Contact Center Analytics Market, By Component (Software, Services), By Deployment (On-premises, on-demand), By Organization size, By Application (Real-time Monitoring, Workforce Optimization, Customer Experience Management), By End-users (BFSI, Healthcare, Manufacturing, Retail) - Forecast 2023
Contact center analytics are tools that help in reducing the workload of organizations without affecting the customer satisfaction much. The system introduces a proper measurement tactics of the performance of customer service representative to analyze the lack and improve the customer relationship methodologies. The Contact Center Analytics Market is gaining from these features and is expected to score 16% CAGR during the forecast period (2017-2023) and exceed a valuation of USD 1.52 billion. Market research Future (MRFR), in a detailed report on the same market claimed the US can lead the market by fetching in substantial revenues.
Factors like better customer relationship management, ability to provide better insights regarding customer handling, increasing integration of cloud computing and others are expected to impact the global contact center analytics market in the foreseeable future. Growing compliance requirement is also expected top play crucial role in taking the market forward.
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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.
The key players in the contact center analytics global 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.
According to Market Research Future, market has been segmented into touch point, end-users and region.
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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TABLE OF CONTENTS
LIST OF TABLES
Table 1 Global Market, By Component
Table 2 Global Market, By Deployment
Table 3 Global Market, By Application
Table 4 Global Market, By Organization Size
Table 5 Global Market, By End-Users
Table 6 Global Market, By Region
Table 7 North america Market, By Component
Table 8 North america Market, By Deployment
Table 9 North america Market, By Application
Table 10 North america Market, By Organization Size
Table 11 North america Market, By End-Users
Table 12 U.S Market, By Component
Table 13 U.S. Market, By Deployment
Table 14 U.S Market, By Application
Table 15 U.S. Market, By Organization Size
Table 16 U.S. Market, By End-User
Table 17 Canada Market, By Component
Table 18 Canada Market, By Deployment
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