Proliferation of cloud computing, growing demand for speech and text analytics solutions, and increased compliance requirements are other key factors fueling the growth of this market. However, high cost of investment and consumer data privacy rules and regulations are a few restraints for the growth of contact center analytics market.
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The contact center analytics market size is projected to grow from USD709.5 million in 2017 to USD 1,483.6 million by 2022, at a Compound Annual Growth Rate (CAGR) of 15.9%.
Customer experience analytics aggregates customer interactions, transactions, feedback and, agent data to provide an end-to-end picture of the customer journey.
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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.
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In the process of determining and verifying the market size for several segments and sub segments gathered through secondary research, extensive primary interviews were conducted with key people. Break-up of profile of primary participants is as follows:
- By Company: Tier 1 – 20%, Tier 2 –50%, and Tier 3 –30%
- By Designation: C-level – 35%, Director level – 48%, and Others – 17%
- By Region: North America – 44%, Europe – 24%, and APAC – 32%
Key Points From Table Of Content:
5 Market Overview and Industry Trends
5.1 Market Overview
5.1.2 Market Dynamics
126.96.36.199 Demand for Better Customer Experience Management Solutions
188.8.131.52 Proliferation of Cloud Computing
184.108.40.206 Growing Demand for Speech and Text Analytics
220.127.116.11 Increased Compliance Requirements
18.104.22.168 High Cost of Investment
22.214.171.124 Consumer Data Privacy Rules and Regulations
126.96.36.199 Social Media Analytics
188.8.131.52 Real-Time Monitoring and Analytics
184.108.40.206 Predictive Analytics
220.127.116.11 Lack of A Clear and Holistic Analytics Approach in Contact Centers
5.2 Industry Trends
5.2.1 Contact Center Analytics Use Cases
18.104.22.168 Use Case #1
22.214.171.124 Use Case #2
126.96.36.199 Use Case #3
188.8.131.52 Use Case #4
5.3 Contact Center Analytics, Key Performance Indicators
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13 Company Profiles
(Overview, Strength of Product Portfolio, Business Strategy Excellence, Recent Developments, Key Relationships)*
13.1 Cisco Systems, Inc.
13.2 Genpact Limited
13.3 Verint Systems Inc.
13.4 8x8, Inc.
13.6 Oracle Corporation
13.7 Mitel Networks Corporation
13.8 SAP SE
13.9 Nice Ltd.
13.10 Enghouse Interactive
13.11 Five9, Inc.
13.13 Servion Global Solutions
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