The global Contact Center Analytics market size is expected to be worth around US$ 2.67 billion by 2027, according to a new report by Vision Research Reports.
The global Contact Center Analytics market size was valued at US$ 930.3 million in 2019 and is anticipated to grow at a CAGR of 16.9% during forecast period 2020 to 2027.
The growing demand for effective solutions is expected to drive market growth over the forecast period. Various factors such as increased compliance requirements and growing social media analytics are further contributing to the market growth.
Numerous businesses are using automated services such as auto-attendant service that helps reduce the number of workforces required to provide a contact center service. The auto-attendant service also allows supervisors and agents to manage their time effectively. Furthermore, this service helps reduce call waiting time and agent idle time, thereby optimizing business productivity.
The contact center analytics solutions offer advanced call-routing, aided by Interactive Voice Response (IVR) and auto-attendant service, to ensure that clients and customers get to speak to a qualified agent as quickly as possible. Analytics solutions also enable supervisors to access high-level dashboards. These dashboards provide an overview of the average call duration and call waiting time, thereby allowing supervisors to make necessary business decisions for increasing contact center productivity.
Analytics solutions allow businesses to conduct an end-to-end analysis of numerous customer data points to proactively identify potential improvements in an agent’s responses. The analyzed output enables a company to design a solution that effectively caters to customer requirements. Furthermore, growing technological advancements in customer relationship management and artificial intelligence are further projected to propel the market growth over the forecast period.
The speech analytics segment led the market and accounted for more than 22.01% share of the global revenue in 2019. Speech analytics solutions offer insights into the performance of contact centers and other functioning areas of a business. These solutions analyze recorded conversations and help agents identify solutions to resolve customers’ issues. Moreover, increasing focus on customer satisfaction and the growing significance of real-time speech analytics solutions are expected to fuel the segment growth over the forecast period.
The integration and deployment segment dominated the market and accounted for more than 40.01% share of the global revenue in 2019. The segment is expected to continue its dominance over the forecast period owing to increased adoption of contact center analytics solutions. Integration and deployment services allow businesses to gain unique access to analytics and customer data by integrating advanced technologies into business operations. Furthermore, these services help meet regulatory compliance and data privacy needs, which is further driving the segment growth.
The on-premises segment led the market and accounted for more than 60.01% share of the global revenue in 2019. The on-premises solutions are widely adopted by contact centers owing to benefits such as less capital investment and easy deployment. The on-premises contact centers are managed and owned by an organization’s telephony group or internal IT department. On-premise solutions are widely adopted by businesses with specific business continuity requirements and data privacy needs.
The large enterprise segment dominated the contact center analytics market and accounted for more than a 54.01% share of the global revenue in 2019. The large enterprise segment growth can be attributed to the increased adoption of analytics solutions in large enterprises to effectively manage high volumes of customer interaction data. In large enterprises, customer data is fragmented across all channels. Analytics solutions allow agents to filter the data as per a customer’s requirements and deliver the required information on time.
The customer experience management segment led the market and accounted for more than 18.01% share of the global revenue in 2019. The customer experience management segment aggregates customer feedback, transactions, interactions, and agent data, which enables businesses to analyze the report for customer experience and agent performance. Furthermore, customer experience management solutions help enterprises analyze customer data from multiple channels and generate insights to improve contact center operations. These solutions also enable agents to analyze and detect cross-channel behavioral patterns, assist in pre-empt future calls, and reduce customer efforts.
The IT and telecom segment dominated the market and accounted for more than 25.01% share of the global revenue in 2019. The contact center analytics solutions are widely adopted in the IT & telecom segment owing to their extensive business process automation capabilities. Additionally, these solutions allow IT & telecom agents to manage all inbound customer interactions and drive end-to-end service request management. Furthermore, these solutions offer benefits such as improved customer satisfaction, savings in operational costs, and business intelligence.
North American region dominated the market for contact center analytics and accounted for over 30.01% share of global revenue in 2019. The growth of the regional market can be attributed to the presence of prominent market players such as SAP SE; Oracle Corporation; and Cisco Systems, Inc. in the region. The presence of a large number of enterprises in North America, in addition to a larger operation base and a large number of customer contact centers, is also expected to propel the regional market growth. Furthermore, the region is witnessing prominent adoption of on-premises and cloud-based analytics solutions in most industries.
Cisco Systems, Inc.
Mitel Networks Corporation
Verint Systems Inc.
Integration & Deployment
Support & Maintenance
Training & Consulting
Enterprise Size Outlook
Small & Medium Enterprises
Automatic Call Distributor
Customer Experience Management
Real-time Monitoring & Reporting
Risk & Compliance Management
Consumer Goods & Retail
IT & Telecom
Travel & Hospitality
Middle East & Africa
The 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 Contact Center Analytics market for the base year 2019 and the forecast between 2020 and 2027. 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 Contact Center Analytics market status, future forecast, growth opportunity, key market and key players. The study objectives are to present the 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 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 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 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 Contact Center Analytics market. These figures have been provided in terms of both revenue and volume for the period 2016 to 2027. 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 Contact Center Analytics market companies.
Regarding the analysis of the industry chain, the research of this report covers the raw materials and equipment of 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 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.
The 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 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 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 Contact Center Analytics market. These factors have benefited the growth of the global market for 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 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 Contact Center Analytics are as follows:
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
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 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.
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:
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