Press release
Contact Center Analytics Market 2018 Global Key Leaders: Genesys, Verint Systems, Genpact Limited, Mitel Networks, SAP SE, Five9, Enghouse Interactive, CallMiner
Market Scenario:
Contact center analytics are mostly used to measure the performance of customer service representatives individually as well as in whole. The analytics are used to understand the overall approach of customer relationship management in a proper manner. They are generally used by the call centers to evaluate interactions and identify the gap so that proper corrections can be done. The call center analytics helps organizations to overcome everyday challenges.
The factors contributing to the growth of the Contact Center Analytics Market are increasing demand for improved customer experience management solutions, enables companies to gain crucial insights to enhance customer experience and proliferation of cloud computing. Furthermore, factors such as increasing demand for various analytical solutions and the growing compliance requirements are expected to boost the growth of the contact center analytics market over the forecast period, 2017-2023.
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Also, over the next few years contact centers improving the multichannel and cross channel customer experience. The customers use various different methods such as emails, voice chat, and web chat among others.
Geographically, North America accounted for the largest market share in the global contact center analytics market, whereas Asia-Pacific is expected to grow at a fast pace over the forecast period, 2017-2023.
The global customer experience management market is expected to reach approximately USD 1.5 billion by the end of 2023 with 16% CAGR during forecast period 2017-2023.
Key Players
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.
Contact Center Analytics Global Market - Segmentation
• Segmentation by Component: Software and Solutions.
• Segmentation by Deployment: On-Premise and On-demand.
• Segmentation by Organisation Size: Small, Medium and Large.
• Segmentation by Application: Workforce Optimization, Risk Management, Customer Experience Management, Real-time Monitoring and Others.
• Segmentation by End-Users: BFSI, Government, Retail, Healthcare, Manufacturing, IT & Telecommunications, Hospitality, Defence, Energy, and Others.
• Segmentation by Region: North-America, Europe, Asia-Pacific, Rest of the World.
Contact Center Analytics Global Market - Regional Analysis
The regional analysis of contact center analytics market is studied for North America, Europe, Asia Pacific and Rest of the World.
North America is expected to dominate the market of contact center analytics due to presence of large number of key players such as Oracle Corporation, Cisco Systems Inc, 8X8 Inc in the region. Moreover, North America has large number of industries who have operation base and contact centers in this region which is expected to support the dominance of this region.
Asia-Pacific is expected to show the highest growth in contact center analytics market as in this region the call center operations are increasing owing to adoption of speech analytics and contact center analytics solution to reduce the operation cost.
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Intended Audience
• Manufacturers
• Distributors
• Research firms
• Consultancy firms
• Software Developers
• Vendors
• Semiconductor Manufacturers
• End-user sectors
• Technology Investors
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At Market Research Future (MRFR), we enable our customers to unravel the complexity of various industries through our Cooked Research Report (CRR), Half-Cooked Research Reports (HCRR), Raw Research Reports (3R), Continuous-Feed Research (CFR), and Market Research & Consulting Services.
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To stay updated with technology and work process of the industry, MRFR often plans & conducts meet with the industry experts and industrial visits for its research analyst members.
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