1. Home
  2. > Business Services
  3. > Business Process Outsourcing
  4. > Call Center Market Trends
Contact Center Analytics Market by Component, Deployment Mode, Organization Size, Application, Vertical and Region - Global Forecast to 2027

Contact Center Analytics Market by Component, Deployment Mode, Organization Size, Application, Vertical and Region - Global Forecast to 2027

  • May 2022
  • 263 pages
  • ID: 5012869
  • Format: PDF
  • MarketsandMarkets

Summary

Table of Contents

Search Inside

The contact center analytics market size to grow from USD 1.7 billion in 2022 to USD 2.9 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 11.7% during the forecast period. Various factors such as rising adoption of advanced contact center technologies, demand for better customer experience management solutions, and increasing adoption of cloud-based contact center solutions during and after COVID-19 are expected to drive the adoption of contact center analytics technologies and services.

Contact center analytics can be described briefly as the analysis of typical contact centre metrics for determining trends, impacts, causes, and outcomes. It is the combination of various advanced analytics technologies such as speech and text analytics, customer analytics, predictive analytics, and performance analytics.

The contact center analytics market is expected to grow owing to several factors, such as the rising demand for speech and text analytics and rising adoption of advanced contact center technologies.The speech analytics software focuses on the voice of the customer and provides companies with insights into customer sentiments and satisfaction levels.

It can prove to be a crucial tool to improve the FCR, reduce wait times, and measure agent performance. The infusion of analytics to monitor and analyze interactions for providing customized responses and video enablement to engage in face-to-face video calls adds to the benefits of modern-age contact centers.
The COVID-19 pandemic has affected the contact center analytics market.However, companies are still leveraging contact center analytics solutions for customer experience management, real-time monitoring and reporting, risk and compliance management, automatic call distributor, workforce optimization, and smart quarantining.

Governments, as well as private companies across verticals, are adopting contact center analytics solutions to provide fast and better services to their customers and employees.

The Cross-channel Analytics software to hold higher CAGR during the forecast period
By software, the contact center analytics market has been segmented into speech analytics, cross-channel analytics, predictive analytics, performance analytics, desktop analytics, and text analytics.The CAGR of the cross-channel analytics software segment is estimated to be the largest during the forecast period.

Cross-channel analytics tracks customer behavior across multiple channels, understands the difficulties, and enhances customer experience.It also extracts BI from real-time customer interactions across different channels, including email, SMS, and voice.

Cross-channel analytics requires a sophisticated solution that helps analyze the customer behavior using statistics, predictive, and other analytic solutions, and respond to their queries in minimal time.

The Professional Services segment to have the largest market size during the forecast period
The contact center analytics market has been segmented by services into professional and managed services.The professional services segment is expected to hold a higher CAGR as well as the largest market size during the forecast period.

The professional services in the contact center analytics market are provided in the form of support and maintenance, and consulting services. Support and maintenance services play an integral part in onboard solution deployment, training, handling, and maintenance of software solutions.

APAC to hold highest CAGR during the forecast period
APAC is expected to hold a higher CAGR during the forecast period.The region will be booming, as some major multinational players are showing interests in the region, as well as a lot of new entrepreneur setups are taking place, who are mostly very keen to adopt newer technologies to stay ahead in the competition.

China, Japan, and India are showing ample growth opportunities in the contact center analytics market.

Breakdown of primaries
In-depth interviews were conducted with Chief Executive Officers (CEOs), innovation and technology directors, system integrators, and executives from various key organizations operating in the contact center analytics market.
• By Company: Tier I: 35%, Tier II: 45%, and Tier III: 20%
• By Designation: C-Level Executives: 35%, D-Level Executives: 25%, and Managers: 40%
• By Region: APAC: 25%, Europe: 30%, North America: 30%, MEA: 10%, Latin America: 5%
The report includes the study of key players offering contact center analytics solutions and services.It profiles major vendors in the contact center analytics market.

The major players in the contact center analytics market include Cisco (US), Genpact (US), SAP (Germany), Oracle (US), Avaya (US), NICE (US), 8x8 (US), Five9 (US), Talkdesk (US), CallMiner (US), Servion Global Solutions (US), Genesys (US), VirtualPBX (US), ChaseData (US), and Broadvoice (US).

Research Coverage
The market study covers the contact center analytics market across segments.It aims at estimating the market size and the growth potential of this market across different segments, such as components, mapping type, application, vertical, and region.

It includes an in-depth competitive analysis of the key players in the market, along with their company profiles, key observations related to product and business offerings, recent developments, and key market strategies.

Key Benefits of Buying the Report
The report would provide the market leaders/new entrants in this market with information on the closest approximations of the revenue numbers for the overall contact center analytics market and its subsegments.It would help stakeholders understand the competitive landscape and gain more insights better to position their business and plan suitable go-to-market strategies.

It also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.

Get Industry Insights. Simply.

  • Latest reports & slideshows with insights from top research analysts
  • 150+ Million searchable statistics with tables, figures & datasets
  • More than 25,000 trusted sources
  • Single User License — provides access to the report by one individual.
  • Department License — allows you to share the report with up to 5 users
  • Site License — allows the report to be shared amongst all employees in a defined country
  • Corporate License — allows for complete access, globally.

ReportLinker may already be registered as a supplier with your company. If you want to Order by PO, check with us first and we'll let you know if we are a registered supplier and what the vendor number is. Otherwise, we'll provide you with the necessary information to register ReportLinker as a vendor.

Grace helps you find the right report:
Testimonials

The research specialist advised us on the best content for our needs and provided a great report and follow-up, thanks very much we shall look at ReportLinker in the future.

Kate Merrick

Global Marketing Manager at
Eurotherm by Schneider Electric

We were impressed with the support that ReportLinker’s research specialists’ team provided. The report we purchased was useful and provided exactly what we want.

Category Manager at
Ikea

ReportLinker gave access to reliable and useful data while avoiding dispersing resources and spending too much time on unnecessary research.

Executive Director at
PwC Advisory

The customer service was fast, responsive, and 100% professional in all my dealings (...) If we have more research needs, I'll certainly prioritize working with ReportLinker!

Scott Griffith

Vice President Marketing at
Maurice Sporting Goods

The research specialist provided prompt, helpful instructions for accessing ReportLinker's product. He also followed up to make sure everything went smoothly and to ensure an easy transition to the next stage of my research

Jessica P Huffman

Research Associate at
American Transportation Research Institute

Excellent customer service. Very responsive and fast.

Director, Corporate Strategy at
Ingredion

I reached out to ReportLinker for a detailed market study on the Air Treatment industry. The quality of the report, the research specialist’s willingness to solve my queries exceeded my expectations. I would definitely recommend ReportLinker for in-depth industry information.

Mariana Mendoza

Global Platform Senior Manager at
Whirlpool Corporation

Thanks! I like what you've provided and will certainly come back if I need to do further research works.

Bee Hin Png

CEO at
LDR Pte Ltd

The research specialist advised us on the best content for our needs and provided a great report and follow-up, thanks very much we shall look at ReportLinker in the future.

Kate Merrick

Global Marketing Manager at
Eurotherm by Schneider Electric

FAQ
  • How we can help
    • I am not sure if the report I am interested in will fulfill my needs. Can you help me?
    • Yes, of course. You can call us at +33(0) 4 37 65 17 03 or drop us an email at [email protected] to let us know more about your requirements.
    • We buy reports often - can ReportLinker get me any benefits?
    • Yes. Set up a call with a Senior Research Advisor to learn more - [email protected] or +33(0) 4 37 65 17 03.
    • I have had negative experiences with market research reports before. How can you avoid this from happening again?
    • We advise all clients to read the TOC and Summary and list your questions so that we can get more insight for you before you make any purchase decision. A research advisor will accompany you so that you can compare samples and reports from different sources, and choose the study that is right for you.

  • Report Delivery
    • How and when I will receive my Report?
    • Most reports are delivered right away in a pdf format, while others are accessed via a secure link and access codes. Do note that sometimes reports are sent within a 12 hour period, depending on the time zones. However, you can contact us to escalate this. Should you need a hard copy, you can check if this option is offered for the particular report, and pay the related fees.
  • Payment conditions
    • What payment methods do you accept?
      1. Credit card : VISA, American Express, Mastercard, or
      2. You can download an invoice to pay by wire transfer, check, or via a Purchase Order from your company, or
      3. You can pay via a Check made out in US Dollars, Euros, or British Pounds for the full amount made payable to ReportLinker
    • What are ReportLinker’s Payment Terms?
    • All payments must normally be submitted within 30 days. However, you can let us know if you need extended time.
    • Are Taxes and duties included?
    • All companies based in France must pay a 20% tax per report. The same applies to all individuals based in the EU. All EU companies must supply their VAT number when purchasing to avoid this charge.
    • I’m not satisfied. Can I be refunded?
    • No. Once your order has been processed and the publisher has received a notification to send you the report, we cannot issue any refund or cancel any order. As these are not ‘traditional’ products that can be returned, reports that are dispatched are considered to be ‘consumed’.
  • User license
    • The license that you should acquire depends on the number of persons that need to access the report. This can range from Single User (only one person will have the right to read or access the report), or Department License (up to 5 persons), to Site License (a group of persons based in the same company location), or Corporate License (the entire company personnel based worldwide). However, as publishers have different terms and conditions, we can look into this for you.
Purchase Reports From Reputable Market Research Publishers

Satellite Data Services Market Research Report by Service, Vertical, End User, Country - North America Forecast to 2027 - Cumulative Impact of COVID-19

  • $ 2949
  • October 2022
  • 129 pages

Satellite Data Services Market Research Report by Service, Vertical, End User, Country - North America Forecast to 2027 - Cumulative Impact of COVID-19 The North America Satellite Data Services Market ...

  • North America
  • World
  • Pollution Control
  • Data Analytics
  • Industry analysis

ref:plp2022

Reportlinker.com © Copyright 2022. All rights reserved.

ReportLinker simplifies how Analysts and Decision Makers get industry data for their business.

Make sure you don’t miss any news and follow us on