The North America Contact Center Intelligence Market would witness market growth of 21.7% CAGR during the forecast period (2020-2026). Artificial intelligence (AI) takes the wise routing the ACD performs and makes it considerably more intelligent. Presently contact centers can route requests dependent on extra criteria, for example, the personality of the customer and data gathered from past contacts. Coordinating a customer with the perfect agent at the perfect time can do a ton to improve the experience of the customer. It can likewise upgrade the analysis and provide business pioneers with data they can act upon. For instance, by utilizing AI-controlled analysis; organizations can analyze the behavior of the customer, recognize ones who are in danger of churning, and connect with them with a convincing, customized offer. Although it's in its beginning phases, Artificial intelligence (AI) shows guarantee in the contact center. Forward-thinking organizations are now thinking about how to fuse AI into their administration models.
Enterprises have understood that incorporating the enormous volumes of information being created on a single channel proficiently can improve representative efficiency, upgrade client experience, and lessen average call time per customer. Omnichannel arrangements can especially permit agents to switch across numerous channels to get to similar contextual information. The solid emphasis enterprises are putting on actualizing omnichannel solutions to improve the experience of customers is foreseen to drive the development of the market over the forecast period.
Various Small and Medium Enterprises (SMEs) all over the world are looking ahead to AI-enabled answers for giving more versatile, interactive, and adaptable answers to cater to changing client needs. Automated chat platforms can especially permit SMEs to scale their client engagement platforms and free up operators for taking care of more critical customer interaction. These platforms can likewise help in deciding buying trends, understanding client needs, and extending the scope of services to offer pertinent offers and rewards.
Based on Component, the market is segmented into Solution and Services. Solutions segment is further bifurcated across Intelligent Interactive Voice Response (IVR) System, Chatbot and Intelligent Virtual Assistant (IVA). Based on Technology, the market is segmented into Computer Vision, Automatic Speech Recognition, Machine Learning, Natural Language Processing and Others. Based on Deployment Type, the market is segmented into On-premise and Hosted. Based on End User, the market is segmented into Telecom & IT, Government, Healthcare, Consumer Goods & Retail, Travel & Hospitality, BFSI and Others. Based on countries, the market is segmented into U.S., Mexico, Canada, and Rest of North America.
Free Valuable Insights: Contact Center Intelligence Market in North America is expected to register a CAGR of 21.7% during the forecast period (2020-2026)
The market research report covers theanalysis of key stake holders of the market. Key companies profiled in the report include Cisco Systems, Inc., Oracle Corporation, Google, Inc., SAP SE, Microsoft Corporation, IBM Corporation, NICE Ltd., Five9, Inc., Zendesk, Inc., and 3CLogic Software, Inc.
Scope of the North America Contact Center Intelligence Market Analysis
Market Segmentation:
By Component
- Solution
- Intelligent Interactive Voice Response (IVR) System
- Chatbot
- Intelligent Virtual Assistant (IVA)
- Services
By Technology
- Computer Vision
- Automatic Speech Recognition
- Machine Learning
- Natural Language Processing
- Others
By Deployment Type
By End User
- Telecom & IT
- Government
- Healthcare
- Consumer Goods & Retail
- Travel & Hospitality
- BFSI
- Others
By Country
- US
- Canada
- Mexico
- Rest of North America
Companies Profiled
- Cisco Systems, Inc.
- Oracle Corporation
- Google, Inc.
- SAP SE
- Microsoft Corporation
- IBM Corporation
- NICE Ltd.
- Five9, Inc.
- Zendesk, Inc.
- 3CLogic Software, Inc.
Chapter 1. Market Scope & Methodology
1.1 Market Definition
1.2 Objectives
1.3 Market Scope
1.4 Segmentation
1.4.1 North America Contact Center Intelligence Market, by Component
1.4.2 North America Contact Center Intelligence Market, by Technology
1.4.3 North America Contact Center Intelligence Market, by Deployment Type
1.4.4 North America Contact Center Intelligence Market, by End User
1.4.5 North America Contact Center Intelligence Market, by Country
1.5 Methodology for the research
Chapter 2. Market Overview
2.1 Introduction
2.1.1 Overview
2.1.1 Executive Summary
2.1.2 Market Composition and Scenario
2.2 Key Factors Impacting the Market
2.2.1 Market Drivers
2.2.2 Market Restraints
Chapter 3. Competition Analysis - Global
3.1 KBV Cardinal Matrix
3.2 Recent Industry Wide Strategic Developments
3.2.1 Partnerships, Collaborations and Agreements
3.2.2 Product Launches and Product Expansions
3.2.3 Acquisition and Mergers
3.3 Top Winning Strategies
3.3.1 Key Leading Strategies: Percentage Distribution (2016-2020)
3.3.2 Key Strategic Move: (Partnerships, Collaborations, and Agreements : 2016, Sep – 2020, Aug) Leading Players
Chapter 4. North America Contact Center Intelligence Market by Component
4.1 North America Contact Center Intelligence Solution Market by Country
4.2 North America Contact Center Intelligence Market by Solution Type
4.2.1 North America Contact Center Intelligence Intelligent Interactive Voice Response (IVR) System Market by Country
4.2.2 North America Contact Center Intelligence Chatbot Market by Country
4.2.3 North America Contact Center Intelligence Intelligent Virtual Assistant (IVA) Market by Country
4.3 North America Contact Center Intelligence Services Market by Country
Chapter 5. North America Contact Center Intelligence Market by Technology
5.1 North America Computer Vision Contact Center Intelligence Market by Country
5.2 North America Automatic Speech Recognition Contact Center Intelligence Market by Country
5.3 North America Machine Learning Contact Center Intelligence Market by Country
5.4 North America Natural Language Processing Contact Center Intelligence Market by Country
5.5 North America Other Technology Contact Center Intelligence Market by Country
Chapter 6. North America Contact Center Intelligence Market by Deployment Type
6.1 North America On-premise Contact Center Intelligence Market by Country
6.2 North America Hosted Contact Center Intelligence Market by Country
Chapter 7. North America Contact Center Intelligence Market by End Use
7.1 North America Telecom & IT Contact Center Intelligence Market by Country
7.2 North America Government Contact Center Intelligence Market by Country
7.3 North America Healthcare Contact Center Intelligence Market by Country
7.4 North America Consumer Goods & Retail Contact Center Intelligence Market by Country
7.5 North America Travel & Hospitality Contact Center Intelligence Market by Country
7.6 North America BFSI Contact Center Intelligence Market by Country
7.7 North America Others Contact Center Intelligence Market by Country
Chapter 8. North America Contact Center Intelligence Market by Country
8.1 US Contact Center Intelligence Market
8.1.1 US Contact Center Intelligence Market by Component
8.1.1.1 US Contact Center Intelligence Market by Solution Type
8.1.2 US Contact Center Intelligence Market by Technology
8.1.3 US Contact Center Intelligence Market by Deployment Type
8.1.4 US Contact Center Intelligence Market by End Use
8.2 Canada Contact Center Intelligence Market
8.2.1 Canada Contact Center Intelligence Market by Component
8.2.1.1 Canada Contact Center Intelligence Market by Solution Type
8.2.2 Canada Contact Center Intelligence Market by Technology
8.2.3 Canada Contact Center Intelligence Market by Deployment Type
8.2.4 Canada Contact Center Intelligence Market by End Use
8.3 Mexico Contact Center Intelligence Market
8.3.1 Mexico Contact Center Intelligence Market by Component
8.3.1.1 Mexico Contact Center Intelligence Market by Solution Type
8.3.2 Mexico Contact Center Intelligence Market by Technology
8.3.3 Mexico Contact Center Intelligence Market by Deployment Type
8.3.4 Mexico Contact Center Intelligence Market by End Use
8.4 Rest of North America Contact Center Intelligence Market
8.4.1 Rest of North America Contact Center Intelligence Market by Component
8.4.1.1 Rest of North America Contact Center Intelligence Market by Solution Type
8.4.2 Rest of North America Contact Center Intelligence Market by Technology
8.4.3 Rest of North America Contact Center Intelligence Market by Deployment Type
8.4.4 Rest of North America Contact Center Intelligence Market by End Use
Chapter 9. Company Profiles
9.1 Cisco Systems, Inc.
9.1.1 Company Overview
9.1.2 Financial Analysis
9.1.3 Segmental and Regional Analysis
9.1.4 Research & Development Expense
9.1.5 Recent strategies and developments:
9.1.5.1 Partnerships, Collaborations, and Agreements:
9.1.5.2 Acquisition and Mergers:
9.1.5.3 Product Launches and Product Expansions:
9.1.6 SWOT Analysis
9.2 Oracle Corporation
9.2.1 Company Overview
9.2.2 Financial Analysis
9.2.3 Segmental and Regional Analysis
9.2.4 Research & Development Expense
9.2.5 Recent strategies and developments:
9.2.5.1 Product Launches and Product Expansions:
9.2.6 SWOT Analysis
9.3 Google, Inc.
9.3.1 Company Overview
9.3.2 Financial Analysis
9.3.3 Segmental and Regional Analysis
9.3.4 Research & Development Expense
9.3.5 Recent strategies and developments:
9.3.5.1 Partnerships, Collaborations, and Agreements:
9.3.5.2 Product Launches and Product Expansions:
9.3.6 SWOT Analysis
9.4 SAP SE
9.4.1 Company Overview
9.4.2 Financial Analysis
9.4.3 Segmental and Regional Analysis
9.4.4 Research & Development Expense
9.4.5 Recent strategies and developments:
9.4.5.1 Product Launches and Product Expansions:
9.4.6 SWOT Analysis
9.5 Microsoft Corporation
9.5.1 Company Overview
9.5.2 Financial Analysis
9.5.3 Segmental and Regional Analysis
9.5.4 Research & Development Expenses
9.5.5 Recent strategies and developments:
9.5.5.1 Partnerships, Collaborations, and Agreements:
9.5.5.2 Acquisition and Mergers:
9.5.6 SWOT Analysis
9.6 IBM Corporation
9.6.1 Company Overview
9.6.2 Financial Analysis
9.6.3 Regional & Segmental Analysis
9.6.4 Research & Development Expenses
9.6.5 Recent strategies and developments:
9.6.5.1 Partnerships, Collaborations, and Agreements:
9.6.5.2 Product Launches and Product Expansions:
9.6.6 SWOT Analysis
9.7 NICE Ltd.
9.7.1 Company Overview
9.7.2 Financial Analysis
9.7.3 Segmental and Regional Analysis
9.7.4 Research & Development Expenses
9.7.5 Recent strategies and developments:
9.7.5.1 Acquisition and Mergers:
9.7.5.2 Product Launches and Product Expansions:
9.7.6 SWOT Analysis
9.8 Five9, Inc.
9.8.1 Company Overview
9.8.2 Financial Analysis
9.8.3 Regional Analysis
9.8.4 Research & Development Expense
9.8.5 Recent strategies and developments:
9.8.5.1 Partnerships, Collaborations, and Agreements:
9.8.5.2 Product Launches and Product Expansions:
9.8.5.3 Acquisition and Mergers:
9.9 Zendesk, Inc.
9.9.1 Company Overview
9.9.2 Financial Analysis
9.9.3 Regional Analysis
9.9.4 Research & Development Expense
9.9.5 Recent strategies and developments:
9.9.5.1 Partnerships, Collaborations, and Agreements:
9.9.5.2 Product Launches and Product Expansions:
9.10. 3CLogic Software, Inc.
9.10.1 Company Overview
9.10.2 Recent strategies and developments:
9.10.2.1 Partnerships, Collaborations, and Agreements:
9.10.2.2 Product Launches and Product Expansions:
TABLE 1 North America Contact Center Intelligence Market, 2016 - 2019, USD Million
TABLE 2 North America Contact Center Intelligence Market, 2020 - 2026, USD Million
TABLE 3 Partnerships, Collaborations and Agreements– Contact Center Intelligence Market
TABLE 4 Product Launches And Product Expansions– Contact Center Intelligence Market
TABLE 5 Acquisition and Mergers– Contact Center Intelligence Market
TABLE 6 North America Contact Center Intelligence Market by Component, 2016 - 2019, USD Million
TABLE 7 North America Contact Center Intelligence Market by Component, 2020 - 2026, USD Million
TABLE 8 North America Contact Center Intelligence Solution Market by Country, 2016 - 2019, USD Million
TABLE 9 North America Contact Center Intelligence Solution Market by Country, 2020 - 2026, USD Million
TABLE 10 North America Contact Center Intelligence Market by Solution Type, 2016 - 2019, USD Million
TABLE 11 North America Contact Center Intelligence Market by Solution Type, 2020 - 2026, USD Million
TABLE 12 North America Contact Center Intelligence Intelligent Interactive Voice Response (IVR) System Market by Country, 2016 - 2019, USD Million
TABLE 13 North America Contact Center Intelligence Intelligent Interactive Voice Response (IVR) System Market by Country, 2020 - 2026, USD Million
TABLE 14 North America Contact Center Intelligence Chatbot Market by Country, 2016 - 2019, USD Million
TABLE 15 North America Contact Center Intelligence Chatbot Market by Country, 2020 - 2026, USD Million
TABLE 16 North America Contact Center Intelligence Intelligent Virtual Assistant (IVA) Market by Country, 2016 - 2019, USD Million
TABLE 17 North America Contact Center Intelligence Intelligent Virtual Assistant (IVA) Market by Country, 2020 - 2026, USD Million
TABLE 18 North America Contact Center Intelligence Services Market by Country, 2016 - 2019, USD Million
TABLE 19 North America Contact Center Intelligence Services Market by Country, 2020 - 2026, USD Million
TABLE 20 North America Contact Center Intelligence Market by Technology, 2016 - 2019, USD Million
TABLE 21 North America Contact Center Intelligence Market by Technology, 2020 - 2026, USD Million
TABLE 22 North America Computer Vision Contact Center Intelligence Market by Country, 2016 - 2019, USD Million
TABLE 23 North America Computer Vision Contact Center Intelligence Market by Country, 2020 - 2026, USD Million
TABLE 24 North America Automatic Speech Recognition Contact Center Intelligence Market by Country, 2016 - 2019, USD Million
TABLE 25 North America Automatic Speech Recognition Contact Center Intelligence Market by Country, 2020 - 2026, USD Million
TABLE 26 North America Machine Learning Contact Center Intelligence Market by Country, 2016 - 2019, USD Million
TABLE 27 North America Machine Learning Contact Center Intelligence Market by Country, 2020 - 2026, USD Million
TABLE 28 North America Natural Language Processing Contact Center Intelligence Market by Country, 2016 - 2019, USD Million
TABLE 29 North America Natural Language Processing Contact Center Intelligence Market by Country, 2020 - 2026, USD Million
TABLE 30 North America Other Technology Contact Center Intelligence Market by Country, 2016 - 2019, USD Million
TABLE 31 North America Other Technology Contact Center Intelligence Market by Country, 2020 - 2026, USD Million
TABLE 32 North America Contact Center Intelligence Market by Deployment Type, 2016 - 2019, USD Million
TABLE 33 North America Contact Center Intelligence Market by Deployment Type, 2020 - 2026, USD Million
TABLE 34 North America On-premise Contact Center Intelligence Market by Country, 2016 - 2019, USD Million
TABLE 35 North America On-premise Contact Center Intelligence Market by Country, 2020 - 2026, USD Million
TABLE 36 North America Hosted Contact Center Intelligence Market by Country, 2016 - 2019, USD Million
TABLE 37 North America Hosted Contact Center Intelligence Market by Country, 2020 - 2026, USD Million
TABLE 38 North America Contact Center Intelligence Market by End Use, 2016 - 2019, USD Million
TABLE 39 North America Contact Center Intelligence Market by End Use, 2020 - 2026, USD Million
TABLE 40 North America Telecom & IT Contact Center Intelligence Market by Country, 2016 - 2019, USD Million
TABLE 41 North America Telecom & IT Contact Center Intelligence Market by Country, 2020 - 2026, USD Million
TABLE 42 North America Government Contact Center Intelligence Market by Country, 2016 - 2019, USD Million
TABLE 43 North America Government Contact Center Intelligence Market by Country, 2020 - 2026, USD Million
TABLE 44 North America Healthcare Contact Center Intelligence Market by Country, 2016 - 2019, USD Million
TABLE 45 North America Healthcare Contact Center Intelligence Market by Country, 2020 - 2026, USD Million
TABLE 46 North America Consumer Goods & Retail Contact Center Intelligence Market by Country, 2016 - 2019, USD Million
TABLE 47 North America Consumer Goods & Retail Contact Center Intelligence Market by Country, 2020 - 2026, USD Million
TABLE 48 North America Travel & Hospitality Contact Center Intelligence Market by Country, 2016 - 2019, USD Million
TABLE 49 North America Travel & Hospitality Contact Center Intelligence Market by Country, 2020 - 2026, USD Million
TABLE 50 North America BFSI Contact Center Intelligence Market by Country, 2016 - 2019, USD Million
TABLE 51 North America BFSI Contact Center Intelligence Market by Country, 2020 - 2026, USD Million
TABLE 52 North America Others Contact Center Intelligence Market by Country, 2016 - 2019, USD Million
TABLE 53 North America Others Contact Center Intelligence Market by Country, 2020 - 2026, USD Million
TABLE 54 North America Contact Center Intelligence Market by Country, 2016 - 2019, USD Million
TABLE 55 North America Contact Center Intelligence Market by Country, 2020 - 2026, USD Million
TABLE 56 US Contact Center Intelligence Market, 2016 - 2019, USD Million
TABLE 57 US Contact Center Intelligence Market, 2020 - 2026, USD Million
TABLE 58 US Contact Center Intelligence Market by Component, 2016 - 2019, USD Million
TABLE 59 US Contact Center Intelligence Market by Component, 2020 - 2026, USD Million
TABLE 60 US Contact Center Intelligence Market by Solution Type, 2016 - 2019, USD Million
TABLE 61 US Contact Center Intelligence Market by Solution Type, 2020 - 2026, USD Million
TABLE 62 US Contact Center Intelligence Market by Technology, 2016 - 2019, USD Million
TABLE 63 US Contact Center Intelligence Market by Technology, 2020 - 2026, USD Million
TABLE 64 US Contact Center Intelligence Market by Deployment Type, 2016 - 2019, USD Million
TABLE 65 US Contact Center Intelligence Market by Deployment Type, 2020 - 2026, USD Million
TABLE 66 US Contact Center Intelligence Market by End Use, 2016 - 2019, USD Million
TABLE 67 US Contact Center Intelligence Market by End Use, 2020 - 2026, USD Million
TABLE 68 Canada Contact Center Intelligence Market, 2016 - 2019, USD Million
TABLE 69 Canada Contact Center Intelligence Market, 2020 - 2026, USD Million
TABLE 70 Canada Contact Center Intelligence Market by Component, 2016 - 2019, USD Million
TABLE 71 Canada Contact Center Intelligence Market by Component, 2020 - 2026, USD Million
TABLE 72 Canada Contact Center Intelligence Market by Solution Type, 2016 - 2019, USD Million
TABLE 73 Canada Contact Center Intelligence Market by Solution Type, 2020 - 2026, USD Million
TABLE 74 Canada Contact Center Intelligence Market by Technology, 2016 - 2019, USD Million
TABLE 75 Canada Contact Center Intelligence Market by Technology, 2020 - 2026, USD Million
TABLE 76 Canada Contact Center Intelligence Market by Deployment Type, 2016 - 2019, USD Million
TABLE 77 Canada Contact Center Intelligence Market by Deployment Type, 2020 - 2026, USD Million
TABLE 78 Canada Contact Center Intelligence Market by End Use, 2016 - 2019, USD Million
TABLE 79 Canada Contact Center Intelligence Market by End Use, 2020 - 2026, USD Million
TABLE 80 Mexico Contact Center Intelligence Market, 2016 - 2019, USD Million
TABLE 81 Mexico Contact Center Intelligence Market, 2020 - 2026, USD Million
TABLE 82 Mexico Contact Center Intelligence Market by Component, 2016 - 2019, USD Million
TABLE 83 Mexico Contact Center Intelligence Market by Component, 2020 - 2026, USD Million
TABLE 84 Mexico Contact Center Intelligence Market by Solution Type, 2016 - 2019, USD Million
TABLE 85 Mexico Contact Center Intelligence Market by Solution Type, 2020 - 2026, USD Million
TABLE 86 Mexico Contact Center Intelligence Market by Technology, 2016 - 2019, USD Million
TABLE 87 Mexico Contact Center Intelligence Market by Technology, 2020 - 2026, USD Million
TABLE 88 Mexico Contact Center Intelligence Market by Deployment Type, 2016 - 2019, USD Million
TABLE 89 Mexico Contact Center Intelligence Market by Deployment Type, 2020 - 2026, USD Million
TABLE 90 Mexico Contact Center Intelligence Market by End Use, 2016 - 2019, USD Million
TABLE 91 Mexico Contact Center Intelligence Market by End Use, 2020 - 2026, USD Million
TABLE 92 Rest of North America Contact Center Intelligence Market, 2016 - 2019, USD Million
TABLE 93 Rest of North America Contact Center Intelligence Market, 2020 - 2026, USD Million
TABLE 94 Rest of North America Contact Center Intelligence Market by Component, 2016 - 2019, USD Million
TABLE 95 Rest of North America Contact Center Intelligence Market by Component, 2020 - 2026, USD Million
TABLE 96 Rest of North America Contact Center Intelligence Market by Solution Type, 2016 - 2019, USD Million
TABLE 97 Rest of North America Contact Center Intelligence Market by Solution Type, 2020 - 2026, USD Million
TABLE 98 Rest of North America Contact Center Intelligence Market by Technology, 2016 - 2019, USD Million
TABLE 99 Rest of North America Contact Center Intelligence Market by Technology, 2020 - 2026, USD Million
TABLE 100 Rest of North America Contact Center Intelligence Market by Deployment Type, 2016 - 2019, USD Million
TABLE 101 Rest of North America Contact Center Intelligence Market by Deployment Type, 2020 - 2026, USD Million
TABLE 102 Rest of North America Contact Center Intelligence Market by End Use, 2016 - 2019, USD Million
TABLE 103 Rest of North America Contact Center Intelligence Market by End Use, 2020 - 2026, USD Million
TABLE 104 Key Information – Cisco Systems, Inc.
TABLE 105 Key Information – Oracle Corporation
TABLE 106 Key Information – Google, Inc.
TABLE 107 Key Information – SAP SE
TABLE 108 key information – Microsoft Corporation
TABLE 109 Key information – IBM Corporation
TABLE 110 key information – NICE Ltd.
TABLE 111 Key Information – Five9, Inc.
TABLE 112 Key Information – Zendesk, Inc.
TABLE 113 key Information – 3CLogic Software, Inc.
List of Figures
FIG 1 Methodology for the research
FIG 2 KBV Cardinal Matrix
FIG 3 Key Leading Strategies: Percentage Distribution (2016-2020)
FIG 4 Key Strategic Move: (Partnerships, Collaborations, and Agreements : 2016, Sep – 2020, Aug) Leading Players
FIG 5 Recent strategies and developments: Cisco Systems, Inc.
FIG 6 SWOT Analysis: Cisco Systems, Inc.
FIG 7 SWOT analysis: Oracle Corporation
FIG 8 Recent strategies and developments: Google, Inc.
FIG 9 SWOT Analysis: Alphabet Inc. (Google Inc.)
FIG 10 SWOT Analysis: SAP SE
FIG 11 Recent strategies and developments: Microsoft Corporation
FIG 12 SWOT Analysis: Microsoft Corporation
FIG 13 Recent strategies and developments: IBM Corporation
FIG 14 Swot analysis: IBM Corporation
FIG 15 Recent strategies and developments: NICE Ltd.
FIG 16 Swot analysis: NICE ltd.
FIG 17 Recent strategies and developments: Five9, Inc.
FIG 18 Recent strategies and developments: Zendesk, Inc.
FIG 19 Recent strategies and developments: 3CLogic Software, Inc.