The Asia Pacific Contact Center Analytics Market is expected to witness market growth of 12.1% CAGR during the forecast period (2022-2028).
Customers are the core of the business. As a result, it's crucial to keep track of their input as well as interactions in real-time. A contact center analytics software serves this goal by recording conversations and dealing with problems. Contact center analytics solutions use numerous technologies, such as AI, machine learning, and NLP to provide superior analysis findings to various enterprises for better decision-making and business strategy formation. Banking, financial services, and insurance (BFSI), manufacturing; retail and consumer goods, healthcare and life sciences, energy and utilities, telecom and IT, government and defense, travel and hospitality, academia and research, and various others, such as media & entertainment and Transportation & logistics, have all witnessed significant growth in contact center analytics solutions.
The retail & e-commerce sector of India is flourishing. According to the National Investment Promotion and Facilitation Agency, urbanization, income growth, and the rise in nuclear families are expected to propel the Indian retail sector to $2 trillion by 2032. The Indian e-commerce market, on the other hand, is anticipated to reach $350 billion by 2030, with a CAGR of 23%. E-commerce accounted for about a third of various electrical categories, nearly half of all smartphones sold, and approximately a fifth of all textile sales in India in the first half of 2021. More than $8 billion in PE/VC funding will be raised by e-commerce and consumer internet companies in 2020, with 400 deals (excluding investments in Jio). With an anticipated annual gross merchandise value of $350 billion, India will become the third-largest online retail industry by 2030.
The retail market in India is highly unorganized. The organized Indian retail market, on the other hand, grew by 50% between 2012 and 2020, accounting for nearly 12% of total retail. By 2025, the modern Indian retail industry is anticipated to grow at a 15% compound annual growth rate.
The China market dominated the Asia Pacific Contact Center Analytics Market by Country in 2021, and is expected to continue to be a dominant market till 2028; thereby, achieving a market value of $257 million by 2028. The Japan market is experiencing a CAGR of 11.4% during (2022 - 2028). Additionally, The India market is expected to exhibit a CAGR of 12.8% during (2022 - 2028).
Based on Component, the market is segmented into Software (Speech Analytics, Text Analytics, Desktop Analytics, Predictive Analytics, and Cross-channel Analytics & Performance Analytics) and Services. Based on Application, the market is segmented into Customer Experience Management, Workforce Optimization, Risk & Compliance Management, Log Management, Real-Time Monitoring & Analysis, and Automatic Call Distributor & Others. Based on Deployment Mode, the market is segmented into Cloud and On-premise. Based on Organization Size, the market is segmented into Large Enterprises and Small & Medium Enterprises (SMEs). Based on Vertical, the market is segmented into BFSI, Retail & Consumer Goods, Energy & Utilities, Government & Defense, Healthcare & Life Sciences, Manufacturing, Telecom & IT, Travel & Hospitality, and Others. Based on countries, the market is segmented into China, Japan, India, South Korea, Singapore, Malaysia, and Rest of Asia Pacific.
The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include Oracle Corporation, Cisco Systems, Inc., Avaya Holdings Corporation, Genpact Limited, NICE Ltd., SAP SE, 8x8, Inc., Talkdesk, Inc., Genesys Telecommunications Laboratories, Inc., and CallMiner, Inc.
Customers are the core of the business. As a result, it's crucial to keep track of their input as well as interactions in real-time. A contact center analytics software serves this goal by recording conversations and dealing with problems. Contact center analytics solutions use numerous technologies, such as AI, machine learning, and NLP to provide superior analysis findings to various enterprises for better decision-making and business strategy formation. Banking, financial services, and insurance (BFSI), manufacturing; retail and consumer goods, healthcare and life sciences, energy and utilities, telecom and IT, government and defense, travel and hospitality, academia and research, and various others, such as media & entertainment and Transportation & logistics, have all witnessed significant growth in contact center analytics solutions.
The retail & e-commerce sector of India is flourishing. According to the National Investment Promotion and Facilitation Agency, urbanization, income growth, and the rise in nuclear families are expected to propel the Indian retail sector to $2 trillion by 2032. The Indian e-commerce market, on the other hand, is anticipated to reach $350 billion by 2030, with a CAGR of 23%. E-commerce accounted for about a third of various electrical categories, nearly half of all smartphones sold, and approximately a fifth of all textile sales in India in the first half of 2021. More than $8 billion in PE/VC funding will be raised by e-commerce and consumer internet companies in 2020, with 400 deals (excluding investments in Jio). With an anticipated annual gross merchandise value of $350 billion, India will become the third-largest online retail industry by 2030.
The retail market in India is highly unorganized. The organized Indian retail market, on the other hand, grew by 50% between 2012 and 2020, accounting for nearly 12% of total retail. By 2025, the modern Indian retail industry is anticipated to grow at a 15% compound annual growth rate.
The China market dominated the Asia Pacific Contact Center Analytics Market by Country in 2021, and is expected to continue to be a dominant market till 2028; thereby, achieving a market value of $257 million by 2028. The Japan market is experiencing a CAGR of 11.4% during (2022 - 2028). Additionally, The India market is expected to exhibit a CAGR of 12.8% during (2022 - 2028).
Based on Component, the market is segmented into Software (Speech Analytics, Text Analytics, Desktop Analytics, Predictive Analytics, and Cross-channel Analytics & Performance Analytics) and Services. Based on Application, the market is segmented into Customer Experience Management, Workforce Optimization, Risk & Compliance Management, Log Management, Real-Time Monitoring & Analysis, and Automatic Call Distributor & Others. Based on Deployment Mode, the market is segmented into Cloud and On-premise. Based on Organization Size, the market is segmented into Large Enterprises and Small & Medium Enterprises (SMEs). Based on Vertical, the market is segmented into BFSI, Retail & Consumer Goods, Energy & Utilities, Government & Defense, Healthcare & Life Sciences, Manufacturing, Telecom & IT, Travel & Hospitality, and Others. Based on countries, the market is segmented into China, Japan, India, South Korea, Singapore, Malaysia, and Rest of Asia Pacific.
The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include Oracle Corporation, Cisco Systems, Inc., Avaya Holdings Corporation, Genpact Limited, NICE Ltd., SAP SE, 8x8, Inc., Talkdesk, Inc., Genesys Telecommunications Laboratories, Inc., and CallMiner, Inc.
Scope of the Study
Market Segments Covered in the Report:
By Component
- Software
- Speech Analytics
- Text Analytics
- Desktop Analytics
- Predictive Analytics
- Cross-channel Analytics & Performance Analytics
- Services
By Application
- Customer Experience Management
- Workforce Optimization
- Risk & Compliance Management
- Log Management, Real-Time Monitoring & Analysis
- Automatic Call Distributor & Others
By Deployment Mode
- Cloud
- On-premise
By Organization Size
- Large Enterprises
- Small & Medium Enterprises (SMEs)
By Vertical
- BFSI
- Retail & Consumer Goods
- Energy & Utilities
- Government & Defense
- Healthcare & Life Sciences
- Manufacturing
- Telecom & IT
- Travel & Hospitality
- Others
By Country
- China
- Japan
- India
- South Korea
- Singapore
- Malaysia
- Rest of Asia Pacific
Key Market Players
List of Companies Profiled in the Report:
- Oracle Corporation
- Cisco Systems, Inc.
- Avaya Holdings Corporation
- Genpact Limited
- NICE Ltd.
- SAP SE
- 8x8, Inc.
- Talkdesk, Inc.
- Genesys Telecommunications Laboratories, Inc.
- CallMiner, Inc.
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Table of Contents
Chapter 1. Market Scope & Methodology
Chapter 2. Market Overview
Chapter 3. Competition Analysis - Global
Chapter 4. Asia Pacific Contact Center Analytics Market by Component
Chapter 5. Asia Pacific Contact Center Analytics Market by Application
Chapter 6. Asia Pacific Contact Center Analytics Market by Deployment Mode
Chapter 7. Asia Pacific Contact Center Analytics Market by Organization Size
Chapter 8. Asia Pacific Contact Center Analytics Market by Vertical
Chapter 9. Asia Pacific Contact Center Analytics Market by Country
Chapter 10. Company Profiles
Companies Mentioned
- Oracle Corporation
- Cisco Systems, Inc.
- Avaya Holdings Corporation
- Genpact Limited
- NICE Ltd.
- SAP SE
- 8x8, Inc.
- Talkdesk, Inc.
- Genesys Telecommunications Laboratories, Inc.
- CallMiner, Inc.
Methodology
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