Contact Center Analytics Market 2019: Global Trends, Sales Revenue, Industry Growth, Development Status, Top Leaders, Future Plans and Opportunity Assessment 2023

Market Research Future published a research report on “Global Contact Center Analytics Market Research Report- Forecast 2023” – Market Analysis, Scope, Stake, Progress, Trends and Forecast to 2023.

Contact Center Analytics Global Market - Overview

Contact center analytics helps organization to reduce cost of the operations without affecting customer satisfaction. The performance of customer service representative is measured individually using contact center analytics, this helps to improve overall customer relationship management. Contact center analytics is a combination of speech analytics and customer experience analytics, hence it is mainly used by call centres to evaluate interaction and recognize the communication gap with the customers, so that the proper improvements can be done in the process. The driving factors for the growth of the Contact Center Analytics Market is the increasing demand for contact center solutions for customer experience management which supports organization in analysing essential insights of customer data. Also, increasing adoption of cloud computing, growing demand for text and speech analytics solutions, growing government compliances, are fuelling the market growth of the contact center analytics.

Oracle’s Contact Center Telephony Analytics support organizations in gaining market insights which helps organization to scrutinize all aspects of contact center such as average call handle time, transfer rates, cost per contact, and revenue per agent. This solution provides key performance indicators, best-practice metrics and alerts which assist companies to take corrective actions and improve employee productivity, increase customer satisfaction and reduce cost of operation. The customer experience management application of contact center analytics provides combination of customer interaction, feedback, transactions and agent data to gain useful insights about customer journey. Hence, it is expected to show the highest growth among the applications in contact center analytics market.

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Contact centers have evolved from basic stand-alone operations over a single channel to multi-channel for enhancing customer relationship management. The recent trends in contact center analytics market is the use of social media, as customers mostly use social media platforms to interact with organizations rather than using help lines, e-mail support. Therefore, the use of social media in contact center analytics is increasing, which is expected to grow the market.


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.

Key Players

The key players in the global contact center analytics market include 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) and CallMiner (US) among others.

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.

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Intended Audience

• Manufacturers
• Distributors
• Research firms
• Consultancy firms
• Software Developers
• Vendors
• Semiconductor Manufacturers
• End-user sectors
• Technology Investors

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Name: Abhishek Sawant
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Organization: Market Research Future

Release ID: 471225