The global
Contact center analytics market is foreseen to grow by 12.7%, from USD 1.53
Billion in 2021 to USD 3.98 Billion in 2029. Rising adoption of advanced
contact center technologies, demand for better customer experience management
solutions, increasing adoption of cloud-based contact center solutions during
and after COVID-19 is to drive the market for the upcoming forecast period.
However, High cost of investment, impact of IVR frauds and cyber-attacks on
business operations remains one factor hindering the market growth over the
anticipated period.
Market Definition
What Is Contact Center
Analytics?
Analyzing standard contact center metrics to find trends,
consequences, causes, and outcomes is known as contact center analytics.
Organizations manage all client interactions across all channels from a central
location known as a contact center. Their main goal is to provide customers
with efficient and effective sales, customer, and technical support.
Market Overview
The
Contact Center Analytics market search study helps to thoroughly
understand the current trend in the market competitive analysis of the players
in the emerging market. Moreover, the DRO in the Contact Center Analytics
market offers valuable perspicuity and a current scenario for making the right
decision. The research study covers the eminent players in the market with a
detailed analysis of the company and a financial overview containing their net
sales, business mix and geographical reach It mainly focuses on the key
developments of the products/services offered by the company in recent years.
Besides, we at Zettabyte have the expertise to analyses the global Contact
Center Analytics market player's competitive landscape helping the client
comprehend their specific strategic growth approaches.
Contact Center
Analytics market study by "Zettabyte Analytics" offers details about
the market scope, market segmentation, technological advancement in the Contact
Center Analytics market and highlights the optimistic, competitive landscape
and trends enduring over the years.
Major players in
the Contact Center Analytics market include 3Clogic, 8X8, Aircall, Avaya,
Bright Pattern, Broadvoice, Callhippo, Callminer, Chasedata, Cisco, Cloudtalk,
Dixa, Five9, Genesys, Genpact, Liveagent, Metrocall, Nice, Oracle, Sap, Servion
Global Solutions, Singlecomm, Strategic Contact, Talkdesk, Virtualpbx.
COVID-19 Impact on Global Contact
Center Analytics Market
The global impact
of COVID-19 has lost millions of lives with a massive cost to the healthcare
system. Moreover, the treatment cost for patients with COVID-19 has also had a
financial impact globally. the impact of COVID-19 on the Contact Center
Analytics market has forced the companies to change their sourcing, pricing,
and promotion strategies. the Contact Center Analytics market players are seen
focusing more on optimizing the e-commerce networks with the rising innovations
in the digital sector, which are creating new business models for the semiconductor
& electronics industry player.
Research Scope
The report
provides market value for the base year 2021 and a yearly forecast from 2022 to
2029 in revenue (USD Million/ Billion). the market for each segment is present
in North America, Europe, Asia Pacific, Latin America, Middle East &
Africa, and the regional basis for the forecast mentioned above.
Key industry
dynamics, regulatory scenarios, major material dynamics and Contact Center
Analytics market future markets are analyzed to understand their impact on demand
for the forecast period. growth rates have been estimated using correlation,
regression and time-series analysis.
Market Segmentation
For the purpose
of this report, the global contact center analytics market segmented on the
basis of Component Type, Deployment Type, Organization Size, Application, Vertical,
and region:
Component Type Outlook:
On the basis of
component type, the market is segmented into software, services. Further,
software is segmented into speech analytics, text analytics, desktop analytics,
predictive analytics, cross-channel analytics, performance analytics. Further,
services is segmented into professional services, managed services.
Deployment Type Outlook:
On the basis of
deployment type, the market is segmented into on-premises, cloud.
Organization Size Outlook:
On the basis of
organization size, the market is segmented into small and medium-sized
enterprises, large enterprises.
Figure 1 Contact Center Analytics Market By Organization
Size (Market Size And Forecast By Value - USD Million, 2021 & 2029)