Contact center analytics provides insights to optimize customer experiences across communication channels such as phone calls, chat, emails and social media interactions. Rising need among enterprises to gain real-time visibility into omnichannel customer conversations and improve customer satisfaction can boost demand for contact center analytics solutions over the forecast period.
Market Dynamics:
Global contact center analytics market growth is driven by rising demand for personalized customer experiences. Contact centers are under increasing pressure to enhance customer satisfaction levels and improve agent performance. Contact center analytics helps address these needs by gaining insights from past conversations to optimize future interactions. However, data privacy concerns and lack of awareness about new technologies could hamper the adoption of these solutions. Developing AI-powered predictive analytics tools and offering analytics capabilities for multi-lingual conversations can offer market growth opportunities. Emerging technologies such as predictive analytics and machine learning are also expected to boost demand.
Key Features of the Study:
- This report provides in-depth analysis of the global contact center analytics market, and provides market size (US$ Bn) and compound annual growth rate (CAGR%) for the forecast period (2025–2032), considering 2024 as the base year
- It elucidates potential revenue opportunities across different segments and explains attractive investment proposition matrices for this market
- This study also provides key insights about market drivers, restraints, opportunities, new product launches or approval, market trends, regional outlook, and competitive strategies adopted by key players
- It profiles key players in the global contact center analytics market based on the following parameters – company highlights, products portfolio, key highlights, financial performance, and strategies
- Key companies covered as a part of this study include 8x8, Inc., CallMiner, Cisco Systems, Inc., EdgeVerve Limited, Enghouse Interactive, Five9, Inc., Genesys., Genpact Ltd., Metrocall, Mitel Networks Corp., NICE, Oracle, SAP SE, Servion Global Solutions, Verint Systems Inc.
- Insights from this report would allow marketers and the management authorities of the companies to make informed decisions regarding their future product launches, type up-gradation, market expansion, and marketing tactics
- Global contact center analytics market report caters to various stakeholders in this industry including investors, suppliers, product manufacturers, distributors, new entrants, and financial analysts
- Stakeholders would have ease in decision-making through various strategy matrices used in analyzing the global contact center analytics market
- By Component
- Software
- Service
- By Deployment
- Cloud
- On-Premise
- By Vertical
- BFSI
- Healthcare and Life Sciences
- Manufacturing
- Retail and Consumer Goods
- Energy and Utilities
- Telecom and IT
- Travel and Hospitality
- Government and Defense
- Others
- By Regional
- North America
- Europe
- Asia Pacific
- Latin America
- Middle East
- Africa
- Key Players Insights
- 8x8, Inc.
- CallMiner
- Cisco Systems, Inc.
- EdgeVerve Limited
- Enghouse Interactive
- Five9, Inc.
- Genesys.
- Genpact Ltd.
- Metrocall
- Mitel Networks Corp.
- NICE
- Oracle
- SAP SE
- Servion Global Solutions
- Verint Systems Inc.
- 1. Research Objectives and Assumptions
- Research Objectives
- Assumptions
- Abbreviations
- 2. Market Purview
- Report Description
- Market Definition and Scope
- Executive Summary
- Market Snippet, By Component
- Market Snippet, By Deployment
- Market Snippet, By Vertical
- Market Snippet, By Region
- Coherent Opportunity Map (COM)
- 3. Market Dynamics, Regulations, and Trends Analysis
- Market Dynamics
- Drivers
- Restraints
- PEST Analysis
- PORTER’s Five Forces Analysis
- Market Opportunities
- Regulatory Scenario
- Industry Trend
- Mergers and Acquisitions
- 4. Global Contact Center Analytics Market - Impact of Coronavirus (COVID-19) Pandemic
- Overview
- Factors Affecting the Global Contact Center Analytics Market
- Impact Analysis
- 5. Global Contact Center Analytics Market, By Component, 2020-2032, (US$ Bn)
- Introduction
- Market Share Analysis, 2025, 2028 and 2032 (%)
- Y-o-Y Growth Analysis, 2020 - 2032
- Segment Trends
- Software
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020 - 2032, (US$ Bn)
- Segment Trends
- Service
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020 - 2032, (US$ Bn)
- Segment Trends
- 6. Global Contact Center Analytics Market, By Deployment, 2020-2032, (US$ Bn)
- Introduction
- Market Share Analysis, 2025, 2028 and 2032 (%)
- Y-o-Y Growth Analysis, 2020 - 2032
- Segment Trends
- Cloud
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020 - 2032, (US$ Bn)
- Segment Trends
- On-Premise
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020 - 2032, (US$ Bn)
- Segment Trends
- 7. Global Contact Center Analytics Market, By Vertical, 2020-2032, (US$ Bn)
- Introduction
- Market Share Analysis, 2025, 2028 and 2032 (%)
- Y-o-Y Growth Analysis, 2020 - 2032
- Segment Trends
- BFSI
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020 - 2032, (US$ Bn)
- Segment Trends
- Healthcare and Life Sciences
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020 - 2032, (US$ Bn)
- Segment Trends
- Manufacturing
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020 - 2032, (US$ Bn)
- Segment Trends
- Retail and Consumer Goods
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020 - 2032, (US$ Bn)
- Segment Trends
- Energy and Utilities
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020 - 2032, (US$ Bn)
- Segment Trends
- Telecom and IT
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020 - 2032, (US$ Bn)
- Segment Trends
- Travel and Hospitality
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020 - 2032, (US$ Bn)
- Segment Trends
- Government and Defense
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020 - 2032, (US$ Bn)
- Segment Trends
- Others
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020 - 2032, (US$ Bn)
- Segment Trends
- 8. Global Contact Center Analytics Market, By Region, 2020-2032, (US$ Bn)
- Introduction
- Market Share Analysis, By Region, 2025, 2028 and 2032 (%)
- Y-o-Y Growth Analysis, For Region, 2020-2032
- North America
- Introduction
- Market Size and Forecast, By Component, 2021 – 2032, (US$ Bn)
- Market Size and Forecast, By Deployment, 2021 – 2032, (US$ Bn)
- Market Size and Forecast, By Vertical, 2021 – 2032, (US$ Bn)
- Market Size and Forecast, By Country, 2021 – 2032, (US$ Bn)
- U.S.
- Canada
- Latin America
- Introduction
- Market Size and Forecast, By Component, 2021 – 2032, (US$ Bn))
- Market Size and Forecast, By Deployment, 2021 – 2032, (US$ Bn)
- Market Size and Forecast, By Vertical, 2021 – 2032, (US$ Bn)
- Market Size and Forecast, By Country, 2021 – 2032, (US$ Bn)
- Brazil
- Argentina
- Mexico
- Rest of Latin America
- Europe
- Introduction
- Market Size and Forecast, By Component, 2021 – 2032, (US$ Bn)
- Market Size and Forecast, By Deployment, 2021 – 2032, (US$ Bn)
- Market Size and Forecast, By Vertical, 2021 – 2032, (US$ Bn)
- Market Size and Forecast, By Country, 2021 – 2032, (US$ Bn)
- U.K.
- Germany
- Italy
- France
- Spain
- Russia
- Rest of Europe
- Asia Pacific
- Introduction
- Market Size and Forecast, By Component, 2021 – 2032, (US$ Bn)
- Market Size and Forecast, By Deployment, 2021 – 2032, (US$ Bn)
- Market Size and Forecast, By Vertical, 2021 – 2032, (US$ Bn)
- Market Size and Forecast, By Country, 2021 – 2032, (US$ Bn)
- China
- India
- Japan
- ASEAN
- Australia
- South Korea
- Rest of Asia Pacific
- Middle East & Africa
- Introduction
- Market Size and Forecast, By Component, 2021 – 2032, (US$ Bn)
- Market Size and Forecast, By Deployment, 2020 - 2032 (US$ Bn)
- Market Size and Forecast, By Vertical, 2021 – 2032, (US$ Bn)
- Market Size and Forecast, By Country, 2021 – 2032, (US$ Bn)
- GCC Countries
- Israel
- Rest of Middle East & Africa
- 9. Competitive Landscape
- Market Share Analysis
- Company Profiles
- 8x8, Inc.
- Company Overview
- Product Portfolio
- Recent Developments/Updates
- CallMiner
- Company Overview
- Product Portfolio
- Recent Developments/Updates
- Cisco Systems, Inc.
- Company Overview
- Product Portfolio
- Recent Developments/Updates
- EdgeVerve Limited
- Company Overview
- Product Portfolio
- Recent Developments/Updates
- Enghouse Interactive
- Company Overview
- Product Portfolio
- Recent Developments/Updates
- Five9, Inc.
- Company Overview
- Product Portfolio
- Recent Developments/Updates
- Genesys.
- Company Overview
- Product Portfolio
- Recent Developments/Updates
- Genpact Ltd.
- Company Overview
- Product Portfolio
- Recent Developments/Updates
- Metrocall
- Company Overview
- Product Portfolio
- Recent Developments/Updates
- Mitel Networks Corp.
- Company Overview
- Product Portfolio
- Recent Developments/Updates
- NICE
- Company Overview
- Product Portfolio
- Recent Developments/Updates
- Oracle
- Company Overview
- Product Portfolio
- Recent Developments/Updates
- SAP SE
- Company Overview
- Product Portfolio
- Recent Developments/Updates
- Servion Global Solutions
- Company Overview
- Product Portfolio
- Recent Developments/Updates
- Verint Systems Inc.
- Company Overview
- Product Portfolio
- Recent Developments/Updates
- 10. Analyst Recommendations
- Wheel of Fortune
- Analyst View
- Coherent Opportunity Map
- 11. References and Research Methodology
- References
- Research Methodology
- About Us and Sales Contact
- * Browse 25 market data tables* and 20 figures* on “Contact Center Analytics Market” - Global forecast to 2032.
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