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Global Contact Center Analytics Market Size study, by By Component (Software, Services) by Deployment Model (On-Premises, On-Demand) by Organization Size (Large Enterprises, Small and Medium-Sized Enterprises) by Application (Automatic Call Distributor, Log Management, Risk and Compliance Management, Real-time Monitoring and Reporting, Workforce Optimization, Customer Experience Management, Others) by Industry (Healthcare and Life sciences, Banking, Financial Services and Insurance, Manufacturing, Retail and Consumer Goods, Telecom and IT, Energy and Utilities, Government and Defence, Travel and hospitality, Academia and Research, Other industries) and Regional Forecasts 2022-2028

  • BIZ4982684
  • 200 Pages
  • May 2022
  • ICT & Media
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Global Contact Center Analytics Market is valued approximately USD 1.02 billion in 2021 and is anticipated to grow with a healthy growth rate of more than 19.3% over the forecast period 2022-2028. Contact centre analytics can be defined as a set of tools used by various firms' contact centres to improve their operational effectiveness. These analytical tools help the contact centre industry track key performance indicators (KPIs) and derive business intelligence insights (BI). One of the key factors driving demand for contact centre analytics is the increased usage of social media platforms. Contact centre analytics systems examine customer comments posted on social media platforms via blogs, postings, and forums, allowing businesses to analyse social media material in real time. According to the Global Web Index, 57.6% of the world's population utilises social media, with an average daily usage of 2 hours and 27 minutes as of October 2021. Regardless of the size, kind, main activity, or location of contact centres, the contact centre business area is increasingly focusing on customer experience. For example, Service Management Group, a global patient, customer, and employee experience management organisation, said in September 2021 that its cooperation with CallMiner, a conversational analytics provider, would be expanded. By combining customer interaction and speech analytics with real-time customer feedback via the smg360 platform, the former firm is bringing new insights to customer experience initiatives. Over the projected period of 2021-2027, however, the market's growth will be restricted by high investment costs and strict consumer data privacy policies and regulations.

The key regions considered for the global Contact Center Analytics Market study includes Asia Pacific, North America, Europe, Latin America, and Rest of the World. The market was dominated by the North American region. The presence of major players in the region, such as SAP SE, Oracle Corp., and Cisco Systems, Inc., has contributed to market expansion in North America. Over the projection period, Asia Pacific is expected to be the fastest-growing regional market. Smartphones and other mobile devices have been widely adopted as a result of rising digitalization and rising disposable income levels in the region. The regional market is predicted to increase due to the growing demand for contact centre analytics solutions among many SMEs in Asia Pacific to improve their customer experience.

Major market player included in this report are:

8X8 Inc.

CallMiner

Cisco Systems, Inc.

Enghouse Interactive

Five9, Inc.

Genesys

Genpact Ltd.

Mitel Networks Corp.

Nice Ltd.

Oracle Corp.

The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming eight years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within each of the regions and countries involved in the study. Furthermore, the report also caters the detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, the report shall also incorporate available opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:

By Component:

Software

Services

By Deployment Model:

On-Premises

On-Demand

By Organization Size

Large Enterprises

Small and Medium-Sized Enterprises

By Application:

Automatic Call Distributor

Log Management

Risk and Compliance Management

Real-time Monitoring and Reporting

Workforce Optimization

Customer Experience Management

Others

By Industry:

Healthcare and Life sciences

Banking, Financial Services and Insurance

Manufacturing

Retail and Consumer Goods

Telecom and IT

Energy and Utilities

Government and Defense

Travel and hospitality

Academia and Research

Other industries

By Region:

North America

U.S.

Canada

Europe

UK

Germany

France

Spain

Italy

ROE

Asia Pacific

China

India

Japan

Australia

South Korea

RoAPAC

Latin America

Brazil

Mexico

Rest of the World

Furthermore, years considered for the study are as follows:

Historical year – 2018, 2019, 2020

Base year – 2021

Forecast period – 2022 to 2028

Target Audience of the Global Contact Center Analytics Market in Market Study:

Key Consulting Companies & Advisors

Large, medium-sized, and small enterprises

Venture capitalists

Value-Added Resellers (VARs)

Third-party knowledge providers

Investment bankers

Investors

Chapter 1. Executive Summary

1.1. Market Snapshot

1.2. Global & Segmental Market Estimates & Forecasts, 2020-2028 (USD Billion)

1.2.1. Contact Center Analytics Market, by Region, 2020-2028 (USD Billion)

1.2.2. Contact Center Analytics Market, by Component, 2020-2028 (USD Billion)

1.2.3. Contact Center Analytics Market, by Deployment Type, 2020-2028 (USD Billion)

1.2.4. Contact Center Analytics Market, by Organization Size, 2020-2028 (USD Billion)

1.2.5. Contact Center Analytics Market, by Application, 2020-2028 (USD Billion)

1.2.6. Contact Center Analytics Market, by Industry, 2020-2028 (USD Billion)

1.3. Key Trends

1.4. Estimation Methodology

1.5. Research Assumption

Chapter 2. Global Contact Center Analytics Market Definition and Scope

2.1. Objective of the Study

2.2. Market Definition & Scope

2.2.1. Scope of the Study

2.2.2. Industry Evolution

2.3. Years Considered for the Study

2.4. Currency Conversion Rates

Chapter 3. Global Contact Center Analytics Market Dynamics

3.1. Contact Center Analytics Market Impact Analysis (2020-2028)

3.1.1. Market Drivers

3.1.1.1. Increasing Demand for better customer experience management solutions

3.1.1.2. Increased compliance requirements

3.1.2. Market Challenges

3.1.2.1. High cost of investment

3.1.2.2. Consumer data privacy rules and regulations

3.1.3. Market Opportunities

3.1.3.1. Growing demand for speech and text analytics

3.1.3.2. Integration of AI

Chapter 4. Global Contact Center Analytics Market Industry Analysis

4.1. Porter’s 5 Force Model

4.1.1. Bargaining Power of Suppliers

4.1.2. Bargaining Power of Buyers

4.1.3. Threat of New Entrants

4.1.4. Threat of Substitutes

4.1.5. Competitive Rivalry

4.1.6. Futuristic Approach to Porter’s 5 Force Model (2018-2028)

4.2. PEST Analysis

4.2.1. Political

4.2.2. Economical

4.2.3. Social

4.2.4. Technological

4.3. Investment Adoption Model

4.4. Analyst Recommendation & Conclusion

4.5. Top investment opportunity

4.6. Top winning strategies

Chapter 5. Risk Assessment: COVID-19 Impact

5.1.1. Assessment of the overall impact of COVID-19 on the industry

5.1.2. Pre COVID-19 and post COVID-19 Market scenario

Chapter 6. Global Contact Center Analytics Market, by Component

6.1. Market Snapshot

6.2. Global Contact Center Analytics Market by Component, Performance - Potential Analysis

6.3. Global Contact Center Analytics Market Estimates & Forecasts by Component 2018-2028 (USD Billion)

6.4. Contact Center Analytics Market, Sub Segment Analysis

6.4.1. Software

6.4.2. Services

Chapter 7. Global Contact Center Analytics Market, by Deployment Type

7.1. Market Snapshot

7.2. Global Contact Center Analytics Market by Deployment Type, Performance - Potential Analysis

7.3. Global Contact Center Analytics Market Estimates & Forecasts by Deployment Type 2018-2028 (USD Billion)

7.4. Contact Center Analytics Market, Sub Segment Analysis

7.4.1. On-Premises

7.4.2. On-Demand

Chapter 8. Global Contact Center Analytics Market, by Organization Size

8.1. Market Snapshot

8.2. Global Contact Center Analytics Market by Organization Size, Performance - Potential Analysis

8.3. Global Contact Center Analytics Market Estimates & Forecasts by Organization Size 2018-2028 (USD Billion)

8.4. Contact Center Analytics Market, Sub Segment Analysis

8.4.1. Large Enterprises

8.4.2. Small and Medium-Sized Enterprises

Chapter 9. Global Contact Center Analytics Market, by Application

9.1. Market Snapshot

9.2. Global Contact Center Analytics Market by Application, Performance - Potential Analysis

9.3. Global Contact Center Analytics Market Estimates & Forecasts by Application 2018-2028 (USD Billion)

9.4. Contact Center Analytics Market, Sub Segment Analysis

9.4.1. Automatic Call Distributor

9.4.2. Log Management

9.4.3. Risk and Compliance Management

9.4.4. Real-time Monitoring and Reporting

9.4.5. Workforce Optimization

9.4.6. Customer Experience Management

9.4.7. Others

Chapter 10. Global Contact Center Analytics Market, by Industry

10.1. Market Snapshot

10.2. Global Contact Center Analytics Market by Industry, Performance - Potential Analysis

10.3. Global Contact Center Analytics Market Estimates & Forecasts by Industry 2018-2028 (USD Billion)

10.4. Contact Center Analytics Market, Sub Segment Analysis

10.4.1. Healthcare and Life sciences

10.4.2. Banking, Financial Services and Insurance

10.4.3. Manufacturing

10.4.4. Retail and Consumer Goods

10.4.5. Telecom and IT

10.4.6. Energy and Utilities

10.4.7. Government and Defense

10.4.8. Travel and hospitality

10.4.9. Academia and Research

10.4.10. Other industries

Chapter 11. Global Contact Center Analytics Market, Regional Analysis

11.1. Contact Center Analytics Market, Regional Market Snapshot

11.2. North America Contact Center Analytics Market

11.2.1. U.S. Contact Center Analytics Market

11.2.1.1. Component breakdown estimates & forecasts, 2018-2028

11.2.1.2. Deployment Type breakdown estimates & forecasts, 2018-2028

11.2.1.3. Organization Size breakdown estimates & forecasts, 2018-2028

11.2.1.4. Application breakdown estimates & forecasts, 2018-2028

11.2.1.5. Industry breakdown estimates & forecasts, 2018-2028

11.2.2. Canada Contact Center Analytics Market

11.3. Europe Contact Center Analytics Market Snapshot

11.3.1. U.K. Contact Center Analytics Market

11.3.2. Germany Contact Center Analytics Market

11.3.3. France Contact Center Analytics Market

11.3.4. Spain Contact Center Analytics Market

11.3.5. Italy Contact Center Analytics Market

11.3.6. Rest of Europe Contact Center Analytics Market

11.4. Asia-Pacific Contact Center Analytics Market Snapshot

11.4.1. China Contact Center Analytics Market

11.4.2. India Contact Center Analytics Market

11.4.3. Japan Contact Center Analytics Market

11.4.4. Australia Contact Center Analytics Market

11.4.5. South Korea Contact Center Analytics Market

11.4.6. Rest of Asia Pacific Contact Center Analytics Market

11.5. Latin America Contact Center Analytics Market Snapshot

11.5.1. Brazil Contact Center Analytics Market

11.5.2. Mexico Contact Center Analytics Market

11.6. Rest of The World Contact Center Analytics Market

Chapter 12. Competitive Intelligence

12.1. Top Market Strategies

12.2. Company Profiles

12.2.1. 8X8 Inc.

12.2.1.1. Key Information

12.2.1.2. Overview

12.2.1.3. Financial (Subject to Data Availability)

12.2.1.4. Deployment Type Summary

12.2.1.5. Recent Developments

12.2.2. CallMiner

12.2.3. Cisco Systems, Inc.

12.2.4. Enghouse Interactive

12.2.5. Five9, Inc.

12.2.6. Genesys

12.2.7. Genpact Ltd.

12.2.8. Mitel Networks Corp.

12.2.9. Nice Ltd.

12.2.10. Oracle Corp.

Chapter 13. Research Process

13.1. Research Process

13.1.1. Data Mining

13.1.2. Analysis

13.1.3. Market Estimation

13.1.4. Validation

13.1.5. Publishing

13.2. Research Attributes

13.3. Research Assumption

List of Tables

TABLE 1. Global Contact Center Analytics Market, report scope

TABLE 2. Global Contact Center Analytics Market estimates & forecasts by Region 2018-2028 (USD Billion)

TABLE 3. Global Contact Center Analytics Market estimates & forecasts by Component 2018-2028 (USD Billion)

TABLE 4. Global Contact Center Analytics Market estimates & forecasts by Deployment Type 2018-2028 (USD Billion)

TABLE 5. Global Contact Center Analytics Market estimates & forecasts by Organization Size 2018-2028 (USD Billion)

TABLE 6. Global Contact Center Analytics Market estimates & forecasts by Application 2018-2028 (USD Billion)

TABLE 7. Global Contact Center Analytics Market estimates & forecasts by Industry 2018-2028 (USD Billion)

TABLE 8. Global Contact Center Analytics Market by segment, estimates & forecasts, 2018-2028 (USD Billion)

TABLE 9. Global Contact Center Analytics Market by region, estimates & forecasts, 2018-2028 (USD Billion)

TABLE 10. Global Contact Center Analytics Market by segment, estimates & forecasts, 2018-2028 (USD Billion)

TABLE 11. Global Contact Center Analytics Market by region, estimates & forecasts, 2018-2028 (USD Billion)

TABLE 12. Global Contact Center Analytics Market by segment, estimates & forecasts, 2018-2028 (USD Billion)

TABLE 13. Global Contact Center Analytics Market by region, estimates & forecasts, 2018-2028 (USD Billion)

TABLE 14. Global Contact Center Analytics Market by segment, estimates & forecasts, 2018-2028 (USD Billion)

TABLE 15. Global Contact Center Analytics Market by region, estimates & forecasts, 2018-2028 (USD Billion)

TABLE 16. Global Contact Center Analytics Market by segment, estimates & forecasts, 2018-2028 (USD Billion)

TABLE 17. Global Contact Center Analytics Market by region, estimates & forecasts, 2018-2028 (USD Billion)

TABLE 18. U.S. Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)

TABLE 19. U.S. Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 20. U.S. Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 21. Canada Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)

TABLE 22. Canada Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 23. Canada Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 24. UK Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)

TABLE 25. UK Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 26. UK Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 27. Germany Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)

TABLE 28. Germany Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 29. Germany Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 30. RoE Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)

TABLE 31. RoE Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 32. RoE Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 33. China Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)

TABLE 34. China Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 35. China Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 36. India Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)

TABLE 37. India Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 38. India Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 39. Japan Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)

TABLE 40. Japan Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 41. Japan Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 42. RoAPAC Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)

TABLE 43. RoAPAC Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 44. RoAPAC Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 45. Brazil Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)

TABLE 46. Brazil Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 47. Brazil Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 48. Mexico Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)

TABLE 49. Mexico Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 50. Mexico Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 51. RoLA Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)

TABLE 52. RoLA Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 53. RoLA Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 54. Row Contact Center Analytics Market estimates & forecasts, 2018-2028 (USD Billion)

TABLE 55. Row Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 56. Row Contact Center Analytics Market estimates & forecasts by segment 2018-2028 (USD Billion)

TABLE 57. List of secondary sources, used in the study of global Contact Center Analytics Market

TABLE 58. List of primary sources, used in the study of global Contact Center Analytics Market

TABLE 59. Years considered for the study

TABLE 60. Exchange rates considered

 
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