The contact center analytics solutions system helps to identify the customer needs, product problems and thereby provides solutions to improve the customer lifecycle. Increasing demand for customer’s satisfaction, the increasing demand for customer experience management, retaining the customers and competitive environment are the factors boosting the growth of the Contact Center Analytic Market. The market is expected to have high growth over the forecast period.
The key players in the global contact center analytics 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.
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Study Objectives of Global Contact Center Analytics Market:
- To provide detailed analysis of the market structure along with forecast of the various segments and sub-segments of the global contact center analytics market.
- To provide insights about factors affecting the market growth.
- To analyze the global contact center analytics market based porter’s five force analysis etc.
- To provide historical and forecast revenue of the market segments and sub-segments with respect to four main geographies and their countries- North America, Europe, Asia, and Rest of the World (ROW).
- To provide country level analysis of the market with respect to the current market size and future prospective.
- To provide country level analysis of the market for segment by component, deployment, organization size, application, end-users and region.
- To provide strategic profiling of key players in the market, comprehensively analyzing their core competencies, and drawing a competitive landscape for the market.
- To track and analyze competitive developments such as joint ventures, strategic alliances, mergers and acquisitions, new product developments, and research and developments in the global contact center analytics
For the purpose of this study, Market Research Future has segmented the market of contact center market into component, deployment, organization size, application, end-users and region.
- Workforce Optimization
- Risk Management
- Customer Experience Management
- Real-time Monitoring
- IT & Telecommunications
Market Research Future 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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