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Covid-19 Impact on Contact Center Analytics Market 2020: Segmentation, Analysis, Opportunities and Forecast 2023

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Covid-19 Impact on 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 Covid-19 Impact on 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.

Key Players

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.

Regional 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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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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At Market Research Future (MRFR), we enable our customers to unravel the complexity of various industries through our Cooked Research Report (CRR), Half-Cooked Research Reports (HCRR), Raw Research Reports (3R), Continuous-Feed Research (CFR), and Market Research & Consulting Services.

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