TABLE OF CONTENTS

1 INTRODUCTION 14
1.1 OBJECTIVES OF THE STUDY 14
1.2 MARKET DEFINITION 14
1.3 MARKET SCOPE 15
1.4 YEARS CONSIDERED FOR THE STUDY 16
1.5 CURRENCY 17
1.6 STAKEHOLDERS 17

2 RESEARCH METHODOLOGY 18
2.1 RESEARCH DATA 18
2.1.1 SECONDARY DATA 18
2.1.2 PRIMARY DATA 19
2.1.2.1 Breakdown of primaries 20
2.1.2.2 Key industry insights 20
2.2 MARKET SIZE ESTIMATION 22
2.3 COMPETITIVE LEADERSHIP MAPPING METHODOLOGY 24
2.3.1 VENDOR INCLUSION CRITERIA 24
2.4 RESEARCH ASSUMPTIONS 24
2.5 LIMITATIONS 25

3 EXECUTIVE SUMMARY 26

4 PREMIUM INSIGHTS 31
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE CONTACT CENTER ANALYTICS MARKET 31
4.2 CONTACT CENTER ANALYTICS MARKET SHARE ACROSS VARIOUS REGIONS 32
4.3 CONTACT CENTER ANALYTICS MARKET, BY INDUSTRY AND REGION 33
4.4 LIFECYCLE ANALYSIS, BY REGION, 2017 33

5 MARKET OVERVIEW AND INDUSTRY TRENDS 35
5.1 MARKET OVERVIEW 35
5.1.1 INTRODUCTION 35
5.1.2 MARKET DYNAMICS 35
5.1.3 DRIVERS 37
5.1.3.1 Demand for better customer experience management solutions 37
5.1.3.2 Proliferation of cloud computing 38
5.1.3.3 Growing demand for speech and text analytics 38
5.1.3.4 Increased compliance requirements 39

5.1.4 RESTRAINTS 39
5.1.4.1 High cost of investment 39
5.1.4.2 Consumer data privacy rules and regulations 39
5.1.5 OPPORTUNITIES 39
5.1.5.1 Social media analytics 39
5.1.5.2 Real-time monitoring and analytics 40
5.1.5.3 Predictive analytics 40
5.1.6 CHALLENGES 40
5.1.6.1 Lack of a clear and holistic analytics approach in contact centers 40
5.2 INDUSTRY TRENDS 41
5.2.1 CONTACT CENTER ANALYTICS USE CASES 41
5.2.1.1 Use Case #1 41
5.2.1.2 Use Case #2 41
5.2.1.3 Use Case #3 42
5.2.1.4 Use Case #4 42
5.3 CONTACT CENTER ANALYTICS, KEY PERFORMANCE INDICATORS 43

6 CONTACT CENTER ANALYTICS MARKET ANALYSIS, BY COMPONENT 44
6.1 INTRODUCTION 45
6.1.1 SOFTWARE 46
6.1.1.1 Speech analytics 46
6.1.1.2 Cross-channel analytics 47
6.1.1.3 Predictive analytics 48
6.1.1.4 Performance analytics 48
6.1.1.5 Text analytics 49
6.1.2 SERVICES 50
6.1.2.1 Professional services 50
6.1.2.2 Managed services 51

7 CONTACT CENTER ANALYTICS MARKET ANALYSIS, BY APPLICATION 52
7.1 INTRODUCTION 53
7.2 AUTOMATIC CALL DISTRIBUTOR 54
7.3 LOG MANAGEMENT 55
7.4 RISK AND COMPLIANCE MANAGEMENT 56
7.5 REAL-TIME MONITORING AND REPORTING 56
7.6 WORKFORCE OPTIMIZATION 57
7.7 CUSTOMER EXPERIENCE MANAGEMENT 58
7.8 OTHERS 58


8 CONTACT CENTER ANALYTICS MARKET ANALYSIS, BY DEPLOYMENT MODEL 60
8.1 INTRODUCTION 61
8.2 ON-PREMISES 62
8.3 ON-DEMAND 63

9 CONTACT CENTER ANALYTICS MARKET ANALYSIS, BY ORGANIZATION SIZE 64
9.1 INTRODUCTION 65
9.2 SMALL AND MEDIUM-SIZED ENTERPRISES 66
9.3 LARGE ENTERPRISES 67

10 CONTACT CENTER ANALYTICS MARKET ANALYSIS, BY INDUSTRY 68
10.1 INTRODUCTION 69
10.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 70
10.3 HEALTHCARE AND LIFE SCIENCES 71
10.4 MANUFACTURING 71
10.5 RETAIL AND CONSUMER GOODS 72
10.6 ENERGY AND UTILITIES 73
10.7 TELECOM AND IT 74
10.8 TRAVEL AND HOSPITALITY 74
10.9 GOVERNMENT AND DEFENSE 75
10.10 ACADEMIA AND RESEARCH 76
10.11 OTHERS 77

11 GEOGRAPHIC ANALYSIS 78
11.1 INTRODUCTION 79
11.2 NORTH AMERICA 80
11.3 EUROPE 84
11.4 ASIA PACIFIC 87
11.5 LATIN AMERICA 92
11.6 MIDDLE EAST AND AFRICA 95

12 COMPETITIVE LANDSCAPE 100
12.1 COMPETITIVE LEADERSHIP MAPPING OVERVIEW 100
12.1.1 VISIONARY LEADERS 100
12.1.2 INNOVATORS 100
12.1.3 DYNAMIC DIFFERENTIATORS 100
12.1.4 EMERGING COMPANIES 100
12.2 CONTACT CENTER ANALYTICS MARKET (GLOBAL), COMPETITIVE LEADERSHIP MAPPING, 2017 101
12.3 COMPETITIVE BENCHMARKING 102
12.3.1 BUSINESS STRATEGIES ADOPTED BY MAJOR PLAYERS IN THE CONTACT CENTER ANALYTICS MARKET 102
12.3.2 ANALYSIS OF PRODUCT PORTFOLIO OF MAJOR PLAYERS IN THE CONTACT CENTER ANALYTICS MARKET 103

13 COMPANY PROFILES 104
(Overview, Strength of Product Portfolio, Business Strategy Excellence, Recent Developments, Key Relationships) *
13.1 CISCO SYSTEMS, INC. 104
13.2 GENPACT LIMITED 107
13.3 VERINT SYSTEMS INC. 111
13.4 8X8, INC. 115
13.5 GENESYS 120
13.6 ORACLE CORPORATION 124
13.7 MITEL NETWORKS CORPORATION 127
13.8 SAP SE 131
13.9 NICE LTD. 134
13.10 ENGHOUSE INTERACTIVE 137
13.11 FIVE9, INC. 141
13.12 CALLMINER 145
13.13 SERVION GLOBAL SOLUTIONS 150
*Details Overview, Strength of Product Portfolio, Business Strategy Excellence, Recent Developments, Key Relationships might not be captured in case of unlisted companies.

14 APPENDIX 153
14.1 DISCUSSION GUIDE 153
14.2 KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL 157
14.3 AVAILABLE CUSTOMIZATION 159
14.4 RELATED REPORTS 159
14.5 AUTHOR DETAILS 160

LIST OF TABLES
TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2014-2016 17
TABLE 2 CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT,
2015-2022 (USD MILLION) 45
TABLE 3 CONTACT CENTER ANALYTICS MARKET SIZE, BY SOFTWARE,
2015-2022 (USD MILLION) 46
TABLE 4 SPEECH ANALYTICS: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 47
TABLE 5 CROSS-CHANNEL ANALYTICS: CONTACT CENTER ANALYTICS MARKET SIZE,
BY REGION, 2015-2022 (USD MILLION) 47
TABLE 6 PREDICTIVE ANALYTICS: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 48
TABLE 7 PERFORMANCE ANALYTICS: CONTACT CENTER ANALYTICS MARKET SIZE,
BY REGION, 2015-2022 (USD MILLION) 49
TABLE 8 TEXT ANALYTICS: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION,
2015-2022 (USD MILLION) 49
TABLE 9 CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICE,
2015-2022 (USD MILLION) 50
TABLE 10 CONTACT CENTER ANALYTICS MARKET SIZE, BY APPLICATION,
2015-2022 (USD MILLION) 53
TABLE 11 AUTOMATIC CALL DISTRIBUTOR: CONTACT CENTER ANALYTICS MARKET SIZE,
BY REGION, 2015-2022 (USD MILLION) 55
TABLE 12 LOG MANAGEMENT: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 55
TABLE 13 RISK AND COMPLIANCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 56
TABLE 14 REAL-TIME MONITORING AND REPORTING: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 57
TABLE 15 WORKFORCE OPTIMIZATION: CONTACT CENTER ANALYTICS MARKET SIZE,
BY REGION, 2015-2022 (USD MILLION) 57
TABLE 16 CUSTOMER EXPERIENCE MANAGEMENT: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 58
TABLE 17 OTHERS: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION,
2015-2022 (USD MILLION) 59
TABLE 18 CONTACT CENTER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL,
2015-2022 (USD MILLION) 61
TABLE 19 ON-PREMISES: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION,
2015-2022 (USD MILLION) 62
TABLE 20 ON-DEMAND: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION,
2015-2022 (USD MILLION) 63
TABLE 21 CONTACT CENTER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2015-2022 (USD MILLION) 65
TABLE 22 SMALL AND MEDIUM-SIZED ENTERPRISES: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 66
TABLE 23 LARGE ENTERPRISES: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 67
TABLE 24 CONTACT CENTER ANALYTICS MARKET SIZE, BY INDUSTRY,
2015-2022 (USD MILLION) 69
TABLE 25 BANKING, FINANCIAL SERVICES, AND INSURANCE: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 70
TABLE 26 HEALTHCARE AND LIFE SCIENCES: CONTACT CENTER ANALYTICS MARKET SIZE,
BY REGION, 2015-2022 (USD MILLION) 71
TABLE 27 MANUFACTURING: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 72
TABLE 28 RETAIL AND CONSUMER GOODS: CONTACT CENTER ANALYTICS MARKET SIZE,
BY REGION, 2015-2022 (USD MILLION) 73
TABLE 29 ENERGY AND UTILITIES: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 73
TABLE 30 TELECOM AND IT: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION,
2015-2022 (USD MILLION) 74
TABLE 31 TRAVEL AND HOSPITALITY: CONTACT CENTER ANALYTICS MARKET SIZE,
BY REGION, 2015-2022 (USD MILLION) 75
TABLE 32 GOVERNMENT AND DEFENSE: CONTACT CENTER ANALYTICS MARKET SIZE,
BY REGION, 2015-2022 (USD MILLION) 75
TABLE 33 ACADEMIA AND RESEARCH: CONTACT CENTER ANALYTICS MARKET SIZE,
BY REGION, 2015-2022 (USD MILLION) 76
TABLE 34 OTHERS: CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION,
2015-2022 (USD MILLION) 77
TABLE 35 CONTACT CENTER ANALYTICS MARKET SIZE, BY REGION,
2015-2022 (USD BILLION) 79
TABLE 36 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY INDUSTRY, 2015-2022 (USD MILLION) 81
TABLE 37 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION) 81
TABLE 38 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SOFTWARE, 2015-2022 (USD MILLION) 82
TABLE 39 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION) 82
TABLE 40 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION) 83
TABLE 41 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION) 83
TABLE 42 NORTH AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE , 2015-2022 (USD MILLION) 83
TABLE 43 EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY INDUSTRY,
2015-2022 (USD MILLION) 84
TABLE 44 EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT,
2015-2022 (USD MILLION) 85
TABLE 45 EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY SOFTWARE,
2015-2022 (USD MILLION) 85
TABLE 46 EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICE,
2015-2022 (USD MILLION) 85
TABLE 47 EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY APPLICATION,
2015-2022 (USD MILLION) 86
TABLE 48 EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION) 86
TABLE 49 EUROPE: CONTACT CENTER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION) 87
TABLE 50 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY INDUSTRY,
2015-2022 (USD MILLION) 89
TABLE 51 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION) 89
TABLE 52 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY SOFTWARE,
2015-2022 (USD MILLION) 90
TABLE 53 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICE,
2015-2022 (USD MILLION) 90
TABLE 54 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION) 91
TABLE 55 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION) 91
TABLE 56 ASIA PACIFIC: CONTACT CENTER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION) 92
TABLE 57 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY INDUSTRY, 2015-2022 (USD MILLION) 92
TABLE 58 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION) 93
TABLE 59 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SOFTWARE, 2015-2022 (USD MILLION) 93
TABLE 60 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY SERVICE,
2015-2022 (USD MILLION) 94
TABLE 61 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION) 94
TABLE 62 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION) 94
TABLE 63 LATIN AMERICA: CONTACT CENTER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION) 95
TABLE 64 MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE,
BY INDUSTRY, 2015-2022 (USD MILLION) 96
TABLE 65 MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE,
BY COMPONENT, 2015-2022 (USD MILLION) 96
TABLE 66 MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE,
BY SOFTWARE, 2015-2022 (USD MILLION) 97
TABLE 67 MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE,
BY SERVICE, 2015-2022 (USD MILLION) 97
TABLE 68 MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE,
BY APPLICATION, 2015-2022 (USD MILLION) 98
TABLE 69 MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE,
BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION) 98
TABLE 70 MIDDLE EAST AND AFRICA: CONTACT CENTER ANALYTICS MARKET SIZE,
BY ORGANIZATION SIZE, 2015-2022 (USD MILLION) 98
TABLE 71 MARKET RANKING FOR THE CONTACT CENTER ANALYTICS MARKET, 2017 101

LIST OF FIGURES
FIGURE 1 CONTACT CENTER ANALYTICS MARKET: MARKET SEGMENTATION 15
FIGURE 2 REGIONAL SCOPE 16
FIGURE 3 CONTACT CENTER ANALYTICS MARKET: RESEARCH DESIGN 18
FIGURE 4 BREAKDOWN OF PRIMARY INTERVIEWS: BY COMPANY, DESIGNATION,
AND REGION 20
FIGURE 5 DATA TRIANGULATION 21
FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH 22
FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH 23
FIGURE 8 EVALUATION CRITERIA 24
FIGURE 9 CONTACT CENTER ANALYTICS MARKET: ASSUMPTIONS 24
FIGURE 10 CONTACT CENTER ANALYTICS MARKET: EVOLUTION 26
FIGURE 11 CONTACT CENTER ANALYTICS MARKET IS EXPECTED TO WITNESS A SIGNIFICANT GROWTH DURING THE FORECAST PERIOD DUE TO THE GROWING DEMAND TOWARD BETTER CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS 27
FIGURE 12 CONTACT CENTER ANALYTICS MARKET SNAPSHOT, BY COMPONENT
(2017 VS. 2022) 28
FIGURE 13 CONTACT CENTER ANALYTICS MARKET SNAPSHOT, BY SOFTWARE (2017-2022) 28
FIGURE 14 CONTACT CENTER ANALYTICS MARKET SNAPSHOT, BY APPLICATION (2017-2022) 29
FIGURE 15 CONTACT CENTER ANALYTICS MARKET SNAPSHOT, BY DEPLOYMENT MODEL (2017-2022) 29
FIGURE 16 CONTACT CENTER ANALYTICS MARKET SNAPSHOT, BY ORGANIZATION SIZE (2017-2022) 30
FIGURE 17 CONTACT CENTER ANALYTICS MARKET SNAPSHOT, BY INDUSTRY (2017 VS. 2022) 30
FIGURE 18 PROLIFERATION OF CLOUD COMPUTING IS EXPECTED TO DRIVE THE CONTACT CENTER ANALYTICS MARKET DURING THE FORECAST PERIOD 31
FIGURE 19 NORTH AMERICA IS ESTIMATED TO DOMINATE THE GLOBAL CONTACT CENTER ANALYTICS MARKET IN 2017 32
FIGURE 20 BANKING, FINANCIAL SERVICES, AND INSURANCE INDUSTRY, AND NORTH AMERICA ARE ESTIMATED TO HAVE THE LARGEST MARKET SHARES IN 2017 33
FIGURE 21 ASIA PACIFIC IS EXPECTED TO ENTER THE EXPONENTIAL GROWTH PHASE DURING THE FORECAST PERIOD 33
FIGURE 22 CONTACT CENTER ANALYTICS MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 36
FIGURE 23 KEY FACTORS AFFECTING CUSTOMER EXPERIENCE 37
FIGURE 24 TEXT AND SPEECH ANALYTICS MARKET 38
FIGURE 25 CONTACT CENTER ANALYTICS DEPLOYMENT, KEY PERFORMANCE INDICATORS 43
FIGURE 26 SOFTWARE SEGMENT IS EXPECTED TO HAVE THE LARGER MARKET SIZE DURING THE FORECAST PERIOD 45
FIGURE 27 CUSTOMER EXPERIENCE MANAGEMENT IS ESTIMATED TO HAVE THE LARGEST MARKET SIZE IN 2017 54
FIGURE 28 ON-PREMISES DEPLOYMENT MODEL IS EXPECTED TO HAVE THE LARGER MARKET SIZE IN 2017 61
FIGURE 29 LARGE ENTERPRISES SEGMENT IS EXPECTED TO HAVE THE LARGER MARKET SIZE DURING THE FORECAST PERIOD 65
FIGURE 30 BANKING, FINANCIAL SERVICES, AND INSURANCE INDUSTRY IS EXPECTED TO HAVE THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD 70
FIGURE 31 NORTH AMERICA IS EXPECTED TO HAVE THE LARGEST MARKET SIZE IN THE CONTACT CENTER ANALYTICS MARKET DURING THE FORECAST PERIOD 79
FIGURE 32 NORTH AMERICA: MARKET SNAPSHOT 80
FIGURE 33 ASIA PACIFIC: MARKET SNAPSHOT 88
FIGURE 34 CISCO SYSTEMS, INC.: COMPANY SNAPSHOT 104
FIGURE 35 GENPACT LIMITED: COMPANY SNAPSHOT 107
FIGURE 36 VERINT SYSTEMS INC.: COMPANY SNAPSHOT 111
FIGURE 37 8X8, INC.: COMPANY SNAPSHOT 115
FIGURE 38 ORACLE CORPORATION: COMPANY SNAPSHOT 124
FIGURE 39 MITEL NETWORKS CORPORATION: COMPANY SNAPSHOT 127
FIGURE 40 SAP SE: COMPANY SNAPSHOT 131
FIGURE 41 NICE LTD.: COMPANY SNAPSHOT 134
FIGURE 42 ENGHOUSE INTERACTIVE: COMPANY SNAPSHOT 137
FIGURE 43 FIVE9, INC.: COMPANY SNAPSHOT 141