Global contact center analytics industry expected to reach $5.75 billion by 2030


DUBLIN, May 10, 2022 /PRNewswire/ — The “Contact Center Analytics Market Size, Share and Trend Analysis Report by Solution, by Service, by Deployment, by Enterprise Size, by Application, by end-use, by region and segment forecast, 2022-2030” report has been added to from offer.

The Global Contact Center analytic the market size is expected to reach USD 5.75 billion by 2030, expanding to one CAGR 19.3% over the forecast period.

The growing need for contact center companies to track and measure business performance at every level is expected to drive the market growth. Contact center analytics also allows companies to reduce overhead and operational expenses. Funding raised by contact center service providers is also expected to drive the market growth. For example, in May 2021ASAPP, Inc., a customer experience company focused on artificial intelligence (AI) research, announced that it has raised $120 million. The company would use this funding to expand its portfolio and market reach.

Companies are partnering with technology solution providers to enhance their offerings. For example, in July 2021, Clarabridge, Inc., a speech analytics provider, announced that it has joined the ISV partner program of Five9, an intelligent cloud contact center provider. This partnership has enabled Five9 customers to connect analytics and contact center management.

The COVID-19 pandemic has had a positive impact on the growth of the market in 2021. The pandemic has driven automation and digitization initiatives in contact centers due to changing customer needs and changing business structures. employee work. Contact center agents have shifted to a remote work model due to the pandemic to stem the spread of the virus, creating the need for contact center analytics among contact centers of various companies:

Contact Center Analytics Market Report Highlights

  • The speech analytics solutions segment led the market in 2021 due to the wide use of these solutions to improve service quality, customer experience and reduce operating expenses.
  • Integration and deployment services segment dominated the market in 2021 and is expected to maintain its dominance over the forecast period due to high demand for these services among organizations to reduce data loss or theft .
  • The hosted deployment segment is expected to witness the fastest CAGR during the forecast period. Hosted deployment eliminates the need to regularly upgrade systems.
  • The SME segment is expected to witness the fastest CAGR during the forecast period. Analytics solutions are widely adopted by many SMBs as these solutions help track customer data and improve agent productivity.
  • The workforce optimization applications segment is expected to register the fastest CAGR during the forecast period. Workforce optimization solutions provide multiple analytics capabilities, such as quality management and interaction analytics, that enable contact centers to improve their workforce operations .
  • The consumer and end-use goods retail segment is expected to have the highest CAGR from 2022 to 2030 due to the wide adoption of contact center analytics in this segment to deliver personalized experience to customers .
  • The North American Customer Service Management Association (NACSMA) focuses on promoting the use of advanced technologies in the contact center industry and helping companies deliver an improved customer experience. This is expected to drive the growth of the regional market.

Main topics covered:

Chapter 1 Methodology and Scope

Chapter 2 Executive Summary

Chapter 3 Contact Center Analytics Industry Outlook
3.1 Market Segmentation and Scope
3.2 Market Size and Growth Prospects
3.3 Value Chain Analysis of Contact Center Analytics Market
3.3.1 Vendor landscape
3.4 Contact Center Analytics Market Dynamics
3.4.1 Market Driver Analysis Growing Demand for Better Customer Experience Management Solutions Rise in demand for speech and text analytics
3.4.2 Market Restraint Analysis High investment cost
3.5 Mapping Penetration and Growth Prospects
3.6 Contact Center Analytics Market – Porter’s Five Forces Analysis
3.7 Contact Center Analytics Market Analysis – PESTEL

Chapter 4 Contact Center Analytics Solution Outlook
4.1 Contact Center Analytics Market Share by Solution, 2021
4.2 Cross-channel analytics
4.2.1 Contact Center Cross-Channel Analytics Market, 2017 – 2030
4.3 Performance analysis
4.3.1 Contact Center Performance Analytics Market, 2017 – 2030
4.4 Predictive analysis
4.4.1 Contact Center Predictive Analytics Market, 2017 – 2030
4.5 Speech analysis
4.5.1 Contact Center Voice Analytics Market, 2017 – 2030
4.6 Text analysis
4.6.1 Contact Center Text Analytics Market, 2017 – 2030

Chapter 5 Contact Center Analytics Service Outlook
5.1 Contact Center Analytics Market Share by Service, 2021
5.2 Integration and deployment
5.2.1 Integration and Deployment Service in Contact Center Analytics Market, 2017- 2030
5.3 Support and maintenance
5.3.1 Help desk and maintenance service in Contact Center Analytics Market, 2017 – 2030
5.4 Training & Consulting
5.4.1 Training and Consulting Service in Contact Center Analytics Market, 2017 – 2030
5.5 Managed Services
5.5.1 Managed Service in Contact Center Analytics Market, 2017 – 2030

Chapter 6 Contact Center Analytics Deployment Outlook
6.1 Contact Center Analytics Market Share by Deployment, 2021
6.2 Hosted
6.2.1 Hosted Contact Center Analytics Market, 2017 – 2030
6.3 On-site
6.3.1 On-premises Contact Center Analytics Market, 2017 – 2030

Chapter 7 Contact Center Analytics Enterprise Size Outlook
7.1 Contact Center Analytics Market Share by Company Size, 2021
7.2 Large companies
7.2.1 Contact Center Analytics Market in Major Enterprises, 2017 – 2030
7.3 Small and medium enterprises
7.3.1 Small & Medium Enterprise Contact Center Analytics Market, 2017 – 2030

Chapter 8 Perspectives of Contact Center Analytics Application
8.1 Contact Center Analytics Market Share by Application, 2021
8.2 Automatic Call Distributor
8.2.1 Automatic Call Distributor Contact Center Analytics Market, 2017 – 2030
8.3 Customer experience management
8.3.1 Contact Center Analytics Market for Customer Experience Management, 2017 – 2030
8.4 Log management
8.4.1 Log Management Contact Center Analytics Market, 2017 – 2030
8.5 Real-Time Monitoring and Reporting
8.5.1 Contact Center Analytics Market for Real-Time Monitoring and Reporting, 2017 – 2030
8.6 Risk and Compliance Management
8.6.1 Contact Center Analytics for Risk and Compliance Management Market, 2017 – 2030
8.7 Workforce Optimization
8.7.1 Contact Center Analytics for Workforce Optimization Market, 2017 – 2030
8.8 Others
8.8.1 Contact Center Analytics Market for Other Applications, 2017 – 2030

Chapter 9 End-Use Prospects of Contact Center Analytics
9.1 Contact Center Analytics Market Share by End Use, 2021
9.2 BFSI
9.2.1 Contact Center Analytics Market in BFSI, 2017 – 2030
9.3 Consumer goods and retail
9.3.1 Consumer Goods and Retail Contact Center Analytics Market, 2017 – 2030
9.4 Government
9.4.1 Government Contact Center Analytics Market, 2017 – 2030
9.5 Healthcare
9.5.1 Healthcare Contact Center Analytics Market, 2017 – 2030
9.6 IT & Telecom
9.6.1 Contact Center Analytics in IT & Telecom Market, 2017 – 2030
9.7 Travel and Hospitality
9.7.1 Contact Center Analytics in Travel and Hospitality Market, 2017 – 2030
9.8 Others
9.8.1 Contact Center Analytics Market in Other End Uses, 2017 – 2030

Chapter 10 Regional Outlook of Contact Center Analysis

Chapter 11 Competitive Analysis
11.1 Recent Developments and Impact Analysis, by Major Market Players
11.2 Business categorization
11.3 Vendor Landscape
11.3.1 Key Company Ranking/Company Market Share Analysis, 2021
11.4 Business Analytics Tools
11.4.1 Company Market Position Analysis
11.4.2 Competitive Scorecard Analysis

Chapter 12 Competitive Landscape
12.1 8X8 inc.
12.1.1 Company Overview
12.1.2 Financial performance
12.1.3 Product Benchmarking
12.1.4 Strategic Initiatives
12.2 Call Miner
12.2.1 Company Overview
12.2.2 Financial performance
12.2.3 Product Benchmarking
12.2.4 Strategic Initiatives
12.3 Cisco Systems Inc.
12.3.1 Company Overview
12.3.2 Financial performance
12.3.3 Product Benchmarking
12.3.4 Strategic Initiatives
12.4 Interactive Enghouse
12.4.1 Company Overview
12.4.2 Financial performance
12.4.3 Product Benchmarking
12.4.4 Strategic Initiatives
12.5 Five9, Inc.
12.5.1 Company Overview
12.5.2 Financial performance
12.5.3 Product Benchmarking
12.5.4 Strategic Initiatives
12.6 Genesys
12.6.1 Company Overview
12.6.2 Financial performance
12.6.3 Product Benchmarking
12.6.4 Strategic Initiatives
12.7 Genpact Limited
12.7.1 Company Overview
12.7.1 Financial performance
12.7.2 Product Benchmarking
12.7.3 Strategic Initiatives
12.8 Mitel Networks Corporation
12.8.1 Company Overview
12.8.2 Financial performance
12.8.3 Product Benchmarking
12.8.4 Strategic Initiatives
12.9 Nice Ltd.
12.9.1 Company Overview
12.9.2 Financial performance
12.9.3 Product Benchmarking
12.9.4 Strategic Initiatives
12.10 Oracle Corporation
12.10.1 Company Overview
12.10.2 Financial performance
12.10.3 Product Benchmarking
12.10.4 Strategic Initiatives
12.11 SAP OS
12.11.1 Company Overview
12.11.2 Financial performance
12.11.3 Product Benchmarking
12.11.4 Strategic Initiatives
12.12 Verint Systems Inc.
12.12.1 Company Overview
12.12.2 Financial performance
12.12.3 Product Benchmarking
12.12.4 Strategic Initiatives

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