Published Date: 31-May-2022
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According to a new report, published by KBV research, The Global Contact Center Analytics Market size is expected to reach $3.1 billion by 2028, rising at a market growth of 11.2% CAGR during the forecast period.
The Services segment is showcasing a CAGR of 13.3% during (2022 - 2028). The growth of this segment is constantly rising due to the efficiency and effectiveness of these technical support services. Moreover, with the help of contact center analytics services, various operational challenges can be easily and immediately addressed. Hence, the growth of this segment is accelerating.
The Customer Experience Management segment acquired maximum revenue share in the Global Contact Center Analytics Market by Application in 2021; thereby, achieving a market value of $1.03 billion by 2028. To improve customer experience management, contact centers use sophisticated analytics technologies like sentiment analytics, speech and text analytics, customer analytics, and performance analytics (CEM). Customer experience management (CEM) is the method of interpreting customers and taking strategic actions to enhance CX through cross-functional activities and a customer-centric culture. It is undoubtedly one of the top objectives of businesses because it has a direct impact on income.
The On-premise segment has shown growth rate of 9.5% during (2022 - 2028). On-premises deployment is preferred by businesses because it allows for easy modification of software to meet their specific requirements. On-premise contact center systems are controlled and owned by the company's telephony group or internal IT department. Businesses with special business continuity and data privacy requirements frequently select on-premise solutions. This factor is estimated to propel the growth of this segment.
The Large Enterprises segment is leading the Global Contact Center Analytics Market by Organization Size in 2021, thereby, achieving a market value of $1.94 billion by 2028. The rising growth of the segment is owing to the significant customer base of large organizations. One of the key issues driving demand for contact center analytics among large organizations is the massive call volume they encounter. Customer data is dispersed across all channels in large organizations. Analytics solutions enable agents to filter data according to the needs of the customer and deliver the information on time.
The Energy & Utilities market is experiencing a CAGR of 11.8% during (2022 - 2028). The demand for contact center analytics is increasing in this sector because contact center analytics solutions allow companies to enable real-time management of the grid infrastructure. Moreover, with the integration of these solutions in the energy sector, the development of several new business energy services and models would be streamlined.
The North America market dominated the Global Contact Center Analytics Market by Region in 2021, and would continue to be a dominant market till 2028; thereby, achieving a market value of $1.04 billion by 2028. The Europe market is estimated to witness a CAGR of 10.5% during (2022 - 2028). Additionally, The Asia Pacific market would display a CAGR of 12.1% during (2022 - 2028).
The market research report has exhaustive quantitative insights providing a clear picture of the market potential in various segments across the globe with country wise analysis in each discussed region. The key impacting factors of the market have been discussed in the report with the elaborated company profiles of 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.
By Deployment Mode
By Organization Size
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