Market Overview:
Contact Center Analytics are primarily used to measure the performance of customer service representatives individually and as a whole. These analytics help to accelerate an organization’s capability to understand customer trends so as to enable customer interaction channels with operational, training and decision making analytics.
With the real-time access to insights and enhanced understanding of intent and reason, organizations can proactively respond to the trending needs of customers, while reducing costs and improving efficiencies. Over the past few years, businesses are rising in numbers, along with a growing demand for improved customer experience management solutions. Resultantly, the increasing uptake of contact center analytics is spurring the market growth.
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Recognizing the traction, the market is witnessing currently; Market Research Future (MRFR) has recently published a study report giving out the complete market insight up till 2023. According to MRFR, the global Contact Center Analytics market will reach approximately 1.5 Bn. USD by 2023, posting a CAGR of 16% during the assessment period 2017 – 2023.
Furthermore, factors such as increasing the proliferation of cloud computing, and the growing compliance requirements are estimated to bolster the growth of the market over the review period. Contact centers are continually improving the multichannel and cross-channel customer experience which in turn, is fostering the market growth, increasing the uptake of contact center analytics.
On the other hand, factors inhibiting the market growth include technical incompetence of developers and users due to this technology (contact center analytics) still being in the nascent stage, and the reluctance of the market players for investments inhibits the market growth.
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.
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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Intended Audience
- Manufacturers
- Distributors
- Research firms
- Consultancy firms
- Software Developers
- Vendors
- Semiconductor Manufacturers
- End-user sectors
- Technology Investors
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At Market Research Future (MRFR), we enable our customers to unravel the complexity of various industries through our Cooked Research Report (CRR), Half-Cooked Research Reports (HCRR), Raw Research Reports (3R), Continuous-Feed Research (CFR), and Market Research & Consulting Services.
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