Contact Center Analytics Market, By Component, By Deployment, By Vertical, By Geography

Description

Global contact center analytics market is estimated to be valued at US$ 2.10 Bn in 2024 and is expected to reach US$ 5.96 Bn by 2031, exhibiting a compound annual growth rate (CAGR) of 16.1% from 2024 to 2031.

Figure 1. Contact Center Analytics Market Share (%), By Region, 2024

Contact center analytics provides insights to optimize customer experiences across communication channels such as phone calls, chat, emails and social media interactions. Rising need among enterprises to gain real-time visibility into omnichannel customer conversations and improve customer satisfaction can boost demand for contact center analytics solutions over the forecast period.

Market Dynamics:

Global contact center analytics market growth is driven by rising demand for personalized customer experiences. Contact centers are under increasing pressure to enhance customer satisfaction levels and improve agent performance. Contact center analytics helps address these needs by gaining insights from past conversations to optimize future interactions. However, data privacy concerns and lack of awareness about new technologies could hamper the adoption of these solutions. Developing AI-powered predictive analytics tools and offering analytics capabilities for multi-lingual conversations can offer market growth opportunities. Emerging technologies such as predictive analytics and machine learning are also expected to boost demand.

Key Features of the Study:

This report provides in-depth analysis of the global contact center analytics market, and provides market size (US$ Bn) and compound annual growth rate (CAGR%) for the forecast period (2024-2031), considering 2023 as the base year
It elucidates potential revenue opportunities across different segments and explains attractive investment proposition matrices for this market
This study also provides key insights about market drivers, restraints, opportunities, new product launches or approval, market trends, regional outlook, and competitive strategies adopted by key players
It profiles key players in the global contact center analytics market based on the following parameters - company highlights, products portfolio, key highlights, financial performance, and strategies
Key companies covered as a part of this study include 8x8, Inc., CallMiner, Cisco Systems, Inc., EdgeVerve Limited, Enghouse Interactive, Five9, Inc., Genesys., Genpact Ltd., Metrocall, Mitel Networks Corp., NICE, Oracle, SAP SE, Servion Global Solutions, Verint Systems Inc.
Insights from this report would allow marketers and the management authorities of the companies to make informed decisions regarding their future product launches, type up-gradation, market expansion, and marketing tactics
Global contact center analytics market report caters to various stakeholders in this industry including investors, suppliers, product manufacturers, distributors, new entrants, and financial analysts
Stakeholders would have ease in decision-making through various strategy matrices used in analyzing the global contact center analytics market

Detailed Segmentation-

By Component
- Software
- Service
By Deployment
- Cloud
- On-Premise
By Vertical
- BFSI
- Healthcare and Life Sciences
- Manufacturing
- Retail and Consumer Goods
- Energy and Utilities
- Telecom and IT
- Travel and Hospitality
- Government and Defense
- Others
By Regional
- North America
- Europe
- Asia Pacific
- Latin America
- Middle East
- Africa
Key Players Insights
- 8x8, Inc.
- CallMiner
- Cisco Systems, Inc.
- EdgeVerve Limited
- Enghouse Interactive
- Five9, Inc.
- Genesys.
- Genpact Ltd.
- Metrocall
- Mitel Networks Corp.
- NICE
- Oracle
- SAP SE
- Servion Global Solutions
- Verint Systems Inc.

Product Code: CMI7066

1. Research Objectives and Assumptions

Research Objectives
Assumptions
Abbreviations

2. Market Purview

Report Description
- Market Definition and Scope
Executive Summary
- Market Snippet, By Component
- Market Snippet, By Deployment
- Market Snippet, By Vertical
- Market Snippet, By Region
Coherent Opportunity Map (COM)

3. Market Dynamics, Regulations, and Trends Analysis

Market Dynamics
- Drivers
- Restraints
PEST Analysis
PORTER's Five Forces Analysis
Market Opportunities
Regulatory Scenario
Industry Trend
Mergers and Acquisitions

4. Global Contact Center Analytics Market - Impact of Coronavirus (COVID-19) Pandemic

Overview
Factors Affecting the Global Contact Center Analytics Market
Impact Analysis

5. Global Contact Center Analytics Market, By Component, 2019-2031, (US$ Bn)

Introduction
- Market Share Analysis, 2024, 2027 and 2031 (%)
- Y-o-Y Growth Analysis, 2019 - 2031
- Segment Trends
Software
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
Service
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends

6. Global Contact Center Analytics Market, By Deployment, 2019-2031, (US$ Bn)

Introduction
- Market Share Analysis, 2024, 2027 and 2031 (%)
- Y-o-Y Growth Analysis, 2019 - 2031
- Segment Trends
Cloud
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
On-Premise
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends

7. Global Contact Center Analytics Market, By Vertical, 2019-2031, (US$ Bn)

Introduction
- Market Share Analysis, 2024, 2027 and 2031 (%)
- Y-o-Y Growth Analysis, 2019 - 2031
- Segment Trends
BFSI
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
Healthcare and Life Sciences
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
Manufacturing
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
Retail and Consumer Goods
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
Energy and Utilities
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
Telecom and IT
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
Travel and Hospitality
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
Government and Defense
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends
Others
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2019 - 2031, (US$ Bn)
- Segment Trends

8. Global Contact Center Analytics Market, By Region, 2019-2031, (US$ Bn)

Introduction
- Market Share Analysis, By Region, 2024, 2027 and 2031 (%)
- Y-o-Y Growth Analysis, For Region, 2019-2031
North America
- Introduction
- Market Size and Forecast, By Component, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Deployment, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Vertical, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Country, 2019 - 2031, (US$ Bn)
  - U.S.
  - Canada
Latin America
- Introduction
- Market Size and Forecast, By Component, 2019 - 2031, (US$ Bn))
- Market Size and Forecast, By Deployment, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Vertical, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Country, 2019 - 2031, (US$ Bn)
  - Brazil
  - Argentina
  - Mexico
  - Rest of Latin America
Europe
- Introduction
- Market Size and Forecast, By Component, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Deployment, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Vertical, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Country, 2019 - 2031, (US$ Bn)
  - U.K.
  - Germany
  - Italy
  - France
  - Spain
  - Russia
  - Rest of Europe
Asia Pacific
- Introduction
- Market Size and Forecast, By Component, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Deployment, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Vertical, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Country, 2019 - 2031, (US$ Bn)
  - China
  - India
  - Japan
  - ASEAN
  - Australia
  - South Korea
  - Rest of Asia Pacific
Middle East & Africa
- Introduction
- Market Size and Forecast, By Component, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Deployment, 2019 - 2031 (US$ Bn)
- Market Size and Forecast, By Vertical, 2019 - 2031, (US$ Bn)
- Market Size and Forecast, By Country, 2019 - 2031, (US$ Bn)
  - GCC Countries
  - Israel
  - Rest of Middle East & Africa

9. Competitive Landscape

Market Share Analysis
Company Profiles
- 8x8, Inc.
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- CallMiner
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Cisco Systems, Inc.
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- EdgeVerve Limited
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Enghouse Interactive
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Five9, Inc.
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Genesys.
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Genpact Ltd.
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Metrocall
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Mitel Networks Corp.
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- NICE
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Oracle
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- SAP SE
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Servion Global Solutions
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates
- Verint Systems Inc.
  - Company Overview
  - Product Portfolio
  - Recent Developments/Updates

10. Analyst Recommendations

Wheel of Fortune
Analyst View
Coherent Opportunity Map

11. References and Research Methodology

References
Research Methodology
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