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BFSI Contact Center Analytics Market Growth at a CAGR of 20.3% from 2021 to 2030

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According to the Vision Research Reports, the Global BFSI Contact Center Analytics market size was valued at USD 3050.2 million in 2020 and is projected to reach US$ 952.5 million by 2030, growing at a CAGR of 20.3% from 2021 to 2030.

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Growth Factors

 The BFSI sector increasingly demands contact center analytic solutions to analyze customer data and improve customer experience. The increasing efforts of BFSI firms to improve their operational performance and address customer requirements is also one of the major factors driving the market growth. The market growth can be attributed to the increased demand for contact centers among banks, financial institutions, credit unions, and other businesses for improving their customer experience.

Report Highlights

The speech analytics segment dominated the market in 2020 and accounted for over 34.0% share of the global revenue. This can be attributed to the rise in demand for speech analytics among banks to obtain information from recorded calls using data mining. The performance analytics segment is anticipated to grow at a promising pace over the forecast period.

The segment growth can be attributed to the rise in demand for performance analytics among BFSI firms. The integration and deployment segment dominated the market in 2020 and accounted for over 52.0% share of the global revenue. Benefits offered by integration and deployment services, such as improved customer engagement and optimized agent performance, are driving the segment growth.

The on-premise segment dominated the market in 2020 and accounted for over 59.0% share of the global revenue. The demand for on-premise contact center analytics is growing among BFSI firms as it allows easy customizations depending on the client’s banking activities.

The large enterprise segment dominated the market in 2020 and accounted for over 68.0% share of the global revenue. The demand for contact center analytics solutions is growing among large banks that are constantly on the lookout for solutions that can improve their customer satisfaction and reduce operational costs. Additionally, big insurance companies also demand contact center analytics to reduce their fraud claims.

The customer experience management segment dominated the market in 2020 and accounted for over an 28.0% share of the global revenue. Customer experience management solutions enable banks to optimize their customer experience by monitoring, managing, and designing banking service touchpoints.

The banking segment dominated in 2020 and accounted for over 53.0% share of the global revenue. The adoption of contact center analytics in the banking sector is growing as contact centers are gradually emerging as the primary point of contact for banking customers to obtain specific advice and personal assistance.

The credit union segment is expected to expand at the highest CAGR over the forecast period. Several credit unions are implementing contact center analytics solutions to enhance customer experience, which is driving the segment growth.

North America dominated the market in 2020 and accounted for over 42.0% share of the global revenue. The regional market’s growth can be attributed to the presence of prominent players, such as Oracle Corporation, SAP SE, and Cisco Systems, Inc., in the region.

Key Players

  • 8×8, Inc.
  • CallMiner
  • Genesys
  • Five9, Inc.
  • Cisco Systems, Inc.
  • Mitel Networks Corp
  • Oracle Corporation
  • NICE LTD
  • SAP SE
  • Stratifyd

Market Segmentation

  • Solution
    • Cross-channel Analytics
    • Performance Analytics
    • Predictive Analytics
    • Speech Analytics
    • Text Analytics
  • Service
    • Integration & Deployment
    • Support & Maintenance
    • Training & Consulting
    • Managed Services
  • Deployment
    • Hosted
    • On-premise
  • Enterprise Size
    • Large Enterprises
    • Small & Medium Enterprises
  • Application
    • Automatic Call Distributor
    • Customer Experience Management
    • Log Management
    • Real-time Monitoring & Reporting
    • Risk & Compliance Management
    • Workforce Optimization
    • Others
  • Vertical
    • Banking
    • Brokerage
    • Credit Union
    • Financial Institution
    • Insurance
  • Regional
    • North America
      • U.S.
      • Canada
    • Europe
      • Germany
      • U.K.
    • Asia Pacific
      • China
      • India
      • Japan
    • Latin America
      • Brazil
    • Middle East & Africa

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Reasons to Purchase this Report:

– Market segmentation analysis including qualitative and quantitative research incorporating the impact of economic and policy aspects
– Regional and country level analysis integrating the demand and supply forces that are influencing the growth of the market.
– Market value USD Million and volume Units Million data for each segment and sub-segment
– Competitive landscape involving the market share of major players, along with the new projects and strategies adopted by players in the past five years
– Comprehensive company profiles covering the product offerings, key financial information, recent developments, SWOT analysis, and strategies employed by the major market players

Table of Contents

Chapter 1.  Introduction

1.1.  Research Objective

1.2.  Scope of the Study

1.3.  Definition

Chapter 2.  Research Methodology

2.1.  Research Approach

2.2.  Data Sources

2.3.  Assumptions & Limitations

Chapter 3.  Executive Summary

3.1.  Market Snapshot

Chapter 4.  Market Variables and Scope

4.1.  Introduction

4.2.  Market Classification and Scope

4.3.  Industry Value Chain Analysis

4.3.1.    Raw Material Procurement Analysis

4.3.2.    Sales and Distribution Channel Analysis

4.3.3.    Downstream Buyer Analysis

Chapter 5.  Market Dynamics Analysis and Trends

5.1.  Market Dynamics

5.1.1.    Market Drivers

5.1.2.    Market Restraints

5.1.3.    Market Opportunities

5.2.  Porter’s Five Forces Analysis

5.2.1.    Bargaining power of suppliers

5.2.2.    Bargaining power of buyers

5.2.3.    Threat of substitute

5.2.4.    Threat of new entrants

5.2.5.    Degree of competition

Chapter 6.  Competitive Landscape

6.1.1.    Company Market Share/Positioning Analysis

6.1.2.    Key Strategies Adopted by Players

6.1.3.    Vendor Landscape

6.1.3.1.        List of Suppliers

6.1.3.2.        List of Buyers

Chapter 7.  Global BFSI Contact Center Analytics Market, By Solution

7.1.  BFSI Contact Center Analytics Market, by Solution, 2021-2030

7.1.1.    Cross-channel Analytics

7.1.1.1.        Market Revenue and Forecast (2017-2030)

7.1.2.    Performance Analytics

7.1.2.1.        Market Revenue and Forecast (2017-2030)

7.1.3.    Predictive Analytics

7.1.3.1.        Market Revenue and Forecast (2017-2030)

7.1.4.    Speech Analytics

7.1.4.1.        Market Revenue and Forecast (2017-2030)

7.1.5.    Text Analytics

7.1.5.1.        Market Revenue and Forecast (2017-2030)

Chapter 8.  Global BFSI Contact Center Analytics Market, By Service

8.1.  BFSI Contact Center Analytics Market, by Service, 2021-2030

8.1.1.    Integration & Deployment

8.1.1.1.        Market Revenue and Forecast (2017-2030)

8.1.2.    Support & Maintenance

8.1.2.1.        Market Revenue and Forecast (2017-2030)

8.1.3.    Training & Consulting

8.1.3.1.        Market Revenue and Forecast (2017-2030)

8.1.4.    Managed Services

8.1.4.1.        Market Revenue and Forecast (2017-2030)

Chapter 9.  Global BFSI Contact Center Analytics Market, By Deployment

9.1.  BFSI Contact Center Analytics Market, by Deployment, 2021-2030

9.1.1.    Hosted

9.1.1.1.        Market Revenue and Forecast (2017-2030)

9.1.2.    On-premise

9.1.2.1.        Market Revenue and Forecast (2017-2030)

Chapter 10.      Global BFSI Contact Center Analytics Market, By Enterprise Size

10.1.        BFSI Contact Center Analytics Market, by Enterprise Size, 2021-2030

10.1.1.  Large Enterprises

10.1.1.1.      Market Revenue and Forecast (2017-2030)

10.1.2.  Small & Medium Enterprises

10.1.2.1.      Market Revenue and Forecast (2017-2030)

Chapter 11.      Global BFSI Contact Center Analytics Market, By Application

11.1.        BFSI Contact Center Analytics Market, by Application, 2021-2030

11.1.1.  Automatic Call Distributor

11.1.1.1.      Market Revenue and Forecast (2017-2030)

11.1.2.  Customer Experience Management

11.1.2.1.      Market Revenue and Forecast (2017-2030)

11.1.3.  Log Management

11.1.3.1.      Market Revenue and Forecast (2017-2030)

11.1.4.  Real-time Monitoring & Reporting

11.1.4.1.      Market Revenue and Forecast (2017-2030)

11.1.5.  Risk & Compliance Management

11.1.5.1.      Market Revenue and Forecast (2017-2030)

11.1.6.  Workforce Optimization

11.1.6.1.      Market Revenue and Forecast (2017-2030)

11.1.7.  Others

11.1.7.1.      Market Revenue and Forecast (2017-2030)

Chapter 12.      Global BFSI Contact Center Analytics Market, By Vertical

12.1.        BFSI Contact Center Analytics Market, by Vertical, 2021-2030

12.1.1.  Banking

12.1.1.1.      Market Revenue and Forecast (2017-2030)

12.1.2.  Brokerage

12.1.2.1.      Market Revenue and Forecast (2017-2030)

12.1.3.  Credit Union

12.1.3.1.      Market Revenue and Forecast (2017-2030)

12.1.4.  Financial Institution

12.1.4.1.      Market Revenue and Forecast (2017-2030)

12.1.5.  Insurance

12.1.5.1.      Market Revenue and Forecast (2017-2030)

Chapter 13.      Global BFSI Contact Center Analytics  Market, Regional Estimates and Trend Forecast

13.1.        North America

13.1.1.  Market Revenue and Forecast, by Solution (2017-2030)

13.1.2.  Market Revenue and Forecast, by Service (2017-2030)

13.1.3.  Market Revenue and Forecast, by Deployment (2017-2030)

13.1.4.  Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.1.5.  Market Revenue and Forecast, by Application (2017-2030)

13.1.6.  Market Revenue and Forecast, by Vertical (2017-2030)

13.1.7.  U.S.

13.1.7.1.      Market Revenue and Forecast, by Solution (2017-2030)

13.1.7.2.      Market Revenue and Forecast, by Service (2017-2030)

13.1.7.3.      Market Revenue and Forecast, by Deployment (2017-2030)

13.1.7.4.      Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.1.7.5.      Market Revenue and Forecast, by Application (2017-2030)

13.1.7.6.      Market Revenue and Forecast, by Vertical (2017-2030)

13.1.8.  Rest of North America

13.1.8.1.      Market Revenue and Forecast, by Solution (2017-2030)

13.1.8.2.      Market Revenue and Forecast, by Service (2017-2030)

13.1.8.3.      Market Revenue and Forecast, by Deployment (2017-2030)

13.1.8.4.      Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.1.8.5.      Market Revenue and Forecast, by Application (2017-2030)

13.1.8.6.      Market Revenue and Forecast, by Vertical (2017-2030)

13.2.        Europe

13.2.1.  Market Revenue and Forecast, by Solution (2017-2030)

13.2.2.  Market Revenue and Forecast, by Service (2017-2030)

13.2.3.  Market Revenue and Forecast, by Deployment (2017-2030)

13.2.4.  Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.2.5.  Market Revenue and Forecast, by Application (2017-2030)

13.2.6.  Market Revenue and Forecast, by Vertical (2017-2030)

13.2.7.  UK

13.2.7.1.      Market Revenue and Forecast, by Solution (2017-2030)

13.2.7.2.      Market Revenue and Forecast, by Service (2017-2030)

13.2.7.3.      Market Revenue and Forecast, by Deployment (2017-2030)

13.2.7.4.      Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.2.7.5.      Market Revenue and Forecast, by Application (2017-2030)

13.2.7.6.      Market Revenue and Forecast, by Vertical (2017-2030)

13.2.8.  Germany

13.2.8.1.      Market Revenue and Forecast, by Solution (2017-2030)

13.2.8.2.      Market Revenue and Forecast, by Service (2017-2030)

13.2.8.3.      Market Revenue and Forecast, by Deployment (2017-2030)

13.2.8.4.      Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.2.8.5.      Market Revenue and Forecast, by Application (2017-2030)

13.2.8.6.      Market Revenue and Forecast, by Vertical (2017-2030)

13.2.9.  France

13.2.9.1.      Market Revenue and Forecast, by Solution (2017-2030)

13.2.9.2.      Market Revenue and Forecast, by Service (2017-2030)

13.2.9.3.      Market Revenue and Forecast, by Deployment (2017-2030)

13.2.9.4.      Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.2.9.5.      Market Revenue and Forecast, by Application (2017-2030)

13.2.9.6.      Market Revenue and Forecast, by Vertical (2017-2030)

13.2.10.               Rest of Europe

13.2.10.1.   Market Revenue and Forecast, by Solution (2017-2030)

13.2.10.2.   Market Revenue and Forecast, by Service (2017-2030)

13.2.10.3.   Market Revenue and Forecast, by Deployment (2017-2030)

13.2.10.4.   Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.2.10.5.   Market Revenue and Forecast, by Application (2017-2030)

13.2.10.6.   Market Revenue and Forecast, by Vertical (2017-2030)

13.3.        APAC

13.3.1.  Market Revenue and Forecast, by Solution (2017-2030)

13.3.2.  Market Revenue and Forecast, by Service (2017-2030)

13.3.3.  Market Revenue and Forecast, by Deployment (2017-2030)

13.3.4.  Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.3.5.  Market Revenue and Forecast, by Application (2017-2030)

13.3.6.  Market Revenue and Forecast, by Vertical (2017-2030)

13.3.7.  India

13.3.7.1.      Market Revenue and Forecast, by Solution (2017-2030)

13.3.7.2.      Market Revenue and Forecast, by Service (2017-2030)

13.3.7.3.      Market Revenue and Forecast, by Deployment (2017-2030)

13.3.7.4.      Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.3.7.5.      Market Revenue and Forecast, by Application (2017-2030)

13.3.7.6.      Market Revenue and Forecast, by Vertical (2017-2030)

13.3.8.  China

13.3.8.1.      Market Revenue and Forecast, by Solution (2017-2030)

13.3.8.2.      Market Revenue and Forecast, by Service (2017-2030)

13.3.8.3.      Market Revenue and Forecast, by Deployment (2017-2030)

13.3.8.4.      Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.3.8.5.      Market Revenue and Forecast, by Application (2017-2030)

13.3.8.6.      Market Revenue and Forecast, by Vertical (2017-2030)

13.3.9.  Japan

13.3.9.1.      Market Revenue and Forecast, by Solution (2017-2030)

13.3.9.2.      Market Revenue and Forecast, by Service (2017-2030)

13.3.9.3.      Market Revenue and Forecast, by Deployment (2017-2030)

13.3.9.4.      Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.3.9.5.      Market Revenue and Forecast, by Application (2017-2030)

13.3.9.6.      Market Revenue and Forecast, by Vertical (2017-2030)

13.3.10.               Rest of APAC

13.3.10.1.   Market Revenue and Forecast, by Solution (2017-2030)

13.3.10.2.   Market Revenue and Forecast, by Service (2017-2030)

13.3.10.3.   Market Revenue and Forecast, by Deployment (2017-2030)

13.3.10.4.   Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.3.10.5.   Market Revenue and Forecast, by Application (2017-2030)

13.3.10.6.   Market Revenue and Forecast, by Vertical (2017-2030)

13.4.        MEA

13.4.1.  Market Revenue and Forecast, by Solution (2017-2030)

13.4.2.  Market Revenue and Forecast, by Service (2017-2030)

13.4.3.  Market Revenue and Forecast, by Deployment (2017-2030)

13.4.4.  Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.4.5.  Market Revenue and Forecast, by Application (2017-2030)

13.4.6.  Market Revenue and Forecast, by Vertical (2017-2030)

13.4.7.  GCC

13.4.7.1.      Market Revenue and Forecast, by Solution (2017-2030)

13.4.7.2.      Market Revenue and Forecast, by Service (2017-2030)

13.4.7.3.      Market Revenue and Forecast, by Deployment (2017-2030)

13.4.7.4.      Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.4.7.5.      Market Revenue and Forecast, by Application (2017-2030)

13.4.7.6.      Market Revenue and Forecast, by Vertical (2017-2030)

13.4.8.  North Africa

13.4.8.1.      Market Revenue and Forecast, by Solution (2017-2030)

13.4.8.2.      Market Revenue and Forecast, by Service (2017-2030)

13.4.8.3.      Market Revenue and Forecast, by Deployment (2017-2030)

13.4.8.4.      Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.4.8.5.      Market Revenue and Forecast, by Application (2017-2030)

13.4.8.6.      Market Revenue and Forecast, by Vertical (2017-2030)

13.4.9.  South Africa

13.4.9.1.      Market Revenue and Forecast, by Solution (2017-2030)

13.4.9.2.      Market Revenue and Forecast, by Service (2017-2030)

13.4.9.3.      Market Revenue and Forecast, by Deployment (2017-2030)

13.4.9.4.      Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.4.9.5.      Market Revenue and Forecast, by Application (2017-2030)

13.4.9.6.      Market Revenue and Forecast, by Vertical (2017-2030)

13.4.10.               Rest of MEA

13.4.10.1.   Market Revenue and Forecast, by Solution (2017-2030)

13.4.10.2.   Market Revenue and Forecast, by Service (2017-2030)

13.4.10.3.   Market Revenue and Forecast, by Deployment (2017-2030)

13.4.10.4.   Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.4.10.5.   Market Revenue and Forecast, by Application (2017-2030)

13.4.10.6.   Market Revenue and Forecast, by Vertical (2017-2030)

13.5.        Latin America

13.5.1.  Market Revenue and Forecast, by Solution (2017-2030)

13.5.2.  Market Revenue and Forecast, by Service (2017-2030)

13.5.3.  Market Revenue and Forecast, by Deployment (2017-2030)

13.5.4.  Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.5.5.  Market Revenue and Forecast, by Application (2017-2030)

13.5.6.  Market Revenue and Forecast, by Vertical (2017-2030)

13.5.7.  Brazil

13.5.7.1.      Market Revenue and Forecast, by Solution (2017-2030)

13.5.7.2.      Market Revenue and Forecast, by Service (2017-2030)

13.5.7.3.      Market Revenue and Forecast, by Deployment (2017-2030)

13.5.7.4.      Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.5.7.5.      Market Revenue and Forecast, by Application (2017-2030)

13.5.7.6.      Market Revenue and Forecast, by Vertical (2017-2030)

13.5.8.  Rest of LATAM

13.5.8.1.      Market Revenue and Forecast, by Solution (2017-2030)

13.5.8.2.      Market Revenue and Forecast, by Service (2017-2030)

13.5.8.3.      Market Revenue and Forecast, by Deployment (2017-2030)

13.5.8.4.      Market Revenue and Forecast, by Enterprise Size (2017-2030)

13.5.8.5.      Market Revenue and Forecast, by Application (2017-2030)

13.5.8.6.      Market Revenue and Forecast, by Vertical (2017-2030)

Chapter 14.  Company Profiles

14.1.              8×8, Inc.

14.1.1.  Company Overview

14.1.2.  Product Offerings

14.1.3.  Financial Performance

14.1.4.  Recent Initiatives

14.2.              CallMiner

14.2.1.  Company Overview

14.2.2.  Product Offerings

14.2.3.  Financial Performance

14.2.4.  Recent Initiatives

14.3.              Genesys

14.3.1.  Company Overview

14.3.2.  Product Offerings

14.3.3.  Financial Performance

14.3.4.  Recent Initiatives

14.4.              Five9, Inc.

14.4.1.  Company Overview

14.4.2.  Product Offerings

14.4.3.  Financial Performance

14.4.4.  Recent Initiatives

14.5.              Cisco Systems, Inc.

14.5.1.  Company Overview

14.5.2.  Product Offerings

14.5.3.  Financial Performance

14.5.4.  Recent Initiatives

14.6.              Mitel Networks Corp

14.6.1.  Company Overview

14.6.2.  Product Offerings

14.6.3.  Financial Performance

14.6.4.  Recent Initiatives

14.7.              Oracle Corporation

14.7.1.  Company Overview

14.7.2.  Product Offerings

14.7.3.  Financial Performance

14.7.4.  Recent Initiatives

14.8.              NICE LTD

14.8.1.  Company Overview

14.8.2.  Product Offerings

14.8.3.  Financial Performance

14.8.4.  Recent Initiatives

14.9.              SAP SE

14.9.1.  Company Overview

14.9.2.  Product Offerings

14.9.3.  Financial Performance

14.9.4.  Recent Initiatives

14.10.           Stratifyd

14.10.1.               Company Overview

14.10.2.               Product Offerings

14.10.3.               Financial Performance

14.10.4.               Recent Initiatives

Chapter 15.  Research Methodology

15.1.              Primary Research

15.2.              Secondary Research

15.3.              Assumptions

Chapter 16.  Appendix

16.1.              About Us

16.2.              Glossary of Terms

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