Global Contact Center Analytics Market Research Report- Forecast 2027

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

ID: MRFR/ICT/2632-HCR | February 2021 | Region: Global | 100 pages

Market Overview


The Global Contact Center Analytics Market is estimated that the North American regions to meet the largest market share by the end of the year 2023. Further, the global market has estimated that the Asia-Pacific region to grow at a fast pace for the forecast period of 2017 to 2023. For measuring the customer service representatives’ performance in whole or individually, contact center analytics are mostly used widely. The overall approach of customer relationship management can be understood in a proper manner by using contact center analytics. Moreover, the use of contact center analytics is useful to identify the gap and evaluate interactions so that proper corrections can be made in the work process. These are widely used by call centers. To overcome everyday challenges, organizations are using call center analytics.


The increased compliance requirements, a proliferation of cloud computing, increasing demand for speech and text analytics, and increasing demand for better customer experience management solutions are the major factors that are driving the global market growth for the Global Contact Center Analytics Market. During the forecast period of 2017 to 2023, the increasing compliance requirements and increasing demand for better customer experience management solutions are predicted to enhance the market growth. Moreover, the contact centers are improving the cross channel and multichannel customer experience, which can bring more opportunities for the global market’s manufacturers. Through this, various methods such as web chat, emails, and voice chat are becoming useful for the customers.


The Contact Center Analytics Market Analysis report has given the focus on the various regions to analyze the overall growth and development of its products and services. It has given the focus on the segmental overview, market overview, and competitive analysis to understand the global competitiveness and the growing demands over the product and services across the regions. Along with that, this report has also explained the recent developments in the Global Contact Center Analytics Market to understand the present growth aspects of the market.


COVID-19 Analysis


The Contact Center Analytics Market Analysis report has mentioned that the global Contact Center Analytics Market is affected due to the COVID-19 pandemic. This pandemic brought lockdown that has affected the supply chain, productivity, and its customer’s demand over the product. The global pandemic has stopped the global market growth, and it was expected that the global market could not achieve its goals and aims for the reviewed period. However, the key players did not give a chance to destroy the market image of the Global Contact Center Analytics Market, and their continuous effort has made the global market is stabled in the present scenario.


Market Dynamics



  • Major Drivers of The Market


The increased compliance requirements, a proliferation of cloud computing, increasing demand for speech and text analytics, and increasing demand for better customer experience management solutions are the major factors that are driving the global market growth for the Global Contact Center Analytics Market.


During the forecast period of 2017 to 2023, the increasing compliance requirements and increasing demand for better customer experience management solutions are predicted to enhance the market growth.



  • Significant Opportunities for The Market


Recently, the Contact Center Analytics Industry has adopted technological advancement in its products, which is developing the product quality. The increasing demand for real-time monitoring and analytics, social media analytics, and predictive analytics are bringing more growth opportunities for the Global Contact Center Analytics Market.


Moreover, the collective effort is given by the key players to utilizing this real-time monitoring and analytics, social media analytics, and predictive analytics scope and opportunity.



  • Market Restraints


During the forecast period of 2023, the global Contact Center Analytics Market growth might get hampered due to the high cost of investment in its products and services.


Moreover, the global market might face another restraint due to the consumer data privacy rules and regulations. Hence, key players are working hard to solve these restraints of the global Contact Center Analytics Industry.



  • Market Growth Challenges


Due to the COVID pandemic, the Contact Center Analytics Market has lost its productivity and sales, which had impacted the global market. This was the biggest challenge for the global market.


Moreover, the Contact Center Analytics Market Trends might face challenges due to the lack of a clear and holistic analytics approach in contact centers. Hence, the key players are working hard on these challenges to overcome the situation.



  • Cumulative Growth Analysis


The CCA Market is increasing its demand with the increased compliance requirements, a proliferation of cloud computing, increasing demand for speech and text analytics, and increasing demand for better customer experience management solutions. The Contact Center Analytics Market Players are playing an important role in enhancing the growth of the global market.


Hence, the Global Contact Center Analytics Market is estimated that the North American regions to meet the largest market share by the end of the year 2023. Further, the global market has estimated that the Asia-Pacific region to grow at a fast pace for the forecast period of 2017 to 2023.


Segment Overview



  • By Component:


Based on component segmentation, the Global Contact Center Analytics Market is divided into different components to meet the consumer’s demands over the product.


These two different components of the global market include Solutions and Software. The customers can choose the components based on their demands or requirements.



  • By Deployment:


Based on the deployment segmentation, the Global Contact Center Analytics Market is divided into different deployments On-demand and On-premises.


The increasing demand for better customer experience management solutions is increasing the demands over these two deployments.



  • By Organization Size:


According to the organization size segment, the Global Contact Center Analytics Market is classified into three sizes as Medium, Large, and Small.


Consumers mostly prefer these three sizes as per their requirement over the products and services.



  • By Application:


According to the application segment, the Global Contact Center Analytics Market is classified into various applications such as Customer Experience Management, Real-time Monitoring, Workforce Optimization, Risk Management, and Others.


The vast applications of the global market product are increasing the Contact Center Analytics Business across the regions.



  • By End-users:


According to the end-users segment, the Global Contact Center Analytics Market is classified into Retail, Healthcare, BFSI, Hospitality, Defense, Government, Manufacturing, IT & Telecommunications, Energy, and Others.


Thus, these end-users are increasing demand for better customer experience management solutions, which is enhancing the Contact Center Analytics Market Size.


Regional Overview


According to the regional overview, the Global Contact Center Analytics Market has its wide Contact Center Analytics Business across various regions. Some of the top-performing regions for the global market are Asia-Pacific, North America, Europe, South America, and other parts of the world.


The Contact Center Analytics Market Report explains that among all the regions, the North-American region is predicted to generate higher market revenue for the forecast period. This region is increasing the global products demands due to the increasing adoption of cloud-based analytics solutions in different industries, increased adoption of new technological solutions, increasing customer expectations and the better customer experience management, and hub for industries with customer contact centers and large operation base.


Competitive Analysis of the Global Market


In the Global Contact Center Analytics Market, some top key players are:



  • Oracle Corporation (US)

  • SAP SE (Germany)

  • NICE Ltd. (Israel)

  • Genpact Limited (Bermuda) 

  • Genesys (US), 8X8 Inc. (US) 

  • Cisco Systems, Inc. (US)

  • Enghouse Interactive (US)

  • Servion Global Solutions (India)

  • Verint Systems Inc. (US)

  • Mitel Networks Corporation (Canada)

  • Five9, Inc. (US), CallMiner (US)


These Contact Center Analytics Market Players are giving more efforts in promoting the products and services to enhance the global market growth.


Recent Developments



  • In June 2017, CallMiner did partnership with Nuance Communications, Inc to expand its analytics portfolio.

  • In November 2016, Verint Systems Inc. aimed to get better customer engagement solutions with partnering OpinionLab.


Report Overview


The Global Contact Center Analytics Market report has given focus on the various regions to analyze the overall growth and development of its products and services. It has given focus on the segmental overview, market overview, and competitive analysis to understand the global competitiveness and the growing demands over the product and services across the regions. Along with that, this report has also explained the recent developments in the global market to understand the present growth aspects of the market. Further, the COVID analysis has given information about the loss and profits in the lockdown.


Segmental Table:


By Component:



  • Solutions

  • Software


By Deployment:



  • On-demand

  • On-premises


By Organization Size



  • Medium

  • Large

  • Small


By Application



  • Customer Experience Management

  • Real-time Monitoring

  • Workforce Optimization

  • Risk Management

  • Others


By End-users



  • Retail

  • Healthcare

  • BFSI

  • Hospitality

  • Defense

  • Government

  • Manufacturing

  • IT & Telecommunications

  • Energy

  • Others



Report Scope:
Report Attribute/Metric Details
  Market Size   2027: Significant Value
  CAGR   Substantial CAGR
  Base Year   2019
  Forecast Period   2020-2027
  Historical Data   2018
  Forecast Units   Value (USD Million)
  Report Coverage   Revenue Forecast, Competitive Landscape, Growth Factors, and Trends
  Segments Covered   By Component, By Deployment
  Geographies Covered   North America, Europe, Asia-Pacific, and Rest of the World (RoW)
  Key Vendors   Oracle Corporation (US), SAP SE (Germany), NICE Ltd. (Israel), Genpact Limited (Bermuda) , Genesys (US), 8X8 Inc. (US), Cisco Systems, Inc. (US), Enghouse Interactive (US), Servion Global Solutions (India), Verint Systems Inc. (US), Mitel Networks Corporation (Canada), Five9, Inc. (US), CallMiner (US)
  Key Market Opportunities   The contact centers are improving the cross channel and multichannel customer experience, which can bring more opportunities for the global market’s manufacturers.
  Key Market Drivers   The increased compliance requirements, a proliferation of cloud computing, increasing demand for speech and text analytics, and increasing demand for better customer experience management solutions are the major factors that are driving the global market growth for the Global Contact Center Analytics Market.


Frequently Asked Questions (FAQ) :


The increased compliance requirements, proliferation of cloud computing, increasing demand for speech and text analytics, and increasing demand for better customer experience management solutions are the major factors that are driving the global market growth for the Global Contact Center Analytics Market.

The Contact Center Analytics market is segmented based on the end-user, components, applications, organization size, and deployment.

The North-American region is predicted to generate a higher market share for the forecast period.

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

5. MARKET FACTOR ANALYSIS

5.1 PORTER’S FIVE FORCES ANALYSIS

5.2 SUPPLY CHAIN ANALYSIS

6 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY SEGMENTS

6.1 INTRODUCTION

6.2 MARKET STATISTICS

6.2.1 BY COMPONENT

6.2.1.1 SOFTWARE

6.2.1.2 SOLUTIONS

6.2.2 BY DEPLOYMENT

6.2.2.1 ON-PREMISES

6.2.2.2 ON-DEMAND

6.2.3 BY ORGANIZATION SIZE

6.2.3.1 SMALL

6.2.3.2 MEDIUM

6.2.3.4 LARGE

6.2.4 BY APPLICATION

6.2.4.1 WORK OPTIMIZATION

6.2.4.2 RISK MANAGEMENT

6.2.4.3 CUSTOMER EXPERIENCE MANAGEMENT

6.2.4.4 REAL TIME MONITORING

6.2.4.5 OTHERS

6.2.5 BY END-USERS

6.2.5.1 BFSI

6.2.5.2 HEALTHCARE

6.2.5.3 MANUFACTURING

6.2.5.4 GOVERNMENT

6.2.5.5 RETAIL

6.2.5.6 IT & TELECOMMUNICATIONS

6.2.5.7 HOSPITALITY

6.2.5.8 DEFENSE

6.2.5.9 ENERGY

6.2.5.10 OTHERS

7 COMPETITIVE ANALYSIS

7.1 MARKET SHARE ANALYSIS

7.2 COMPANY PROFILES

7.2.1 CISCO SYSTEMS, INC. (US)

7.2.2 VERINT SYSTEMS INC. (US)

7.2.3 GENPACT LIMITED (BERMUDA)

7.2.4 GENESYS (US)

7.2.5 8X8 INC. (US)

7.2.6 MITEL NETWORKS CORPORATION (CANADA)

7.2.7 ORACLE CORPORATION (US)

7.2.8 SAP SE (GERMANY)

7.2.9 NICE LTD. (ISRAEL)

7.2.10 ENGHOUSE INTERACTIVE (US)

7.2.11 SERVION GLOBAL SOLUTIONS (INDIA)

7.2.12 OTHERS


LIST OF TABLES

TABLE 1 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 2 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 3 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 4 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 5 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY END-USERS

TABLE 6 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY REGION

TABLE 7 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 8 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 9 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 10 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 11 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY END-USERS

TABLE 12 U.S CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 13 U.S. CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 14 U.S CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 15 U.S. CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 16 U.S. CONTACT CENTER ANALYTICS MARKET, BY END-USER

TABLE 17 CANADA CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 18 CANADA CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 19 CANADA CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 20 CANADA CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 21 CANADA CONTACT CENTER ANALYTICS MARKET, BY END-USER

TABLE 22 EUROPE CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 23 EUROPE CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 24 EUROPE CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 25 EUROPE CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 26 EUROPE CONTACT CENTER ANALYTICS MARKET, BY END-USER

TABLE 27 GERMANY CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 28 GERMANY CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 29 GERMANY CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 30 GERMANY CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 3 1 GERMANY CONTACT CENTER ANALYTICS MARKET, BY END-USER

TABLE 32 FRANCE CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 33 FRANCE CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 34 FRANCE CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 35 FRANCE CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 36 FRANCE CONTACT CENTER ANALYTICS MARKET, BY END-USER

TABLE 37 U.K. CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 38 U.K. CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 39 U.K. CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 40 U.K. CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 41 U.K. CONTACT CENTER ANALYTICS MARKET, BY END-USERS

TABLE 42 REST OF EUROPE CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 43 REST OF EUROPE CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 44 REST OF EUROPE CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 45 REST OF EUROPE CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 46 REST OF EUROPE CONTACT CENTER ANALYTICS MARKET, BY END-USERS

TABLE 47 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 48 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 49 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 50 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 51 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY END-USERS

TABLE 52 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY COMPONENT

TABLE 53 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT

TABLE 54 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY APPLICATION

TABLE 55 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE

TABLE 56 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY END-USERS

LIST OF FIGURES

FIGURE 1 RESEARCH METHODOLOGY

FIGURE 2 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY COMPONENT (%)

FIGURE 3 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT (%)

FIGURE 4 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY APPLICATION (%)

FIGURE 5 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE (%)

FIGURE 6 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY END-USERS (%)

FIGURE 7 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY REGIONS (%)

FIGURE 8 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY COMPONENT (%)

FIGURE 9 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT (%)

FIGURE 10 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY APPLICATION (%)

FIGURE 11 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE (%)

FIGURE 12 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY END-USERS (%)

FIGURE 13 EUROPE CONTACT CENTER ANALYTICS MARKET, BY COMPONENT (%)

FIGURE 14 EUROPE CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT (%)

FIGURE 15 EUROPE CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE (%)

FIGURE 16 EUROPE CONTACT CENTER ANALYTICS MARKET, BY END-USERS (%)

FIGURE 17 EUROPE CONTACT CENTER ANALYTICS MARKET, BY APPLICATION (%)

FIGURE 18 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY COMPONENT (%)

FIGURE 19 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT (%)

FIGURE 20 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY APPLICATION (%)

FIGURE 21 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATIOPN SIZE (%)

FIGURE 22 ASIA-PACIFIC CONTACT CENTER ANALYTICS MARKET, BY END-USERS (%)

FIGURE 23 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY COMPONENT (%)

FIGURE 24 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT (%)

FIGURE 25 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY APPLICATION (%)

FIGURE 26 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE (%)

FIGURE 27 REST OF THE WORLD CONTACT CENTER ANALYTICS MARKET, BY APPLICATION (%)