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Contact Center Analytics Trends and Forecast
The future of the global contact center analytics market looks promising with opportunities in the BFSI, healthcare, retail and e-commerce, government and education, IT and telecom, and travel and hospitality markets. The global contact center analytics market is expected to reach an estimated $3.4 billion by 2030 with a CAGR of 11.3% from 2024 to 2030. The major drivers for this market are adoption of new age technologies such as artificial intelligence (AI), machine learning (ML), speech analytics, and text analytics, improved customer experience management solutions are in high demand, and growing utilisation of cloud-based contact centre software.
A more than 150-page report is developed to help in your business decisions. Sample figures with some insights are shown below.
Contact Center Analytics by Segment
The study includes a forecast for the global contact center analytics by component, deployment model, end use industry, and region.
Contact Center Analytics Market by Component [Shipment Analysis by Value from 2018 to 2030]:
• Solution
• Services
Contact Center Analytics Market by Deployment Model [Shipment Analysis by Value from 2018 to 2030]:
• On-premise
• Cloud
Contact Center Analytics Market by End Use Industry [Shipment Analysis by Value from 2018 to 2030]:
• BFSI
• Healthcare
• Retail and E-Commerce
• Government and Education
• IT and Telecom
• Travel and hospitality
• Others
Contact Center Analytics Market by Region [Shipment Analysis by Value from 2018 to 2030]:
• North America
• Europe
• Asia Pacific
• The Rest of the World
List of Contact Center Analytics Companies
Companies in the market compete on the basis of product quality offered. Major players in this market focus on expanding their manufacturing facilities, R&D investments, infrastructural development, and leverage integration opportunities across the value chain. With these strategies contact center analytics companies cater increasing demand, ensure competitive effectiveness, develop innovative products & technologies, reduce production costs, and expand their customer base. Some of the contact center analytics companies profiled in this report include-
• Mitel Networks Corporation
• Genpact Limiteds
• Avaya
• Genesys
• Talkdesk
• Sap
• Oracle Corporation
• Callminer
• 8X8
• Nice
Contact Center Analytics Market Insights
Lucintel forecasts that solution is expected to witness highest growth over the forecast period due to the development in advanced contact center technology adoption and the usage of social media platforms.
APAC is expected to witness highest growth over the forecast period due to growth of cloud-based contact center analytics solutions, globalization, economic transformation, and digitalization
Features of the Global Contact Center Analytics Market
Market Size Estimates: Contact center analytics market size estimation in terms of value ($B).
Trend and Forecast Analysis: Market trends (2018 to 2023) and forecast (2024 to 2030) by various segments and regions.
Segmentation Analysis: Contact center analytics market size by component, deployment model, end use industry, and region in terms of value ($B).
Regional Analysis: Contact center analytics market breakdown by North America, Europe, Asia Pacific, and Rest of the World.
Growth Opportunities: Analysis of growth opportunities in different component, deployment model, end use industry, and regions for the contact center analytics market.
Strategic Analysis: This includes M&A, new product development, and competitive landscape of the contact center analytics market.
Analysis of competitive intensity of the industry based on Porter’s Five Forces model.
FAQ
Q.1 What is the contact center analytics market size?
Answer: The global contact center analytics market is expected to reach an estimated $3.4 billion by 2030.
Q.2 What is the growth forecast for contact center analytics market?
Answer: The global contact center analytics market is expected to grow with a CAGR of 11.3% from 2024 to 2030.
Q.3 What are the major drivers influencing the growth of the contact center analytics market?
Answer: The major drivers for this market are adoption of new age technologies such as artificial intelligence (AI), machine learning (ML), speech analytics, and text analytics, improved customer experience management solutions are in high demand, and growing utilisation of cloud-based contact centre software
Q4. What are the major segments for contact center analytics market?
Answer: The future of the contact center analytics market looks promising with opportunities in the BFSI, healthcare, retail and e-commerce, government and education, IT and telecom, and travel and hospitality markets.
Q5. Who are the key contact center analytics market companies?
Answer: Some of the key contact center analytics companies are as follows:
• Mitel Networks Corporation
• Genpact Limiteds
• Avaya
• Genesys
• Talkdesk
• SAP
• Oracle Corporation
• CallMiner
• 8x8
• Nice
Q6. Which contact center analytics market segment will be the largest in future?
Answer: Lucintel forecasts that solution is expected to witness highest growth over the forecast period.
Q7. In contact center analytics market, which region is expected to be the largest in next 5 years?
Answer: APAC is expected to witness highest growth over the forecast period.
Q.8 Do we receive customization in this report?
Answer: Yes, Lucintel provides 10% customization without any additional cost.
This report answers following 11 key questions:
Q.1. What are some of the most promising, high-growth opportunities for the contact center analytics market by component (solution and services), deployment model (on-premise and cloud), end use industry (BFSI, healthcare, retail and e-commerce, government and education, IT and telecom, travel and hospitality, and others), and region (North America, Europe, Asia Pacific, and the Rest of the World)?
Q.2. Which segments will grow at a faster pace and why?
Q.3. Which region will grow at a faster pace and why?
Q.4. What are the key factors affecting market dynamics? What are the key challenges and business risks in this market?
Q.5. What are the business risks and competitive threats in this market?
Q.6. What are the emerging trends in this market and the reasons behind them?
Q.7. What are some of the changing demands of customers in the market?
Q.8. What are the new developments in the market? Which companies are leading these developments?
Q.9. Who are the major players in this market? What strategic initiatives are key players pursuing for business growth?
Q.10. What are some of the competing products in this market and how big of a threat do they pose for loss of market share by material or product substitution?
Q.11. What M&A activity has occurred in the last 5 years and what has its impact been on the industry?
For any questions related to Contact Center Analytics Market, Contact Center Analytics Market Size, Contact Center Analytics Market Growth, Contact Center Analytics Market Analysis, Contact Center Analytics Market Report, Contact Center Analytics Market Share, Contact Center Analytics Market Trends, Contact Center Analytics Market Forecast, Contact Center Analytics Companies, write Lucintel analyst at email: helpdesk@lucintel.com. We will be glad to get back to you soon.
Table of Contents
1. Executive Summary
2. Global Contact Center Analytics Market : Market Dynamics
2.1: Introduction, Background, and Classifications
2.2: Supply Chain
2.3: Industry Drivers and Challenges
3. Market Trends and Forecast Analysis from 2018 to 2030
3.1. Macroeconomic Trends (2018-2023) and Forecast (2024-2030)
3.2. Global Contact Center Analytics Market Trends (2018-2023) and Forecast (2024-2030)
3.3: Global Contact Center Analytics Market by Component
3.3.1: Solution
3.3.2: Services
3.4: Global Contact Center Analytics Market by Deployment Model
3.4.1: On-premise
3.4.2: Cloud
3.5: Global Contact Center Analytics Market by End Use Industry
3.5.1: BFSI
3.5.2: Healthcare
3.5.3: Retail and E-Commerce
3.5.4: Government and Education
3.5.5: IT and Telecom
3.5.6: Travel and hospitality
3.5.7: Others
4. Market Trends and Forecast Analysis by Region from 2018 to 2030
4.1: Global Contact Center Analytics Market by Region
4.2: North American Contact Center Analytics Market
4.2.2: North American Contact Center Analytics Market by End Use Industry: BFSI, Healthcare, Retail and E-Commerce, Government and Education, IT and Telecom,Travel and hospitality, and Others
4.3: European Contact Center Analytics Market
4.3.1: European Contact Center Analytics Market by Component: Solution and Services
4.3.2: European Contact Center Analytics Market by End Use Industry: BFSI, Healthcare, Retail and E-Commerce, Government and Education, IT and Telecom,Travel and hospitality, and Others
4.4: APAC Contact Center Analytics Market
4.4.1: APAC Contact Center Analytics Market by Component: Solution and Services
4.4.2: APAC Contact Center Analytics Market by End Use Industry: BFSI, Healthcare, Retail and E-Commerce, Government and Education, IT and Telecom,Travel and hospitality, and Others
4.5: ROW Contact Center Analytics Market
4.5.1: ROW Contact Center Analytics Market by Component: Solution and Services
4.5.2: ROW Contact Center Analytics Market by End Use Industry: BFSI, Healthcare, Retail and E-Commerce, Government and Education, IT and Telecom,Travel and hospitality, and Others
5. Competitor Analysis
5.1: Product Portfolio Analysis
5.2: Operational Integration
5.3: Porter’s Five Forces Analysis
6. Growth Opportunities and Strategic Analysis
6.1: Growth Opportunity Analysis
6.1.1: Growth Opportunities for the Global Contact Center Analytics Market by Component
6.1.2: Growth Opportunities for the Global Contact Center Analytics Market by Deployment Model
6.1.3: Growth Opportunities for the Global Contact Center Analytics Market by End Use Industry
6.1.4: Growth Opportunities for the Global Contact Center Analytics Market by Region
6.2: Emerging Trends in the Global Contact Center Analytics Market
6.3: Strategic Analysis
6.3.1: New Product Development
6.3.2: Capacity Expansion of the Global Contact Center Analytics Market
6.3.3: Mergers, Acquisitions, and Joint Ventures in the Global Contact Center Analytics Market
6.3.4: Certification and Licensing
7. Company Profiles of Leading Players
7.1: Mitel Networks Corporation
7.2: Genpact Limiteds
7.3: Avaya
7.4: Genesys
7.5: Talkdesk
7.6: SAP
7.7: Oracle Corporation
7.8: CallMiner
7.9: 8x8
7.10: Nice
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Lucintel has been in the business of market research and management consulting since 2000 and has published over 1000 market intelligence reports in various markets / applications and served over 1,000 clients worldwide. This study is a culmination of four months of full-time effort performed by Lucintel's analyst team. The analysts used the following sources for the creation and completion of this valuable report:
In-depth interviews of the major players in this market
Detailed secondary research from competitors’ financial statements and published data
Extensive searches of published works, market, and database information pertaining to industry news, company press releases, and customer intentions
A compilation of the experiences, judgments, and insights of Lucintel’s professionals, who have analyzed and tracked this market over the years.
Extensive research and interviews are conducted across the supply chain of this market to estimate market share, market size, trends, drivers, challenges, and forecasts. Below is a brief summary of the primary interviews that were conducted by job function for this report.
Thus, Lucintel compiles vast amounts of data from numerous sources, validates the integrity of that data, and performs a comprehensive analysis. Lucintel then organizes the data, its findings, and insights into a concise report designed to support the strategic decision-making process. The figure below is a graphical representation of Lucintel’s research process.
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