Global Contact Center Analytics Market Research Report - Industry Analysis, Size, Share, Growth, Trends and Forecast 2023 to 2030

Description

List of Tables

The global demand for Contact Center Analytics Market is presumed to reach the market size of nearly USD 20.98 BN by 2030 from USD 4.44 BN in 2022 with a CAGR of 21.42% under the study period 2023 - 2030.

Contact center analytics is a process of collecting important data and information about all types of customer interactions, such as calls, chats, social media, SMSs, etc. Through this process, companies can know about various customers' complaints, their likes and dislikes about the services, and several other information. This information is necessary for both large and small contact centers to work on their performance. Companies use contact center's help to communicate with customers through their digital channels like live chat, emails, social media, etc. It can be called an expansion of call center analytics. It is a combination of tools that a company utilizes to work on the efficiency and productivity of the contact center to offer the best services to the customers.

MARKET DYNAMICS:

The contact center analytics market is expected to grow at a favorable rate. The benefits offered by contact center analytics include improved service efficiency, monitoring employees' performance metrics, call times to work, and growing customer satisfaction creates demand for this service. The popularity of social media platforms is another reason for growth. By analyzing customer feedback on social media sites, contact center analytics help organizations the real-time tracking of the social media content. These factors help businesses to improve their operations and gain a competitive advantage in the market. The contact center solutions powered by artificial intelligence will likely create new market opportunities. Telecommunication companies worldwide focus on first contact resolution and improving call deflection or call diversion to offer better customer service. These are additional factors driving the demand for contact center analytics in the forecast period.

The research report covers Porter's Five Forces Model, Market Attractiveness Analysis, and Value Chain analysis. These tools help to get a clear picture of the industry's structure and evaluate the competition attractiveness at a global level. Additionally, these tools also give an inclusive assessment of each segment in the global market of contact center analytics. The growth and trends of contact center analytics industry provide a holistic approach to this study.

MARKET SEGMENTATION:

This section of the contact center analytics market report provides detailed data on the segments at country and regional level, thereby assisting the strategist in identifying the target demographics for the respective product or services with the upcoming opportunities.

By Solution

Cross-Channel Analytics
Performance Analytics
Predictive Analytics
Speech Analytics
Text Analytics

By Service

Integration & Deployment
Support & Maintenance
Training & Consulting
Managed Services

By Deployment

Hosted
On-Premise

By Enterprise

Large Enterprises
Small & Medium Enterprises

By Application

Automatic Call Distributor
Customer Experience Management
Log Management
Real-Time Monitoring & Reporting
Risk & Compliance Management
Workforce Optimization
Others

By End Use

BFSI
Consumer Goods & Retail
Government
Healthcare
IT & Telecom
Travel & Hospitality
Others

REGIONAL ANALYSIS:

This section covers the regional outlook, which accentuates current and future demand for the Contact Center Analytics market across North America, Europe, Asia-Pacific, Latin America, and Middle East & Africa. Further, the report focuses on demand, estimation, and forecast for individual application segments across all the prominent regions.

The research report also covers the comprehensive profiles of the key players in the market and an in-depth view of the competitive landscape worldwide. The major players in the contact center analytics market include 8X8 Inc., CallMiner, Cisco Systems Inc., Enghouse Interactive, Five9 Inc., Genesys, Genpact Ltd., Mitel Networks Corp., Nice Ltd., Oracle Corp., SAP SE, Verint Systems Inc. This section consists of a holistic view of the competitive landscape that includes various strategic developments such as key mergers & acquisitions, future capacities, partnerships, financial overviews, collaborations, new product developments, new product launches, and other developments.

In case you have any custom requirements, do write to us. Our research team can offer a customized report as per your need.

Product Code: VMR11219081

1 . PREFACE

1.1. Report Description
- 1.1.1. Objective
- 1.1.2. Target Audience
- 1.1.3. Unique Selling Proposition (USP) & offerings
1.2. Research Scope
1.3. Research Methodology
- 1.3.1. Market Research Process
- 1.3.2. Market Research Methodology

2 . EXECUTIVE SUMMARY

2.1. Highlights of Market
2.2. Global Market Snapshot

3 . CONTACT CENTER ANALYTICS - INDUSTRY ANALYSIS

3.1. Introduction - Market Dynamics
3.2. Market Drivers
3.3. Market Restraints
3.4. Opportunities
3.5. Industry Trends
3.6. Porter's Five Force Analysis
3.7. Market Attractiveness Analysis
- 3.7.1 Market Attractiveness Analysis By Solution
- 3.7.2 Market Attractiveness Analysis By Service
- 3.7.3 Market Attractiveness Analysis By Deployment
- 3.7.4 Market Attractiveness Analysis By Enterprise
- 3.7.5 Market Attractiveness Analysis By Application
- 3.7.6 Market Attractiveness Analysis By End Use
- 3.7.7 Market Attractiveness Analysis By Region

4 . VALUE CHAIN ANALYSIS

4.1. Value Chain Analysis
4.2. Raw Material Analysis
- 4.2.1. List of Raw Materials
- 4.2.2. Raw Material Manufactures List
- 4.2.3. Price Trend of Key Raw Materials
4.3. List of Potential Buyers
4.4. Marketing Channel
- 4.4.1. Direct Marketing
- 4.4.2. Indirect Marketing
- 4.4.3. Marketing Channel Development Trend

5 . IMPACT ANALYSIS OF COVID-19 OUTBREAK

6 . GLOBAL CONTACT CENTER ANALYTICS MARKET ANALYSIS BY SOLUTION

6.1 Overview by Solution
6.2 Historical and Forecast Data
6.3 Analysis by Solution
6.4 Cross-channel Analytics Historic and Forecast Sales by Regions
6.5 Performance Analytics Historic and Forecast Sales by Regions
6.6 Predictive Analytics Historic and Forecast Sales by Regions
6.7 Speech Analytics Historic and Forecast Sales by Regions
6.8 Text Analytics Historic and Forecast Sales by Regions

7 . GLOBAL CONTACT CENTER ANALYTICS MARKET ANALYSIS BY SERVICE

7.1 Overview by Service
7.2 Historical and Forecast Data
7.3 Analysis by Service
7.4 Integration & Deployment Historic and Forecast Sales by Regions
7.5 Support & Maintenance Historic and Forecast Sales by Regions
7.6 Training & Consulting Historic and Forecast Sales by Regions
7.7 Managed Services Historic and Forecast Sales by Regions

8 . GLOBAL CONTACT CENTER ANALYTICS MARKET ANALYSIS BY DEPLOYMENT

8.1 Overview by Deployment
8.2 Historical and Forecast Data
8.3 Analysis by Deployment
8.4 Hosted Historic and Forecast Sales by Regions
8.5 On-premise Historic and Forecast Sales by Regions

9 . GLOBAL CONTACT CENTER ANALYTICS MARKET ANALYSIS BY ENTERPRISE

9.1 Overview by Enterprise
9.2 Historical and Forecast Data
9.3 Analysis by Enterprise
9.4 Large Enterprises Historic and Forecast Sales by Regions
9.5 Small & Medium Enterprises Historic and Forecast Sales by Regions

10 . GLOBAL CONTACT CENTER ANALYTICS MARKET ANALYSIS BY APPLICATION

10.1 Overview by Application
10.2 Historical and Forecast Data
10.3 Analysis by Application
10.4 Automatic Call Distributor Historic and Forecast Sales by Regions
10.5 Customer Experience Management Historic and Forecast Sales by Regions
10.6 Log Management Historic and Forecast Sales by Regions
10.7 Real-time Monitoring & Reporting Historic and Forecast Sales by Regions
10.8 Risk & Compliance Management Historic and Forecast Sales by Regions
10.9 Workforce Optimization Historic and Forecast Sales by Regions
10.10. Others Historic and Forecast Sales by Regions

11 . GLOBAL CONTACT CENTER ANALYTICS MARKET ANALYSIS BY END USE

11.1 Overview by End Use
11.2 Historical and Forecast Data
11.3 Analysis by End Use
11.4 BFSI Historic and Forecast Sales by Regions
11.5 Consumer Goods & Retail Historic and Forecast Sales by Regions
11.6 Government Historic and Forecast Sales by Regions
11.7 Healthcare Historic and Forecast Sales by Regions
11.8 IT & Telecom Historic and Forecast Sales by Regions
11.9 Travel & Hospitality Historic and Forecast Sales by Regions
11.1 Others Historic and Forecast Sales by Regions

12 . GLOBAL CONTACT CENTER ANALYTICS MARKET SALES ANALYSIS BY GEOGRAPHY

12.1. Regional Outlook
12.2. Introduction
12.3. North America Sales Analysis
- 12.3.1. Overview, Historic and Forecast Sales Analysis
- 12.3.2. North America By Segment Sales Analysis
- 12.3.3. North America By Country Sales Analysis
- 12.3.4. United State Sales Analysis
- 12.3.5. Canada Sales Analysis
- 12.3.6. Mexico Sales Analysis
12.4. Europe Sales Analysis
- 12.4.1. Overview, Historic and Forecast Sales Analysis
- 12.4.2. Europe by Segment Sales Analysis
- 12.4.3. Europe by Country Sales Analysis
- 12.4.4. United Kingdom Sales Analysis
- 12.4.5. France Sales Analysis
- 12.4.6. Germany Sales Analysis
- 12.4.7. Italy Sales Analysis
- 12.4.8. Russia Sales Analysis
- 12.4.9. Rest Of Europe Sales Analysis
12.5. Asia Pacific Sales Analysis
- 12.5.1. Overview, Historic and Forecast Sales Analysis
- 12.5.2. Asia Pacific by Segment Sales Analysis
- 12.5.3. Asia Pacific by Country Sales Analysis
- 12.5.4. China Sales Analysis
- 12.5.5. India Sales Analysis
- 12.5.6. Japan Sales Analysis
- 12.5.7. South Korea Sales Analysis
- 12.5.8. Australia Sales Analysis
- 12.5.9. Rest Of Asia Pacific Sales Analysis
12.6. Latin America Sales Analysis
- 12.6.1. Overview, Historic and Forecast Sales Analysis
- 12.6.2. Latin America by Segment Sales Analysis
- 12.6.3. Latin America by Country Sales Analysis
- 12.6.4. Brazil Sales Analysis
- 12.6.5. Argentina Sales Analysis
- 12.6.6. Peru Sales Analysis
- 12.6.7. Chile Sales Analysis
- 12.6.8. Rest of Latin America Sales Analysis
12.7. Middle East & Africa Sales Analysis
- 12.7.1. Overview, Historic and Forecast Sales Analysis
- 12.7.2. Middle East & Africa by Segment Sales Analysis
- 12.7.3. Middle East & Africa by Country Sales Analysis
- 12.7.4. Saudi Arabia Sales Analysis
- 12.7.5. UAE Sales Analysis
- 12.7.6. Israel Sales Analysis
- 12.7.7. South Africa Sales Analysis
- 12.7.8. Rest Of Middle East And Africa Sales Analysis

13 . COMPETITIVE LANDSCAPE OF THE CONTACT CENTER ANALYTICS COMPANIES

13.1. Contact Center Analytics Market Competition
13.2. Partnership/Collaboration/Agreement
13.3. Merger And Acquisitions
13.4. New Product Launch
13.5. Other Developments

14 . COMPANY PROFILES OF CONTACT CENTER ANALYTICS INDUSTRY

14.1. Top Company Share Analysis
14.2. Market Concentration Rate
14.3. 8X8 Inc.
- 14.3.1. Company Overview
- 14.3.2. Company Revenue
- 14.3.3. Products
- 14.3.4. Recent Developments
14.4. CallMiner
- 14.4.1. Company Overview
- 14.4.2. Company Revenue
- 14.4.3. Products
- 14.4.4. Recent Developments
14.5. Cisco Systems Inc.
- 14.5.1. Company Overview
- 14.5.2. Company Revenue
- 14.5.3. Products
- 14.5.4. Recent Developments
14.6. Enghouse Interactive
- 14.6.1. Company Overview
- 14.6.2. Company Revenue
- 14.6.3. Products
- 14.6.4. Recent Developments
14.7. Five9 Inc.
- 14.7.1. Company Overview
- 14.7.2. Company Revenue
- 14.7.3. Products
- 14.7.4. Recent Developments
14.8. Genesys
- 14.8.1. Company Overview
- 14.8.2. Company Revenue
- 14.8.3. Products
- 14.8.4. Recent Developments
14.9. Genpact Ltd.
- 14.9.1. Company Overview
- 14.9.2. Company Revenue
- 14.9.3. Products
- 14.9.4. Recent Developments
14.10. Mitel Networks Corp.
- 14.10.1. Company Overview
- 14.10.2. Company Revenue
- 14.10.3. Products
- 14.10.4. Recent Developments
14.11. Nice Ltd.
- 14.11.1. Company Overview
- 14.11.2. Company Revenue
- 14.11.3. Products
- 14.11.4. Recent Developments
14.12. Oracle Corp.
- 14.12.1. Company Overview
- 14.12.2. Company Revenue
- 14.12.3. Products
- 14.12.4. Recent Developments
14.13. SAP SE
- 14.13.1. Company Overview
- 14.13.2. Company Revenue
- 14.13.3. Products
- 14.13.4. Recent Developments
14.14. Verint Systems Inc.
- 14.14.1. Company Overview
- 14.14.2. Company Revenue
- 14.14.3. Products
- 14.14.4. Recent Developments

Note - in company profiling, financial details and recent development are subject to availability or might not be covered in case of private companies