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Report
Global Contact Center Analytics Market Report and Forecast 2024-2032
Market Report I 2024-06-20 I 187 Pages I EMR Inc.
Global Contact Center Analytics Market Report and Forecast 2024-2032
Market outlook
According to the report by Expert Market Research (EMR), the contact center analytics market size reached a value of USD 1.82 billion in 2023. Aided by the increasing demand for advanced customer service solutions and the growing applications of analytics in various sectors, the market is projected to further grow at a CAGR of 19.6% between 2024 and 2032 to reach a value of USD 9.11 billion by 2032.
Contact center analytics involves the use of various analytical tools and techniques to monitor, measure, and optimise the performance of contact centers. These analytics provide valuable insights into customer interactions, agent performance, and overall contact center operations, enabling organisations to enhance customer service, improve operational efficiency, and make data-driven decisions.
The increasing consumer preference for personalised and efficient customer service is driving the contact center analytics market growth. With the growing awareness of the importance of customer experience, there has been a significant shift towards using advanced analytics to understand customer needs and preferences, leading to a surge in demand. Additionally, the rising trend of digital transformation and the adoption of cloud-based solutions have further contributed to the increasing popularity of contact center analytics, as they offer scalable and flexible solutions for managing customer interactions.
The expanding applications of contact center analytics in various sectors also play a significant role in propelling the market. In the retail sector, contact center analytics are used to enhance customer service, optimise sales strategies, and improve customer retention. In the financial services sector, these analytics help in monitoring compliance, managing risk, and enhancing customer satisfaction. Moreover, the healthcare sector utilises contact center analytics to streamline patient interactions, improve service delivery, and ensure regulatory compliance.
Further, the growing focus on artificial intelligence (AI) and machine learning (ML) has led to the development of advanced contact center analytics solutions that offer predictive insights and automation capabilities. These innovations have significantly improved the effectiveness and efficiency of contact center operations, making them more appealing to organizations. This trend is expected to boost the contact center analytics market expansion in the coming years, consequently driving up the contact center analytics market share.
The use of contact center analytics enables organisations to make data-driven decisions based on accurate and real-time insights. These analytics help in identifying trends, predicting customer behaviour, and assessing the effectiveness of various strategies. This data-driven approach enhances decision-making processes and supports the achievement of business goals. The rising trend of digital transformation and the adoption of cloud-based solutions are driving the demand for contact center analytics. Cloud-based analytics solutions offer scalability, flexibility, and cost-effectiveness, making them an attractive option for organisations. The shift towards digitalisation and cloud adoption supports the growth of the market.
As per the contact center analytics market analysis, software includes analytics software solutions that provide insights into customer interactions, agent performance, and contact center operations. The demand for analytics software is driven by the need for advanced analytical capabilities and real-time insights.
Services includes consulting, implementation, and support services that help organisations integrate and utilise contact center analytics solutions effectively. The demand for analytics services is driven by the need for expert guidance and ongoing support.
Market Segmentation
The market can be divided based on product, deployment model, organisation size, application, end use, and region
Market Breakup by Product
- Software
o Cross-channel Analytics
o Performance Analytics
o Predictive Analytics
o Speech Analytics
o Text Analytics
- Services
o Professional Services
o Managed Services
Market Breakup by Deployment Model
- On-Premises
- Cloud Based
Market Breakup by Organisation Size
- Large Enterprises
- Small Medium-Sized Enterprises
Market Breakup by Application
- Automatic Call Distributor
- Log Management
- Risk and Compliance Management
- Real-time Monitoring and Reporting
- Workforce Optimisation
- Customer Experience Management
- Others
Market Breakup by End Use
- Healthcare
- BFSI
- Retail and Consumer Goods
- IT and Telecom
- Energy and Utilities
- Government and Defence
- Travel and Hospitality
- Others
Market Breakup by Region
- North America
- Europe
- Asia Pacific
- Middle East and Africa
- Europe
Competitive landscape
The EMR report looks into the market shares, plant turnarounds, capacities, investments, and mergers and acquisitions, among other major developments, of the leading companies operating in global contact center analytics market. some of the major players explored in the report by expert market research are as follows:
- Cisco Systems, Inc.
- Oracle Corporation
- 8X8 Inc.
- NICE Ltd.
- Genesys Cloud Services, Inc.
- CallMiner, Inc.
- Five9, Inc.
- Enghouse System Limited
- Verint Systems Inc.
- Mitel Networks Corp.
- Others
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*We at Expert Market Research always strive to provide you with the latest information. The numbers in the article are only indicative and may be different from the actual report.
1 Preface
2 Report Coverage - Key Segmentation and Scope
3 Report Description
3.1 Market Definition and Outlook
3.2 Properties and Applications
3.3 Market Analysis
3.4 Key Players
4 Key Assumptions
5 Executive Summary
5.1 Overview
5.2 Key Drivers
5.3 Key Developments
5.4 Competitive Structure
5.5 Key Industrial Trends
6 Market Snapshot
6.1 Global
6.2 Regional
7 Opportunities and Challenges in the Market
8 Global Contact Center Analytics Market Analysis
8.1 Key Industry Highlights
8.2 Global Contact Center Analytics Historical Market (2018-2023)
8.3 Global Contact Center Analytics Market Forecast (2024-2032)
8.4 Global Contact Center Analytics Market by Product
8.4.1 Software
8.4.1.1 Historical Trend (2018-2023)
8.4.1.2 Forecast Trend (2024-2032)
8.4.1.3 Breakup by Type
8.4.1.3.1 Cross-channel Analytics
8.4.1.3.2 Performance Analytics
8.4.1.3.3 Predictive Analytics
8.4.1.3.4 Speech Analytics
8.4.1.3.5 Text Analytics
8.4.2 Services
8.4.2.1 Historical Trend (2018-2023)
8.4.2.2 Forecast Trend (2024-2032)
8.4.2.3 Breakup by Type
8.4.2.3.1 Professional Services
8.4.2.3.2 Managed Services
8.5 Global Contact Center Analytics Market by Deployment Model
8.5.1 On-Premises
8.5.1.1 Historical Trend (2018-2023)
8.5.1.2 Forecast Trend (2024-2032)
8.5.2 Cloud Based
8.5.2.1 Historical Trend (2018-2023)
8.5.2.2 Forecast Trend (2024-2032)
8.6 Global Contact Center Analytics Market by Organisation Size
8.6.1 Large Enterprises
8.6.1.1 Historical Trend (2018-2023)
8.6.1.2 Forecast Trend (2024-2032)
8.6.2 Small Medium-Sized Enterprises
8.6.2.1 Historical Trend (2018-2023)
8.6.2.2 Forecast Trend (2024-2032)
8.7 Global Contact Center Analytics Market by Application
8.7.1 Automatic Call Distributor
8.7.1.1 Historical Trend (2018-2023)
8.7.1.2 Forecast Trend (2024-2032)
8.7.2 Log Management
8.7.2.1 Historical Trend (2018-2023)
8.7.2.2 Forecast Trend (2024-2032)
8.7.3 Risk and Compliance Management
8.7.3.1 Historical Trend (2018-2023)
8.7.3.2 Forecast Trend (2024-2032)
8.7.4 Real-time Monitoring and Reporting
8.7.4.1 Historical Trend (2018-2023)
8.7.4.2 Forecast Trend (2024-2032)
8.7.5 Workforce Optimisation
8.7.5.1 Historical Trend (2018-2023)
8.7.5.2 Forecast Trend (2024-2032)
8.7.6 Customer Experience Management
8.7.6.1 Historical Trend (2018-2023)
8.7.6.2 Forecast Trend (2024-2032)
8.7.7 Others
8.8 Global Contact Center Analytics Market by End Use
8.8.1 Healthcare
8.8.1.1 Historical Trend (2018-2023)
8.8.1.2 Forecast Trend (2024-2032)
8.8.2 BFSI
8.8.2.1 Historical Trend (2018-2023)
8.8.2.2 Forecast Trend (2024-2032)
8.8.3 Retail and Consumer Goods
8.8.3.1 Historical Trend (2018-2023)
8.8.3.2 Forecast Trend (2024-2032)
8.8.4 IT and Telecom
8.8.4.1 Historical Trend (2018-2023)
8.8.4.2 Forecast Trend (2024-2032)
8.8.5 Energy and Utilities
8.8.5.1 Historical Trend (2018-2023)
8.8.5.2 Forecast Trend (2024-2032)
8.8.6 Government and Defence
8.8.6.1 Historical Trend (2018-2023)
8.8.6.2 Forecast Trend (2024-2032)
8.8.7 Travel and Hospitality
8.8.7.1 Historical Trend (2018-2023)
8.8.7.2 Forecast Trend (2024-2032)
8.8.8 Others
8.9 Global Contact Center Analytics Market by Region
8.9.1 North America
8.9.1.1 Historical Trend (2018-2023)
8.9.1.2 Forecast Trend (2024-2032)
8.9.2 Europe
8.9.2.1 Historical Trend (2018-2023)
8.9.2.2 Forecast Trend (2024-2032)
8.9.3 Asia Pacific
8.9.3.1 Historical Trend (2018-2023)
8.9.3.2 Forecast Trend (2024-2032)
8.9.4 Latin America
8.9.4.1 Historical Trend (2018-2023)
8.9.4.2 Forecast Trend (2024-2032)
8.9.5 Middle East and Africa
8.9.5.1 Historical Trend (2018-2023)
8.9.5.2 Forecast Trend (2024-2032)
9 North America Contact Center Analytics Market Analysis
9.1 United States of America
9.1.1 Historical Trend (2018-2023)
9.1.2 Forecast Trend (2024-2032)
9.2 Canada
9.2.1 Historical Trend (2018-2023)
9.2.2 Forecast Trend (2024-2032)
10 Europe Contact Center Analytics Market Analysis
10.1 United Kingdom
10.1.1 Historical Trend (2018-2023)
10.1.2 Forecast Trend (2024-2032)
10.2 Germany
10.2.1 Historical Trend (2018-2023)
10.2.2 Forecast Trend (2024-2032)
10.3 France
10.3.1 Historical Trend (2018-2023)
10.3.2 Forecast Trend (2024-2032)
10.4 Italy
10.4.1 Historical Trend (2018-2023)
10.4.2 Forecast Trend (2024-2032)
10.5 Others
11 Asia Pacific Contact Center Analytics Market Analysis
11.1 China
11.1.1 Historical Trend (2018-2023)
11.1.2 Forecast Trend (2024-2032)
11.2 Japan
11.2.1 Historical Trend (2018-2023)
11.2.2 Forecast Trend (2024-2032)
11.3 India
11.3.1 Historical Trend (2018-2023)
11.3.2 Forecast Trend (2024-2032)
11.4 ASEAN
11.4.1 Historical Trend (2018-2023)
11.4.2 Forecast Trend (2024-2032)
11.5 Australia
11.5.1 Historical Trend (2018-2023)
11.5.2 Forecast Trend (2024-2032)
11.6 Others
12 Latin America Contact Center Analytics Market Analysis
12.1 Brazil
12.1.1 Historical Trend (2018-2023)
12.1.2 Forecast Trend (2024-2032)
12.2 Argentina
12.2.1 Historical Trend (2018-2023)
12.2.2 Forecast Trend (2024-2032)
12.3 Mexico
12.3.1 Historical Trend (2018-2023)
12.3.2 Forecast Trend (2024-2032)
12.4 Others
13 Middle East and Africa Contact Center Analytics Market Analysis
13.1 Saudi Arabia
13.1.1 Historical Trend (2018-2023)
13.1.2 Forecast Trend (2024-2032)
13.2 United Arab Emirates
13.2.1 Historical Trend (2018-2023)
13.2.2 Forecast Trend (2024-2032)
13.3 Nigeria
13.3.1 Historical Trend (2018-2023)
13.3.2 Forecast Trend (2024-2032)
13.4 South Africa
13.4.1 Historical Trend (2018-2023)
13.4.2 Forecast Trend (2024-2032)
13.5 Others
14 Market Dynamics
14.1 SWOT Analysis
14.1.1 Strengths
14.1.2 Weaknesses
14.1.3 Opportunities
14.1.4 Threats
14.2 Porter's Five Forces Analysis
14.2.1 Supplier's Power
14.2.2 Buyer's Power
14.2.3 Threat of New Entrants
14.2.4 Degree of Rivalry
14.2.5 Threat of Substitutes
14.3 Key Indicators for Demand
14.4 Key Indicators for Price
15 Competitive Landscape
15.1 Market Structure
15.2 Company Profiles
15.2.1 Cisco Systems, Inc.
15.2.1.1 Company Overview
15.2.1.2 Product Portfolio
15.2.1.3 Demographic Reach and Achievements
15.2.1.4 Certifications
15.2.2 Oracle Corporation
15.2.2.1 Company Overview
15.2.2.2 Product Portfolio
15.2.2.3 Demographic Reach and Achievements
15.2.2.4 Certifications
15.2.3 8X8 Inc.
15.2.3.1 Company Overview
15.2.3.2 Product Portfolio
15.2.3.3 Demographic Reach and Achievements
15.2.3.4 Certifications
15.2.4 NICE Ltd.
15.2.4.1 Company Overview
15.2.4.2 Product Portfolio
15.2.4.3 Demographic Reach and Achievements
15.2.4.4 Certifications
15.2.5 Genesys Cloud Services, Inc.
15.2.5.1 Company Overview
15.2.5.2 Product Portfolio
15.2.5.3 Demographic Reach and Achievements
15.2.5.4 Certifications
15.2.6 CallMiner, Inc.
15.2.6.1 Company Overview
15.2.6.2 Product Portfolio
15.2.6.3 Demographic Reach and Achievements
15.2.6.4 Certifications
15.2.7 Five9, Inc.
15.2.7.1 Company Overview
15.2.7.2 Product Portfolio
15.2.7.3 Demographic Reach and Achievements
15.2.7.4 Certifications
15.2.8 Enghouse System Limited
15.2.8.1 Company Overview
15.2.8.2 Product Portfolio
15.2.8.3 Demographic Reach and Achievements
15.2.8.4 Certifications
15.2.9 Verint Systems Inc.
15.2.9.1 Company Overview
15.2.9.2 Product Portfolio
15.2.9.3 Demographic Reach and Achievements
15.2.9.4 Certifications
15.2.10 Mitel Networks Corp.
15.2.10.1 Company Overview
15.2.10.2 Product Portfolio
15.2.10.3 Demographic Reach and Achievements
15.2.10.4 Certifications
15.2.11 Others
16 Key Trends and Developments in the Market
List of Key Figures and Tables
1. Global Contact Center Analytics Market: Key Industry Highlights, 2018 and 2032
2. Global Contact Center Analytics Historical Market: Breakup by Product (USD Billion), 2018-2023
3. Global Contact Center Analytics Market Forecast: Breakup by Product (USD Billion), 2024-2032
4. Global Contact Center Analytics Historical Market: Breakup by Deployment Model (USD Billion), 2018-2023
5. Global Contact Center Analytics Market Forecast: Breakup by Deployment Model (USD Billion), 2024-2032
6. Global Contact Center Analytics Historical Market: Breakup by Organisation Size (USD Billion), 2018-2023
7. Global Contact Center Analytics Market Forecast: Breakup by Organisation Size (USD Billion), 2024-2032
8. Global Contact Center Analytics Historical Market: Breakup by Application (USD Billion), 2018-2023
9. Global Contact Center Analytics Market Forecast: Breakup by Application (USD Billion), 2024-2032
10. Global Contact Center Analytics Historical Market: Breakup by End Use (USD Billion), 2018-2023
11. Global Contact Center Analytics Market Forecast: Breakup by End Use (USD Billion), 2024-2032
12. Global Contact Center Analytics Historical Market: Breakup by Region (USD Billion), 2018-2023
13. Global Contact Center Analytics Market Forecast: Breakup by Region (USD Billion), 2024-2032
14. North America Contact Center Analytics Historical Market: Breakup by Country (USD Billion), 2018-2023
15. North America Contact Center Analytics Market Forecast: Breakup by Country (USD Billion), 2024-2032
16. Europe Contact Center Analytics Historical Market: Breakup by Country (USD Billion), 2018-2023
17. Europe Contact Center Analytics Market Forecast: Breakup by Country (USD Billion), 2024-2032
18. Asia Pacific Contact Center Analytics Historical Market: Breakup by Country (USD Billion), 2018-2023
19. Asia Pacific Contact Center Analytics Market Forecast: Breakup by Country (USD Billion), 2024-2032
20. Latin America Contact Center Analytics Historical Market: Breakup by Country (USD Billion), 2018-2023
21. Latin America Contact Center Analytics Market Forecast: Breakup by Country (USD Billion), 2024-2032
22. Middle East and Africa Contact Center Analytics Historical Market: Breakup by Country (USD Billion), 2018-2023
23. Middle East and Africa Contact Center Analytics Market Forecast: Breakup by Country (USD Billion), 2024-2032
24. Global Contact Center Analytics Market Structure
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