Contact Center Analytics Market 2018 Global Leaders Overview: Mitel Networks, Five9, NICE, Oracle, Genesys, Genpact Limited, CallMiner, Enghouse Interactive, Verint Systems

Market Research Future published a research report on “Global Contact Center Analytics Market Research Report- Forecast 2023” – Market Analysis, Scope, Stake, Progress, Trends and Forecast to 2023.

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.

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.

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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.

Global Contact Center Analytics Market – Segmentations

MRFR has segmented the market into six key dynamics for the convenience of understanding;

• By Components : Software and Solutions among others.
• By Deployment: On-premises and On-demand.
• By Organization Size: Small, Medium and Large
• By Applications: Workforce Optimization, Risk Management, Customer Experience Management, and Real-time Monitoring among others.
• By End-Users: BFSI, Government, Retail, Healthcare, Manufacturing, IT & Telecommunications, Hospitality, Defense, and Energy among others.
• By Regions: North America, Europe, APAC and Rest-of-the-World.

Global Contact Center Analytics Market- Geographical Analysis

The North America market leads the global contact center analytics market with the largest market share. The market is growing due to the technical advancements and the well-established infrastructures in the region.
North America will retain its dominance during the forecast period, witnessing augmenting uptake due to the government’s programmes encouraging the advancements. Also, factors such as advancements in the customer experience management, the presence of the large operation base and customer contact centers and augmenting uptake of cloud-based analytics solutions across various industries.

Whereas the Asia Pacific market for contact center analytics, emerging as one of the lucrative markets will register the highest CAGR in the next six years. The market growth in the region attributes to the extensive demand for the deployment of contact center analytics technologies with advanced Analytics solutions that provides comprehensive support and specialty in real-time access of data that can empower enterprises to make faster business decisions, comprehending business scenario quickly.

Also, the aggressively growing market in India, expanding due to the government’s efforts to promote programmes such as Digital India Program with the vision to transform India into a digitally empowered society is supporting the market growth in the region to an extent.

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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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This release was published on openPR.