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Global Contact Center Analytics Market to reach USD 3.51 billion by 2028.

Global Contact Center Analytics Market Size study, by By Component (Software, Services) by Deployment Model (On-Premises, On-Demand) by Organization Size (Large Enterprises, Small and Medium-Sized Enterprises) by Application (Automatic Call Distributor, Log Management, Risk and Compliance Management, Real-time Monitoring and Reporting, Workforce Optimization, Customer Experience Management, Others) by Industry (Healthcare and Life sciences, Banking, Financial Services and Insurance, Manufacturing, Retail and Consumer Goods, Telecom and IT, Energy and Utilities, Government and Defence, Travel and hospitality, Academia and Research, Other industries) and Regional Forecasts 2022-2028

Product Code: ENGE-45931761
Publish Date: 15-05-2022
Page: 200

Global Contact Center Analytics Market is valued approximately USD 1.02 billion in 2021 and is anticipated to grow with a healthy growth rate of more than 19.3% over the forecast period 2022-2028. Contact centre analytics can be defined as a set of tools used by various firms’ contact centres to improve their operational effectiveness. These analytical tools help the contact centre industry track key performance indicators (KPIs) and derive business intelligence insights (BI). One of the key factors driving demand for contact centre analytics is the increased usage of social media platforms. Contact centre analytics systems examine customer comments posted on social media platforms via blogs, postings, and forums, allowing businesses to analyse social media material in real time. According to the Global Web Index, 57.6% of the world’s population utilises social media, with an average daily usage of 2 hours and 27 minutes as of October 2021. Regardless of the size, kind, main activity, or location of contact centres, the contact centre business area is increasingly focusing on customer experience. For example, Service Management Group, a global patient, customer, and employee experience management organisation, said in September 2021 that its cooperation with CallMiner, a conversational analytics provider, would be expanded. By combining customer interaction and speech analytics with real-time customer feedback via the smg360 platform, the former firm is bringing new insights to customer experience initiatives. Over the projected period of 2021-2027, however, the market’s growth will be restricted by high investment costs and strict consumer data privacy policies and regulations.

The key regions considered for the global Contact Center Analytics Market study includes Asia Pacific, North America, Europe, Latin America, and Rest of the World. The market was dominated by the North American region. The presence of major players in the region, such as SAP SE, Oracle Corp., and Cisco Systems, Inc., has contributed to market expansion in North America. Over the projection period, Asia Pacific is expected to be the fastest-growing regional market. Smartphones and other mobile devices have been widely adopted as a result of rising digitalization and rising disposable income levels in the region. The regional market is predicted to increase due to the growing demand for contact centre analytics solutions among many SMEs in Asia Pacific to improve their customer experience.

Major market player included in this report are:
8X8 Inc.
Cisco Systems, Inc.
Enghouse Interactive
Five9, Inc.
Genpact Ltd.
Mitel Networks Corp.
Nice Ltd.
Oracle Corp.
The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming eight years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within each of the regions and countries involved in the study. Furthermore, the report also caters the detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, the report shall also incorporate available opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:
By Component:

By Deployment Model:

By Organization Size
Large Enterprises
Small and Medium-Sized Enterprises

By Application:
Automatic Call Distributor
Log Management
Risk and Compliance Management
Real-time Monitoring and Reporting
Workforce Optimization
Customer Experience Management

By Industry:
Healthcare and Life sciences
Banking, Financial Services and Insurance
Retail and Consumer Goods
Telecom and IT
Energy and Utilities
Government and Defense
Travel and hospitality
Academia and Research
Other industries
By Region:
North America

Asia Pacific
South Korea
Latin America
Rest of the World

Furthermore, years considered for the study are as follows:

Historical year – 2018, 2019, 2020
Base year – 2021
Forecast period – 2022 to 2028

Target Audience of the Global Contact Center Analytics Market in Market Study:

Key Consulting Companies & Advisors
Large, medium-sized, and small enterprises
Venture capitalists
Value-Added Resellers (VARs)
Third-party knowledge providers
Investment bankers

Chapter 1. Executive Summary
1.1. Market Snapshot
1.2. Global & Segmental Market Estimates & Forecasts, 2020-2028 (USD Billion)
1.2.1. Contact Center Analytics Market, by Region, 2020-2028 (USD Billion)
1.2.2. Contact Center Analytics Market, by Component, 2020-2028 (USD Billion)
1.2.3. Contact Center Analytics Market, by Deployment Type, 2020-2028 (USD Billion)
1.2.4. Contact Center Analytics Market, by Organization Size, 2020-2028 (USD Billion)
1.2.5. Contact Center Analytics Market, by Application, 2020-2028 (USD Billion)
1.2.6. Contact Center Analytics Market, by Industry, 2020-2028 (USD Billion)
1.3. Key Trends
1.4. Estimation Methodology
1.5. Research Assumption
Chapter 2. Global Contact Center Analytics Market Definition and Scope
2.1. Objective of the Study
2.2. Market Definition & Scope
2.2.1. Scope of the Study
2.2.2. Industry Evolution
2.3. Years Considered for the Study
2.4. Currency Conversion Rates
Chapter 3. Global Contact Center Analytics Market Dynamics
3.1. Contact Center Analytics Market Impact Analysis (2020-2028)
3.1.1. Market Drivers Increasing Demand for better customer experience management solutions Increased compliance requirements
3.1.2. Market Challenges High cost of investment Consumer data privacy rules and regulations
3.1.3. Market Opportunities Growing demand for speech and text analytics Integration of AI
Chapter 4. Global Contact Center Analytics Market Industry Analysis
4.1. Porter’s 5 Force Model
4.1.1. Bargaining Power of Suppliers
4.1.2. Bargaining Power of Buyers
4.1.3. Threat of New Entrants
4.1.4. Threat of Substitutes
4.1.5. Competitive Rivalry
4.1.6. Futuristic Approach to Porter’s 5 Force Model (2018-2028)
4.2. PEST Analysis
4.2.1. Political
4.2.2. Economical
4.2.3. Social
4.2.4. Technological
4.3. Investment Adoption Model
4.4. Analyst Recommendation & Conclusion
4.5. Top investment opportunity
4.6. Top winning strategies
Chapter 5. Risk Assessment: COVID-19 Impact
5.1.1. Assessment of the overall impact of COVID-19 on the industry
5.1.2. Pre COVID-19 and post COVID-19 Market scenario
Chapter 6. Global Contact Center Analytics Market, by Component
6.1. Market Snapshot
6.2. Global Contact Center Analytics Market by Component, Performance – Potential Analysis
6.3. Global Contact Center Analytics Market Estimates & Forecasts by Component 2018-2028 (USD Billion)
6.4. Contact Center Analytics Market, Sub Segment Analysis
6.4.1. Software
6.4.2. Services
Chapter 7. Global Contact Center Analytics Market, by Deployment Type
7.1. Market Snapshot
7.2. Global Contact Center Analytics Market by Deployment Type, Performance – Potential Analysis
7.3. Global Contact Center Analytics Market Estimates & Forecasts by Deployment Type 2018-2028 (USD Billion)
7.4. Contact Center Analytics Market, Sub Segment Analysis
7.4.1. On-Premises
7.4.2. On-Demand
Chapter 8. Global Contact Center Analytics Market, by Organization Size
8.1. Market Snapshot
8.2. Global Contact Center Analytics Market by Organization Size, Performance – Potential Analysis
8.3. Global Contact Center Analytics Market Estimates & Forecasts by Organization Size 2018-2028 (USD Billion)
8.4. Contact Center Analytics Market, Sub Segment Analysis
8.4.1. Large Enterprises
8.4.2. Small and Medium-Sized Enterprises
Chapter 9. Global Contact Center Analytics Market, by Application
9.1. Market Snapshot
9.2. Global Contact Center Analytics Market by Application, Performance – Potential Analysis
9.3. Global Contact Center Analytics Market Estimates & Forecasts by Application 2018-2028 (USD Billion)
9.4. Contact Center Analytics Market, Sub Segment Analysis
9.4.1. Automatic Call Distributor
9.4.2. Log Management
9.4.3. Risk and Compliance Management
9.4.4. Real-time Monitoring and Reporting
9.4.5. Workforce Optimization
9.4.6. Customer Experience Management
9.4.7. Others
Chapter 10. Global Contact Center Analytics Market, by Industry
10.1. Market Snapshot
10.2. Global Contact Center Analytics Market by Industry, Performance – Potential Analysis
10.3. Global Contact Center Analytics Market Estimates & Forecasts by Industry 2018-2028 (USD Billion)
10.4. Contact Center Analytics Market, Sub Segment Analysis
10.4.1. Healthcare and Life sciences
10.4.2. Banking, Financial Services and Insurance
10.4.3. Manufacturing
10.4.4. Retail and Consumer Goods
10.4.5. Telecom and IT
10.4.6. Energy and Utilities
10.4.7. Government and Defense
10.4.8. Travel and hospitality
10.4.9. Academia and Research
10.4.10. Other industries
Chapter 11. Global Contact Center Analytics Market, Regional Analysis
11.1. Contact Center Analytics Market, Regional Market Snapshot
11.2. North America Contact Center Analytics Market
11.2.1. U.S. Contact Center Analytics Market Component breakdown estimates & forecasts, 2018-2028 Deployment Type breakdown estimates & forecasts, 2018-2028 Organization Size breakdown estimates & forecasts, 2018-2028 Application breakdown estimates & forecasts, 2018-2028 Industry breakdown estimates & forecasts, 2018-2028
11.2.2. Canada Contact Center Analytics Market
11.3. Europe Contact Center Analytics Market Snapshot
11.3.1. U.K. Contact Center Analytics Market
11.3.2. Germany Contact Center Analytics Market
11.3.3. France Contact Center Analytics Market
11.3.4. Spain Contact Center Analytics Market
11.3.5. Italy Contact Center Analytics Market
11.3.6. Rest of Europe Contact Center Analytics Market
11.4. Asia-Pacific Contact Center Analytics Market Snapshot
11.4.1. China Contact Center Analytics Market
11.4.2. India Contact Center Analytics Market
11.4.3. Japan Contact Center Analytics Market
11.4.4. Australia Contact Center Analytics Market
11.4.5. South Korea Contact Center Analytics Market
11.4.6. Rest of Asia Pacific Contact Center Analytics Market
11.5. Latin America Contact Center Analytics Market Snapshot
11.5.1. Brazil Contact Center Analytics Market
11.5.2. Mexico Contact Center Analytics Market
11.6. Rest of The World Contact Center Analytics Market

Chapter 12. Competitive Intelligence
12.1. Top Market Strategies
12.2. Company Profiles
12.2.1. 8X8 Inc. Key Information Overview Financial (Subject to Data Availability) Deployment Type Summary Recent Developments
12.2.2. CallMiner
12.2.3. Cisco Systems, Inc.
12.2.4. Enghouse Interactive
12.2.5. Five9, Inc.
12.2.6. Genesys
12.2.7. Genpact Ltd.
12.2.8. Mitel Networks Corp.
12.2.9. Nice Ltd.
12.2.10. Oracle Corp.
Chapter 13. Research Process
13.1. Research Process
13.1.1. Data Mining
13.1.2. Analysis
13.1.3. Market Estimation
13.1.4. Validation
13.1.5. Publishing
13.2. Research Attributes
13.3. Research Assumption

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Critical elements of methodology employed for all our studies include:
Data Collection:
To determine the appropriate methods of data collection based on the research objectives, we consider both primary and secondary sources. Primary data collection involves gathering information directly from various industry experts in core and related fields, original equipment manufacturers (OEMs), vendors, suppliers, technology developers, alliances, and organizations. These sources encompass all segments of the value chain within the specific industry. Through in-depth interviews, we engage with key industry participants, subject-matter experts, C-level executives of major market players, industry consultants, and other relevant experts. This allows us to obtain and validate critical qualitative and quantitative information while evaluating market prospects. AI and Big Data are instrumental in our primary research, providing us with powerful tools to collect, analyze, and derive insights from data efficiently. These technologies contribute to the advancement of research methodologies, enabling us to make data-driven decisions and uncover valuable findings.
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Data Analysis:
Our team of experts carefully examine the gathered data using suitable statistical techniques and qualitative analysis methods. For quantitative analysis, we employ descriptive statistics, regression analysis, and other advanced statistical methods, depending on the characteristics of the data. This analysis may also incorporate the utilization of AI tools and big data analysis techniques to extract meaningful insights.
To ensure the accuracy and reliability of our findings, we extensively leverage data science techniques, which help us minimize discrepancies and uncertainties in our analysis. We employ Data Science to clean and preprocess the data, ensuring its quality and reliability. This involves handling missing data, removing outliers, standardizing variables, and transforming data into suitable formats for analysis. The application of data science techniques enhances our accuracy, efficiency, and depth of analysis, enabling us to stay competitive in dynamic market environments.
Market Size Estimation:
Our proprietary data tools play a crucial role in deriving our market estimates and forecasts. Each study involves the creation of a unique and customized model. The model incorporates the gathered information on market dynamics, technology landscape, application development, and pricing trends. AI techniques, such as machine learning and deep learning, aid us to analyze patterns within the data to identify correlations, trends, and relationships. By recognizing patterns in consumer behavior, purchasing habits, or market dynamics, our AI algorithms aid us in more precise estimations of market size. These factors are simultaneously analyzed within the model, allowing for a comprehensive assessment. To quantify their impact over the forecast period, correlation, regression, and time series analysis are employed.
To estimate and validate the market size, we employ both top-down and bottom-up approaches. The preference is given to a bottom-up approach, where key regional markets are analyzed as separate entities. This data is then integrated to obtain global estimates. This approach is crucial as it provides a deep understanding of the industry and helps minimize errors.
In our forecasting process, we consider various parameters such as economic tools, technological analysis, industry experience, and domain expertise. By taking all these factors into account, we strive to produce accurate and reliable market forecasts. When forecasting, we take into consideration several parameters, which include:
Market driving trends and favorable economic conditions
Restraints and challenges that are expected to be encountered during the forecast period.
Anticipated opportunities for growth and development
Technological advancements and projected developments in the market
Consumer spending trends and dynamics
Shifts in consumer preferences and behaviors.
The current state of raw materials and trends in supply versus pricing
Regulatory landscape and expected changes or developments.
The existing capacity in the market and any expected additions or expansions up to the end of the forecast period.
To assess the market impact of these parameters, we assign weights to each one and utilize weighted average analysis. This process allows us to quantify their influence on the market and derive an expected growth rate for the forecasted period. By considering these various factors and applying a weighted analysis approach, we strive to provide accurate and reliable market forecasts.
Insight Generation & Report Presentation:
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