Global Contact Center Analytics Market Analysis

According to Verified Market Intelligence, the Global Contact Center Analytics Market is projected to reach 2,398.3 million by 2025 from an estimated value of 723.2 million in 2017, growing at a CAGR of 16.2% from 2018 to 2025.

What is Contact Center Analytics?

With rapid technological developments, the call centers need to broaden up its categories in various domains such as customer outreach. Thus, the idea of contact center was introduced. Unlike call centers, contact center uses various modes of communication such as social networking e-mails, etc. to reach out the customers. Contact center analytics platform is involved in integrating data from multiple customer channels and enterprise systems. Contact center analytics enables data integration, customer experience analysis, data analysis, performance assessment, and business intelligence analytics. Contact center analytics can be deployed as an on-premises and cloud based solution. Increasing demand for enhanced customer experience management contributes in the growth of Contact Center Analytics Market.



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Global Contact Center Analytics Market Outlook

In the report, the market outlook section mainly encompasses fundamental dynamics of the market which include drivers, restraints, opportunities and challenges faced by the industry. Drivers and Restraints are intrinsic factors whereas opportunities and challenges are extrinsic factors of the market.

Increasing demands for predictive analytics and real-time monitoring along with growing requirement for better customer experience management solutions have been driving the global contact center analytics market. Other than this, concerns regarding data privacy could hamper the overall growth rate of the market at a global level.

Verified Market Intelligence narrows down the available data using primary sources to validate the data and use it in compiling a full-fledged market research study. The report contains a quantitative and qualitative estimation of market elements which interests the client. The “Global Contact Center Analytics Market” is mainly bifurcated into sub-segments which can provide a classified data regarding latest trends in the market. This can be of a great use in gaining knowledge about the cutting-edge technologies in the market.



Global Contact Center Analytics Market Competitive Landscape

The “Global Contact Center Analytics Market” study report will provide a valuable insight with an emphasis on global market including some of the major players such as Cisco Systems Inc., Genpact Limited, Verint Systems Inc., 8×8, Inc., Genesys, Oracle Corporation, Mitel Networks Corporation and SAP SE. Our market analysis also entails a section solely dedicated for such major players wherein our analysts provide an insight to the financial statements of all the major players, along with its product benchmarking and SWOT analysis. The competitive landscape section also includes key development strategies, market share and market ranking analysis of the above mentioned players globally.



Global Contact Center Analytics Market Segmentation, by Application

On the basis of application, Global Contact Center Analytics Market is classified into:

Customer experience management
Automatic call distributor
Real-time monitoring and reporting
Log management
Risk and compliance management
Workforce optimization
Customer Experience Management held the largest market share in the year 2017 and is expected to dominate the market over the forecast period.



Global Contact Center Analytics Market Segmentation, by Vertical

On the basis of Vertical, Global Contact Center Analytics Market is classified into:

Healthcare
Government and defense
IT and telecom
Banking, financial services, and insurance (BFSI)
Travel and hospitality
Retail and e-commerce
Others
The BFSI segment dominated the market in 2017 and is projected to lead the market over the forecast period. Contact center analytic plays an important role in various fronts of banking, financial services, and insurance (BFSI) sector. It helps the BFSI service providers in creating customized products & platforms and expanding its geographic existence globally at a rapid pace. It allows the BFSI industry to offer services on multiple platforms such as online, mobile, social media and many more.



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