Contact Center Analytics Market by Component (Software, Services); Deployment Model (On-Premises, Cloud); Organization Size (Large Enterprises, Small and Medium-Sized Enterprises); Application (Automatic Call Distributor, Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Optimization, Customer Experience Management, Others); Industry Vertical (Healthcare and Life sciences, BFSI, Manufacturing, Retail and Consumer Goods, Telecom and IT, Energy and Utilities, Government and Defense, Others): Global Market Size Estimates and Forecast (2022

Code: BMIRE00026196 | Pages: 100 | Industry: Technology, Media and Telecommunications | Date: Sep 2022 | Type: Global

The Contact Center Analytics market crossed US$ 1.8 billion mark in 2022 and is expected to hit US$ 5.8 billion by 2030, recording a CAGR of 15.6% during the forecast period.

Contact center analytics market has been significantly growing with the adoption of cutting-edge contact center technologies

Combining advanced technologies with analytics that quickly adapts to dynamic customer preferences helping contact center organizations with improved responsiveness and consistent experience. On the other hand, software-based telephone technologies allow contact centers to communicate with their customers through their computer systems without needing a typical telephone system. Furthermore, modern contact centers has benefited by offering features, such as real-time monitoring and analysis of interactions between agents and customers, and providing personalized responses and video activation to join face-to-face video calls by adopting advanced analytics technologies, such as customer, performance, and predictive analytics.

Within the report, the Contact Center Analytics market is segmented into component, deployment model, organization size, application, industry vertical. On the basis of component, the market is segmented as software, services. On the basis of deployment model, the market is segmented as on-premises, cloud. On the basis of organization size, the market is segmented as large enterprises, small and medium-sized enterprises. On the basis of application, the market is segmented as automatic call distributor, log management, risk and compliance management, real-time monitoring and reporting, workforce optimization, customer experience management, others. On the basis of industry vertical, the market is segmented as healthcare and life sciences, BFSI, manufacturing, retail and consumer goods, telecom and IT, energy and utilities, government and defense, others. Geographically, the Contact Center Analytics market is subsegmented into North America, Europe, Asia Pacific, South & Central America, and Middle East & Africa. The Contact Center Analytics market in Asia Pacific holds the highest growth rate and is expected to retain its position during the forecast period (2022-2030). The high growth is due to the presence of most populous countries such as China and India in the region.

IT and Telecom segment in industry vertical to hold significant growth of Contact Center Analytics market during the forecast period (2022-2030)

Based on industry vertical, the IT and telecom segment is estimated to account for a significant contact center analytics market growth during the forecast period. The IT and telecom industry is a pioneer in implementing new technologies. IT & telecom industry are widely adopted contact center analytics solutions in the owing to their extensive business process automation competences. Further, contact center solutions allows IT & telecom agents to manage all inbound customer interactions and drive end-to-end service request management. Furthermore, contact center analystics solutions offer a wide range of benefits, such as better operations cost savings, customer satisfaction, and business intelligence. Contact center analytics solutions are also used by IT & telecom companies to identify factors impacting their customer experience.

Rising consumers  demand for self-service interactions is one of the major factors accelerating the contact center analytics market growth.

To find solutions to customers questions, customers prefer real-time communication with their contact center agents. The waiting time involved in connecting to an agent ruins the customer experience. Improving customer satisfaction is a top significance for most organizations, as customer experience plays an important role in maintaining customer relationships. Combining advanced contact center technologies and powerful self-service bots like artificial intelligence, machine learning, and analytics enables organizations to deliver enhanced customer experiences. These technologies also helped call centers cope with the number of incoming calls during and after the COVID-19 crisis.

Contact Center Analytics Market

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Recent strategic developments in Contact Center Analytics market

The Contact Center Analytics market has undergone several significant developments, and a few of these have been mentioned below:

  • In March 2022, 8x8 launched a new 8x8 contact center composed experience, transforming the contact center agent role. 8x8 Agent Workspace is a fully browser-based, design-led interface, delivering a tailored and intuitive experience that uniquely blends a single application's contact center and unified communications capabilities.
  • In January 2022, VirtualPBX launched an updated business phone lineup – VirtualPBX Flex and VirtualPBX Pro. The Flex and Pro Plan takes customers through a straightforward self-service sign-up process, creating a more streamlined experience for the user.

The Contact Center Analytics market is driven by several players by implementing strategic activities such as investments, new launches, mergers & acquisitions, and partnerships. 8x8, Inc.; Cisco Systems, Inc.; Enghouse Interactive; Five9, Inc.; Genesys; Mitel Networks Corp; NICE Systems Ltd.; Oracle; SAP SE; and Verint are among the prominent players operating in the Contact Center Analytics market.

Target audience for the report:

  • Contact Center Analytics software providers
  • Contact Center Analytics service providers
  • Contact Center Analytics associations, organizations, forums, and alliances
  • Venture capitalists, private equity firms, and start-up companies
  • End users of Contact Center Analytics
  • Research institutes, organizations, and consulting companies

Scope of the report:

In this report, the Contact Center Analytics market has been segmented on the basis of:

  • Component
    • Software
    • Services
  • Deployment Model
    • On-Premises
    • Cloud
  • Organization Size
    • Large Enterprises
    • Small and Medium-Sized Enterprises
  • Application
    • Automatic Call Distributor
    • Log Management
    • Risk and Compliance Management
    • Real-Time Monitoring and Reporting
    • Workforce Optimization
    • Customer Experience Management
    • Others
  • Industry Vertical
    • Healthcare and Life sciences
    • BFSI
    • Manufacturing
    • Retail and Consumer Goods
    • Telecom and IT
    • Energy and Utilities
    • Government and Defense
    • Others
  • Region
    • North America
    • Europe
    • Asia Pacific (APAC)
    • South & Central America
    • Middle East & Africa
  • Companies profiled
    • 8x8, Inc.
    •  Cisco Systems, Inc.
    •  Enghouse Interactive
    •  Five9, Inc.
    •  Genesys
    •  Mitel Networks Corp
    •  NICE Systems Ltd.
    •  Oracle
    •  SAP SE
    •  Verint

Companies profiled

- 8x8, Inc.

- Cisco Systems, Inc.

- Enghouse Interactive

- Five9, Inc.

- Genesys

- Mitel Networks Corp

- NICE Systems Ltd.

- Oracle

- SAP SE

- Verint

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