Contact Center Analytics

Contact Center Analytics Market by Component (Software and Services), Application (Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management) – Global Forecast to 2024

The contact center analytics market is expected to grow from $ +700 million in 2019 to +1,800 million in 2024, with CAGR + 18% from 2019 to 2024.

Contact center analysis tools provide data capture, structure, and analysis capabilities to obtain patterns or predict future results. Contact center analysis has proven to be an important solution because it provides a better analysis to enhance the customer experience. The base year considered for the study is 2016, with predictions provided between 2019 and 2024.

Market dynamics

Driver

  • The need for a better customer experience management solution
  • The proliferation of cloud computing
  • Increasing demand for voice and Contact Center Analytics
  • Increasing Compliance Requirements

Restraints

  • High investment cost
  • Consumer Data Privacy Rules and Regulations

Opportunities

  • Social media analytics
  • Real-time monitoring and analysis
  • Predictive analytics

Challenges

  • There is no clear and holistic method of analysis in the contact center

The need for a better customer experience management solution

Before and after the purchase, customer expectations for superior customer service have increased tremendously over the past few years. Today, customers can access a variety of products and sellers online. They choose the one that best suits their expectations with regard to product quality, price, and variety, as well as customer service before and after-sale. The contact center analytics market is the second point of contact for customers since retailers or e-commerce websites and is an important factor in making positive or negative impressions on customers.

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Key Market Segments:

Key Market players:

Cisco Systems, Inc. (US), Genpact Limited (Bermuda), Verint Systems Inc. (US), 8X8 Inc. (US), Genesys (US), Oracle Corporation (US), Mitel Networks Corporation (Canada), SAP SE (Germany), NICE Ltd. (Israel), Enghouse Interactive (US), Five9, Inc. (US), CallMiner (US), and Servion Global Solutions (India).

By Component:

  • Software
    •  Speech Analytics
    • Cross-Channel Analytics
    • Predictive Analytics
    • Performance Analytics
    • Contact Center Analytics
  • 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 Defense
  • Travel and hospitality
  • Academia and Research
  • Other industries

By Region:

  • North America
  • Europe
  • MEA
  • APAC
  • Latin America

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The following are the main goals of this study.

  • Describe and forecast markets in terms of components, applications, deployment models, organization size, industry, and industry
  • Social media market description and forecast by region for North America, Europe, Asia Pacific (APAC), Middle East and Africa (MEA), and Latin America
  • Providing detailed information on key factors affecting market growth (drivers, restraints, opportunities, and challenges)
  • Strategically analyze micro-markets for individual growth trends, forecasts and contributions to the overall market
  • To study the complete value chain of the contact center analysis market
  • Contact Center Analysis Analyze market opportunities for stakeholders by identifying high-growth segments of the ecosystem.
  • Strategically profile key companies, comprehensively analyze market position in terms of ranking and core competencies, detailing market leaders’ competition
  • Analysis of strategic approaches such as product launches, acquisitions, contracts, agreements and partnerships in the market

Report Customization and Benefits: This report can be customized to meet the desired requirements. Please connect with our analyst, who will ensure that you get a report that suits your needs.

Table of Content:

Chapter 1 Global Contact Center Analytics Market Overview

Chapter 2 Global Economic Impact on Contact Center Analytics Industry

Chapter 3 Global Contact Center Analytics Market Competition by Manufacturers

Chapter 4 Global Contact Center Analytics Production, Revenue (Value) by Region

Chapter 5 Global Contact Center Analytics Supply (Production), Consumption, Export, Import by Regions

Chapter 6 Global Contact Center Analytics Production, Revenue (Value), Price Trend by Type

Chapter 7 Global Contact Center Analytics Market Analysis by Application

Chapter 8 Contact Center Analytics Manufacturing Cost Analysis

Chapter 9 Industrial Chain, Sourcing Strategy and Downstream Buyers

Chapter 10 Marketing Strategy Analysis, Distributors/Traders

Chapter 11 Market Effect Factors Analysis

Chapter 12 Global Contact Center Analytics Market Forecast

Chapter 13 Appendix

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