTERPRISE: SPEECH ANALYTICS MARKET SIZE, BY REGION,
2013-2020 (USD MILLION) 66
TABLE 22 SPEECH ANALYTICS MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION) 69
TABLE 23 BFSI: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 70
TABLE 24 TELECOMMUNICATION AND IT: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 71
TABLE 25 RETAIL AND CONSUMER GOODS: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 71
TABLE 26 HEALTHCARE AND LIFE SCIENCES: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 72
TABLE 27 MEDIA AND ENTERTAINMENT: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 73
TABLE 28 GOVERNMENT, PUBLIC SECTOR, AND UTILITIES: SPEECH ANALYTICS MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 74
TABLE 29 TRAVEL AND HOSPITALITY: SPEECH ANALYTICS MARKET SIZE, BY REGION,
2013-2020 (USD MILLION) 75
TABLE 30 OTHERS: SPEECH ANALYTICS MARKET SIZE, BY REGION,
2013-2020 (USD MILLION) 76
TABLE 31 SPEECH ANALYTICS MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 79
TABLE 32 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY TYPE,
2013-2020 (USD MILLION) 81
TABLE 33 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY SOLUTION,
2013-2020 (USD MILLION) 82
TABLE 34 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY SERVICE,
2013-2020 (USD MILLION) 82
TABLE 35 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 83
TABLE 36 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2013-2020 (USD MILLION) 83
TABLE 37 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL,
2013-2020 (USD MILLION) 84
TABLE 38 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY TYPE, 2013-2020 (USD MILLION) 85
TABLE 39 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY SOLUTION,
2013-2020 (USD MILLION) 85
TABLE 40 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY SERVICE,
2013-2020 (USD MILLION) 85
TABLE 41 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL,
2013-2020 (USD MILLION) 86
TABLE 42 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2013-2020 (USD MILLION) 86
TABLE 43 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL,
2013-2020 (USD MILLION) 87
TABLE 44 ASIA-PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY TYPE,
2013-2020 (USD MILLION) 88
TABLE 45 ASIA-PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY SOLUTION,
2013-2020 (USD MILLION) 89
TABLE 46 ASIA-PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY SERVICE,
2013-2020 (USD MILLION) 89
TABLE 47 ASIA-PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL,
2013-2020 (USD MILLION) 89
TABLE 48 ASIA-PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2013-2020 (USD MILLION) 90
TABLE 49 ASIA-PACIFIC: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL,
2013-2020 (USD MILLION) 90
TABLE 50 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY TYPE,
2013-2020 (USD MILLION) 91
TABLE 51 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION) 91
TABLE 52 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY SERVICE,
2013-2020 (USD MILLION) 92
TABLE 53 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 92
TABLE 54 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2013-2020 (USD MILLION) 92
TABLE 55 MIDDLE EAST AND AFRICA: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION) 93
TABLE 56 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY TYPE,
2013-2020 (USD MILLION) 94
TABLE 57 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY SOLUTION,
2013-2020 (USD MILLION) 94
TABLE 58 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY SERVICE,
2013-2020 (USD MILLION) 94
TABLE 59 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 95
TABLE 60 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2013-2020 (USD MILLION) 95
TABLE 61 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL,
2013-2020 (USD MILLION) 96
TABLE 62 AGREEMENTS, PARTNERSHIPS, AND COLLABORATIONS, 2013-2016 100
TABLE 63 NEW PRODUCT DEVELOPMENTS, 2013-2016 102
TABLE 64 MERGERS AND ACQUISITIONS, 2013-2016 104
TABLE 65 EXPANSIONS, 2013-2016 105
TABLE 66 VENTURE CAPITAL FUNDING, 2013-2016 106

LIST OF FIGURES

FIGURE 1 GLOBAL SPEECH ANALYTICS MARKET: RESEARCH DESIGN 17
FIGURE 2 BREAKDOWN OF PRIMARIES: BY COMPANY TYPE, DESIGNATION, AND REGION 20
FIGURE 3 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH 21
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH 22
FIGURE 5 MARKET BREAKDOWN AND DATA TRIANGULATION 23
FIGURE 6 ASSUMPTIONS 24
FIGURE 7 LIMITATIONS 25
FIGURE 8 DASHBOARD AND REPORTING TOOLS SEGMENT IS EXPECTED TO GROW AT THE HIGHEST RATE DURING THE FORECAST PERIOD 28
FIGURE 9 THE ADOPTION OF SPEECH ANALYTICS IS EXPECTED TO GROW AT THE HIGHEST RATE IN SMALL AND MEDIUM ENTERPRISES 28
FIGURE 10 CLOUD-BASED SPEECH ANALYTICS SOLUTIONS SEGMENT IS EXPECTED TO GROW AT A HIGH CAGR DURING THE FORECAST PERIOD 29
FIGURE 11 NORTH AMERICA IS EXPECTED TO LEAD THE SPEECH ANALYTICS MARKET IN 2015 29
FIGURE 12 SPEECH ANALYTICS SOLUTIONS ARE EXPECTED TO GAIN TRACTION DURING THE FORECAST PERIOD 31
FIGURE 13 SPEECH ANALYTICS SERVICES ARE EXPECTED TO WITNESS THE HIGHEST GROWTH RATE DURING THE FORECAST PERIOD 31
FIGURE 14 ON-PREMISES CONTRIBUTES THE LARGEST MARKET SHARE AMONG THE DEPLOYMENT TYPES 32
FIGURE 15 TELECOMMUNICATION AND IT BY VERTICAL AND NORTH AMERICA BY REGION ARE EXPECTED TO ACCOUNT FOR THE HIGHEST SHARE. 33
FIGURE 16 SPEECH ANALYTICS REGIONAL LIFECYCLE: ASIA-PACIFIC EXHIBITS HIGH POTENTIAL GROWTH DURING THE FORECAST PERIOD 34
FIGURE 17 SPEECH ANALYTICS MARKET: EVOLUTION 37
FIGURE 18 SPEECH ANALYTICS MARKET SEGMENTATION: BY SOLUTION 37
FIGURE 19 SPEECH ANALYTICS MARKET SEGMENTATION: BY SERVICE 38
FIGURE 20 SPEECH ANALYTICS MARKET SEGMENTATION: BY DEPLOYMENT TYPE 38
FIGURE 21 SPEECH ANALYTICS MARKET SEGMENTATION: BY ORGANIZATION SIZE 38
FIGURE 22 SPEECH ANALYTICS MARKET SEGMENTATION: BY VERTICAL 39
FIGURE 23 SPEECH ANALYTICS MARKET SEGMENTATION: BY REGION 40
FIGURE 24 SPEECH ANALYTICS MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES,
AND CHALLENGES 41
FIGURE 25 SPEECH ANALYTICS MARKET: VALUE CHAIN 45
FIGURE 26 STRATEGIC BENCHMARKING 46
FIGURE 27 SPEECH ANALYTICS MARKET GAINING TRACTION DUE TO INCREASING CONTACT CENTERS AND NEED FOR CUSTOMER MANAGEMENT 50
FIGURE 28 NEED FOR COST-EFFECTIVE SOLUTIONS WILL DRIVE CLOUD DEPLOYMENT MODEL IN THE ORGANIZATIONS 59
FIGURE 29 BETTER COST OPTIMIZATION ON THE ASSETS AND REQUIREMENTS DRIVING SME TO ADOPT SPEECH ANALYTICS SOLUTIONS 64
FIGURE 30 HIGHER RATE OF ADOPTION OF SPEECH ANALYTICS IN HEALTHCARE AND LIFE SCIENCES VERTICAL 68
FIGURE 31 NORTH AMERICA IS EXPECTED TO DOMINATE THE MARKET WITH A MAJOR PRESENCE OF SOLUTION VENDORS 78
FIGURE 32 LATIN AMERICA IS EXPECTED TO EXHIBIT THE HIGHEST GROWTH RATE DUE TO THE HUGE INVESTMENTS BY THE MARKET PLAYERS IN THE REGION 79
FIGURE 33 NORTH AMERICA MARKET SNAPSHOT 81
FIGURE 34 ASIA-PACIFIC MARKET SNAPSHOT 88
FIGURE 35 COMPANIES ADOPTED PARTNERSHIPS AND AGREEMENTS AS THE KEY GROWTH STRATEGIES DURING 2013-2016 97
FIGURE 36 MARKET EVALUATION FRAMEWORK 98
FIGURE 37 BATTLE FOR MARKET SHARE: PARTNERSHIP AND AGREEMENT HAS BEEN THE KEY GROWTH STRATEGY FOR COMPANIES 99
FIGURE 38 GEOGRAPHIC REVENUE MIX OF 5 MARKET PLAYERS 107
FIGURE 39 INTERACTIVE INTELLIGENCE GROUP, INC.: COMPANY SNAPSHOT 108
FIGURE 40 INTERACTIVE INTELLIGENCE GROUP, INC.: SWOT ANALYSIS 110
FIGURE 41 NICE SYSTEMS LTD.: COMPANY SNAPSHOT 111
FIGURE 42 NICE SYSTEMS LTD.: SWOT ANALYSIS 113
FIGURE 43 VERINT SYSTEMS: COMPANY SNAPSHOT 114
FIGURE 44 VERINT SYSTEMS: SWOT ANALYSIS 116
FIGURE 45 AVAYA, INC.: COMPANY SNAPSHOT 117
FIGURE 46 AVAYA, INC.: SWOT ANALYSIS 119
FIGURE 47 GENESYS TELECOMMUNICATIONS LABORATORIES, INC.: SWOT ANALYSIS 121
FIGURE 48 HEWLETT-PACKARD ENTERPRISE: COMPANY SNAPSHOT 123
FIGURE 49 INCONTACT, INC.: COMPANY SNAPSHOT 125

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