Market Highlights
The contact center analytics solutions system helps to identify the customer needs, product problems and thereby provides solutions to improve the customer lifecycle. Increasing demand for customer’s satisfaction, the increasing demand for customer experience management, retaining the customers and competitive environment are the factors boosting the growth of the Contact Center Analytic Market. The market is expected to have high growth over the forecast period.
Key Players
The key players in the global contact center analytics 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.
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Key Players
The key players in the global contact center analytics 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.
Segmentation:
On the basis of application, the market has been segmented into workforce optimization, risk management, customer experience management and real time monitoring. Out of these, customer experience management accounted for the largest market share, because of automatically assigning a reason for all customer contacts based on speech, text, desktop and transaction analytics. Also, predictive analytics capabilities enable contact centers to detect and analyze cross-channel behavior patterns.
On the basis of end-users, the market has been segmented into banking & finance, manufacturing, government, it & telecommunications, energy & utilities, healthcare, automotive, media & entertainment among others.
On the basis of region, the market has been bifurcated into North-America, Europe, Asia-Pacific and Rest of the world.
Market Research Future Analysis
The global contact center analytics market is expected to grow significantly over the forecast period, 2017-2023. BFSI and healthcare segment of contact center analytics market globally drives the market. The market is expected to have higher growth rate as compared to the previous years.
North America region accounted for the largest market share because of the technological advancements, increasing e-commerce and m-commerce and growing need for regional customer satisfaction. Also, the Asia-Pacific region is expected to grow at a fast pace over the forecast period, 2017-2023. The region is attributed to the growth in the manufacturing hub and the growth in digitalization.
Intended Audience
- Manufacturers
- Distributors
- Research firms
- Consultancy firms
- Software Developers
- Vendors
- Semiconductor Manufacturers
- End-user sectors
- Technology Investors
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TABLE OF CONTENTS
1 Market Introduction
1.1 Introduction
1.2 Scope Of Study
1.2.1 Research Objective
1.2.2 Assumptions
1.2.3 Limitations
1.3 Market Structure
2 Research Methodology
2.1 Research Network Solution
2.2 Primary Research
2.3 Secondary Research
2.4 Forecast Model
2.4.1 Market Data Collection, Analysis & Forecast
2.4.2 Market Size Estimation
3 Market Dynamics
3.1 Introduction
3.2 Market Drivers
3.3 Market Challenges
3.4 Market Opportunities
3.5 Market Restraints
4 Executive Summary
- Market Factor Analysis
5.1 Porter’s Five Forces Analysis
5.2 Supply Chain Analysis
Continued…
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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 2023Overview: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.
The Contact Center Analytics Market is gaining from these features and is expected to score 16% CAGR during the forecast period (2017-2023) and exceed a valuation of USD 1.52 billion.
Market research Future (MRFR), in a detailed report on the same market claimed the US can lead the market by fetching in substantial revenues.Factors like better customer relationship management, ability to provide better insights regarding customer handling, increasing integration of cloud computing and others are expected to impact the global contact center analytics market in the foreseeable future.
Out of these, customer experience management accounted for the largest market share, because of automatically assigning a reason for all customer contacts based on speech, text, desktop and transaction analytics.
Also, predictive analytics capabilities enable contact centers to detect and analyze cross-channel behavior patterns.On the basis of end-users, the market has been segmented into banking & finance, manufacturing, government, it & telecommunications, energy & utilities, healthcare, automotive, media & entertainment among others.On the basis of region, the market has been bifurcated into North-America, Europe, Asia-Pacific and Rest of the world.Key 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.Regional Analysis:The global contact center analytics market is expected to grow significantly over the forecast period, 2017-2023.
According to a new market research report "Contact Center Analytics Market by Component (Software and Services), Application (Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management) - Global Forecast to 2022", published by MarketsandMarkets™, the contact center analytics market expected to grow from $709.5 Million in 2017 to $1,483.6 Million by 2022, at a Compound Annual Growth Rate (CAGR) of 15.9%.Browse in-depth TOC on "Contact Center Analytics Market"71- Tables 43- Figures160- PagesDownload PDF Brochure @ https://www.marketsandmarkets.com/pdfdownloadNew.asp?id=115741185The major driving factor for this market remains high demand for better customer experience management solutions which can provide 360o view of customer data and enable companies to gain crucial insights into this data to enhance customer experience.
Proliferation of cloud computing, growing demand for speech and text analytics solutions, and increased compliance requirements are other key drivers fuelling the growth of contact center analytics market.Customer experience management application is expected to grow at the highest CAGR during the forecast periodCustomer experience analytics aggregates customer interactions, transactions, feedback, and agent data to provide an end-to-end picture of the customer journey.
Contact centers can leverage from contact center analytics by integrating and analyzing customer data from multiple channels and utilize generated insights to improve their contact center operations and find new opportunities to engage and serve their customers.
Some of the major opportunities include automatically assigning a reason for all customer contacts based on speech, text, desktop and transaction analytics.
The on-demand contact center analytics solutions are cloud-based deployment of contact center analytics solutions and provide benefits, such as cost control, resource pooling, and less implementation time.
North America is the home for most the industries with large operation base and customer contact centers, showing prominent adoption of cloud-based and on-premises analytics solutions in most of its industries.
