Global Contact Center Analytics Market, By Component (Software, Services), By Deployment (On-premises, on-demand), By Organization size, By Application (Real-time Monitoring, Workforce Optimization, Customer Experience Management), By End-users (BFSI, Healthcare, Manufacturing, Retail) - Forecast 2027
Contact Center Analytics Market - Overview
Contact center analytics helps organization to reduce cost of the operations without affecting customer satisfaction. The performance of customer service representative is measured individually using contact center analytics, this helps to improve overall customer relationship management. Contact center analytics is a combination of speech analytics and customer experience analytics, hence it is mainly used by call centres to evaluate interaction and recognize the communication gap with the customers, so that the proper improvements can be done in the process. The driving factors for the growth of the contact center analytics market is the increasing demand for contact center solutions for customer experience management which supports organization in analysing essential insights of customer data. Also, increasing adoption of cloud computing, growing demand for text and speech analytics solutions, growing government compliances, are fuelling the market growth of the contact center analytics.
Oracle’s Contact Center Telephony Analytics support organizations in gaining market insights which helps organization to scrutinize all aspects of contact center such as average call handle time, transfer rates, cost per contact, and revenue per agent. This solution provides key performance indicators, best-practice metrics and alerts which assist companies to take corrective actions and improve employee productivity, increase customer satisfaction and reduce cost of operation. The customer experience management application of contact center analytics provides combination of customer interaction, feedback, transactions and agent data to gain useful insights about customer journey. Hence, it is expected to show the highest growth among the applications in contact center analytics market.
Contact centers have evolved from basic stand-alone operations over a single channel to multi-channel for enhancing customer relationship management. The recent trends in contact center analytics market is the use of social media, as customers mostly use social media platforms to interact with organizations rather than using help lines, e-mail support. Therefore, the use of social media in contact center analytics is increasing, which is expected to grow the market.
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Industry News
Mar 17, Contact Now: A new cloud contact center for teams is launched by 8X8 Inc.
8X8 Inc launched easy-to-use, intelligent and scalable cloud contact center solution for teams, Contact Now. This new cloud contact center solution provides companies flexibility with monthly pricing and pay-as-you-go models. 8X8 Contact Now is easy to setup that can handle inbound and outbound customer interactions in which calls are intelligently diverted to correct teams which allows them to deliver high level of service and increase orders.
Aug 18, Mitel Network Corporation introduces MiCloud Engage Contact Center: a CCaaS platform to deliver more intelligent customer experience.
Mitel Networks Corporation introduces MiCloud Engage Contact Center, a highly insightful contact center-as-a-service (CCaaS) platform. This solution integrates with various third-party CRM applications and can work with any call control platform. This solution powers omnichannel communication and integrates innovative technologies with real-time reporting and deep analytics.
Jul 18, Five9 expands its partnership with Fuze a unified cloud-based communication as a service provider.
Fuze a cloud-based communication as a service provider expands its partnership with Five 9 which provides cloud contact center software. This partnership includes integration of Five9 contact center as a service (CCaaS) with Fuze unified communication as a service (UCaaS), providing end-to-end communication experience for support and sales teams. s
Key Player:
The prominent players in the global contact center analytics market are Cisco Systems Inc (US), Verint Systems Inc.(US), Genpact Limited (Bermuda), Genesys (US), 8X8 Inc (US), Mitel Networks Corporation (Canada), Oracle Corporation (US), SAP SE (Germany), NICE Ltd (Israel), s (US), Enghouse Interactive (US), Servion Global Solution (India), CallMiner (US), and among others, are profiled in Market Research Future analysis and are at the forefront of competition in the robotic vision market.
Contact Center Analytics Global Market - Segmentation
Segmentation by Component: Software and Solutions.
Segmentation by Deployment: On-Premise and On-demand.
Segmentation by Organisation Size: Small, Medium and Large.
Segmentation by Application: Workforce Optimization, Risk Management, Customer Experience Management, Real-time Monitoring and Others.
Segmentation by End-Users: BFSI, Government, Retail, Healthcare, Manufacturing, IT & Telecommunications, Hospitality, Defence, Energy, and Others.
Segmentation by Region: North-America, Europe, Asia-Pacific, Rest of the World.
Contact Center Analytics Global Market - Regional Analysis
The regional analysis of contact center analytics market is studied for North America, Europe, Asia Pacific and Rest of the World.
North America is expected to dominate the market of contact center analytics due to presence of large number of key players such as Oracle Corporation, Cisco Systems Inc, 8X8 Inc in the region. Moreover, North America has large number of industries who have operation base and contact centers in this region which is expected to support the dominance of this region.
Asia-Pacific is expected to show the highest growth in contact center analytics market as in this region the call center operations are increasing owing to adoption of speech analytics and contact center analytics solution to reduce the operation cost.
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Overview:Contact center analytics are tools that help in reducing the workload of organizations without affecting the customer satisfaction much.
The system introduces a proper measurement tactics of the performance of customer service representative to analyze the lack and improve the customer relationship methodologies.
Get Free Sample Report @ https://www.marketresearchfuture.com/sample_request/3934Key PlayersThe key players in the contact center analytics global market include Cisco Systems, Inc. (US), Verint Systems Inc. (US), Genpact Limited (Bermuda), Genesys (US), 8X8 Inc. (US), Mitel Networks Corporation (Canada), Oracle Corporation (US), SAP SE (Germany), NICE Ltd. (Israel), Five9, Inc. (US), Enghouse Interactive (US), Servion Global Solutions (India) and CallMiner (US) among others.According to Market Research Future, market has been segmented into touch point, end-users and region.Segmentation:MRFR, for a dynamic study of the global contact center analytics market, segmented it by component, deployment, organization size, application, and end-users.
This attempt is to gauge the market from close quarters and get a hint of what is on the cards for the coming years.Based on the component, the global contact center analytics market can be segmented into software and solutions.Based on the deployment, the contact center analytics market includes on-premise and on-demand.
The customer experience management segment is gaining remarkable growth.Based on the end-users, the contact center analytics market encompasses BFSI, government, retail, healthcare, manufacturing, IT & telecommunications, hospitality, defense, energy, and others.
The IT & telecommunication segment is also expecting strong growth.Regional Analysis:The regional analysis of contact center analytics market is studied for North America, Europe, Asia Pacific (APAC), and Rest of the World (RoW).
Market OverviewAccording to Market Research Future (MRFR), the global contact center analytics market size is expected to reach USD 1.52 billion at a CAGR of 16% from 2020 to 2027 (forecast period).
The report discusses the present situation and the growth opportunities of the global contact center analytics market.
The study offers insights into COVID-19, considering shifts in customer behavior and demand, buying trends, complexities of emerging market forces, and significant government interventions.
The latest report offers information, projections, and forecast, taking into account the effect of COVID-19 on the market.Contact center analytics are often used to measure customer service representatives' performance, both individually and as a whole.
In general, call centers are used to analyze interactions and define gaps so that adequate corrections can be made.
The call center analytics helps organizations solve everyday obstacles.Request a Free Sample @ https://www.marketresearchfuture.com/sample_request/3934Market DynamicsFactors promoting the growth of the market for contact center analytics are growing demand for better customer experience management solutions, allowing businesses to gain valuable insights to enhance customer experience and the expansion of cloud computing.
Market OverviewAccording to Market Research Future (MRFR), the global contact center analytics market size is expected to reach USD 1.52 billion at a CAGR of 16% from 2020 to 2027 (forecast period).
The report discusses the present situation and the growth opportunities of the global contact center analytics market.
The study offers insights into COVID-19, considering shifts in customer behavior and demand, buying trends, complexities of emerging market forces, and significant government interventions.
The latest report offers information, projections, and forecast, taking into account the effect of COVID-19 on the market.Contact center analytics are often used to measure customer service representatives' performance, both individually and as a whole.
In general, call centers are used to analyze interactions and define gaps so that adequate corrections can be made.
The call center analytics helps organizations solve everyday obstacles.Request a Free Sample @ https://www.marketresearchfuture.com/sample_request/3934Market DynamicsFactors promoting the growth of the market for contact center analytics are growing demand for better customer experience management solutions, allowing businesses to gain valuable insights to enhance customer experience and the expansion of cloud computing.
It includes the size, share, growth, trends, key players, segments and regional analysis in detail during the study year 2020-2027.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 Software market include 8X8, Inc., ALE International, Altivon, Amazon Web Services, Inc., Ameyo, Amtelco, Aspect Software, Avaya Inc., Avoxi, Cisco Systems, Inc., Enghouse Interactive Inc., Exotel Techcom Pvt.
Ltd., Five9, Inc., Genesys, Microsoft Corporation, NEC Corporation and SAP SE.
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.Get more information on "Global Contact Center Software Market Research Report" by requesting FREE Sample Copy at https://www.valuemarketresearch.com/contact/contact-center-software-market/download-sampleMarket DynamicsThe market is predominantly driven by speedy technological advancement in the area of customer relationship management, and the integration of ML and AI into business processes is expected to propel the growth of the market.
In addition to this, the emergence of the omnichannel customer experience towards Contact Center Software is projected to catalyze growth during the forecast period.
Further, rising demand from telecom, IT, BFSI, retail sectors, consumer goods, and services are expected to drive the growth of the market.
