The contact center analytics global market report 2024 from The Business Research Company provides comprehensive market statistics, including global market size, regional shares, competitor market share, detailed segments, trends, and opportunities. This report offers an in-depth analysis of current and future industry scenarios, delivering a complete perspective for thriving in the industrial automation software market.
Contact Center Analytics Market, 2024 report by The Business Research Company offers comprehensive insights into the current state of the market and highlights future growth opportunities.
Market Size –
The contact center analytics market size has grown rapidly in recent years. It will grow from $1.95 billion in 2023 to $2.27 billion in 2024 at a compound annual growth rate (CAGR) of 16.8%. The growth in the historic period can be attributed to shift towards cloud-based solutions, customer-centric focus, multichannel communication analysis, operational efficiency optimization, speech and sentiment analysis adoption.
The contact center analytics market size is expected to see rapid growth in the next few years. It will grow to $4.26 billion in 2028 at a compound annual growth rate (CAGR) of 17.0%. The growth in the forecast period can be attributed to increasing emphasis on customer experience, rise in omnichannel communication analysis, demand for real-time insights, continued focus on operational efficiency. Major trends in the forecast period include scalability and cloud adoption, personalization and customer segmentation, employee performance enhancement, speech and sentiment analysis, compliance and security monitoring, advancements in ai and machine learning integration.
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Scope Of Contact Center Analytics Market
The Business Research Company’s reports encompass a wide range of information, including:
1. Market Size (Historic and Forecast): Analysis of the market’s historical performance and projections for future growth.
2. Drivers: Examination of the key factors propelling market growth.
3. Trends: Identification of emerging trends and patterns shaping the market landscape.
4. Key Segments: Breakdown of the market into its primary segments and their respective performance.
5. Focus Regions and Geographies: Insight into the most critical regions and geographical areas influencing the market.
6. Macro Economic Factors: Assessment of broader economic elements impacting the market.
Contact Center Analytics Market Overview
Market Drivers –
The increase in demand for predictive analytics and real-time monitoring is expected to propel the growth of the contact center analytics market going forward. Predictive analytics and real-time monitoring are the process of extracting useful information from various external and internal data sources in real-time to predict future outcomes and carry out efficient business operations. Predictive analytics and real-time monitoring help contact center analytics identify opportunities and enhance their business operations, such as better customer experience, improving customer retention rates, developing strategies, and others. For instance, in July 2021, an article published by Al Reyami Technologies LLC, a UAE-based IT Solutions company, approximately 52% of businesses use advanced and predictive analytics to offer better operational insights and contextual intelligence. Therefore, the increase in demand for predictive analytics and real-time monitoring is driving the growth of the contact center analytics market.
Market Trends –
New product innovation is the key trend gaining popularity in the contact center analytics market. Major companies operating in the contact center analytics market are focused on innovating new products that could provide better solutions for contact center analytics used in call centers or businesses involving high volume calls and strengthen their position. For instance, in October 2022, Qualtrics, a US-based software company, introduced Real-Time Agent Assist and Automated Call Summaries solutions for call centers. These solutions use AI and machine learning to provide personalized coaching and suggestions to contact center agents during customer calls. The Real-Time Agent Assist solution helps agents improve their customer support skills by analyzing conversations in real-time and offering prompts for improvement. Automated call summaries generate summaries of each customer call, including sentiment, topics discussed, and action items. This information can be used to enhance agent performance and track the overall performance of the contact center.
The contact center analytics market covered in this report is segmented –
1) By Component: Software, Services
2) By Deployment Mode: Cloud, On Premise
3) By Enterprise Size: Large Enterprises, Small and Medium Enterprises
4) By Applications: Automatic Call Distributor, Log Management, Risk and Compliance Management, Real-time Monitoring and Reporting, Workforce Optimization, Customer Experience Management, Other Applications
5) By Verticals: BFSI, Healthcare and Life Sciences, Manufacturing, Retail and Consumer Goods, Energy and Utilities, Telecom and IT, Travel and Hospitality, Government and Defense, Other Verticals
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Regional Insights –
North America was the largest region in the contact center analytics market share in 2023. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the contact center analytics market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa.
Key Companies –
Major companies operating in the contact center analytics market report are Cisco Systems Inc., Genpact, Oracle Corporation, Avaya Holdings Corp., NICE Ltd., SAP SE, 8×8 Inc., Talkdesk, Genesys Telecommunications Laboratories Inc., CallMiner, Enghouse Interactive Inc., Five9 Inc., Verint Systems Inc., Mitel Networks Corporation, Servion Global Solutions, Aspect Software Inc., Clarabridge Inc., Calabrio Inc., ZOOM International, Clarify360, Sabio Ltd., Voci Technologies, Xdroid, Pindrop Security, Cognitivescale, Uniphore, Observe.AI, Gridspace, VoiceBase, Deepgram, Cresta AI, DIALPAD INC., Adastra Corporation
Table of Contents
1. Executive Summary
2. Contact Center Analytics Market Report Structure
3. Contact Center Analytics Market Trends And Strategies
4. Contact Center Analytics Market – Macro Economic Scenario
5. Contact Center Analytics Market Size And Growth
…..
27. Contact Center Analytics Market Competitor Landscape And Company Profiles
28. Key Mergers And Acquisitions
29. Future Outlook and Potential Analysis
30. Appendix
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