Contact Center Analytics Market Size, Trends, Emerging Growth Factors and Forecasts to 2027- 8x8, Cisco Systems, Enghouse Interactive, Five9, Genesys, Mitel Networks

The contact center analytics is mainly used by the call centers to estimate the performance of the customer service representatives and get a better understanding of the overall customer relationship management. The communications between clients and customers are evaluated, enabling companies to take corrective action on unstructured data and collect rare insights about the customers. The contact center analytics also chains in gathering the enormous customer-related data, which is utilized by the enterprises for decision making and offering quality customer feedbacks and services.

Companies engaged in the contact center analytics market are 8x8, Cisco Systems, Enghouse Interactive, Five9, Genesys, Mitel Networks, NICE Systems, Oracle, SAP SE, Verint

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The global contact center analytics market is segmented on the basis of component, deployment model, organization size, application, industry vertical. On the basis of component, the market is segmented as software, services. On the basis of deployment model, the market is segmented as on-premises, cloud. On the basis of organization size, the market is segmented as large enterprises, small and medium-sized enterprises. On the basis of application, the market is segmented as automatic call distributor, log management, risk and compliance management, real-time monitoring and reporting, workforce optimization, customer experience management, others. On the basis of industry vertical, the market is segmented as healthcare and life sciences, BFSI, manufacturing, retail and consumer goods, telecom and IT, energy and utilities, government and defense, others.

The increasing demand for better customer experience management solutions, the growing demand for text and speech analytics, and increased compliance requirements are some of the significant factors driving the growth of the contact center analytics market. However, the high investment cost is the major factor that may restrain the growth of the contact center analytics market. Moreover, the increasing adoption of social media analytics, predictive analytics, and real-time monitoring and analytics is anticipated to boost the growth of the contact center analytics market.

The report aims to provide an overview of contact center analytics market with detailed market segmentation by component, deployment model, organization size, application, industry vertical. The global contact center analytics market is expected to witness high growth during the forecast period. The report provides key statistics on the market status of the leading contact center analytics market players and offers key trends and opportunities in the contact center analytics market.

The report provides a detailed overview of the industry including both qualitative and quantitative information. It provides overview and forecast of the global contact center analytics market based on various segments. It also provides market size and forecast estimates from year 2017 to 2027 with respect to five major regions, namely; North America, Europe, Asia-Pacific (APAC), Middle East and Africa (MEA) and South America. The contact center analytics market by each region is later sub-segmented by respective countries and segments. The report covers analysis and forecast of 18 countries globally along with current trend and opportunities prevailing in the region.

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