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サービス解析市場:ビジネス用途毎(顧客サービス解析、フィールドサービス解析、ITサービス解析)、ソリューション・サービス毎、採用モード毎、企業規模毎、産業毎、地域毎 - 2023年までの世界市場予測

Service Analytics Market by Business Application (Customer Service Analytics, Field Service Analytics, and IT Service Analytics), Component (Solution and Services), Deployment Model, Organization Size, Industry, and Region - Global Forecast to 2023

 

出版社 出版年月電子版価格 ページ数図表数
MarketsandMarkets
マーケッツアンドマーケッツ
2018年9月US$5,650
シングルユーザライセンス
150 116

サマリー

幅広い市場に関する調査レポートを出版しているマーケッツアンドマーケッツ(MarketsandMarkets)のサービス解析市場に関する調査レポートです。

The increase in need to improve the client and customer interaction, along with the rise in the necessity to become more data-driven are the major driving factors expected to boost the growth of the service analytics market.

The global service analytics market is expected to grow from USD 546.4 million in 2018 to USD 1,056.1 million by 2023, at a Compound Annual Growth Rate (CAGR) of 14.1% during the forecast period. Factors, such as the need for better client and customer interaction to maintain customer satisfaction coupled with the competitive pressure to become more data-driven are driving the growth of the service analytics market. Industrial big data is leading to the explosion of data, which is difficult to manage, as it is collected from multiple systems, devices, and applications. Hence, it has become necessary for engineering industries to replace their outdated software solutions with the advanced service analytics solutions. The poor data management along with the incomplete and inconsistent data, which carries threats to business are some factors that are challenging the growth of the service analytics market.

The customer service analytics segment is estimated to account for the largest market size in the service analytics market in 2018.

The customer service analytics segment is expected to dominate the overall service analytics market in terms of share during the forecast period, as to maintain the highest level of customer satisfaction to reduce risks and improve the efficiency across different industries. Particularly the upstream retail and eCommerce, BFSI, healthcare, and other industries are investing in the service analytics solution to utilize the data generated through the service systems to improve the overall service delivery.

APAC is projected to show the highest growth rate during the forecast period

The service analytics market growth in Asia Pacific (APAC) is gaining momentum and expected to show the highest growth rate in the coming years. Vendors worldwide have been extending the provision of their services in the region, also the rising venture funding strategies and R&D investments as an effort to provide advanced service analytics solution. In addition, major economies in APAC, such as China, India, Australia, and New Zealand, are investing into technologies to innovate the traditional business processes and enhance the performance. The region is witnessing an increase in the adoption of service analytics solution to enhance performance across the banking industry, and all other major industries.

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 the key people.

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

- By Company: Tier 1: 15%, Tier 2: 32%, and Tier 3: 53%
- By Designation: C-level: 38%, Director level: 30%, and Others: 32%
- By Region: North America: 38%, Europe: 32%, APAC: 20%, and RoW: 10%

The following key vendors are profiled in the report:

1. Oracle (US)
2. Salesforce (US)
3. ServiceNow (US)
4. SAP (Germany)
5. SAS (US)
6. Tableau (US)
7. Microsoft (US)
8. ClickSoftware (US)
9. Centina Systems (US)
10. Paskon (US)
11. Numerify (US)
12. Field Squared (US)
13. Helpshift (US)
14. Aureus Analytics (Singapore)
15. NetEnrich (US)
16. BlueFletch (US)
17. mobi corp (US)
18. DataHero (US)
19. AgileCRM (US)
20. Sisense (US)
21. MicroStrategy (US)

Research Coverage

The report segments the service analytics market based on components that covers solution and services, and by business application that includes field service analytics, customer service analytics, and IT service analytics. Based on organization size, the market has been bifurcated into large enterprises and Small and Medium-sized Enterprises (SMEs). Deployment model comprises on-premises and cloud. On the basis of industry verticals, the market is categorized into BFSI, retail and eCommerce, healthcare, Telecommunications, manufacturing, energy and utilities, government and defense, and others comprising education, automotive, media and entertainment, and travel and hospitality. Regions have been segmented into North America, Europe, APAC, Middle East and Africa (MEA), and Latin America.

Reasons to buy the report

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

1. This report segments the service analytics market comprehensively and provides the closest approximations of the revenue numbers for the overall market and subsegments across different end-users and regions.
2. The report helps stakeholders understand the pulse of the market and provides them with the information on the key market drivers, restraints, challenges, and opportunities.
3. This report would help stakeholders better understand competitors and gain more insights to enhance their position in the business. The competitive landscape section includes new product launches/developments; partnerships and collaborations; mergers and acquisitions; and expansions.



目次

1 INTRODUCTION 17
1.1 OBJECTIVES OF THE STUDY 17
1.2 MARKET DEFINITION 17
1.3 MARKET SCOPE 18
1.4 YEARS CONSIDERED FOR THE STUDY 18
1.5 CURRENCY 19
1.6 STAKEHOLDERS 19

2 RESEARCH METHODOLOGY 20
2.1 RESEARCH DATA 20
2.1.1 SECONDARY DATA 21
2.1.2 PRIMARY DATA 21
2.1.2.1 Breakdown of primaries 22
2.1.2.2 Key industry insights 22
2.2 MARKET SIZE ESTIMATION 24
2.3 RESEARCH ASSUMPTIONS 26
2.4 LIMITATIONS 26

3 EXECUTIVE SUMMARY 27

4 PREMIUM INSIGHTS 31
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE SERVICE ANALYTICS MARKET 31
4.2 SERVICE ANALYTICS MARKET: MARKET SHARE ACROSS REGIONS 31
4.3 SERVICE ANALYTICS MARKET: TOP 4 INDUSTRIES AND REGIONS 32
5 MARKET OVERVIEW AND INDUSTRY TRENDS 33
5.1 MARKET OVERVIEW 33
5.2 MARKET DYNAMICS 33
5.2.1 DRIVERS 34
5.2.1.1 Need for better client and customer interaction 34
5.2.1.2 Competitive pressure to become more data-driven 34
5.2.2 RESTRAINTS 34
5.2.2.1 Outdated IT infrastructure 34
5.2.2.2 Lack of awareness of service analytics 34
5.2.3 OPPORTUNITIES 35
5.2.3.1 Emergence of AI-powered customer services 35
5.2.3.2 High adoption of analytics among SMEs 35
5.2.4 CHALLENGES 35
5.2.4.1 Complex and ineffective data management 35
5.3 INDUSTRY TRENDS 36
5.3.1 SERVICE ANALYTICS MARKET: REGULATIONS 36
5.3.1.1 General Data Protection Regulation 36
5.3.1.2 Consumer Protection Act 36
5.3.2 SERVICE ANALYTICS MARKET: USE CASES 36
5.3.2.1 Use Case 1: Service excellence success story for
Johnson & Johnson Surgical Vision 36
5.3.2.2 Use Case 2: To consistently optimize business processes of
Flyerline, by Coresystems 37
5.3.2.3 Use Case 3: Initiative to focus on five-star services experience
by a global appliance manufacturer 37

6 SERVICE ANALYTICS MARKET, BY BUSINESS APPLICATION 38
6.1 INTRODUCTION 39
6.2 CUSTOMER SERVICE ANALYTICS 40
6.3 FIELD SERVICE ANALYTICS 41
6.4 IT SERVICE ANALYTICS 42

7 SERVICE ANALYTICS MARKET, BY COMPONENT 43
7.1 INTRODUCTION 44
7.2 SOLUTION 45
7.3 SERVICES 46
7.3.1 MANAGED SERVICES 47
7.3.2 PROFESSIONAL SERVICES 48
7.3.2.1 Support and maintenance 49
7.3.2.2 Consulting 50

8 SERVICE ANALYTICS MARKET, BY DEPLOYMENT MODEL 51
8.1 INTRODUCTION 52
8.2 ON-PREMISES 53
8.3 CLOUD 54

9 SERVICE ANALYTICS MARKET, BY ORGANIZATION SIZE 55
9.1 INTRODUCTION 56
9.2 LARGE ENTERPRISES 57
9.3 SMALL AND MEDIUM-SIZED ENTERPRISES 58

10 SERVICE ANALYTICS MARKET, BY INDUSTRY 59
10.1 INTRODUCTION 60
10.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 61
10.3 RETAIL AND ECOMMERCE 62
10.4 HEALTHCARE 63
10.5 GOVERNMENT AND DEFENSE 64
10.6 TELECOMMUNICATIONS 65
10.7 MANUFACTURING 66
10.8 ENERGY AND UTILITIES 67
10.9 OTHERS 68

11 SERVICE ANALYTICS MARKET, BY REGION 69
11.1 INTRODUCTION 70
11.2 NORTH AMERICA 71
11.2.1 BY COUNTRY 72
11.2.1.1 United States 72
11.2.1.2 Canada 72
11.2.2 BY COMPONENT 73
11.2.3 BY SERVICE 74
11.2.4 BY PROFESSIONAL SERVICE 74
11.2.5 BY BUSINESS APPLICATION 74
11.2.6 BY DEPLOYMENT MODEL 75
11.2.7 BY ORGANIZATION SIZE 75
11.2.8 BY INDUSTRY 76
11.3 EUROPE 76
11.3.1 BY COUNTRY 77
11.3.1.1 United Kingdom 77
11.3.1.2 Germany 77
11.3.1.3 France 77
11.3.1.4 Rest of Europe 77
11.3.2 BY COMPONENT 78
11.3.3 BY SERVICE 78
11.3.4 BY PROFESSIONAL SERVICE 78
11.3.5 BY BUSINESS APPLICATION 79
11.3.6 BY DEPLOYMENT MODEL 79
11.3.7 BY ORGANIZATION SIZE 79
11.3.8 BY INDUSTRY 80
11.4 ASIA PACIFIC 80
11.4.1 BY COUNTRY 81
11.4.1.1 China 81
11.4.1.2 Singapore 81
11.4.1.3 South Korea 81
11.4.1.4 Rest of Asia Pacific 81
11.4.2 BY COMPONENT 82
11.4.3 BY SERVICE 83
11.4.4 BY PROFESSIONAL SERVICE 83
11.4.5 BY BUSINESS APPLICATION 83
11.4.6 BY DEPLOYMENT MODEL 84
11.4.7 BY ORGANIZATION SIZE 84
11.4.8 BY INDUSTRY 85
11.5 LATIN AMERICA 85
11.5.1 BY COUNTRY 86
11.5.1.1 Mexico 86
11.5.1.2 Brazil 86
11.5.1.3 Rest of Latin America 86
11.5.2 BY COMPONENT 87
11.5.3 BY SERVICE 87
11.5.4 BY PROFESSIONAL SERVICE 87
11.5.5 BY BUSINESS APPLICATION 88
11.5.6 BY DEPLOYMENT MODEL 88
11.5.7 BY ORGANIZATION SIZE 88
11.5.8 BY INDUSTRY 89
11.6 MIDDLE EAST AND AFRICA 89
11.6.1 BY SUB-REGION 90
11.6.1.1 Middle East 90
11.6.1.2 Africa 90
11.6.2 BY COMPONENT 90
11.6.3 BY SERVICE 91
11.6.4 BY PROFESSIONAL SERVICE 91
11.6.5 BY BUSINESS APPLICATION 91
11.6.6 BY DEPLOYMENT MODEL 92
11.6.7 BY ORGANIZATION SIZE 92
11.6.8 BY INDUSTRY 93

12 COMPETITIVE LANDSCAPE 94
12.1 OVERVIEW 94
12.2 COMPETITIVE SCENARIO 95
12.2.1 NEW PRODUCT LAUNCHES AND PRODUCT UPGRADATIONS 95
12.2.2 PARTNERSHIPS AND COLLABORATIONS 96
12.2.3 ACQUISITIONS 97
12.2.4 BUSINESS EXPANSIONS 98
12.3 SERVICE ANALYTICS MARKET: PROMINENT PLAYERS 98

13 COMPANY PROFILES 100
(Business Overview, Solutions and Services Offered, Recent Developments, SWOT Analysis, and MNM View)*
13.1 MICROSOFT 100
13.2 ORACLE 104
13.3 SALESFORCE 107
13.4 SAP 110
13.5 SERVICENOW 113
13.6 SAS INSTITUTE 116
13.7 TABLEAU SOFTWARE 119
13.8 MICROSTRATEGY 123
13.9 CLICKSOFTWARE 126
13.10 CENTINA SYSTEMS 128
13.11 PASKON 129
13.12 NUMERIFY 130
13.13 FIELD SQUARED 132
13.14 HELPSHIFT 133
13.15 ICHARTS 134
13.16 BLUEFLETCH 135
13.17 MOBI 136
13.18 DATAHERO 137
13.19 AGILE CRM 138
13.20 SISENSE 139
13.21 AUREUS ANALYTICS 140
*Details on Business Overview, Solutions and Services Offered, Recent Developments, SWOT Analysis, and MNM View might not be captured in case of unlisted companies.

14 APPENDIX 141
14.1 KEY INSIGHTS OF INDUSTRY EXPERTS 141
14.2 DISCUSSION GUIDE 142
14.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 146
14.4 AVAILABLE CUSTOMIZATION 148
14.5 RELATED REPORTS 148
14.6 AUTHOR DETAILS 149
-

LIST OF TABLES

TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2015-2017 19
TABLE 2 SERVICE ANALYTICS MARKET SIZE, BY BUSINESS APPLICATION,
2016-2023 (USD MILLION) 39
TABLE 3 CUSTOMER SERVICE ANALYTICS: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION) 40
TABLE 4 FIELD SERVICE ANALYTICS: SERVICE ANALYTICS MARKET SIZE, BY REGION,
2016-2023 (USD MILLION) 41
TABLE 5 IT SERVICE ANALYTICS: SERVICE ANALYTICS MARKET SIZE, BY REGION,
2016-2023 (USD MILLION) 42
TABLE 6 SERVICE ANALYTICS MARKET SIZE, BY COMPONENT, 2016-2023 (USD MILLION) 44
TABLE 7 SOLUTION: SERVICE ANALYTICS MARKET SIZE, BY REGION,
2016-2023 (USD MILLION) 45
TABLE 8 SERVICES: SERVICE ANALYTICS MARKET SIZE, BY TYPE,
2016-2023 (USD MILLION) 46
TABLE 9 SERVICES: SERVICE ANALYTICS MARKET SIZE, BY REGION,
2016-2023 (USD MILLION) 47
TABLE 10 MANAGED SERVICES: SERVICE ANALYTICS MARKET SIZE, BY REGION,
2016-2023 (USD MILLION) 47
TABLE 11 PROFESSIONAL SERVICES: SERVICE ANALYTICS MARKET SIZE, BY TYPE,
2016-2023 (USD MILLION) 48
TABLE 12 PROFESSIONAL SERVICES: SERVICE ANALYTICS MARKET SIZE, BY REGION,
2016-2023 (USD MILLION) 49
TABLE 13 SUPPORT AND MAINTENANCE MARKET SIZE, BY REGION,
2016-2023 (USD MILLION) 49
TABLE 14 CONSULTING MARKET SIZE, BY REGION, 2016-2023 (USD MILLION) 50
TABLE 15 SERVICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL,
2016-2023 (USD MILLION) 52
TABLE 16 ON-PREMISES: SERVICE ANALYTICS MARKET SIZE, BY REGION,
2016-2023 (USD MILLION) 53
TABLE 17 CLOUD: SERVICE ANALYTICS MARKET SIZE, BY REGION,
2016-2023 (USD MILLION) 54
TABLE 18 SERVICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2016-2023 (USD MILLION) 56
TABLE 19 LARGE ENTERPRISES: SERVICE ANALYTICS MARKET SIZE, BY REGION,
2016-2023 (USD MILLION) 57
TABLE 20 SMALL AND MEDIUM-SIZED ENTERPRISES: SERVICE ANALYTICS MARKET SIZE,
BY REGION, 2016-2023 (USD MILLION) 58
TABLE 21 SERVICE ANALYTICS MARKET SIZE, BY INDUSTRY, 2016-2023 (USD MILLION) 61
TABLE 22 BANKING, FINANCIAL SERVICES, AND INSURANCE: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION) 61
TABLE 23 RETAIL AND ECOMMERCE: SERVICE ANALYTICS MARKET SIZE, BY REGION,
2016-2023 (USD MILLION) 62
TABLE 24 HEALTHCARE: SERVICE ANALYTICS MARKET SIZE, BY REGION,
2016-2023 (USD MILLION) 63
TABLE 25 GOVERNMENT AND DEFENSE: SERVICE ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION) 64
TABLE 26 TELECOMMUNICATIONS: SERVICE ANALYTICS MARKET SIZE, BY REGION,
2016-2023 (USD MILLION) 65
TABLE 27 MANUFACTURING: SERVICE ANALYTICS MARKET SIZE, BY REGION,
2016-2023 (USD MILLION) 66
TABLE 28 ENERGY AND UTILITIES: SERVICE ANALYTICS MARKET SIZE, BY REGION,
2016-2023 (USD MILLION) 67
TABLE 29 OTHERS: SERVICE ANALYTICS MARKET SIZE, BY REGION,
2016-2023 (USD MILLION) 68
TABLE 30 SERVICE ANALYTICS MARKET, BY REGION, 2016-2023 (USD MILLION) 70
TABLE 31 NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY COUNTRY,
2016-2023 (USD MILLION) 71
TABLE 32 NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY COMPONENT,
2016-2023 (USD MILLION) 73
TABLE 33 NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY SERVICE,
2016-2023 (USD MILLION) 74
TABLE 34 NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016-2023 (USD MILLION) 74
TABLE 35 NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY BUSINESS APPLICATION, 2016-2023 (USD MILLION) 74
TABLE 36 NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2023 (USD MILLION) 75
TABLE 37 NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION) 75
TABLE 38 NORTH AMERICA: SERVICE ANALYTICS MARKET SIZE, BY INDUSTRY,
2016-2023 (USD MILLION) 76
TABLE 39 EUROPE: SERVICE ANALYTICS MARKET SIZE, BY COUNTRY,
2016-2023 (USD MILLION) 77
TABLE 40 EUROPE: SERVICE ANALYTICS MARKET SIZE, BY COMPONENT,
2016-2023 (USD MILLION) 78
TABLE 41 EUROPE: SERVICE ANALYTICS MARKET SIZE, BY SERVICE,
2016-2023 (USD MILLION) 78
TABLE 42 EUROPE: SERVICE ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE,
2016-2023 (USD MILLION) 78
TABLE 43 EUROPE: SERVICE ANALYTICS MARKET SIZE, BY BUSINESS APPLICATION,
2016-2023 (USD MILLION) 79
TABLE 44 EUROPE: SERVICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL,
2016-2023 (USD MILLION) 79
TABLE 45 EUROPE: SERVICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2016-2023 (USD MILLION) 79
TABLE 46 EUROPE: SERVICE ANALYTICS MARKET SIZE, BY INDUSTRY,
2016-2023 (USD MILLION) 80
TABLE 47 ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY COUNTRY,
2016-2023 (USD MILLION) 81
TABLE 48 ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY COMPONENT,
2016-2023 (USD MILLION) 82
TABLE 49 ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY SERVICE,
2016-2023 (USD MILLION) 83
TABLE 50 ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016-2023 (USD MILLION) 83
TABLE 51 ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY BUSINESS APPLICATION, 2016-2023 (USD MILLION) 83
TABLE 52 ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL,
2016-2023 (USD MILLION) 84
TABLE 53 ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2016-2023 (USD MILLION) 84
TABLE 54 ASIA PACIFIC: SERVICE ANALYTICS MARKET SIZE, BY INDUSTRY,
2016-2023 (USD MILLION) 85
TABLE 55 LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY COUNTRY,
2016-2023 (USD MILLION) 86
TABLE 56 LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY COMPONENT,
2016-2023 (USD MILLION) 87
TABLE 57 LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY SERVICE,
2016-2023 (USD MILLION) 87
TABLE 58 LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016-2023 (USD MILLION) 87
TABLE 59 LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY BUSINESS APPLICATION, 2016-2023 (USD MILLION) 88
TABLE 60 LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2023 (USD MILLION) 88
TABLE 61 LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION) 88
TABLE 62 LATIN AMERICA: SERVICE ANALYTICS MARKET SIZE, BY INDUSTRY,
2016-2023 (USD MILLION) 89
TABLE 63 MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY SUB-REGION, 2016-2023 (USD MILLION) 90
TABLE 64 MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY COMPONENT, 2016-2023 (USD MILLION) 90
TABLE 65 MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY SERVICE, 2016-2023 (USD MILLION) 91
TABLE 66 MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2016-2023 (USD MILLION) 91
TABLE 67 MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY BUSINESS APPLICATION, 2016-2023 (USD MILLION) 91
TABLE 68 MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2023 (USD MILLION) 92
TABLE 69 MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION) 92
TABLE 70 MIDDLE EAST AND AFRICA: SERVICE ANALYTICS MARKET SIZE, BY INDUSTRY, 2016-2023 (USD MILLION) 93
TABLE 71 NEW PRODUCT LAUNCHES AND PRODUCT UPGRADATIONS, 2017-2018 95
TABLE 72 PARTNERSHIPS AND COLLABORATIONS, 2017 96
TABLE 73 ACQUISITIONS, 2015-2018 97
TABLE 74 BUSINESS EXPANSIONS, 2015-2018 98
TABLE 75 KEY PLAYERS IN THE SERVICE ANALYTICS MARKET 99
 

LIST OF FIGURES

FIGURE 1 SERVICE ANALYTICS MARKET: MARKET SEGMENTATION 18
FIGURE 2 SERVICE ANALYTICS MARKET: RESEARCH DESIGN 20
FIGURE 3 BREAKDOWN OF PRIMARY INTERVIEWS: BY COMPANY, DESIGNATION,
AND REGION 22
FIGURE 4 DATA TRIANGULATION 23
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH 24
FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH 25
FIGURE 7 SERVICE ANALYTICS MARKET: ASSUMPTIONS 26
FIGURE 8 SERVICE ANALYTICS MARKET IS EXPECTED TO WITNESS HIGH GROWTH DURING THE FORECAST PERIOD 28
FIGURE 9 SERVICE ANALYTICS MARKET, BY COMPONENT (2018 VS. 2023) 28
FIGURE 10 SERVICE ANALYTICS MARKET, BY BUSINESS APPLICATION (2018-2023) 29
FIGURE 11 SERVICE ANALYTICS MARKET, BY DEPLOYMENT MODEL (2018-2023) 29
FIGURE 12 SERVICE ANALYTICS MARKET, BY ORGANIZATION SIZE (2018-2023) 30
FIGURE 13 SERVICE ANALYTICS MARKET, BY INDUSTRY (2018 VS. 2023) 30
FIGURE 14 INCREASING NEED AMONG ORGANIZATIONS TO INTERACT WITH CUSTOMERS TO UNDERSTAND THEIR DEMANDS IS EXPECTED TO BE THE MAJOR FACTOR CONTRIBUTING TO THE GROWTH OF THE SERVICE ANALYTICS MARKET 31
FIGURE 15 NORTH AMERICA IS ESTIMATED TO HAVE THE LARGEST MARKET SHARE IN 2018 31
FIGURE 16 BANKING, FINANCIAL SERVICES, AND INSURANCE INDUSTRY AND NORTH AMERICA ARE ESTIMATED TO HAVE THE LARGEST MARKET SHARES IN 2018 32
FIGURE 17 SERVICE ANALYTICS MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES,
AND CHALLENGES 33
FIGURE 18 CUSTOMER SERVICE ANALYTICS SEGMENT IS EXPECTED TO ACCOUNT FOR
THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD 39
FIGURE 19 SOLUTION SEGMENT IS EXPECTED TO ACCOUNT FOR THE LARGER MARKET SIZE DURING THE FORECAST PERIOD 44
FIGURE 20 PROFESSIONAL SERVICES SEGMENT IS EXPECTED TO ACCOUNT FOR THE LARGER MARKET SIZE DURING THE FORECAST PERIOD 46
FIGURE 21 CONSULTING SEGMENT IS EXPECTED TO ACCOUNT FOR THE LARGER MARKET SIZE BY 2023 48
FIGURE 22 CLOUD SEGMENT IS EXPECTED TO ACCOUNT FOR THE LARGER MARKET SIZE DURING THE FORECAST PERIOD 52
FIGURE 23 LARGE ENTERPRISES SEGMENT IS EXPECTED TO ACCOUNT FOR THE LARGER MARKET SIZE DURING THE FORECAST PERIOD 56
FIGURE 24 RETAIL AND ECOMMERCE INDUSTRY IS EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE BY 2023 60
FIGURE 25 ASIA PACIFIC IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 70
FIGURE 26 NORTH AMERICA: MARKET SNAPSHOT 73
FIGURE 27 ASIA PACIFIC: MARKET SNAPSHOT 82
FIGURE 28 KEY DEVELOPMENTS BY THE LEADING PLAYERS IN THE SERVICE ANALYTICS MARKET, 2015-2018 94
FIGURE 29 MICROSOFT: COMPANY SNAPSHOT 100
FIGURE 30 MICROSOFT: SWOT ANALYSIS 102
FIGURE 31 ORACLE: COMPANY SNAPSHOT 104
FIGURE 32 ORACLE: SWOT ANALYSIS 105
FIGURE 33 SALESFORCE: COMPANY SNAPSHOT 107
FIGURE 34 SALESFORCE: SWOT ANALYSIS 109
FIGURE 35 SAP: COMPANY SNAPSHOT 110
FIGURE 36 SAP: SWOT ANALYSIS 112
FIGURE 37 SERVICENOW: COMPANY SNAPSHOT 113
FIGURE 38 SERVICENOW: SWOT ANALYSIS 115
FIGURE 39 SAS INSTITUTE: COMPANY SNAPSHOT 116
FIGURE 40 TABLEAU SOFTWARE: COMPANY SNAPSHOT 119
FIGURE 41 MICROSTRATEGY: COMPANY SNAPSHOT 123

 

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プレスリリース

[プレスリリース原文]

Service Analytics Market worth $1,056.1 million by 2023


September 26, 2018

The report "Service Analytics Market by Business Application (Customer Service Analytics, Field Service Analytics, and IT Service Analytics), Component (Solution and Services), Deployment Model, Organization Size, Industry, and Region - Global Forecast to 2023", The service analytics market size is expected to grow from USD 546.4 million in 2018 to USD 1,056.1 million by 2023, at a Compound Annual Growth Rate (CAGR) of 14.1% during the forecast period. The key factors driving the service analytics market include the increasing need to improve client and customer interaction for customer satisfaction through performance improvement.

The retail and eCommerce industry is expected to account for the largest market share during the forecast period

Among industries, the retail and eCommerce industry is expected to continue to account for the largest market share during the forecast period. The major factors driving the retail and eCommerce industry is the increasing eCommerce industry and rising retail stores going digital, which has led to the generation of huge services and customer data for performance improvement. The need to understand the customer behavior for delivering customized services is supporting the adoption across this industry.

The cloud segment is expected to grow at a higher CAGR during the forecast period

The cloud segment is expected to account for a higher growth rate, as compared to the on-premises segment, due to the advancements in cloud technologies. Moreover, cloud-based solutions provide agility and flexibility in use. The cloud deployment model is witnessing an increasing demand, due to its cost-effectiveness and easy availability. Moreover, these solutions require less physical setup, incur low maintenance costs, and provide 24/7 accessibility even from the remote location.

APAC is expected to account for the third largest market share while expanding at the highest CAGR

In terms of market share, APAC is expected to continue its dominance during the forecast period. Service analytics being new in the market, the providers have already invested in R&D to innovate in the service analytics solution and services. Hence, these solution and services providers in the region are expected to consolidate a majority of revenues in the market. Moreover, the region is expected to grow at the highest CAGR during the forecast period. The growing technology expenditures in countries, such as Australia, China, and India, and the demand for cost-effective data management software and services among the Small and Medium-sized Enterprises (SMEs) are expected to drive the market growth during the forecast period.

Vendors providing service analytics software and services include Oracle (US), Salesforce (US), ServiceNow (US), SAP (Germany), SAS (US), Tableau (US), Microsoft (US), ClickSoftware (US), Centina Systems (US), Paskon (US), Numerify (US), Field Squared (US), Helpshift (US), Aureus Analytics (Singapore), NetEnrich (US), BlueFletch (US), mobi corp (US), DataHero (US), Agile CRM (US), Sisense (US), and MicroStrategy (US).

 

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