The major driving factor for this market remains high demand for better customer experience management solutions which can provide 360o view of customer data and enable companies to gain crucial insights into this data to enhance customer experience. Proliferation of cloud computing, growing demand for speech and text analytics solutions, and increased compliance requirements are other key drivers fuelling the growth of contact center analytics market.
Contact centers can leverage from contact center analytics by integrating and analyzing customer data from multiple channels and utilize generated insights to improve their contact center operations and find new opportunities to engage and serve their customers. Some of the major opportunities include automatically assigning a reason for all customer contacts based on speech, text, desktop and transaction analytics.
Contact center solutions are the backbone of every company’s customer service department. Analytics in particular are especially useful, as they can gather a lot of customer information and organize it in a way that easy for agents to interpret.
Customer experience analytics, for instance, bring together customer interactions, transactions, feedback, and agent data to provide an end-to-end picture of the customer journey.
The report also presents a thorough qualitative and quantitative data pertaining to the projected impact of these factors on market’s future growth prospects. With the inclusive market data concerning the key elements and segments of the global Contact Center Analytics market that can influence the growth prospects of the market, the report makes for a highly informative document.
The report also identifies Europe, North America, Asia-Pacific, Middle East & Africa, and Latin America as the prime regional markets for this market across the world.
The report provides detailed insights into the global contact center analytics market, which is segmented on the basis of component, application, deployment model, organization size, industry, and region. In the market by application, the customer experience management (CEM) application segment is expected to hold the largest market share and the largest CAGR, as it complements the marketers to gain a 360-degree view of the data which help them to design their marketing strategies in accordance to their target customer group.
In this report data of the top performing companies, geographical regions, as well as segments, can be obtained. A clear idea has been provided about the market growth during the forecast period.
Furthermore, the major attracting drivers, challenges, and trends influencing the global Contact Center Analytics market are examined at length. The report can effectively help companies in facing any challenges strategically to gain the determined benefits in this highly competitive global market.
This report will provide readers a transparent understanding of the state of competition, threats, major opportunities, and the major rules, regulations, plans, and policies impacting the market.
Table of Content:-
Global Contact Center Analytics Market Size, Status and Forecast 2022
1 Industry Overview of Contact Center Analytics
1.1 Contact Center Analytics Market Overview
1.1.1 Contact Center Analytics Product Scope
1.1.2 Market Status and Outlook
1.2 Global Contact Center Analytics Market Size and Analysis by Regions
1.2.1 United States
1.2.6 Southeast Asia
1.3 Contact Center Analytics Market by Type
1.4 Contact Center Analytics Market by End Users/Application
1.4.1 Automatic Call Distributor
1.4.2 Log Management
1.4.3 Risk and Compliance Management
1.4.4 Real-time Monitoring and Reporting
1.4.5 Workforce Optimization
1.4.6 Customer Experience Management
1.4.7 Others Applications
2 Global Contact Center Analytics Competition Analysis by Players
2.1 Contact Center Analytics Market Size (Value) by Players (2016 and 2017)
2.2 Competitive Status and Trend
2.2.1 Market Concentration Rate
2.2.2 Product/Service Differences
2.2.3 New Entrants
2.2.4 The Technology Trends in Future
3 Company (Top Players) Profiles
3.1 Cisco Systems, Inc. (US)
3.1.1 Company Profile
3.1.2 Main Business/Business Overview
3.1.3 Products, Services and Solutions
3.1.4 Contact Center Analytics Revenue (Value) (2012-2017)
3.1.5 Recent Developments
3.2 Genpact Limited (Bermuda)
3.2.1 Company Profile
3.2.2 Main Business/Business Overview
3.2.3 Products, Services and Solutions
3.2.4 Contact Center Analytics Revenue (Value) (2012-2017)
3.2.5 Recent Developments
3.3 Verint Systems Inc. (US)
3.3.1 Company Profile
3.3.2 Main Business/Business Overview
3.3.3 Products, Services and Solutions
3.3.4 Contact Center Analytics Revenue (Value) (2012-2017)
3.3.5 Recent Developments
3.4 8X8 Inc. (US)
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