BFSI Contact Center Analytics Market (By Solution: Cross-channel, Performance Analytics, Predictive, Speech, Text Analytics; By Service: Integration & Deployment, Support & Maintenance, Training & Consulting, Managed Services; By Deployment: Hosted, On-premise; By Enterprise Size: Large Enterprises, Small & Medium Enterprises; By Application; By Vertical) - Global Industry Analysis, Size, Share, Growth, Trends, Revenue, Regional Outlook 20212030

The global BFSI contact center analytics market size is expected to be worth around US$ 952.5 million by 2030, according to a new report by Vision Research Reports.

The global BFSI contact center analytics market size was valued at US$ 3050.2 million in 2020 and is anticipated to grow at a CAGR of 20.3% during forecast period 2021 to 2030.

Report Coverage

Growth Factors

 The BFSI sector increasingly demands contact center analytic solutions to analyze customer data and improve customer experience. The increasing efforts of BFSI firms to improve their operational performance and address customer requirements is also one of the major factors driving the market growth. The market growth can be attributed to the increased demand for contact centers among banks, financial institutions, credit unions, and other businesses for improving their customer experience.

Report Highlights

The speech analytics segment dominated the market in 2020 and accounted for over 34.0% share of the global revenue. This can be attributed to the rise in demand for speech analytics among banks to obtain information from recorded calls using data mining. The performance analytics segment is anticipated to grow at a promising pace over the forecast period.

The segment growth can be attributed to the rise in demand for performance analytics among BFSI firms. The integration and deployment segment dominated the market in 2020 and accounted for over 52.0% share of the global revenue. Benefits offered by integration and deployment services, such as improved customer engagement and optimized agent performance, are driving the segment growth. 

The on-premise segment dominated the market in 2020 and accounted for over 59.0% share of the global revenue. The demand for on-premise contact center analytics is growing among BFSI firms as it allows easy customizations depending on the client’s banking activities. 

The large enterprise segment dominated the market in 2020 and accounted for over 68.0% share of the global revenue. The demand for contact center analytics solutions is growing among large banks that are constantly on the lookout for solutions that can improve their customer satisfaction and reduce operational costs. Additionally, big insurance companies also demand contact center analytics to reduce their fraud claims. 

The customer experience management segment dominated the market in 2020 and accounted for over an 28.0% share of the global revenue. Customer experience management solutions enable banks to optimize their customer experience by monitoring, managing, and designing banking service touchpoints.

The banking segment dominated in 2020 and accounted for over 53.0% share of the global revenue. The adoption of contact center analytics in the banking sector is growing as contact centers are gradually emerging as the primary point of contact for banking customers to obtain specific advice and personal assistance.

The credit union segment is expected to expand at the highest CAGR over the forecast period. Several credit unions are implementing contact center analytics solutions to enhance customer experience, which is driving the segment growth. 

North America dominated the market in 2020 and accounted for over 42.0% share of the global revenue. The regional market's growth can be attributed to the presence of prominent players, such as Oracle Corporation, SAP SE, and Cisco Systems, Inc., in the region.

Key Players

• 8x8, Inc.

• CallMiner

• Genesys

• Five9, Inc.

• Cisco Systems, Inc.

• Mitel Networks Corp

• Oracle Corporation

• NICE LTD

• SAP SE

• Stratifyd

Market Segmentation

• Solution

  • Cross-channel Analytics

  • Performance Analytics

  • Predictive Analytics

  • Speech Analytics

  • Text Analytics

• Service

  • Integration & Deployment

  • Support & Maintenance

  • Training & Consulting

  • Managed Services

• Deployment

  • Hosted

  • On-premise

• Enterprise Size 

  • Large Enterprises

  • Small & Medium Enterprises

• Application

  • Automatic Call Distributor

  • Customer Experience Management

  • Log Management

  • Real-time Monitoring & Reporting

  • Risk & Compliance Management

  • Workforce Optimization

  • Others

• Vertical

  • Banking

  • Brokerage

  • Credit Union

  • Financial Institution

  • Insurance

• Regional

  • North America

    • U.S.

    • Canada

  • Europe

    • Germany

    • U.K.

  • Asia Pacific

    • China

    • India

    • Japan

  • Latin America

    • Brazil

  • Middle East & Africa

The BFSI Contact Center Analytics market research report covers definition, classification, product classification, product application, development trend, product technology, competitive landscape, industrial chain structure, industry overview, national policy and planning analysis of the industry, the latest dynamic analysis, etc., and also includes major. The study includes drivers and restraints of the global market. It covers the impact of these drivers and restraints on the demand during the forecast period. The report also highlights opportunities in the market at the global level.

The report provides size (in terms of volume and value) of BFSI Contact Center Analytics market for the base year 2020 and the forecast between 2021 and 2030. Market numbers have been estimated based on form and application. Market size and forecast for each application segment have been provided for the global and regional market.

This report focuses on the global BFSI Contact Center Analytics market status, future forecast, growth opportunity, key market and key players. The study objectives are to present the BFSI Contact Center Analytics market development in United States, Europe and China.

It is pertinent to consider that in a volatile global economy, we haven’t just conducted BFSI Contact Center Analytics market forecasts in terms of CAGR, but also studied the market based on key parameters, including Year-on-Year (Y-o-Y) growth, to comprehend the certainty of the market and to find and present the lucrative opportunities in market.

In terms of production side, this report researches the BFSI Contact Center Analytics capacity, production, value, ex-factory price, growth rate, market share for major manufacturers, regions (or countries) and type.

In terms of consumption side, this report focuses on the consumption of BFSI Contact Center Analytics by regions (countries) and application.

Buyers of the report will have access to verified market figures, including global market size in terms of revenue and volume. As part of production analysis, the authors of the report have provided reliable estimations and calculations for global revenue and volume by Type segment of the global BFSI Contact Center Analytics market. These figures have been provided in terms of both revenue and volume for the period 2017 to 2030. Additionally, the report provides accurate figures for production by region in terms of revenue as well as volume for the same period. The report also includes production capacity statistics for the same period.

With regard to production bases and technologies, the research in this report covers the production time, base distribution, technical parameters, research and development trends, technology sources, and sources of raw materials of major BFSI Contact Center Analytics market companies.

Regarding the analysis of the industry chain, the research of this report covers the raw materials and equipment of BFSI Contact Center Analytics market upstream, downstream customers, marketing channels, industry development trends and investment strategy recommendations. The more specific analysis also includes the main application areas of market and consumption, major regions and Consumption, major Chinese producers, distributors, raw material suppliers, equipment providers and their contact information, industry chain relationship analysis.

The research in this report also includes product parameters, production process, cost structure, and data information classified by region, technology and application. Finally, the paper model new project SWOT analysis and investment feasibility study of the case model.

Overall, this is an in-depth research report specifically for the BFSI Contact Center Analytics industry. The research center uses an objective and fair way to conduct an in-depth analysis of the development trend of the industry, providing support and evidence for customer competition analysis, development planning, and investment decision-making. In the course of operation, the project has received support and assistance from technicians and marketing personnel in various links of the industry chain.

BFSI Contact Center Analytics market competitive landscape provides details by competitor. Details included are company overview, company financials, revenue generated, market potential, investment in research and development, new market initiatives, global presence, production sites and facilities, production capacities, company strengths and weaknesses, product launch, product width and breadth, application dominance. The above data points provided are only related to the companies’ focus related to BFSI Contact Center Analytics market.

Prominent players in the market are predicted to face tough competition from the new entrants. However, some of the key players are targeting to acquire the startup companies in order to maintain their dominance in the global market. For a detailed analysis of key companies, their strengths, weaknesses, threats, and opportunities are measured in the report by using industry-standard tools such as the SWOT analysis. Regional coverage of key companies is covered in the report to measure their dominance. Key manufacturers of BFSI Contact Center Analytics market are focusing on introducing new products to meet the needs of the patrons. The feasibility of new products is also measured by using industry-standard tools.

Key companies are increasing their investments in research and development activities for the discovery of new products. There has also been a rise in the government funding for the introduction of new BFSI Contact Center Analytics market. These factors have benefited the growth of the global market for BFSI Contact Center Analytics. Going forward, key companies are predicted to benefit from the new product launches and the adoption of technological advancements. Technical advancements have benefited many industries and the global industry is not an exception.

New product launches and the expansion of already existing business are predicted to benefit the key players in maintaining their dominance in the global market for BFSI Contact Center Analytics. The global market is segmented on the basis of region, application, en-users and product type. Based on region, the market is divided into North America, Europe, Asia-Pacific, Latin America and Middle East and Africa (MEA).

In this study, the years considered to estimate the market size of BFSI Contact Center Analytics are as follows:

• History Year: 2017-2020

• Base Year: 2021

• Forecast Year 2021 to 2030

Reasons to Purchase this Report:

- Market segmentation analysis including qualitative and quantitative research incorporating the impact of economic and policy aspects
- Regional and country level analysis integrating the demand and supply forces that are influencing the growth of the market.
- Market value USD Million and volume Units Million data for each segment and sub-segment
- Competitive landscape involving the market share of major players, along with the new projects and strategies adopted by players in the past five years
- Comprehensive company profiles covering the product offerings, key financial information, recent developments, SWOT analysis, and strategies employed by the major market players

Research Methodology:

In-depth interviews and discussions were conducted with several key market participants and opinion leaders to compile the research report.

This research study involved the extensive usage of both primary and secondary data sources. The research process involved the study of various factors affecting the industry, including the government policy, market environment, competitive landscape, historical data, present trends in the market, technological innovation, upcoming technologies and the technical progress in related industry, and market risks, opportunities, market barriers and challenges. The following illustrative figure shows the market research methodology applied in this report.

Market Size Estimation

Top-down and bottom-up approaches are used to estimate and validate the global market size for company, regional division, product type and application (end users).

The market estimations in this report are based on the selling price (excluding any discounts provided by the manufacturer, distributor, wholesaler or traders). Market share analysis, assigned to each of the segments and regions are achieved through product utilization rate and average selling price.

Major manufacturers & their revenues, percentage splits, market shares, growth rates and breakdowns of the product markets are determined through secondary sources and verified through the primary sources.

All possible factors that influence the markets included in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data. The market size for top-level markets and sub-segments is normalized, and the effect of inflation, economic downturns, and regulatory & policy changes or others factors are accounted for in the market forecast. This data is combined and added with detailed inputs and analysis from Vision Research Reports and presented in this report.

Market Breakdown and Data Triangulation

After complete market engineering with calculations for market statistics; market size estimations; market forecasting; market breakdown; and data triangulation. Extensive primary research was conducted to gather information and verify and validate the critical numbers arrived at. In the complete market engineering process, both top-down and bottom-up approaches were extensively used, along with several data triangulation methods, to perform market estimation and market forecasting for the overall market segments and sub-segments listed in this report.

Secondary Sources

Secondary Sources occupies approximately 25% of data sources, such as press releases, annual reports, Non-Profit organizations, industry associations, governmental agencies and customs data, and so on. This research study includes secondary sources; directories; databases such as Bloomberg Business, Wind Info, Hoovers, Factiva (Dow Jones & Company), TRADING ECONOMICS, and avention; Investing News Network; statista; Federal Reserve Economic Data; annual reports; investor presentations; and SEC filings of companies.

Primary Sources

In the primary research process, various sources from both the supply and demand sides were interviewed to obtain qualitative and quantitative information for this report. The primary sources from the supply side include product manufacturers (and their competitors), opinion leaders, industry experts, research institutions, distributors, dealer and traders, as well as the raw materials suppliers and producers, etc.

The primary sources from the demand side include industry experts such as business leaders, marketing and sales directors, technology and innovation directors, supply chain executive, end users (product buyers), and related key executives from various key companies and organizations operating in the global market.

The study objectives of this report are:

• To analyze and study the global market capacity, production, value, consumption, status (2017-2020) and forecast (2021-2030);
• Focuses on the key manufacturers, to study the capacity, production, value, market share and development plans in future.
• Comprehensive company profiles covering the product offerings, key financial information, recent developments, SWOT analysis, and strategies employed by the major market players
• To define, describe and forecast the market by type, application and region.
• To analyze the global and key regions market potential and advantage, opportunity and challenge, restraints and risks.
• To identify significant trends and factors driving or inhibiting the market growth.
• To analyze the opportunities in the market for stakeholders by identifying the high growth segments.
• To strategically analyze each submarket with respect to individual growth trend and their contribution to the market
• To analyze competitive developments such as expansions, agreements, new product launches, and acquisitions in the market
• To strategically profile the key players and comprehensively analyze their growth strategies.