Europe Contact Center Analytics Market Size, Share & Industry Trends Analysis Report By Component, By Application, By Deployment Mode (Cloud and On-premise), By Organization Size, By Vertical, By Country and Growth Forecast, 2022 - 2028
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Market Report Description
The Europe Contact Center Analytics Market would witness market growth of 10.5% CAGR during the forecast period (2022-2028).
The demand for predictive analytics along with real-time monitoring, and enhanced customer experience management solutions, has pushed the contact center analytics market. The rising demand for speech and text analytics solutions, as well as the rise of cloud computing, are expected to fuel market growth. Text and speech analytics solutions let businesses better respond to client needs while also improving operational efficiency. Furthermore, the growing necessity for real-time speech analytics solutions, as well as an increased focus on customer satisfaction, are expected to drive market growth in the coming years. Today's contact center technology is robust and complex, relying on a range of internet, Interactive Voice Response (IVR), and other channels that must work together in order to deliver a seamless omnichannel customer experience. The first call resolution (FCR) measure displays a contact center's ability to resolve client issues, requests, or queries on the first call without any follow-up calls. As a crucial component of customer relationship management (CRM), FCR aids in accurately evaluating customer satisfaction and increasing customer loyalty. This is expected to fuel market growth.
The ICT sector of the region is robust and well-established According to the International Trade Administration, with 94.301 IT enterprises (software and hardware, as of 2018) and an estimated 1.03 million employees in 2021, Germany has one of the world's major ICT markets and Europe's single largest software market. Demand for American goods and services is robust across the board. Microsoft, Apple, Adobe, Dell, IBM, Oracle, and SAP all have significant market shares. In addition, there are numerous highly specialized SMEs on the market. In 2021, sales in the various IT subsectors were USD 48.2 billion in IT services, USD 38.1 billion in IT hardware, and USD 32.5 billion in software. Total IT income has climbed from USD 76.4 billion in 2007 to an expected USD 112.6 billion in 2021. Germany hosts several important ICT trade shows, making it a top destination for American companies looking to connect with global partners and buyers.
The Germany market dominated the Europe Contact Center Analytics Market by Country in 2021, and would continue to be a dominant market till 2028; thereby, achieving a market value of $196 million by 2028. The UK market is estimated to grow at a CAGR of 9.5% during (2022 - 2028). Additionally, The France market would witness a CAGR of 11.3% during (2022 - 2028).
Based on Component, the market is segmented into Software (Speech Analytics, Text Analytics, Desktop Analytics, Predictive Analytics, and Cross-channel Analytics & Performance Analytics) and Services. Based on Application, the market is segmented into Customer Experience Management, Workforce Optimization, Risk & Compliance Management, Log Management, Real-Time Monitoring & Analysis, and Automatic Call Distributor & Others. Based on Deployment Mode, the market is segmented into Cloud and On-premise. Based on Organization Size, the market is segmented into Large Enterprises and Small & Medium Enterprises (SMEs). Based on Vertical, the market is segmented into BFSI, Retail & Consumer Goods, Energy & Utilities, Government & Defense, Healthcare & Life Sciences, Manufacturing, Telecom & IT, Travel & Hospitality, and Others. Based on countries, the market is segmented into Germany, UK, France, Russia, Spain, Italy, and Rest of Europe.
The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include Oracle Corporation, Cisco Systems, Inc., Avaya Holdings Corporation, Genpact Limited, NICE Ltd., SAP SE, 8x8, Inc., Talkdesk, Inc., Genesys Telecommunications Laboratories, Inc., and CallMiner, Inc.
Scope of the Study
Market Segments Covered in the Report:
- Speech Analytics
- Text Analytics
- Desktop Analytics
- Predictive Analytics
- Cross-channel Analytics & Performance Analytics
- Customer Experience Management
- Workforce Optimization
- Risk & Compliance Management
- Log Management, Real-Time Monitoring & Analysis
- Automatic Call Distributor & Others
By Deployment Mode
By Organization Size
- Large Enterprises
- Small & Medium Enterprises (SMEs)
- Retail & Consumer Goods
- Energy & Utilities
- Government & Defense
- Healthcare & Life Sciences
- Telecom & IT
- Travel & Hospitality
- Rest of Europe
Key Market Players
List of Companies Profiled in the Report:
- Oracle Corporation
- Cisco Systems, Inc.
- Avaya Holdings Corporation
- Genpact Limited
- NICE Ltd.
- SAP SE
- 8x8, Inc.
- Talkdesk, Inc.
- Genesys Telecommunications Laboratories, Inc.
- CallMiner, Inc.
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