The contact center analytics solutions system helps to identify the customer needs, product problems and thereby provides solutions to improve the customer lifecycle.
Increasing demand for customer’s satisfaction, the increasing demand for customer experience management, retaining the customers and competitive environment are the factors boosting the growth of the contact center analytic market.
The market is expected to have high growth over the forecast period.
The factors contributing to the growth of the Contact Center Analytics Market are increasing demand for improved customer experience management solutions, enables companies to gain crucial insights to enhance customer experience and proliferation of cloud computing.
Also, over the next few years contact centers improving the multichannel and cross channel customer experience. The customers use various different methods such as emails, voice chat, and web chat among others.
Geographically, North America accounted for the largest market share in the global contact center analytics market, whereas Asia-Pacific is expected to grow at a fast pace over the forecast period, 2017-2023.
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Major Key Players:
- Cisco Systems, Inc. (US)
- Verint Systems Inc. (US)
- Genpact Limited (Bermuda)
- Genesys (US)
- 8X8 Inc. (US)
- Mitel Networks Corporation (Canada)
- Oracle Corporation (US)
- SAP SE (Germany)
- NICE Ltd. (Israel)
- Five9, Inc. (US)
- Enghouse Interactive (US)
- Servion Global Solutions (India)
- Call Miner (US)
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Contact Center Analytics Market:
According to Market Research Future, market has been segmented into touch point, end-users and region.
On the basis of application, the market has been segmented into workforce optimization, risk management, customer experience management and real time monitoring. Out of these, customer experience management accounted for the largest market share, because of automatically assigning a reason for all customer contacts based on speech, text, desktop and transaction analytics.
Also, predictive analytics capabilities enable contact centers to detect and analyze cross-channel behavior patterns.
On the basis of end-users, the market has been segmented into banking & finance, manufacturing, government, it & telecommunications, energy & utilities, healthcare, automotive, media & entertainment among others.
On the basis of region, the market has been bifurcated into North-America, Europe, Asia-Pacific and Rest of the world.
Market Research Future Analysis:
The global contact center analytics market is expected to grow significantly over the forecast period, 2017-2023. BFSI and healthcare segment of contact center analytics market globally drives the market.
The market is expected to have higher growth rate as compared to the previous years.
North America region accounted for the largest market share because of the technological advancements, increasing e-commerce and m-commerce and growing need for regional customer satisfaction. Also, the Asia-Pacific region is expected to grow at a fast pace over the forecast period, 2017-2023.
The region is attributed to the growth in the manufacturing hub and the growth in digitalization.
Regionally, North-America accounted for the largest market share, increased adoption of new technological solutions, regional growth of the customer experience management and increasing customer expectations, hub for industries with large operation base and customer contact centers and increasing adoption of of cloud-based analytics solutions across various industries.
- Research firms
- Consultancy firms
- Software Developers
- Semiconductor Manufacturers
- End-user sectors
- Technology Investors
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Table of Contents
1 Market Introduction
1.2 Scope of Study
1.2.1 Research Objective
1.3 Market Structure
2 Research Methodology
2.1 Research Network Solution
2.2 Primary Research
2.3 Secondary Research
2.4 Forecast Model
2.4.1 Market Data Collection, Analysis & Forecast
2.4.2 Market Size Estimation
List of Tables
Table 1 Global Contact Center Analytics Market, By Component
Table 2 Global Contact Center Analytics Market, By Deployment
Table 3 Global Contact Center Analytics Market, By Application
List of Figures
Figure 1 Research Methodology
Figure 2 Global Contact Center Analytics Market, By Component (%)
Figure 3 Global Contact Center Analytics Market, By Deployment (%)
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