Contact center analytics is a set of analytical tools that helps organizations in reducing operational cost while maintaining customer satisfaction. The primary objectives of these analytical tools are to identify and track key performance indicators (KPIs) and draw meaningful insights related to business intelligence (BI). Interaction analytics, one of the significant tools in contact center analytics automatically captures unstructured data from various sources such as social media interaction, emails, chat transcriptions and recorded calls and convert it into structured data. These solutions can be deployed at on-premise or over cloud infrastructures.

Increasing demand for improved customer experience management solutions

Growing demand for improved customer experience management solutions is one of the major factors contributing to the growth of the global contact center analytics market. Over the past few years, the expectations of getting better customer service in almost every sector have increased. With the penetration of eCommerce businesses across the globe, customers have access to several products and sellers online. Nowadays, customers select their products and service not only based on their expected product price, quality and variety but also based on better customer service. Contact center analytics is one of the crucial elements in customer service as it is the second touchpoint after an eCommerce website or retailer.

Need for contact center workforce performance management

The increasing necessity of performance management of the contact center workforce efficiently is another factor driving the growth of the contact center analytics market around the world. Businesses across the globe facilitate their contact center operation by effective communication of its products and services. Thus, it is very essential to manage their contact center workforce effectively. Moreover, the rising adoption of speech and text analytics solutions is further expected to have a significant impact on the global contact center analytics market over the forecasted period. Organizations have deployed such analytical tools through a combination of social media and internal as well as external recorded data to develop innovative analytical solutions, which further help in gaining a better understanding of consumer requirements.

The customer experience management application holds a significant market share

Customer experience management, real-time monitoring and reporting, workforce optimization, risk and compliance management, and others are some of the applications analyzed in this market. Among these applications, the customer experience analytics segment is anticipated to have a significant market share during the analysis period. Customer experience analytics provides a complete view of the customer journey by collecting data from transactions, customer interactions, agent feedbacks, etc.

North America holds the largest share in the global market

Geographic regions included in the global contact center analytics market study are North America, Europe, Asia Pacific, South America, and Middle East & Africa along with its major countries. Among these, North America is expected to hold the largest share in the global contact center analytics market over the forecasted period. The strong presence of big companies such as SAP SE, Oracle, and Cisco and their customer contact centers is the reason behind the high adoption of on-premise and cloud-based analytics solutions in North America. These companies have adopted various analytics solutions in order to convert their customer data into revenue. Moreover, technological advancements and increased adoption of speech and text analytics are some of the factors contributing to the growth of the contact center analytics market in the region.

Key Market Players

    •    Cisco Systems, Inc.
    •    Genpact Limited
    •    Oracle Corporation
    •    Mitel Networks Corporation
    •    SAP SE
    •    Nice Ltd.
    •    Enghouse Interactive
    •    Verint Systems Inc.
    •    Servion Global Solutions
    •    Genesys
    •    Others

Market Segments: Contact Center Analytics Market 

• By Component
  • Software
  • Service
• By Application
  • Customer Experience Management
  • Real-time Monitoring and Reporting
  • Workforce Optimization
  • Risk and Compliance Management
  • Others
• By End-User
  • BFSI
  • Manufacturing
  • Retail and Consumer Goods
  • Telecom and IT
  • Energy and Utilities
  • Travel and Hospitality
  • Others
• By Region (tentative)
  • North America
    • US
    • Canada
    • Mexico
  • Europe
    • Germany
    • France
    • UK
    • Russia
  • Asia Pacific
    • China
    • India
    • South Korea
    • Japan
    • South-East Asia
  • The Middle East and Africa
    • Saudi Arabia
  • South America
    • Brazil

Key Sources 

    •    Industry Associations
    •    Patent Websites
    •    Company Annual Reports
    •    Company Websites
    •    Key industry leaders
    •    Technology consultants
    •    Others

Key Questions Answered

    •    What are the key growth regions and countries?
    •    What are the important types and technologies being used?
    •    What are the market players doing, in terms of research and development?
    •    Which are the new applications for this market?
    •    What are the integrations happening?
    •    What are the recent news, developments, mergers, or large value deals?

Key Stakeholders

    •    Communication Equipment Manufacturers
    •    Technology Support Providers
    •    Original Equipment Manufacturers (OEMs)
    •    Software Service Providers
    •    Regulatory Authorities
    •    Research and Innovation Organizations
    •    Technocrats
    •    Suppliers and Distributors
    •    Other Channel Partners
    •    Quality Control Organizations
    •    Environmental Authorities