2026 Global: Contact Center Analytics Market-Competitive Review (2032) report
Description
The 2026 Global: Contact Center Analytics Market-Competitive Review (2031) report features the global market size and projected growth/decline data for the period 2021 through 2032. The report primarily provides an examination of the business strategies for the ten largest global companies in the market and how their strategies differ.
Perry/Hope Partners' reports provide the most accurate industry forecasts based on our proprietary economic models. Our forecasts project the product market size nationally and by regions for 2021 to 2032 using regression analysis in our modeling. and Perry/Hope is the only market research publisher that utilizes both longitudinal (historical) and vertical (from market section to market division to market class) analysis, since we study every manufactured product in the countries we analyze. The report also provides written analysis on the market definition, market segments, and SWOT analysis (market strengths, weaknesses, opportunities, and threats).
The market study aims at estimating the market size and the growth potential of this market. Topics analyzed within the report include a detailed breakdown of the global markets for contact center analytics market by geography and historical trend. The scope of the report extends to sizing of the contact center analytics market market and global market trends with market data for 2024 as the base year, 2025 and 2026 as the estimate years with projection of CAGR from 2027 to 2032.
The report also features a list of the top ten largest global players in the market. A review of each company includes 1) an estimate of the market share, 2) a listing of the products and/or services in the market, and 3) the features of these products and/or services in the market. The report has a chapter on Comparative Business Strategies for the largest four players. An example of the Comparative Business Strategies analysis would be -- How does Netflix's business strategy to expand its market share in the global online streaming compare to Amazon Prime's business strategy through its video products and services?
The ten market players in this report and a brief synopsis of their participation in the market are:
The Contact Center Analytics Market in 2025 is dominated by ten major companies leveraging AI, cloud platforms, and omnichannel capabilities to drive customer experience insights. Five9 leads with its scalable, AI-rich platform featuring real-time analytics, speech analytics, predictive dialing, and workforce optimization tools integrated with Salesforce and ServiceNow. NICE CXone excels in enterprise-grade solutions, offering Enlighten AI for sentiment analysis, QA, coaching, predictive analytics, and omnichannel routing across over 40 channels. Genesys Cloud CX provides advanced customization with AI-powered bots, predictive routing, real-time sentiment analysis, and deep CRM integrations for personalized customer journeys. Talkdesk stands out for automation-forward features like built-in AI, customizable interfaces, and seamless CRM/helpdesk integrations. RingCentral unifies UCaaS and CCaaS with RingCX, delivering omnichannel support, real-time transcripts, and conversational intelligence.
Cisco combines enterprise-scale with Webex Contact Center's AI Agent Studio for 24/7 self-service, conversational intelligence, and real-time agent suggestions. 8x8 pioneers flexible cloud CCaaS with omnichannel communication, AI noise suppression, real-time language interpretation, and accent localization. Amazon Connect offers a centralized hub for multi-channel engagement, AI virtual assistants, and tight integration with Amazon's ecosystem. Enghouse Interactive differentiates through acquisitions, providing a broad portfolio including conversational intelligence, automated QA, WEM, and AI-powered routing via Google Cloud. TELUS International delivers AI-powered chatbots, multi-language support, and digital CX solutions across industries like fintech and healthcare.
These leaders emphasize analytics for performance dashboards, compliance, and agent empowerment, fueling market growth amid AI advancements. Concentrix, post-merger with Webhelp, handles complex needs with AI automation and global centers. Innovations like Five9's Spotlight AI Insights and NICE's journey orchestration ensure superior ROI, positioning them ahead in a competitive landscape projected to expand rapidly. (452 words)
Perry/Hope Partners' reports provide the most accurate industry forecasts based on our proprietary economic models. Our forecasts project the product market size nationally and by regions for 2021 to 2032 using regression analysis in our modeling. and Perry/Hope is the only market research publisher that utilizes both longitudinal (historical) and vertical (from market section to market division to market class) analysis, since we study every manufactured product in the countries we analyze. The report also provides written analysis on the market definition, market segments, and SWOT analysis (market strengths, weaknesses, opportunities, and threats).
The market study aims at estimating the market size and the growth potential of this market. Topics analyzed within the report include a detailed breakdown of the global markets for contact center analytics market by geography and historical trend. The scope of the report extends to sizing of the contact center analytics market market and global market trends with market data for 2024 as the base year, 2025 and 2026 as the estimate years with projection of CAGR from 2027 to 2032.
The report also features a list of the top ten largest global players in the market. A review of each company includes 1) an estimate of the market share, 2) a listing of the products and/or services in the market, and 3) the features of these products and/or services in the market. The report has a chapter on Comparative Business Strategies for the largest four players. An example of the Comparative Business Strategies analysis would be -- How does Netflix's business strategy to expand its market share in the global online streaming compare to Amazon Prime's business strategy through its video products and services?
The ten market players in this report and a brief synopsis of their participation in the market are:
The Contact Center Analytics Market in 2025 is dominated by ten major companies leveraging AI, cloud platforms, and omnichannel capabilities to drive customer experience insights. Five9 leads with its scalable, AI-rich platform featuring real-time analytics, speech analytics, predictive dialing, and workforce optimization tools integrated with Salesforce and ServiceNow. NICE CXone excels in enterprise-grade solutions, offering Enlighten AI for sentiment analysis, QA, coaching, predictive analytics, and omnichannel routing across over 40 channels. Genesys Cloud CX provides advanced customization with AI-powered bots, predictive routing, real-time sentiment analysis, and deep CRM integrations for personalized customer journeys. Talkdesk stands out for automation-forward features like built-in AI, customizable interfaces, and seamless CRM/helpdesk integrations. RingCentral unifies UCaaS and CCaaS with RingCX, delivering omnichannel support, real-time transcripts, and conversational intelligence.
Cisco combines enterprise-scale with Webex Contact Center's AI Agent Studio for 24/7 self-service, conversational intelligence, and real-time agent suggestions. 8x8 pioneers flexible cloud CCaaS with omnichannel communication, AI noise suppression, real-time language interpretation, and accent localization. Amazon Connect offers a centralized hub for multi-channel engagement, AI virtual assistants, and tight integration with Amazon's ecosystem. Enghouse Interactive differentiates through acquisitions, providing a broad portfolio including conversational intelligence, automated QA, WEM, and AI-powered routing via Google Cloud. TELUS International delivers AI-powered chatbots, multi-language support, and digital CX solutions across industries like fintech and healthcare.
These leaders emphasize analytics for performance dashboards, compliance, and agent empowerment, fueling market growth amid AI advancements. Concentrix, post-merger with Webhelp, handles complex needs with AI automation and global centers. Innovations like Five9's Spotlight AI Insights and NICE's journey orchestration ensure superior ROI, positioning them ahead in a competitive landscape projected to expand rapidly. (452 words)
Table of Contents
32 Pages
- 1.0 Scope of Report and Methodology
- 2.0 Market SWOT Analysis and Players
- 2.1 Market Definition
- 2.2 Market Segments
- 2.3 Market Strengths
- 2.4 Market Weaknesses
- 2.5 Market Threats
- 2.6 Market Opportunities
- 2.7 Major Players
- 3.0 Competitive Analysis
- 3.1 Market Player 1
- 3.2 Market Player 2
- 3.3 Market Player 3
- 3.4 Market Player 4
- 3.5 Market Player 5
- 3.6 Market Player 6
- 3.7 Market Player 7
- 3.8 Market Player 8
- 3.9 Market Player 9
- 3.10 Market Player 10
- 4.0 Comparative Business Strategies
- 4.1 Comparative Business Strategies of Player 1 and 2
- 4.2 Comparative Business Strategies of Player 1 and 3
- 4.3 Comparative Business Strategies of Player 1 and 4
- 4.4 Comparative Business Strategies of Player 2 and 3
- 4.5 Comparative Business Strategies of Player 2 and 4
- 4.6 Comparative Business Strategies of Player 3 and 4
- 5.0 Appendix
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