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Contact Center Analytics-Global Market Insights and Sales Trends 2025
Synopsis
Contact center analytics are software tools that convert raw data into useful and actionable information by making correlations, uncovering trends and identifying root cause. Contact centers typically use multiple systems - order entry, CRM, ACD, IVR, quality management - in the course of serving customers.
The global Contact Center Analytics market size is expected to reach US$ 2707.6 million by 2029, growing at a CAGR of 12.9% from 2023 to 2029. The market is mainly driven by the significant applications of Contact Center Analytics in various end use industries. The expanding demands from the Automatic Call Distributor, Log Management, Risk and Compliance Management and Real-time Monitoring and Reporting, are propelling Contact Center Analytics market. On-Premises, one of the segments analysed in this report, is projected to record % CAGR and reach US$ million by the end of the analysis period. Growth in the On-Demand segment is estimated at % CAGR for the next seven-year period.
On-premises deployment model has higher adoption than the on-demand deployment model leading. It is majorly deployed by large Enterprises owing to various factors, including reduced initial price, data security, higher customization options, and control over the implementation process.
Report Objectives
This report provides market insight on the different segments, by players, by Type, by Application. Market size and forecast (2018-2029) has been provided in the report. The primary objectives of this report are to provide 1) global market size and forecasts, growth rates, market dynamics, industry structure and developments, market situation, trends; 2) global market share and ranking by company; 3) comprehensive presentation of the global market for Contact Center Analytics, with both quantitative and qualitative analysis through detailed segmentation; 4) detailed value chain analysis and review of growth factors essential for the existing market players and new entrants; 5) emerging opportunities in the market and the future impact of major drivers and restraints of the market.
Key Features of The Study:
This report provides in-depth analysis of the global Contact Center Analytics market, and provides market size (US$ million) and CAGR for the forecast period (2023-2029), considering 2022 as the base year.
This report profiles key players in the global Contact Center Analytics market based on the following parameters - company details (found date, headquarters, manufacturing bases), products portfolio, Contact Center Analytics sales data, market share and ranking.
This report elucidates potential market opportunities across different segments and explains attractive investment proposition matrices for this market.
This report illustrates key insights about market drivers, restraints, opportunities, market trends, regional outlook.
Key companies of Contact Center Analytics covered in this report include Cisco Systems, Inc., Genpact Limited, Verint Systems Inc., 8x8, Inc., Genesys, Oracle Corporation, Mitel Networks Corporation, SAP SE and Nice Ltd., etc.
The global Contact Center Analytics market report caters to various stakeholders in this industry including investors, suppliers, product players, distributors, new entrants, and financial analysts.
Market Segmentation
Company Profiles:
Cisco Systems, Inc.
Genpact Limited
Verint Systems Inc.
8x8, Inc.
Genesys
Oracle Corporation
Mitel Networks Corporation
SAP SE
Nice Ltd.
Enghouse Interactive
Five9, Inc.
Callminer
Servion Global Solutions
Global Contact Center Analytics market, by region:
North America (U.S., Canada, Mexico)
Europe (Germany, France, UK, Italy, etc.)
Asia Pacific (China, Japan, South Korea, Southeast Asia, India, etc.)
South America (Brazil, etc.)
Middle East and Africa (Turkey, GCC Countries, Africa, etc.)
Global Contact Center Analytics market, Segment by Type:
On-Premises
On-Demand
Global Contact Center Analytics market, by Application
Automatic Call Distributor
Log Management
Risk and Compliance Management
Real-time Monitoring and Reporting
Workforce Optimization
Customer Experience Management
Others applications
Core Chapters
Chapter One: Introduces the report scope of the report, executive summary of global and regional market size and CAGR for the history and forecast period (2018-2023, 2024-2029). It offers a high-level view of the current state of the market and its likely evolution in the short to mid-term, and long term.
Chapter Two: Provides the analysis of various market segments by Type, covering the market size and development potential of each market segment, to help readers find the blue ocean market in different market segments.
Chapter Three: Provides the analysis of various market segments by Application, covering the market size and development potential of each market segment, to help readers find the blue ocean market in different downstream markets.
Chapter Four: Detailed analysis of Contact Center Analytics companies’ competitive landscape, revenue, market share and ranking, latest development plan, merger, and acquisition information, etc.
Chapter Five: Provides profiles of key players, introducing the basic situation of the main companies in the market in detail, including product introduction, revenue, recent development, etc.
Chapter Six, Seven, Eight, Nine and Ten: North America, Europe, Asia Pacific, Latin America, Middle East & Africa, revenue by country.
Chapter Eleven: this section also introduces the market dynamics, latest developments of the market, the driving factors and restrictive factors of the market, the challenges and risks faced by companies in the industry, and the analysis of relevant policies in the industry.
Chapter Twelve: Research Finding/Conclusion
Contact center analytics are software tools that convert raw data into useful and actionable information by making correlations, uncovering trends and identifying root cause. Contact centers typically use multiple systems - order entry, CRM, ACD, IVR, quality management - in the course of serving customers.
The global Contact Center Analytics market size is expected to reach US$ 2707.6 million by 2029, growing at a CAGR of 12.9% from 2023 to 2029. The market is mainly driven by the significant applications of Contact Center Analytics in various end use industries. The expanding demands from the Automatic Call Distributor, Log Management, Risk and Compliance Management and Real-time Monitoring and Reporting, are propelling Contact Center Analytics market. On-Premises, one of the segments analysed in this report, is projected to record % CAGR and reach US$ million by the end of the analysis period. Growth in the On-Demand segment is estimated at % CAGR for the next seven-year period.
On-premises deployment model has higher adoption than the on-demand deployment model leading. It is majorly deployed by large Enterprises owing to various factors, including reduced initial price, data security, higher customization options, and control over the implementation process.
Report Objectives
This report provides market insight on the different segments, by players, by Type, by Application. Market size and forecast (2018-2029) has been provided in the report. The primary objectives of this report are to provide 1) global market size and forecasts, growth rates, market dynamics, industry structure and developments, market situation, trends; 2) global market share and ranking by company; 3) comprehensive presentation of the global market for Contact Center Analytics, with both quantitative and qualitative analysis through detailed segmentation; 4) detailed value chain analysis and review of growth factors essential for the existing market players and new entrants; 5) emerging opportunities in the market and the future impact of major drivers and restraints of the market.
Key Features of The Study:
This report provides in-depth analysis of the global Contact Center Analytics market, and provides market size (US$ million) and CAGR for the forecast period (2023-2029), considering 2022 as the base year.
This report profiles key players in the global Contact Center Analytics market based on the following parameters - company details (found date, headquarters, manufacturing bases), products portfolio, Contact Center Analytics sales data, market share and ranking.
This report elucidates potential market opportunities across different segments and explains attractive investment proposition matrices for this market.
This report illustrates key insights about market drivers, restraints, opportunities, market trends, regional outlook.
Key companies of Contact Center Analytics covered in this report include Cisco Systems, Inc., Genpact Limited, Verint Systems Inc., 8x8, Inc., Genesys, Oracle Corporation, Mitel Networks Corporation, SAP SE and Nice Ltd., etc.
The global Contact Center Analytics market report caters to various stakeholders in this industry including investors, suppliers, product players, distributors, new entrants, and financial analysts.
Market Segmentation
Company Profiles:
Cisco Systems, Inc.
Genpact Limited
Verint Systems Inc.
8x8, Inc.
Genesys
Oracle Corporation
Mitel Networks Corporation
SAP SE
Nice Ltd.
Enghouse Interactive
Five9, Inc.
Callminer
Servion Global Solutions
Global Contact Center Analytics market, by region:
North America (U.S., Canada, Mexico)
Europe (Germany, France, UK, Italy, etc.)
Asia Pacific (China, Japan, South Korea, Southeast Asia, India, etc.)
South America (Brazil, etc.)
Middle East and Africa (Turkey, GCC Countries, Africa, etc.)
Global Contact Center Analytics market, Segment by Type:
On-Premises
On-Demand
Global Contact Center Analytics market, by Application
Automatic Call Distributor
Log Management
Risk and Compliance Management
Real-time Monitoring and Reporting
Workforce Optimization
Customer Experience Management
Others applications
Core Chapters
Chapter One: Introduces the report scope of the report, executive summary of global and regional market size and CAGR for the history and forecast period (2018-2023, 2024-2029). It offers a high-level view of the current state of the market and its likely evolution in the short to mid-term, and long term.
Chapter Two: Provides the analysis of various market segments by Type, covering the market size and development potential of each market segment, to help readers find the blue ocean market in different market segments.
Chapter Three: Provides the analysis of various market segments by Application, covering the market size and development potential of each market segment, to help readers find the blue ocean market in different downstream markets.
Chapter Four: Detailed analysis of Contact Center Analytics companies’ competitive landscape, revenue, market share and ranking, latest development plan, merger, and acquisition information, etc.
Chapter Five: Provides profiles of key players, introducing the basic situation of the main companies in the market in detail, including product introduction, revenue, recent development, etc.
Chapter Six, Seven, Eight, Nine and Ten: North America, Europe, Asia Pacific, Latin America, Middle East & Africa, revenue by country.
Chapter Eleven: this section also introduces the market dynamics, latest developments of the market, the driving factors and restrictive factors of the market, the challenges and risks faced by companies in the industry, and the analysis of relevant policies in the industry.
Chapter Twelve: Research Finding/Conclusion
Index1 Market Overview of Contact Center Analytics
1.1 Contact Center Analytics Market Overview
1.1.1 Contact Center Analytics Product Scope
1.1.2 Contact Center Analytics Market Status and Outlook
1.2 Global Contact Center Analytics Market Size Overview by Region 2018 VS 2022 VS 2029
1.3 Global Contact Center Analytics Market Size by Region (2018-2029)
1.4 Global Contact Center Analytics Historic Market Size by Region (2018-2023)
1.5 Global Contact Center Analytics Market Size Forecast by Region (2024-2029)
1.6 Key Regions, Contact Center Analytics Market Size (2018-2029)
1.6.1 North America Contact Center Analytics Market Size (2018-2029)
1.6.2 Europe Contact Center Analytics Market Size (2018-2029)
1.6.3 Asia-Pacific Contact Center Analytics Market Size (2018-2029)
1.6.4 Latin America Contact Center Analytics Market Size (2018-2029)
1.6.5 Middle East & Africa Contact Center Analytics Market Size (2018-2029)
2 Contact Center Analytics Market by Type
2.1 Introduction
2.1.1 On-Premises
2.1.2 On-Demand
2.2 Global Contact Center Analytics Market Size by Type: 2018 VS 2022 VS 2029
2.2.1 Global Contact Center Analytics Historic Market Size by Type (2018-2023)
2.2.2 Global Contact Center Analytics Forecasted Market Size by Type (2024-2029)
2.3 Key Regions Market Size by Type
2.3.1 North America Contact Center Analytics Revenue Breakdown by Type (2018-2029)
2.3.2 Europe Contact Center Analytics Revenue Breakdown by Type (2018-2029)
2.3.3 Asia-Pacific Contact Center Analytics Revenue Breakdown by Type (2018-2029)
2.3.4 Latin America Contact Center Analytics Revenue Breakdown by Type (2018-2029)
2.3.5 Middle East and Africa Contact Center Analytics Revenue Breakdown by Type (2018-2029)
3 Contact Center Analytics Market Overview by Application
3.1 Introduction
3.1.1 Automatic Call Distributor
3.1.2 Log Management
3.1.3 Risk and Compliance Management
3.1.4 Real-time Monitoring and Reporting
3.1.5 Workforce Optimization
3.1.6 Customer Experience Management
3.1.7 Others applications
3.2 Global Contact Center Analytics Market Size by Application: 2018 VS 2022 VS 2029
3.2.1 Global Contact Center Analytics Historic Market Size by Application (2018-2023)
3.2.2 Global Contact Center Analytics Forecasted Market Size by Application (2024-2029)
3.3 Key Regions Market Size by Application
3.3.1 North America Contact Center Analytics Revenue Breakdown by Application (2018-2029)
3.3.2 Europe Contact Center Analytics Revenue Breakdown by Application (2018-2029)
3.3.3 Asia-Pacific Contact Center Analytics Revenue Breakdown by Application (2018-2029)
3.3.4 Latin America Contact Center Analytics Revenue Breakdown by Application (2018-2029)
3.3.5 Middle East and Africa Contact Center Analytics Revenue Breakdown by Application (2018-2029)
4 Contact Center Analytics Competition Analysis by Players
4.1 Global Contact Center Analytics Market Size by Players (2018-2023)
4.2 Global Top Players by Company Type (Tier 1, Tier 2 and Tier 3) & (based on the Revenue in Contact Center Analytics as of 2022)
4.3 Date of Key Players Enter into Contact Center Analytics Market
4.4 Global Top Players Contact Center Analytics Headquarters and Area Served
4.5 Key Players Contact Center Analytics Product Solution and Service
4.6 Competitive Status
4.6.1 Contact Center Analytics Market Concentration Rate
4.6.2 Mergers & Acquisitions, Expansion Plans
5 Company (Top Players) Profiles
5.1 Cisco Systems, Inc.
5.1.1 Cisco Systems, Inc. Profile
5.1.2 Cisco Systems, Inc. Main Business
5.1.3 Cisco Systems, Inc. Contact Center Analytics Products, Services and Solutions
5.1.4 Cisco Systems, Inc. Contact Center Analytics Revenue (US$ Million) & (2018-2023)
5.1.5 Cisco Systems, Inc. Recent Developments
5.2 Genpact Limited
5.2.1 Genpact Limited Profile
5.2.2 Genpact Limited Main Business
5.2.3 Genpact Limited Contact Center Analytics Products, Services and Solutions
5.2.4 Genpact Limited Contact Center Analytics Revenue (US$ Million) & (2018-2023)
5.2.5 Genpact Limited Recent Developments
5.3 Verint Systems Inc.
5.3.1 Verint Systems Inc. Profile
5.3.2 Verint Systems Inc. Main Business
5.3.3 Verint Systems Inc. Contact Center Analytics Products, Services and Solutions
5.3.4 Verint Systems Inc. Contact Center Analytics Revenue (US$ Million) & (2018-2023)
5.3.5 8x8, Inc. Recent Developments
5.4 8x8, Inc.
5.4.1 8x8, Inc. Profile
5.4.2 8x8, Inc. Main Business
5.4.3 8x8, Inc. Contact Center Analytics Products, Services and Solutions
5.4.4 8x8, Inc. Contact Center Analytics Revenue (US$ Million) & (2018-2023)
5.4.5 8x8, Inc. Recent Developments
5.5 Genesys
5.5.1 Genesys Profile
5.5.2 Genesys Main Business
5.5.3 Genesys Contact Center Analytics Products, Services and Solutions
5.5.4 Genesys Contact Center Analytics Revenue (US$ Million) & (2018-2023)
5.5.5 Genesys Recent Developments
5.6 Oracle Corporation
5.6.1 Oracle Corporation Profile
5.6.2 Oracle Corporation Main Business
5.6.3 Oracle Corporation Contact Center Analytics Products, Services and Solutions
5.6.4 Oracle Corporation Contact Center Analytics Revenue (US$ Million) & (2018-2023)
5.6.5 Oracle Corporation Recent Developments
5.7 Mitel Networks Corporation
5.7.1 Mitel Networks Corporation Profile
5.7.2 Mitel Networks Corporation Main Business
5.7.3 Mitel Networks Corporation Contact Center Analytics Products, Services and Solutions
5.7.4 Mitel Networks Corporation Contact Center Analytics Revenue (US$ Million) & (2018-2023)
5.7.5 Mitel Networks Corporation Recent Developments
5.8 SAP SE
5.8.1 SAP SE Profile
5.8.2 SAP SE Main Business
5.8.3 SAP SE Contact Center Analytics Products, Services and Solutions
5.8.4 SAP SE Contact Center Analytics Revenue (US$ Million) & (2018-2023)
5.8.5 SAP SE Recent Developments
5.9 Nice Ltd.
5.9.1 Nice Ltd. Profile
5.9.2 Nice Ltd. Main Business
5.9.3 Nice Ltd. Contact Center Analytics Products, Services and Solutions
5.9.4 Nice Ltd. Contact Center Analytics Revenue (US$ Million) & (2018-2023)
5.9.5 Nice Ltd. Recent Developments
5.10 Enghouse Interactive
5.10.1 Enghouse Interactive Profile
5.10.2 Enghouse Interactive Main Business
5.10.3 Enghouse Interactive Contact Center Analytics Products, Services and Solutions
5.10.4 Enghouse Interactive Contact Center Analytics Revenue (US$ Million) & (2018-2023)
5.10.5 Enghouse Interactive Recent Developments
5.11 Five9, Inc.
5.11.1 Five9, Inc. Profile
5.11.2 Five9, Inc. Main Business
5.11.3 Five9, Inc. Contact Center Analytics Products, Services and Solutions
5.11.4 Five9, Inc. Contact Center Analytics Revenue (US$ Million) & (2018-2023)
5.11.5 Five9, Inc. Recent Developments
5.12 Callminer
5.12.1 Callminer Profile
5.12.2 Callminer Main Business
5.12.3 Callminer Contact Center Analytics Products, Services and Solutions
5.12.4 Callminer Contact Center Analytics Revenue (US$ Million) & (2018-2023)
5.12.5 Callminer Recent Developments
5.13 Servion Global Solutions
5.13.1 Servion Global Solutions Profile
5.13.2 Servion Global Solutions Main Business
5.13.3 Servion Global Solutions Contact Center Analytics Products, Services and Solutions
5.13.4 Servion Global Solutions Contact Center Analytics Revenue (US$ Million) & (2018-2023)
5.13.5 Servion Global Solutions Recent Developments
6 North America
6.1 North America Contact Center Analytics Market Size by Country (2018-2029)
6.2 U.S.
6.3 Canada
7 Europe
7.1 Europe Contact Center Analytics Market Size by Country (2018-2029)
7.2 Germany
7.3 France
7.4 U.K.
7.5 Italy
7.6 Russia
7.7 Nordic Countries
7.8 Rest of Europe
8 Asia-Pacific
8.1 Asia-Pacific Contact Center Analytics Market Size by Region (2018-2029)
8.2 China
8.3 Japan
8.4 South Korea
8.5 Southeast Asia
8.6 India
8.7 Australia
8.8 Rest of Asia-Pacific
9 Latin America
9.1 Latin America Contact Center Analytics Market Size by Country (2018-2029)
9.2 Mexico
9.3 Brazil
9.4 Rest of Latin America
10 Middle East & Africa
10.1 Middle East & Africa Contact Center Analytics Market Size by Country (2018-2029)
10.2 Turkey
10.3 Saudi Arabia
10.4 UAE
10.5 Rest of Middle East & Africa
11 Contact Center Analytics Market Dynamics
11.1 Contact Center Analytics Industry Trends
11.2 Contact Center Analytics Market Drivers
11.3 Contact Center Analytics Market Challenges
11.4 Contact Center Analytics Market Restraints
12 Research Finding /Conclusion
13 Methodology and Data Source
13.1 Methodology/Research Approach
13.1.1 Research Programs/Design
13.1.2 Market Size Estimation
13.1.3 Market Breakdown and Data Triangulation
13.2 Data Source
13.2.1 Secondary Sources
13.2.2 Primary Sources
13.3 Disclaimer
13.4 Author List
Published By : QY Research
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