Market Highlights

The contact center analytics solutions system helps to identify the customer needs, product problems and thereby provides solutions to improve the customer lifecycle. Increasing demand for customer’s satisfaction, the increasing demand for customer experience management, retaining the customers and competitive environment are the factors boosting the growth of the Contact Center Analytic Market. The market is expected to have high growth over the forecast period.

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.

According to Market Research Future, market has been segmented into touch point, end-users and region.

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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.

Segmentation:

On the basis of application, the market has been segmented into workforce optimization, risk management, customer experience management and real time monitoring. Out of these, customer experience management accounted for the largest market share, because of automatically assigning a reason for all customer contacts based on speech, text, desktop and transaction analytics. Also, predictive analytics capabilities enable contact centers to detect and analyze cross-channel behavior patterns.

On the basis of end-users, the market has been segmented into banking & finance, manufacturing, government, it & telecommunications, energy & utilities, healthcare, automotive, media & entertainment among others.

On the basis of region, the market has been bifurcated into North-America, Europe, Asia-Pacific and Rest of the world.

Market Research Future Analysis

The global contact center analytics market is expected to grow significantly over the forecast period, 2017-2023. BFSI and healthcare segment of contact center analytics market globally drives the market. The market is expected to have higher growth rate as compared to the previous years.

North America region accounted for the largest market share because of the technological advancements, increasing e-commerce and m-commerce and growing need for regional customer satisfaction. Also, the Asia-Pacific region is expected to grow at a fast pace over the forecast period, 2017-2023. The region is attributed to the growth in the manufacturing hub and the growth in digitalization.

Intended Audience

Manufacturers
Distributors
Research firms
Consultancy firms
Software Developers
Vendors
Semiconductor Manufacturers
End-user sectors
Technology Investors
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TABLE OF CONTENTS

1 Market Introduction

1.1 Introductio

1.2 Scope Of Study

1.2.1 Research Objective

1.2.2 Assumptions

1.2.3 Limitations

1.3 Market Structure

2 Research Methodology

2.1 Research Network Solution

2.2 Primary Research

2.3 Secondary Research

2.4 Forecast Model

2.4.1 Market Data Collection, Analysis & Forecast

2.4.2 Market Size Estimation

 3 Market Dynamics

3.1 Introduction

3.2 Market Drivers

3.3 Market Challenges

3.4 Market Opportunities

3.5 Market Restraints

4 Executive Summary

Market Factor Analysis
5.1 Porter’s Five Forces Analysis

5.2 Supply Chain Analysis

Continued…

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