The global contact center analytics market size accounted for US$ 1.8 billion in 2021 and is projected to reach around USD 9.1 billion by 2030, growing at a CAGR of 19.73% from 2022 to 2030.
Contact Center Analytics Market Key Takeaways:
- By solution, the speech analytics segment has accounted global revenue share of 24.5% in 2021.
- By service, the integration & deployment segment has captured 42% market share in 2021.
- By deployment, the on-premise deployment segment has generated 58.5% revenue share in 2021.
- By enterprise size, the global large enterprises segment has reached 58% of the global revenue share in 2021.
- By application, the customer experience management segment hit 19% of total revenue share in 2021.
- By end use, the IT & telecom segment has reached more than 25.5% revenue share in 2021.
- The North American region has accounted more than 34.6% revenue share in 2021.
Report Summary
The global contact center analytics market report provides a Point-by-Point and In-Depth analysis of global market size, regional and country-level market size, market share, segmentation market growth, competitive landscape, sales analysis, opportunities analysis, strategic market growth analysis, the impact of domestic and global market key players, value chain optimization, trade regulations, recent developments, product launches, area marketplace expanding, and technological innovations.
The study offers a comprehensive analysis on diverse features, including production capacities, demand, product developments, revenue generation, and sales in the contact center analytics market across the globe.
A comprehensive estimate on the contact center analytics market has been provided through an optimistic scenario as well as a conservative scenario, taking into account the sales of contact center analytics during the forecast period. Price point comparison by region with global average price is also considered in the study.
Contact Center Analytics Market Scope
| Report Coverage | Details |
| Market Size in 2022 | USD 2.16 Billion |
| Market Size by 2030 | USD 9.1 Billion |
| Growth Rate from 2022 to 2030 | CAGR of 19.73% |
| Base Year | 2021 |
| Forecast Period | 2022 to 2030 |
| Segments Covered | Solution, Service, Deployment, Enterprise Size, End User, and Geography |
Key Highlights:
Reports Coverage: It incorporates key market sections, key makers secured, the extent of items offered in the years considered, worldwide containerized contact center analytics market and study goals. Moreover, it contacts the division study gave in the report based on the sort of item and applications.
Market Outline: This area stresses the key investigations, market development rate, serious scene, market drivers, patterns, and issues notwithstanding the naturally visible pointers.
Market Production by Region: The report conveys information identified with import and fare, income, creation, and key players of every single local market contemplated are canvassed right now.
Also Read: Carbon Nanomaterials Market Size Analysis 2022 To 2030
Contact Center Analytics Market Players
The report includes the profiles of key contact center analytics market companies along with their SWOT analysis and market strategies. In addition, the report focuses on leading industry players with information such as company profiles, components and services offered, financial information, key development in past five years.
Major companies operating in this area are 8X8 Inc., CallMiner, Mitel Networks Corp., Nice Ltd., Oracle Corp, Cisco Systems, Inc., Enghouse Interactive, Five9, Inc., Genesys, Genpact Ltd., SAP SE
Market Segmentation
By Solution
- Speech Analytics
- Performance Analytics
- Predictive Analytics
- Text Analytics
By Service
- Integration & Deployment
- Managed Services
- Support & Maintenance
- Training & Consulting
By Deployment
- On-premise
- Hosted
By Enterprise Size
- Large Enterprises
- Small & Medium Enterprises
By End User
- IT & Telecom
- Travel & Hospitality
- Consumer Goods & Retail
- Government
- Healthcare
- Others
Regional Segmentation
- North America (U.S., Canada, Mexico)
- Europe (Germany, France, U.K., Italy, Spain, Rest of Europe)
- Asia-Pacific (China, Japan, India, Southeast Asia and Rest of APAC)
- Latin America (Brazil and Rest of Latin America)
- Middle East and Africa (GCC, North Africa, South Africa, Rest of MEA)
Research Methodology
Secondary Research
It involves company databases such as Hoover’s: This assists us to recognize financial information, the structure of the market participants and industry’s competitive landscape.
The secondary research sources referred in the process are as follows:
- Governmental bodies, and organizations creating economic policies
- National and international social welfare institutions
- Company websites, financial reports and SEC filings, broker and investor reports
- Related patent and regulatory databases
- Statistical databases and market reports
- Corporate Presentations, news, press release, and specification sheet of Manufacturers
Primary Research
Primary research includes face-to-face interviews, online surveys, and telephonic interviews.
- Means of primary research: Email interactions, telephonic discussions and Questionnaire-based research etc.
- In order to validate our research findings and analysis, we conduct primary interviews of key industry participants. Insights from primary respondents help in validating the secondary research findings. It also develops Research Team’s expertise and market understanding.
TABLE OF CONTENT
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. COVID 19 Impact on Contact Center Analytics Market
5.1. COVID-19 Landscape: Contact Center Analytics Industry Impact
5.2. COVID 19 – Impact Assessment for the Industry
5.3. COVID 19 Impact: Global Major Government Policy
5.4. Market Trends and Opportunities in the COVID-19 Landscape
Chapter 6. Market Dynamics Analysis and Trends
6.1. Market Dynamics
6.1.1. Market Drivers
6.1.2. Market Restraints
6.1.3. Market Opportunities
6.2. Porter’s Five Forces Analysis
6.2.1. Bargaining power of suppliers
6.2.2. Bargaining power of buyers
6.2.3. Threat of substitute
6.2.4. Threat of new entrants
6.2.5. Degree of competition
Chapter 7. Competitive Landscape
7.1.1. Company Market Share/Positioning Analysis
7.1.2. Key Strategies Adopted by Players
7.1.3. Vendor Landscape
7.1.3.1. List of Suppliers
7.1.3.2. List of Buyers
Chapter 8. Global Contact Center Analytics Market, By Solution
8.1. Contact Center Analytics Market, by Solution, 2022-2030
8.1.1. Speech Analytics
8.1.1.1. Market Revenue and Forecast (2017-2030)
8.1.2. Performance Analytics
8.1.2.1. Market Revenue and Forecast (2017-2030)
8.1.3. Predictive Analytics
8.1.3.1. Market Revenue and Forecast (2017-2030)
8.1.4. Text Analytics
8.1.4.1. Market Revenue and Forecast (2017-2030)
Chapter 9. Global Contact Center Analytics Market, By Service
9.1. Contact Center Analytics Market, by Service, 2022-2030
9.1.1. Integration & Deployment
9.1.1.1. Market Revenue and Forecast (2017-2030)
9.1.2. Managed Services
9.1.2.1. Market Revenue and Forecast (2017-2030)
9.1.3. Support & Maintenance
9.1.3.1. Market Revenue and Forecast (2017-2030)
9.1.4. Training & Consulting
9.1.4.1. Market Revenue and Forecast (2017-2030)
Chapter 10. Global Contact Center Analytics Market, By Deployment
10.1. Contact Center Analytics Market, by Deployment, 2022-2030
10.1.1. On-premise
10.1.1.1. Market Revenue and Forecast (2017-2030)
10.1.2. Hosted
10.1.2.1. Market Revenue and Forecast (2017-2030)
Chapter 11. Global Contact Center Analytics Market, By Enterprise Size
11.1. Contact Center Analytics Market, by Enterprise Size, 2022-2030
11.1.1. Large Enterprises
11.1.1.1. Market Revenue and Forecast (2017-2030)
11.1.2. Small & Medium Enterprises
11.1.2.1. Market Revenue and Forecast (2017-2030)
Chapter 12. Global Contact Center Analytics Market, By End User
12.1. Contact Center Analytics Market, by End User, 2022-2030
12.1.1. IT & Telecom
12.1.1.1. Market Revenue and Forecast (2017-2030)
12.1.2. Travel & Hospitality
12.1.2.1. Market Revenue and Forecast (2017-2030)
12.1.3. Consumer Goods & Retail
12.1.3.1. Market Revenue and Forecast (2017-2030)
12.1.4. Government
12.1.4.1. Market Revenue and Forecast (2017-2030)
12.1.5. Healthcare
12.1.5.1. Market Revenue and Forecast (2017-2030)
12.1.6. Others
12.1.6.1. Market Revenue and Forecast (2017-2030)
Chapter 13. Global 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 End User (2017-2030)
13.1.6. U.S.
13.1.6.1. Market Revenue and Forecast, by Solution (2017-2030)
13.1.6.2. Market Revenue and Forecast, by Service (2017-2030)
13.1.6.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.1.6.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.1.6.5. Market Revenue and Forecast, by End User (2017-2030)
13.1.7. Rest of North America
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 End User (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 End User (2017-2030)
13.2.6. UK
13.2.6.1. Market Revenue and Forecast, by Solution (2017-2030)
13.2.6.2. Market Revenue and Forecast, by Service (2017-2030)
13.2.6.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.2.7. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.2.8. Market Revenue and Forecast, by End User (2017-2030)
13.2.9. Germany
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)
13.2.10. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.2.11. Market Revenue and Forecast, by End User (2017-2030)
13.2.12. France
13.2.12.1. Market Revenue and Forecast, by Solution (2017-2030)
13.2.12.2. Market Revenue and Forecast, by Service (2017-2030)
13.2.12.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.2.12.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.2.13. Market Revenue and Forecast, by End User (2017-2030)
13.2.14. Rest of Europe
13.2.14.1. Market Revenue and Forecast, by Solution (2017-2030)
13.2.14.2. Market Revenue and Forecast, by Service (2017-2030)
13.2.14.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.2.14.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.2.15. Market Revenue and Forecast, by End User (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 End User (2017-2030)
13.3.6. India
13.3.6.1. Market Revenue and Forecast, by Solution (2017-2030)
13.3.6.2. Market Revenue and Forecast, by Service (2017-2030)
13.3.6.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.3.6.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.3.7. Market Revenue and Forecast, by End User (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)
13.3.9. Market Revenue and Forecast, by End User (2017-2030)
13.3.10. Japan
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 End User (2017-2030)
13.3.11. Rest of APAC
13.3.11.1. Market Revenue and Forecast, by Solution (2017-2030)
13.3.11.2. Market Revenue and Forecast, by Service (2017-2030)
13.3.11.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.3.11.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.3.11.5. Market Revenue and Forecast, by End User (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 End User (2017-2030)
13.4.6. GCC
13.4.6.1. Market Revenue and Forecast, by Solution (2017-2030)
13.4.6.2. Market Revenue and Forecast, by Service (2017-2030)
13.4.6.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.4.6.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.4.7. Market Revenue and Forecast, by End User (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)
13.4.9. Market Revenue and Forecast, by End User (2017-2030)
13.4.10. South Africa
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 End User (2017-2030)
13.4.11. Rest of MEA
13.4.11.1. Market Revenue and Forecast, by Solution (2017-2030)
13.4.11.2. Market Revenue and Forecast, by Service (2017-2030)
13.4.11.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.4.11.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.4.11.5. Market Revenue and Forecast, by End User (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 End User (2017-2030)
13.5.6. Brazil
13.5.6.1. Market Revenue and Forecast, by Solution (2017-2030)
13.5.6.2. Market Revenue and Forecast, by Service (2017-2030)
13.5.6.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.5.6.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.5.7. Market Revenue and Forecast, by End User (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 End User (2017-2030)
Chapter 14. Company Profiles
14.1. 8X8 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. Mitel Networks Corp.
14.3.1. Company Overview
14.3.2. Product Offerings
14.3.3. Financial Performance
14.3.4. Recent Initiatives
14.4. Nice Ltd.
14.4.1. Company Overview
14.4.2. Product Offerings
14.4.3. Financial Performance
14.4.4. Recent Initiatives
14.5. Oracle Corp
14.5.1. Company Overview
14.5.2. Product Offerings
14.5.3. Financial Performance
14.5.4. Recent Initiatives
14.6. Cisco Systems, Inc.
14.6.1. Company Overview
14.6.2. Product Offerings
14.6.3. Financial Performance
14.6.4. Recent Initiatives
14.7. Enghouse Interactive
14.7.1. Company Overview
14.7.2. Product Offerings
14.7.3. Financial Performance
14.7.4. Recent Initiatives
14.8. Five9, Inc.
14.8.1. Company Overview
14.8.2. Product Offerings
14.8.3. Financial Performance
14.8.4. Recent Initiatives
14.9. Genesys, Genpact Ltd.
14.9.1. Company Overview
14.9.2. Product Offerings
14.9.3. Financial Performance
14.9.4. Recent Initiatives
14.10. SAP SE
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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