Global Contact Center Analytics Market Research Report- Forecast 2032

Contact Center Analytics Market Research Report Information By Component (Solutions, Software), By Deployment (On-demand, On-Site), By Organization Size (Medium, Large, Small), By Application (Customer Experience Management, Real-time Monitoring, Workforce Optimization, Risk Management, Others), By End-user (Retail, Healthcare, BFSI, Defense, Government, Manufacturing, Information Technology & Telecommunications, Energy, Others) and By Region (North America, Europe, Asia-Pacific, and Rest of the World) –Market Forecast Till 2032.

ID: MRFR/ICT/2632-HCR | 100 Pages | Author: Shubham Munde | February 2024         

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Contact Center Analytics Market Overview


Global Contact Center Analytics Market Size was valued at USD 1.9 Billion in 2022. The Contact Center Analytics market industry is projected to grow from USD 2.2 Billion in 2023 to USD 9.1 Billion by 2032, exhibiting a compound annual growth rate (CAGR) of 9.16% during the forecast period (2023 - 2032). Rising customer expectations, increasing emphasis on customer-centric strategies, increased volumes of customer data, need for real-time insights, technological improvements, regulatory compliance, and risk management, are the key market drivers enhancing the market growth.


Contact Center Analytics Market Overview


Source: Secondary Research, Primary Research, MRFR Database and Analyst Review


Contact Center Analytics Market Trends


Increasing customer expectations is driving the market growth


Customer expectations are consistently rising in today's fiercely competitive business environment. Customers anticipate seamless, personalised, and effective interactions from businesses at every touchpoint. The adoption of contact centre analytics has been significantly influenced by the rising need for great customer experiences. The ability to help businesses understand their customers better is one of the primary ways contact centre analytics satisfies customer expectations. Contact centres can gain important insights about consumer behaviour, preferences, and needs by examining customer interactions across a variety of channels, including phone calls, emails, chat messages, and social media. This enables companies to modify their product and service offerings to fulfil and surpass client expectations.


Organisations may find pain points and bottlenecks in the customer experience by using contact centre analytics, which offers a comprehensive perspective of customer journeys. Analytics, for instance, might highlight frequent problems customers encounter during encounters, such as lengthy wait times, repeated information requests, or unanswered questions. With this knowledge, companies may proactively solve these problems and enhance the overall consumer experience. Another critical component of exceeding consumer expectations is personalization. Customers like to feel respected and acknowledged as unique individuals. By segmenting clients according to their preferences, prior purchases, and interactions, contact centre analytics aids in the creation of personalised experiences. Businesses may use this data to deliver personalised recommendations, discounts, and support, which helps customers feel heard and valued.


Another important element in exceeding client expectations is timeliness. Customers anticipate swift answers to their questions and resolutions to their problems. Through real-time monitoring and analysis of interactions, contact centre analytics enables businesses to spot essential queries and give them the attention they deserve. Real-time analytics also equips contact centre staff to offer prompt support and individualised solutions, increasing client retention and satisfaction. Additionally, contact centre analytics gives companies the ability to foresee and proactively respond to client needs. Employing predictive analytics models enables businesses to spot patterns and trends in customer behaviour, allowing them to provide pertinent goods and services even before clients express their needs. Customers love this proactive attitude, and it keeps firms one step ahead of the competition.


Contact centre analytics are essential for increasing operational effectiveness in addition to bettering the customer experience. Businesses can pinpoint areas for process optimisation and resource allocation by looking at customer interactions and agent performance. Analytics, for instance, might reveal patterns in client inquiries, enabling businesses to create self-service choices or automate laborious activities. This frees up the agents' time so they may concentrate on more intricate and valuable customer interactions. Therefore, the adoption of contact centre analytics is significantly influenced by the rising customer expectations. By utilising analytics capabilities, businesses may increase operational effectiveness, personalise experiences for customers, and deliver help quickly. Contact centre analytics is a crucial tool for businesses looking to meet and exceed customer expectations, foster loyalty, and gain a competitive advantage in today's customer-centric business environment. Thus, driving the Contact Center Analytics market revenue.


Contact Center Analytics Market Segment Insights


Contact Center Analytics Component Insights


The global Contact Center Analytics market segmentation, based on component includes solutions, software. With 65.63% of total revenue, the solutions category led the market. A wide range of tools, technologies, and capabilities are included in contact centre analytics systems, allowing businesses to glean insightful information from customer interactions.


Contact Center Analytics Deployment Insights


The global Contact Center Analytics market segmentation, based on deployment, includes on-demand, on-site. The category that was based on-site made the most money. The organisation has a high demand for on-site deployment because it is so simple to adapt the programme to their needs.


Figure 1: Global Contact Center Analytics Market, by Deployment, 2022 & 2032 (USD Billion)


Global Contact Center Analytics Market, by Deployment, 2022 & 2032


Source: Secondary Research, Primary Research, MRFR Database and Analyst Review


Contact Center Analytics Organization Size Insights


The global Contact Center Analytics market segmentation, based on organization size, includes medium, large, and small. The largest revenue was produced by the large category. One of the main reasons why large businesses face a high call traffic is because of the demand for contact centre analytics among these businesses. Customer data is dispersed across all channels in major businesses.


Contact Center Analytics Application Insights


The global Contact Center Analytics market segmentation, based on application, includes customer experience management, real-time monitoring, workforce optimization, risk management, others. The most money was made in the customer experience management category. The benefits provided by contact centre analytics to customer experience management operations, such as decreased customer attrition rate, improved crisis management, and lower marketing expenses, can be linked to the segment growth.


Contact Center Analytics End-user Insights


The global Contact Center Analytics market segmentation, based on End-user, includes Retail, Healthcare, BFSI, Defense, Government, Manufacturing, Information Technology & Telecommunications, Energy, Others. The category for information technology & telecommunications brought in the most money. Due to their significant business process automation capabilities, contact centre analytics solutions are frequently used in the IT and telecom industries.


Contact Center Analytics Regional Insights


By region, the study provides the market insights into North America, Europe, Asia-Pacific and Rest of the World. The North America Contact Center Analytics Market dominated this market in 2022 (45.80%). The expansion of the market in North America can be ascribed to the presence of well-known companies there, like SAP SE, Oracle Corp., and Cisco Systems, Inc. Further, the U.S. Contact Center Analytics market held the largest market share, and the Canada Contact Center Analytics Market was the fastest growing market in the North America region.


Further, the major countries studied in the market report are The U.S., Canada, German, France, the UK, Italy, Spain, China, Japan, India, Australia, South Korea, and Brazil.


Figure 2: GLOBAL CONTACT CENTER ANALYTICS MARKET SHARE BY REGION 2022 (USD Billion)


GLOBAL CONTACT CENTER ANALYTICS MARKET SHARE BY REGION 2022


Source: Secondary Research, Primary Research, MRFR Database and Analyst Review


Europe Contact Center Analytics market accounts for the second-largest market share. This is a result of contact centres' strong demand for analytics. Further, the German Contact Center Analytics market held the largest market share, and the UK Contact Center Analytics market was the fastest growing market in the European region


The Asia-Pacific Contact Center Analytics Market is expected to grow at the fastest CAGR from 2023 to 2032. The high rate of smartphone and other mobile device usage in the region is a result of rising disposable income levels and more digitalization. Moreover, China’s Contact Center Analytics market held the largest market share, and the Indian Contact Center Analytics market was the fastest growing market in the Asia-Pacific region.


Contact Center Analytics Key Market Players & Competitive Insights


Leading market players are investing heavily in research and development in order to expand their product lines, which will help the Contact Center Analytics market, grow even more. Market participants are also undertaking a variety of strategic activities to expand their global footprint, with important market developments including new product launches, contractual agreements, mergers and acquisitions, higher investments, and collaboration with other organizations. To expand and survive in a more competitive and rising market climate, Contact Center Analytics industry must offer cost-effective items.


Manufacturing locally to minimize operational costs is one of the key business tactics used by manufacturers in the global Contact Center Analytics industry to benefit clients and increase the market sector. In recent years, the Contact Center Analytics industry has offered some of the most significant advantages to medicine. Major players in the Contact Center Analytics market, including Oracle Corporation, SAP SE, NICE Ltd., Genpact Limited, Genesys, 8X8 Inc., Cisco Systems, Inc., Enghouse Interactive, Servion Global Solutions, Verint Systems Inc., Mitel Networks Corporation, Five9, Inc., CallMiner, and others, are attempting to increase market demand by investing in research and development operations.


Intent-based solutions for networking, security, collaboration, apps, and the cloud are integrated by Cisco Systems Inc (Cisco). The company sells wireless equipment, controllers, access points, switches, modules, routers, and interfaces. The company's products and technology assist its customers in managing additional network connections from devices, users, and other entities. Oil and gas, education, financial services, government, healthcare, mining, sports, media, entertainment, retail, utilities, and transportation are just a few of the many industries that Cisco supports. Through its direct sales team and channel partners, which include service providers, system integrators, distributors, and resellers, it markets its solutions. Across the Americas, Europe, the Middle East, Africa, Asia-Pacific, Japan, and China, the company has business and operational presence. The US state of California is home to Cisco's corporate headquarters.


Enterprises can get cloud-based solutions from Oracle Corp (Oracle). The business provides hardware systems, application software, cloud infrastructure software, database and middleware software, and hardware. Additionally, it provides integrated cloud solutions, such as Software as a Service (SaaS) and Infrastructure as a Service (IaaS). Oracle offers licence updates, new licences, and solutions for related support for new On-Site applications. Through independent software and hardware manufacturers, system integrators, and resellers, the corporation distributes its solutions. Hardware, servers, storage, networking, and industry-specific devices are among its On-Site offerings, along with related support and services. Asia-Pacific, Europe, the Middle East, and the Americas are all regions in which the corporation operates. In the US, Austin, Texas, serves as the home base for Oracle.


Key Companies in the Contact Center Analytics market include




  • Oracle Corporation




  • SAP SE




  • NICE Ltd.




  • Genpact Limited




  • Genesys




  • 8X8 Inc.




  • Cisco Systems, Inc.




  • Enghouse Interactive




  • Servion Global Solutions




  • Verint Systems Inc.




  • Mitel Networks Corporation




  • Five9, Inc.




  • CallMiner




Contact Center Analytics Industry Developments


November 2020: For the acquisition of Accompany, Cisco paid $270 million in cash and assets. AI-powered "relationship intelligence platform" supports core value. Even if this is a minor matter for Cisco, the time restrictions added to its fascination.


Contact Center Analytics Market Segmentation


Contact Center Analytics Market Component Outlook (USD Billion, 2018-2032)




  • Software




  • Solutions




Contact Center Analytics Market Deployment Outlook (USD Billion, 2018-2032)




  • On-demand




  • On-Site




Contact Center Analytics Market Organization Size Outlook (USD Billion, 2018-2032)




  • Small




  • Medium




  • Large




Contact Center Analytics Market Application Outlook (USD Billion, 2018-2032)




  • Real-time monitoring




  • Workforce Optimisation




  • Risk Management




  • Others




Contact Center Analytics Market End-user Outlook (USD Billion, 2018-2032)




  • Retail




  • Healthcare




  • BFSI




  • Government




  • Military




  • Manufacturing




  • Information Technology & Telecommunications




  • Energy




  • Others




Contact Center Analytics Market Regional Outlook (USD Billion, 2018-2032)




  • North America



    • U.S.




    • Canada






  • Europe



    • Germany




    • France




    • UK




    • Italy




    • Spain




    • Rest of Europe






  • Asia-Pacific



    • China




    • Japan




    • India




    • Australia




    • South Korea




    • Australia




    • Rest of Asia-Pacific






  • Rest of the World



    • Middle East




    • Africa




    • Latin America





Report Scope:

Report Attribute/Metric Details
Market Size 2022 USD 1.9 Billion
Market Size 2023 USD 2.2 Billion
Market Size 2032 USD 9.1 Billion
Compound Annual Growth Rate (CAGR) 9.16% (2023-2032)
Base Year 2022
Market Forecast Period 2023-2032
Historical Data 2018- 2022
Market Forecast Units Value (USD Billion)
Report Coverage Revenue Forecast, Market Competitive Landscape, Growth Factors, and Trends
Segments Covered Component, Deployment, Organization Size, Application, End-user and Region
Geographies Covered North America, Europe, Asia Pacific, and the Rest of the World
Countries Covered The U.S., Canada, German, France, UK, Italy, Spain, China, Japan, India, Australia, South Korea, and Brazil
Key Companies Profiled Oracle Corporation, SAP SE, NICE Ltd., Genpact Limited, Genesys, 8X8 Inc., Cisco Systems, Inc., Enghouse Interactive, Servion Global Solutions, Verint Systems Inc., Mitel Networks Corporation, Five9, Inc., CallMiner
Key Market Opportunities Increasing customer expectations
Key Market Dynamics Rising focus on customer-centric strategies




Frequently Asked Questions (FAQ) :

The global Contact Center Analytics market size was valued at USD 1.9 Billion in 2022.

The global market is projected to grow at a CAGR of 9.16% during the forecast period, 2023-2032.

North America had the largest share in the global market

The key players in the market are Oracle Corporation, SAP SE, NICE Ltd., Genpact Limited, Genesys, 8X8 Inc., Cisco Systems, Inc., Enghouse Interactive, Servion Global Solutions, Verint Systems Inc., Mitel Networks Corporation, Five9, Inc., CallMiner.

The Solutions category dominated the market in 2022.

Key Questions Answered

  • Global Market Outlook
  • In-depth analysis of global and regional trends
  • Analyze and identify the major players in the market, their market share, key developments, etc.
  • To understand the capability of the major players based on products offered, financials, and strategies.
  • Identify disrupting products, companies, and trends.
  • To identify opportunities in the market.
  • Analyze the key challenges in the market.
  • Analyze the regional penetration of players, products, and services in the market.
  • Comparison of major players’ financial performance.
  • Evaluate strategies adopted by major players.
  • Recommendations
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