コンタクトセンター分析市場規模、シェア、動向分析レポート:ソリューション別(パフォーマンス分析、予測分析)、サービス別、展開別(ホスト型、オンプレミス型)、企業規模別、用途別、最終用途別、地域別、およびセグメント別予測、2023年~2030年Contact Center Analytics Market Size, Share & Trends Analysis Report By Solution (Performance Analytics, Predictive Analytics), By Service, By Deployment (Hosted, On-premise), By Enterprise Size, By Application, By End-use, By Region, And Segment Forecasts, 2023 - 2030 コンタクトセンター分析市場の成長と動向 Grand View Research, Inc.の最新レポートによると、世界のコンタクトセンター分析市場規模は、2023年から2030年にかけて年平均成長率19.7%で拡大し、2030年には57億... もっと見る
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サマリーコンタクトセンター分析市場の成長と動向Grand View Research, Inc.の最新レポートによると、世界のコンタクトセンター分析市場規模は、2023年から2030年にかけて年平均成長率19.7%で拡大し、2030年には57億5000万米ドルに達すると予測されている。コンタクトセンター企業の間で、ビジネスパフォーマンスを各レベルで追跡・測定したいというニーズが高まっていることが、市場成長の原動力になると見られている。コンタクトセンター分析によって、企業は諸経費や運用経費を削減することもできる。コンタクトセンターサービスプロバイダーによる資金調達も市場成長を促進すると予測されている。例えば、2021年5月、人工知能(AI)研究主導型のカスタマー・エクスペリエンス企業であるASAPP, Inc.は、1億2,000万米ドルを調達したと発表した。同社はこの資金調達により、ポートフォリオの拡充と市場リーチの拡大を図る。 企業はテクノロジー・ソリューション・プロバイダーとパートナーシップを結び、提供するサービスを強化している。例えば、2021年7月、音声分析プロバイダーのクララブリッジ社は、インテリジェント・クラウド・コンタクトセンターのプロバイダーであるファイブナイン社のISVパートナープログラムに参加したと発表した。この提携により、Five9の顧客はコンタクトセンターの分析と管理を結びつけることができるようになった。COVID-19の流行は2021年の市場成長にプラスの影響を与えた。パンデミックは、顧客ニーズと従業員の勤務構造の変化により、コンタクトセンター全体で自動化とデジタル化のイニシアチブを推進している。コンタクトセンターのエージェントは、ウイルスの蔓延を食い止めるために、パンデミックの影響でリモートワークモデルにシフトしており、これが様々な企業のコンタクトセンター間でコンタクトセンター分析のニーズを生み出している: コンタクトセンター分析市場レポートハイライト - サービス品質、カスタマーエクスペリエンスの向上、営業経費の削減において、これらのソリューションが幅広く利用されているため、2022年には音声分析ソリューション分野が市場を席巻。 - 統合・展開サービス分野は2022年に市場を支配し、予測期間中もその優位性を維持すると予測される。 - ホスティングデプロイメント分野は、予測期間中に最も速いCAGRを記録すると予想される。ホスト型導入により、システムを定期的にアップグレードする必要がなくなる。 - 予測期間中、年平均成長率が最も高いのは中小企業セグメントである。分析ソリューションは、顧客データの追跡やエージェントの生産性向上に役立つため、多くの中小企業で広く採用されている。 - ワークフォース最適化アプリケーション分野は、予測期間中に最も速いCAGRを記録すると予想される。ワークフォース最適化ソリューションは、品質管理やインタラクション分析など、いくつかの分析機能を提供し、コンタクトセンターがワークフォース業務を改善することを可能にします。 - 北米顧客サービス管理協会(NACSMA)は、コンタクトセンター業界における先進技術の利用促進に注力しており、企業がより充実した顧客体験を提供できるよう支援している。これがこの地域の市場成長を促進すると期待されている。 目次Table of ContentsChapter 1. Methodology and Scope 1.1. Market Segmentation & Scope 1.1.1. Solution 1.1.2. Service 1.1.3. Deployment 1.1.4. Enterprise size 1.1.5. Application 1.1.6. End-use 1.1.7. Regional scope 1.1.8. Estimates and forecast timeline 1.2. Research Methodology 1.3. Information Procurement 1.3.1. Purchased database 1.3.2. GVR’s internal database 1.3.3. Secondary sources 1.3.4. Primary research 1.3.5. Details of primary research 1.4. Information or Data Analysis 1.5. Market Formulation & Validation 1.6. Model Details 1.7. List of Secondary Sources 1.8. List of Primary Sources 1.9. Objectives Chapter 2. Executive Summary 2.1. Market Outlook 2.2. Segment Outlook 2.2.1. Solution outlook 2.2.2. Service outlook 2.2.3. Deployment outlook 2.2.4. Enterprise size outlook 2.2.5. Application outlook 2.2.6. End-use outlook 2.2.7. Regional outlook 2.3. Competitive Insights Chapter 3. Contact Center Analytics Market Variables, Trends & Scope 3.1. Market Lineage Outlook 3.2. Industry Value Chain Analysis 3.3. Market Dynamics 3.3.1. Market driver analysis 3.3.2. Market restraint analysis 3.3.3. Market opportunity analysis 3.4. Contact Center Analytics Market Analysis Tools 3.4.1. Industry analysis - Porter’s Five Forces 3.4.1.1. Supplier power 3.4.1.2. Buyer power 3.4.1.3. Substitution threat 3.4.1.4. Threat of new entrant 3.4.1.5. Competitive rivalry 3.4.2. PESTEL analysis 3.4.2.1. Political landscape 3.4.2.2. Technological landscape 3.4.2.3. Economic landscape 3.4.2.4. Social landscape Chapter 4. Contact Center Analytics Market: Solution Estimates & Trend Analysis 4.1. Contact Center Analytics Market: Key Takeaways 4.2. Contact Center Analytics Market: Movement & Market Share Analysis, 2022 & 2030 4.3. Cross-channel Analytics 4.3.1. Cross-channel analytics market estimates and forecasts, 2017 to 2030 (USD Million) 4.4. Performance Analytics 4.4.1. Performance analytics market estimates and forecasts, 2017 to 2030 (USD Million) 4.5. Predictive Analytics 4.5.1. Predictive analytics market estimates and forecasts, 2017 to 2030 (USD Million) 4.6. Speech Analytics 4.6.1. Speech analytics market estimates and forecasts, 2017 to 2030 (USD Million) 4.7. Text Analytics 4.7.1. Text analytics market estimates and forecasts, 2017 to 2030 (USD Million) Chapter 5. Contact Center Analytics Market: Service Estimates & Trend Analysis 5.1. Contact Center Analytics Market: Key Takeaways 5.2. Contact Center Analytics Market: Movement & Market Share Analysis, 2022 & 2030 5.3. Integration & Deployment 5.3.1. Integration & deployment market estimates and forecasts, 2017 to 2030 (USD Million) 5.4. Support & Maintenance 5.4.1. Support & maintenance market estimates and forecasts, 2017 to 2030 (USD Million) 5.5. Training & Consulting 5.5.1. Training & consulting market estimates and forecasts, 2017 to 2030 (USD Million) 5.6. Managed Services 5.6.1. Managed services market estimates and forecasts, 2017 to 2030 (USD Million) Chapter 6. Contact Center Analytics Market: Deployment Estimates & Trend Analysis 6.1. Contact Center Analytics Market: Key Takeaways 6.2. Contact Center Analytics Market: Movement & Market Share Analysis, 2022 & 2030 6.3. Hosted 6.3.1. Hosted market estimates and forecasts, 2017 to 2030 (USD Million) 6.4. On-premise 6.4.1. On-premise market estimates and forecasts, 2017 to 2030 (USD Million) Chapter 7. Contact Center Analytics Market: Enterprise Size Estimates & Trend Analysis 7.1. Contact Center Analytics Market: Key Takeaways 7.2. Contact Center Analytics Market: Movement & Market Share Analysis, 2022 & 2030 7.3. Large Enterprise 7.3.1. Large enterprise market estimates and forecasts, 2017 to 2030 (USD Million) 7.4. Small & Medium Enterprises 7.4.1. Small & medium enterprises market estimates and forecasts, 2017 to 2030 (USD Million) Chapter 8. Contact Center Analytics Market: Application Estimates & Trend Analysis 8.1. Contact Center Analytics Market: Key Takeaways 8.2. Contact Center Analytics Market: Movement & Market Share Analysis, 2022 & 2030 8.3. Automatic Call Distributor 8.3.1. Automatic call distributor market estimates and forecasts, 2017 to 2030 (USD Million) 8.4. Customer experience management 8.4.1. Customer experience management market estimates and forecasts, 2017 to 2030 (USD Million) 8.5. Log Management 8.5.1. Log management market estimates and forecasts, 2017 to 2030 (USD Million) 8.6. Real-time Monitoring & Reporting 8.6.1. Real-time monitoring & reporting market estimates and forecasts, 2017 to 2030 (USD Million) 8.7. Risk & Compliance Management 8.7.1. Risk & compliance management market estimates and forecasts, 2017 to 2030 (USD Million) 8.8. Workforce Optimization 8.8.1. Workforce optimization market estimates and forecasts, 2017 to 2030 (USD Million) 8.9. Others 8.9.1. Others market estimates and forecasts, 2017 to 2030 (USD Million) Chapter 9. Contact Center Analytics Market: End-use Estimates & Trend Analysis 9.1. Contact Center Analytics Market: Key Takeaways 9.2. Contact Center Analytics Market: Movement & Market Share Analysis, 2022 & 2030 9.3. BFSI 9.3.1. BFSI market estimates and forecasts, 2017 to 2030 (USD Million) 9.4. Consumer Goods & Retail 9.4.1. Consumer goods & retail market estimates and forecasts, 2017 to 2030 (USD Million) 9.5. Government 9.5.1. Government market estimates and forecasts, 2017 to 2030 (USD Million) 9.6. Healthcare 9.6.1. Healthcare market estimates and forecasts, 2017 to 2030 (USD Million) 9.7. IT & Telecom 9.7.1. IT & telecom market estimates and forecasts, 2017 to 2030 (USD Million) 9.8. Travel & Hospitality 9.8.1. Travel & hospitality market estimates and forecasts, 2017 to 2030 (USD Million) 9.9. Others 9.9.1. Others market estimates and forecasts, 2017 to 2030 (USD Million) Chapter 10. Contact Center Analytics Market: Regional Estimates & Trend Analysis 10.1. Regional Outlook 10.2. Contact Center Analytics Market by Region: Key Takeaway 10.3. North America 10.3.1. North America Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.3.2. U.S. 10.3.2.1. U.S. Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.3.3. Canada 10.3.3.1. Canada Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.4. Europe 10.4.1. Europe Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.4.2. UK 10.4.2.1. UK Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.4.3. Germany 10.4.3.1. Germany Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.4.4. France 10.4.4.1. France Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.5. Asia Pacific 10.5.1. Asia Pacific Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.5.2. Japan 10.5.2.1. Japan Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.5.3. China 10.5.3.1. China Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.5.4. India 10.5.4.1. India Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.5.5. Australia 10.5.5.1. Australia Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.5.6. South Korea 10.5.6.1. South Korea Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.6. Latin America 10.6.1. Latin America Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.6.2. Brazil 10.6.2.1. Brazil Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.6.3. Mexico 10.6.3.1. Mexico Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.7. MEA 10.7.1. MEA Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.7.2. Saudi Arabia 10.7.2.1. Saudi Arabia Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.7.3. South Africa 10.7.3.1. South Africa Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.7.4. UAE 10.7.4.1. UAE Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) Chapter 11. Competitive Landscape 11.1. Recent Developments & Impact Analysis, By Key Market Participants 11.2. Market Participant Categorization 11.2.1. 8x8, Inc. 11.2.1.1. Company overview 11.2.1.2. Financial performance 11.2.1.3. Product benchmarking 11.2.1.4. Strategic initiatives 11.2.2. CallMiner 11.2.2.1. Company overview 11.2.2.2. Financial performance 11.2.2.3. Product benchmarking 11.2.2.4. Strategic initiatives 11.2.3. Cisco Systems, Inc. 11.2.3.1. Company overview 11.2.3.2. Financial performance 11.2.3.3. Product benchmarking 11.2.3.4. Strategic initiatives 11.2.4. Enghouse Interactive 11.2.4.1. Company overview 11.2.4.2. Financial performance 11.2.4.3. Product benchmarking 11.2.4.4. Strategic initiatives 11.2.5. Five9, Inc. 11.2.5.1. Company overview 11.2.5.2. Financial performance 11.2.5.3. Product benchmarking 11.2.5.4. Strategic initiatives 11.2.6. Genesys 11.2.6.1. Company overview 11.2.6.2. Financial performance 11.2.6.3. Product benchmarking 11.2.6.4. Strategic initiatives 11.2.7. Genpact Ltd. 11.2.7.1. Company overview 11.2.7.2. Financial performance 11.2.7.3. Product benchmarking 11.2.7.4. Strategic initiatives 11.2.8. Mitel Networks Corp. 11.2.8.1. Company overview 11.2.8.2. Financial performance 11.2.8.3. Product benchmarking 11.2.8.4. Strategic initiatives 11.2.9. NICE 11.2.9.1. Company overview 11.2.9.2. Financial performance 11.2.9.3. Product benchmarking 11.2.9.4. Strategic initiatives 11.2.10. Oracle 11.2.10.1. Company overview 11.2.10.2. Financial performance 11.2.10.3. Product benchmarking 11.2.10.4. Strategic initiatives 11.2.11. SAP SE 11.2.11.1. Company overview 11.2.11.2. Financial performance 11.2.11.3. Product benchmarking 11.2.11.4. Strategic initiatives 11.2.12. Verint Systems Inc. 11.2.12.1. Company overview 11.2.12.2. Financial performance 11.2.12.3. Product benchmarking 11.2.12.4. Strategic initiatives
SummaryContact Center Analytics Market Growth & Trends Table of ContentsTable of ContentsChapter 1. Methodology and Scope 1.1. Market Segmentation & Scope 1.1.1. Solution 1.1.2. Service 1.1.3. Deployment 1.1.4. Enterprise size 1.1.5. Application 1.1.6. End-use 1.1.7. Regional scope 1.1.8. Estimates and forecast timeline 1.2. Research Methodology 1.3. Information Procurement 1.3.1. Purchased database 1.3.2. GVR’s internal database 1.3.3. Secondary sources 1.3.4. Primary research 1.3.5. Details of primary research 1.4. Information or Data Analysis 1.5. Market Formulation & Validation 1.6. Model Details 1.7. List of Secondary Sources 1.8. List of Primary Sources 1.9. Objectives Chapter 2. Executive Summary 2.1. Market Outlook 2.2. Segment Outlook 2.2.1. Solution outlook 2.2.2. Service outlook 2.2.3. Deployment outlook 2.2.4. Enterprise size outlook 2.2.5. Application outlook 2.2.6. End-use outlook 2.2.7. Regional outlook 2.3. Competitive Insights Chapter 3. Contact Center Analytics Market Variables, Trends & Scope 3.1. Market Lineage Outlook 3.2. Industry Value Chain Analysis 3.3. Market Dynamics 3.3.1. Market driver analysis 3.3.2. Market restraint analysis 3.3.3. Market opportunity analysis 3.4. Contact Center Analytics Market Analysis Tools 3.4.1. Industry analysis - Porter’s Five Forces 3.4.1.1. Supplier power 3.4.1.2. Buyer power 3.4.1.3. Substitution threat 3.4.1.4. Threat of new entrant 3.4.1.5. Competitive rivalry 3.4.2. PESTEL analysis 3.4.2.1. Political landscape 3.4.2.2. Technological landscape 3.4.2.3. Economic landscape 3.4.2.4. Social landscape Chapter 4. Contact Center Analytics Market: Solution Estimates & Trend Analysis 4.1. Contact Center Analytics Market: Key Takeaways 4.2. Contact Center Analytics Market: Movement & Market Share Analysis, 2022 & 2030 4.3. Cross-channel Analytics 4.3.1. Cross-channel analytics market estimates and forecasts, 2017 to 2030 (USD Million) 4.4. Performance Analytics 4.4.1. Performance analytics market estimates and forecasts, 2017 to 2030 (USD Million) 4.5. Predictive Analytics 4.5.1. Predictive analytics market estimates and forecasts, 2017 to 2030 (USD Million) 4.6. Speech Analytics 4.6.1. Speech analytics market estimates and forecasts, 2017 to 2030 (USD Million) 4.7. Text Analytics 4.7.1. Text analytics market estimates and forecasts, 2017 to 2030 (USD Million) Chapter 5. Contact Center Analytics Market: Service Estimates & Trend Analysis 5.1. Contact Center Analytics Market: Key Takeaways 5.2. Contact Center Analytics Market: Movement & Market Share Analysis, 2022 & 2030 5.3. Integration & Deployment 5.3.1. Integration & deployment market estimates and forecasts, 2017 to 2030 (USD Million) 5.4. Support & Maintenance 5.4.1. Support & maintenance market estimates and forecasts, 2017 to 2030 (USD Million) 5.5. Training & Consulting 5.5.1. Training & consulting market estimates and forecasts, 2017 to 2030 (USD Million) 5.6. Managed Services 5.6.1. Managed services market estimates and forecasts, 2017 to 2030 (USD Million) Chapter 6. Contact Center Analytics Market: Deployment Estimates & Trend Analysis 6.1. Contact Center Analytics Market: Key Takeaways 6.2. Contact Center Analytics Market: Movement & Market Share Analysis, 2022 & 2030 6.3. Hosted 6.3.1. Hosted market estimates and forecasts, 2017 to 2030 (USD Million) 6.4. On-premise 6.4.1. On-premise market estimates and forecasts, 2017 to 2030 (USD Million) Chapter 7. Contact Center Analytics Market: Enterprise Size Estimates & Trend Analysis 7.1. Contact Center Analytics Market: Key Takeaways 7.2. Contact Center Analytics Market: Movement & Market Share Analysis, 2022 & 2030 7.3. Large Enterprise 7.3.1. Large enterprise market estimates and forecasts, 2017 to 2030 (USD Million) 7.4. Small & Medium Enterprises 7.4.1. Small & medium enterprises market estimates and forecasts, 2017 to 2030 (USD Million) Chapter 8. Contact Center Analytics Market: Application Estimates & Trend Analysis 8.1. Contact Center Analytics Market: Key Takeaways 8.2. Contact Center Analytics Market: Movement & Market Share Analysis, 2022 & 2030 8.3. Automatic Call Distributor 8.3.1. Automatic call distributor market estimates and forecasts, 2017 to 2030 (USD Million) 8.4. Customer experience management 8.4.1. Customer experience management market estimates and forecasts, 2017 to 2030 (USD Million) 8.5. Log Management 8.5.1. Log management market estimates and forecasts, 2017 to 2030 (USD Million) 8.6. Real-time Monitoring & Reporting 8.6.1. Real-time monitoring & reporting market estimates and forecasts, 2017 to 2030 (USD Million) 8.7. Risk & Compliance Management 8.7.1. Risk & compliance management market estimates and forecasts, 2017 to 2030 (USD Million) 8.8. Workforce Optimization 8.8.1. Workforce optimization market estimates and forecasts, 2017 to 2030 (USD Million) 8.9. Others 8.9.1. Others market estimates and forecasts, 2017 to 2030 (USD Million) Chapter 9. Contact Center Analytics Market: End-use Estimates & Trend Analysis 9.1. Contact Center Analytics Market: Key Takeaways 9.2. Contact Center Analytics Market: Movement & Market Share Analysis, 2022 & 2030 9.3. BFSI 9.3.1. BFSI market estimates and forecasts, 2017 to 2030 (USD Million) 9.4. Consumer Goods & Retail 9.4.1. Consumer goods & retail market estimates and forecasts, 2017 to 2030 (USD Million) 9.5. Government 9.5.1. Government market estimates and forecasts, 2017 to 2030 (USD Million) 9.6. Healthcare 9.6.1. Healthcare market estimates and forecasts, 2017 to 2030 (USD Million) 9.7. IT & Telecom 9.7.1. IT & telecom market estimates and forecasts, 2017 to 2030 (USD Million) 9.8. Travel & Hospitality 9.8.1. Travel & hospitality market estimates and forecasts, 2017 to 2030 (USD Million) 9.9. Others 9.9.1. Others market estimates and forecasts, 2017 to 2030 (USD Million) Chapter 10. Contact Center Analytics Market: Regional Estimates & Trend Analysis 10.1. Regional Outlook 10.2. Contact Center Analytics Market by Region: Key Takeaway 10.3. North America 10.3.1. North America Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.3.2. U.S. 10.3.2.1. U.S. Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.3.3. Canada 10.3.3.1. Canada Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.4. Europe 10.4.1. Europe Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.4.2. UK 10.4.2.1. UK Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.4.3. Germany 10.4.3.1. Germany Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.4.4. France 10.4.4.1. France Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.5. Asia Pacific 10.5.1. Asia Pacific Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.5.2. Japan 10.5.2.1. Japan Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.5.3. China 10.5.3.1. China Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.5.4. India 10.5.4.1. India Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.5.5. Australia 10.5.5.1. Australia Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.5.6. South Korea 10.5.6.1. South Korea Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.6. Latin America 10.6.1. Latin America Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.6.2. Brazil 10.6.2.1. Brazil Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.6.3. Mexico 10.6.3.1. Mexico Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.7. MEA 10.7.1. MEA Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.7.2. Saudi Arabia 10.7.2.1. Saudi Arabia Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.7.3. South Africa 10.7.3.1. South Africa Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) 10.7.4. UAE 10.7.4.1. UAE Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million) Chapter 11. Competitive Landscape 11.1. Recent Developments & Impact Analysis, By Key Market Participants 11.2. Market Participant Categorization 11.2.1. 8x8, Inc. 11.2.1.1. Company overview 11.2.1.2. Financial performance 11.2.1.3. Product benchmarking 11.2.1.4. Strategic initiatives 11.2.2. CallMiner 11.2.2.1. Company overview 11.2.2.2. Financial performance 11.2.2.3. Product benchmarking 11.2.2.4. Strategic initiatives 11.2.3. Cisco Systems, Inc. 11.2.3.1. Company overview 11.2.3.2. Financial performance 11.2.3.3. Product benchmarking 11.2.3.4. Strategic initiatives 11.2.4. Enghouse Interactive 11.2.4.1. Company overview 11.2.4.2. Financial performance 11.2.4.3. Product benchmarking 11.2.4.4. Strategic initiatives 11.2.5. Five9, Inc. 11.2.5.1. Company overview 11.2.5.2. Financial performance 11.2.5.3. Product benchmarking 11.2.5.4. Strategic initiatives 11.2.6. Genesys 11.2.6.1. Company overview 11.2.6.2. Financial performance 11.2.6.3. Product benchmarking 11.2.6.4. Strategic initiatives 11.2.7. Genpact Ltd. 11.2.7.1. Company overview 11.2.7.2. Financial performance 11.2.7.3. Product benchmarking 11.2.7.4. Strategic initiatives 11.2.8. Mitel Networks Corp. 11.2.8.1. Company overview 11.2.8.2. Financial performance 11.2.8.3. Product benchmarking 11.2.8.4. Strategic initiatives 11.2.9. NICE 11.2.9.1. Company overview 11.2.9.2. Financial performance 11.2.9.3. Product benchmarking 11.2.9.4. Strategic initiatives 11.2.10. Oracle 11.2.10.1. Company overview 11.2.10.2. Financial performance 11.2.10.3. Product benchmarking 11.2.10.4. Strategic initiatives 11.2.11. SAP SE 11.2.11.1. Company overview 11.2.11.2. Financial performance 11.2.11.3. Product benchmarking 11.2.11.4. Strategic initiatives 11.2.12. Verint Systems Inc. 11.2.12.1. Company overview 11.2.12.2. Financial performance 11.2.12.3. Product benchmarking 11.2.12.4. Strategic initiatives
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