Rise in adoption of service analytics tools, services and software to increase client satisfaction and client interaction with enhanced customer experience boost the market growth. Increased industrialization in developed and developing countries are some of the key driving factors for growth of this market. However, lack of infrastructure and lack of awareness with lack of skilled professionals may hinder the growth of the market. Furthermore, increased technological advancement and adoption of cloud in various industries are expected to boost the opportunities for the market. In addition to this, increased government expenditure on infrastructure development with rise in the adoption of service analytics tools to overcome the competitive advantage are some other factors which is expected to grow opportunity in global service analytics market globally.
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Customer is the prime focus for any small, medium or large enterprise and hence customer satisfaction is one of major goal for any organization. With the help of service analytics, organizations would be able to respond actively to the changing business landscape, with improved service delivery, tailored personalized products and able to fulfil customer’s expectations and demand. In addition to this, reduced customer acquisition, reduction in retention cost, customer service optimization across channels and insights driven decision making customer service optimizations are some of the features which is offered with the implementation of service analyst. Thus, due to these benefits, organizations are switching toward service analysis and contributing toward growth of the market.
Impact of COVID-19 on Service Analytics Market:
► The emergence of COVID-19 pandemic has severely affected almost all industries across the globe. Further, lockdown enforcements and restrictions on movements of non-essential goods as well as resources in various countries has disrupted supply chain of electronic components & networking equipment. This, has led to delay in supply of electronic components required in manufacturing of the network equipment.
► Companies have continued to expand cloud services and application development service during the pandemic. Before the pandemic took hold, various organizations were providing manual release of applications to customers.
► New learnings among companies with respect to work-from-home (WFH) and data accessibility during the lockdown period has resulted in increasing enquiries for space and services at data centers and this trend is expected to create opportunities in for the market during the forecast period.
► There is an increase in use of automation and even after situation returns to ‘normal’, the work style will continue to be data center-driven, with demand growth for higher penetration of e-commerce, digital payments, and widespread deployment of Big Data, apart from policy level push for automation.
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Key benefits of the report:
► This study presents the analytical depiction of the service analytics marketalong with the current trends and future estimations to determine the imminent investment pockets.
► The report presents information related to key drivers, restraints, and opportunities along with detailed analysis ofservice analytics market share.
► The current market is quantitatively analyzed to highlight the global service analytics marketgrowth scenario.
Porter’s five forces analysis illustrates the potency of buyers & suppliers in the market.
► The report provides detailedservice analytics market analysis based on competitive intensity and how the competition will take shape in coming years.
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The emergence of technology advancement like internet of things, big data analytics and artificial intelligence is expected to integrate with the service analytics with an aim to offer enhanced customer support by adopting the customer’s behavior when interacting with the customer or clients. In addition to this, artificial intelligence also helps in the predictions of customer’s behavior with the use of historical data in then in accordance with the customer behavior. Thus, available technologies coupled with the rapid advanced capabilities of small and medium enterprises is expected to bring lucent opportunities for the market in the upcoming years.
Key Market Players:
► SAP SE
► SAS
► Microsoft Corporation
► Tableau Software
► Oracle Corporation
► Centina Systems
► Clicksoftware
► ServiceNow
► Microstrategy
► Salesforce, Inc.
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