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市场调查报告书
商品编码
1560419

客服中心分析市场报告：2030 年趋势、预测与竞争分析

Contact Center Analytics Market Report: Trends, Forecast and Competitive Analysis to 2030
出版日期: | 出版商: Lucintel | 英文 150 Pages | 商品交期: 3个工作天内

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简介目录

客服中心分析趋势与预测

到 2030 年，全球客服中心分析市场预计将达到 34 亿美元，2024 年至 2030 年的复合年增长率为 11.3%。该市场的主要驱动力是人工智慧 (AI)、机器学习 (ML)、语音分析、文字分析等新时代技术的采用、对改进的客户体验管理解决方案和云端基础的客服中心软体的高需求。用途的扩充等全球客服中心分析市场的未来看起来充满希望，BFSI、医疗保健、零售/电子商务、政府/教育、IT/通讯和旅游/酒店市场都有机会。

Lucintel 预测，由于采用先进的客服中心技术和社群媒体平台的持续发展，解决方案将在预测期内呈现最高成长。

由于云端基础的客服中心分析解决方案、全球化、经济转型和数数位化的成长，预计亚太地区将在预测期内实现最高成长。

客服中心分析市场的新趋势

以客户为中心、技术进步、不断变化的消费者期望以及对资料主导决策的日益重视——所有这些因素共同创造了客服中心分析市场的许多新趋势。这些因素正在塑造公司对客户服务和业务效率的思考方式。

  • 整合人工智慧和机器学习：人工智慧越来越多地与机器学习集成，用于客服中心分析，以自动产生见解并做出更准确的预测。这些技术分析大量客户资料，以识别模式、增强决策和个人化交互，从而提高客户满意度和业务效率。
  • 即时分析：即时分析正在成为客服中心必须拥有的重要工具，以便及时有效地解决客户问题。互动的即时分析可以及时改变策略和资源分配，以获得卓越的体验和高效的营运。
  • 全通路分析：客户正在使用多种管道，增加了对全通路分析的需求。这一趋势将来自不同接触点（例如电话、电子邮件、聊天和社交媒体）的所有资料整合到统一的视图中，以提供对客户行为和偏好的全面了解。
  • 云端解决方案：云端基础的客服中心分析解决方案因其可扩展性、灵活性和成本效益而获得发展势头。因此，公司可以使用云端解决方案来提供先进的分析工具，而无需对基础设施进行大量前期投资。云端解决方案描述了对资料的即时存取和即时协作。
  • 提高资料隐私和合规性：资料隐私监管趋势正在影响客服中心分析解决方案的合规性。这使得分析平台能够建立客户信任并避免法律后果，同时遵守 GDPR 等资料保护法。

人工智慧和机器学习、即时分析、全通路功能、云端基础的解决方案和更高的资料隐私等新趋势的整合将塑造客服中心分析市场的未来。这些趋势将使分析成为客服中心业务的核心部分，从而确保创新并进一步加速客户服务。

客服中心分析市场的最新趋势

客服中心分析市场的最新趋势显示技术的快速发展，从而为现场客服中心提供了增强客户服务和业务效率的机会。关键发展代表了分析中能力、整合和合规性问题的变化。

  • 人工智慧主导分析的前沿：最新趋势包括分析平台中的先进人工智慧和机器学习演算法。这不仅可以帮助您深入分析客户互动并预测趋势，还可以让您自动回应，以实现完整的服务品质和业务效率。
  • 即时资料处理能力提升：即时资料处理能力快速提升。更聪明的分析工具将使客服中心在客户互动实际发生时处理资料并采取行动，使客户服务更快、更个人化。
  • 全通路分析是商业世界中不断成长的趋势，透过整合全通路分析，公司可以集中来自客户互动中每个接触点的资料。全通路分析可以更好地实施策略并改善客户体验。
  • 云端基础的分析平台的出现势头强劲，灵活的可扩展性变得越来越广泛。这些平台使客服中心可以轻鬆利用高端分析工具，而无需大量资本投资。这可以实现经济高效且灵活的营运。
  • 资料隐私和合规性：最近的趋势包括分析平台，旨在透过遵守 GDPR 等法规来解决日益增长的资料隐私问题。这提供了一种安全且透明的资料处理方式。

客服中心分析市场最近的成长包括人工智慧主导的分析、即时资料处理、全通路整合、云端基础的平台以及对资料隐私的重视等技术进步。所有这些趋势都将为客服中心带来增强的功能，并推动客户服务的创新。

客服中心分析市场的策略成长机会

客服中心分析有几个与不断变化的技术和客户需求相关的策略机会。利用这些机会可以在提高服务品质和业务效率方面创造额外价值。

  • 整合人工智慧和自动化：整合人工智慧和客服中心分析可以带来效率和改善客户体验的好处。人工智慧驱动的工具可以自动执行日常任务，分析大量信息，并推动可操作的见解，以做出更好的决策，从而改善客户经验。
  • 新兴市场的市场渗透：由于客服中心对先进解决方案的需求不断增加，向新兴市场的扩张被视为成长领域。印度和中国等市场可以利用数位技术的快速采用，提供适合其需求的分析解决方案。
  • 发展高阶分析能力：增加对高阶分析能力（例如预测性和规范性分析）的投资是成长的驱动力之一。这些使客服中心能够透过增强整体服务交付的主动策略来预测客户需求并优化业务。
  • 专注于客户体验管理：对客户体验管理的日益关注可能会创造一个机会来建立深入检查客户行为和偏好的分析解决方案。透过集中分析改善客户体验可以提高满意度和忠诚度。
  • 更好的合规解决方案：随着法规数量的增加，确保资料隐私和合规性的分析解决方案的开发也在增加。透过提供确保法规遵循同时提供强大分析的工具来吸引关心保护资料的客户。

人工智慧和自动化、新兴市场、高级分析功能、客户经验管理和合规解决方案的策略性成长机会正在为客服中心分析市场创造巨大的优势和潜力。这些策略机会促进创新，提升服务品质。

客服中心分析市场驱动因素与挑战

技术进步、监管因素和经济状况仍然是有影响力的市场驱动因素和挑战。因此，深入了解每一项都可以提供策略蓝图和开拓机会。

推动客服中心分析市场的因素包括：

1. 技术进步：帮助客服中心分析发展的关键因素包括科技的快速进步，特别是人工智慧和机器学习。这可以实现高级资料分析、自动化和即时洞察，从而提高业务效率并改善客户服务。

2. 对改善客户体验的需求不断增加：这将迫使企业转向高阶分析解决方案。透过部署先进的分析解决方案，企业可以利用资料主导的见解来真正了解客户，并使客户互动变得个人化和有效。

3.云端基础的解决方案的成长：云端分析平台的采用已成为关键驱动力。云端基础的解决方案支援可扩展性、灵活性和成本效率，使客服中心无需重大基础设施投资即可使用先进的分析工具。

客服中心分析市场面临的挑战如下。

1. 整合复杂性：高阶分析解决方案面临与客服中心系统整合的挑战。对于许多组织来说，在不中断营运的情况下进行无缝整合通常是一项重大挑战。

2.资料隐私问题：日益严格的资料隐私法规为处理大量客户资料和维持合规性带来了挑战。企业需要投资于可降低风险的安全分析解决方案和资料保护措施。

3. 高部署成本：部署高阶分析解决方案会带来许多成本，从技术投资到培训。关键的挑战是平衡这些成本与预期收益和投资收益。

技术进步、更好的客户经验、云端基础的解决方案、全通路成长和法规遵循是推动客服中心分析市场的因素。挑战包括整合复杂性、资料隐私和高昂的部署成本。必须妥善解决这些挑战及其各自的驱动因素和挑战，才能利用机会在市场上取得成功。

客服中心按细分市场分析

这项研究包括按组件、部署模型、最终使用产业和地区对全球客服中心分析的预测。

客服中心分析市场的国家前景

近年来，由于技术的快速进步、消费者的期望以及对有效客户服务解决方案的需求，客服中心分析市场经历了快速变化。世界主要地区（美国、中国、德国、印度和日本）的最新趋势反映出人们越来越关注资料主导的洞察、人工智慧整合和改进的客户体验管理。

  • 美国：在美国，客服中心分析正在见证人工智慧主导解决方案的最大发展。使用人工智慧和机器学习的先进工具正在迅速部署，以分析客户互动、预测趋势并提高服务品质。与 CRM 系统整合的即时分析正在成为个人化客户体验和简化操作的新常态。
  • 中国：由于数位转型和对改善客户服务的需求不断增加，中国的客服中心分析市场正在快速成长。最近的趋势导致了高级分析平台的部署，这些平台可以从大量资料中提取可操作的见解。中国公司也专注于语音辨识和自然语言处理，以提供更好的客户服务和业务效率。
  • 德国：德国客服中心分析市场最关注资料隐私和监管合规性。德国公司正在扩展其客户行为分析和情绪追踪能力，同时采用符合严格 GDPR 法规的分析解决方案。一个相关的趋势是整合全通路分析，以提供不同平台的客户互动的单一视图。
  • 印度：随着企业努力了解并创造更好的客户参与和业务效率，客服中心分析的采用率目前正在上升。最近的趋势是越来越多地使用云端基础的分析平台和人工智慧驱动的工具来处理大量呼叫并提供即时见解。印度公司将成本效益、可扩展性和灵活性视为满足不断增长的客户群需求的关键因素。
  • 日本：日本客服中心分析市场在技术上高度集成，专注于提高客户满意度。日本公司正在转向高端分析软体，该软体可以利用人工智慧和机器学习来分析客户回馈和未来预测。人们对与更广泛的企业系统整合作为提高整体业务绩效的手段也越来越感兴趣。

常问问题

Q.1客服中心分析的市场规模有多大？

答：到 2030 年，全球客服中心分析市场预计将达到 34 亿美元。

Q.2客服中心分析市场的成长预测是多少？

答：从 2024 年到 2030 年，全球客服中心分析市场预计将以 11.3% 的复合年增长率成长。

Q.3 影响客服中心分析市场成长的关键驱动因素有哪些？

答：这个市场的关键驱动力是人工智慧 (AI)、机器学习 (ML)、语音分析、文字分析等新时代技术的采用、对改进的客户体验管理解决方案的高需求以及云端基础的客服中心。

Q4.市场的主要细分市场是什么？

答：客服中心分析市场的未来看起来充满希望，BFSI、医疗保健、零售/电子商务、政府/教育、IT/通讯和旅游/酒店市场都有机会。

Q5.市场上主要企业有哪些？

答：主要的客服中心分析公司是：

  • Mitel Networks Corporation
  • Genpact Limited's
  • Avaya
  • Genesys
  • Talkdesk
  • SAP
  • Oracle Corporation
  • CallMiner
  • 8x8
  • Nice

Q6.未来最大的细分市场是什么？

答：Lucintel 预计其解决方案将在预测期内达到最高成长。

Q7. 预计未来五年哪个地区将成为最大的市场？

答：预计亚太地区在预测期内将经历最高的成长。

Q8. 可以客製化报告吗？

答：是的，Lucintel 列出了 10% 的客製化服务，无需额外费用。

目录

第一章执行摘要

第二章全球客服中心分析市场：市场动态

  • 简介、背景、分类
  • 供应链
  • 产业驱动因素与挑战

第三章 2018-2030年市场趋势及预测分析

  • 宏观经济趋势（2018-2023）与预测（2024-2030）
  • 全球客服中心分析市场趋势（2018-2023）与预测（2024-2030）
  • 全球客服中心分析市场（按组成部分）
    • 解决方案
    • 服务
  • 按部署模型分類的全球客服中心分析市场
    • 本地
    • 云
  • 按最终用户行业分類的客服中心分析市场
    • BFSI
    • 医疗保健
    • 零售与电子商务
    • 政府和教育
    • 资讯科技和通讯
    • 旅行和招待
    • 其他的

第四章 2018-2030年区域市场趋势及预测分析

  • 按地区分類的客服中心分析市场
  • 北美客服中心分析市场
  • 欧洲客服中心分析市场
  • 亚太客服中心分析市场
  • 其他地区的客服中心分析市场

第五章 竞争分析

  • 产品系列分析
  • 营运整合
  • 波特五力分析

第六章 成长机会与策略分析

  • 成长机会分析
    • 全球客服中心分析市场成长机会（按组成部分）
    • 按部署模型分類的全球客服中心分析市场成长机会
    • 最终用户产业的全球客服中心分析市场成长机会
    • 按地区分類的全球客服中心分析市场成长机会
  • 全球客服中心分析市场的新兴趋势
  • 战略分析
    • 新产品开发
    • 全球客服中心分析市场的容量扩展
    • 全球客服中心分析市场的合併、收购和合资企业
    • 认证和许可

第七章主要企业概况

  • Mitel Networks Corporation
  • Genpact Limited's
  • Avaya
  • Genesys
  • Talkdesk
  • SAP
  • Oracle Corporation
  • CallMiner
  • 8x8
  • Nice
简介目录

Contact Center Analytics Trends and Forecast

The future of the global contact center analytics market looks promising with opportunities in the BFSI, healthcare, retail and e-commerce, government and education, IT and telecom, and travel and hospitality markets. The global contact center analytics market is expected to reach an estimated $3.4 billion by 2030 with a CAGR of 11.3% from 2024 to 2030. The major drivers for this market are adoption of new age technologies such as artificial intelligence (AI), machine learning (ML), speech analytics, and text analytics, improved customer experience management solutions are in high demand, and growing utilisation of cloud-based contact center software.

Lucintel forecasts that solution is expected to witness highest growth over the forecast period due to the development in advanced contact center technology adoption and the usage of social media platforms.

APAC is expected to witness highest growth over the forecast period due to growth of cloud-based contact center analytics solutions, globalization, economic transformation, and digitalization

Emerging Trends in the Contact Center Analytics Market

Customer centricity, technological advancements, changing consumer expectations, and an increasing emphasis on data-driven decision-making-all combined-have driven quite a number of emerging trends in the contact center analytics market. These are shaping the way businesses view customer service and operational efficiency.

  • AI and Machine Learning Integration: AI is increasingly integrated with machine learning for contact center analytics to make more accurate predictions by automatically producing insights. These technologies analyze vast volumes of customer data to identify patterns, enhance decision-making, and personalize interactions that will lead to better customer satisfaction and operational efficiency.
  • Real-time Analytics: Real-time analytics is becoming an important tool that must be at a contact center's fingertips so that timely and effective resolutions of customer issues are ensured. Real-time analytics of interactions allow for timely changes to be made in strategy and resource allocation, ensuring superior experiences and efficient operations.
  • Omnichannel Analytics: Customers are using many channels, raising the need for omnichannel analytics. This trend is set to integrate all data coming from various touchpoints-phone, email, chat, and social media-into one unified view, hence giving an all-rounded view of customer behavior and preference.
  • Cloud Solutions: Cloud-based contact center analytics solutions are gaining momentum due to their scalability, flexibility, and cost-effectiveness. Thus, the business can present themselves with an advanced analytics tool using cloud solutions, requiring no major upfront investment in infrastructure. It offers real-time access to data and real-time collaboration.
  • Improved Data Privacy and Compliance: Stricter data privacy regulations have initiated a trend in compliance among contact center analytics solutions. This will ensure that analytics platforms keep themselves compliant with data protection laws, such as the GDPR, while building trust among customers and avoiding legal consequences.

The integration of emerging trends such as AI and machine learning, real-time analytics, omnichannel capabilities, cloud-based solutions, and higher data privacy will shape the future of the contact center analytics market. These trends ensure innovation and further facilitate customer service by making analytics a core part of contact center operations.

Recent Developments in the Contact Center Analytics Market

Recent developments in the contact center analytics market demonstrate rapid technological evolution and, thus, offer on-field Contact Centers opportunities to enhance customer service and operational effectiveness. Major developments indicate changes in competency, integration, and compliance issues in analytics.

  • State of the Art in AI-Driven Analytics: The recent developments include sophisticated AI and machine learning algorithms inside analytics platforms. This will not only help leverage deep analysis of customer interactions and predict trends but can also automate responses for complete service quality and operational efficiency.
  • Increased growth in real-time data processing: Real-time data processing capability is improving fast. Smarter analytics tools will enable the contact centers to process and act on data while the interactions are actually happening, making the customer service far more responsive and personalized.
  • Omnichannel analytics is a growing trend in the business world, where companies integrate omnichannel analytics to have data from every touchpoint of customer interaction at one place. It develops better strategy implementation and enhancement of customer experience.
  • The emergence of cloud-based analytics platforms is gaining momentum, and scalability with flexibility is widely available. These platforms facilitate contact centers in availing high-end analytics tools without making huge capital investments. This is how cost-effective, agile operations are made possible.
  • Data Privacy and Compliance: In addition, other recent developments include an analytics platform designed to keep up with growing data privacy concerns by maintaining compliance with such regulations as GDPR. This provides a secure, transparent means of handling data.

The recent growth of the contact center analytics market includes technology advancement in AI-driven analytics, real-time data processing, omnichannel integration, cloud-based platforms, and a focus on data privacy. All of these trends bring growing capabilities to contact centers and nurture innovation in customer service.

Strategic Growth Opportunities for Contact Center Analytics Market

Contact center analytics show several strategic opportunities, which have to do with technology and changing customer needs. These opportunities create further value in improving service quality and operational efficiency when taken advantage of.

  • AI and Automation Integration: The integration of AI with contact center analytics involves harnessing benefits in efficiency and improved customer interaction. AI-driven tools can automate routine tasks, analyze large volumes of information, and drive actionable insights toward better decision-making when it comes to improving customer experience.
  • Market Penetration in Emerging Markets: Expansion into emerging markets is seen as an area of growth, considering the growing demand for advanced solutions in the contact center. In such markets as India and China, companies can take advantage of the rapid adoption of digital technologies to offer analytics solutions catering to their specific needs.
  • Developing Advanced Analytics Capabilities: Increasing investment in advanced analytics capabilities, such as predictive and prescriptive analytics, is one of the drivers of growth. These will provide contact centers with the ability to anticipate customer needs and optimize operations through proactive strategies that enhance overall service delivery.
  • Focus on Customer Experience Management: With the increasing focus on customer experience management, there can be opportunities to create analytics solutions that deeply look into the behavior and preference of the customer. Enhanced customer experiences with focused analytics will improve satisfaction and loyalty.
  • Better Solutions for Compliance: As the number of regulations grows, so does the development of analytics solutions that ensure data privacy and compliance. Providing tools that ensure regulatory compliance while offering solid analytics will appeal to those clients who care about the protection of data.

Strategic growth opportunities in AI and automation, emerging markets, advanced analytics capabilities, customer experience management, and compliance solutions are seeing a tremendous upside and potential in the contact center analytics market. These strategic opportunities drive innovation for better service quality.

Contact Center Analytics Market Driver and Challenges

Technological advancements, regulatory factors, and economic conditions remain influential in terms of the drivers and challenges for any market performance; therefore, an in-depth understanding of each will provide a strategic roadmap into the arena and exploitation of opportunities.

The factors responsible for driving the contact center analytics market include:

1. Technological Advancement: The major elements that help in the growth of contact center analytics include rapid advancement in technologies, especially AI and machine learning. This allows advanced analysis of data, automation, and real-time insight and enhances operational efficiency and improves customer service.

2. Increased demand for an enhanced customer experience: This compels organizations to shift towards advanced analytics solutions. With the adoption of advanced analytics solutions, firms can thereby achieve a proper understanding of customers through the use of data-driven insights, thus making the interaction with them personal and effective.

3. Growth of Cloud-Based Solutions: Adoption of analytics platforms on the cloud forms a significant driver. Cloud-based solutions support scalability, flexibility, and cost-effectiveness, enabling contact centers to gain access to advanced analytics tools without major infrastructure investments.

Challenges in the contact center analytics market are:

1. Complexity of Integration: Advanced analytics solutions are a challenge to integrate with contact center systems. Seamless integration without operational discontinuity is often a big challenge for many organizations.

2. Data Privacy Concerns: Stricter data privacy regulations raise the challenge of handling large volumes of data from customers and keeping the data compliant. Companies need to invest in secure analytics solutions and measures for data protection that reduce risks.

3. High Implementation Costs: The implementation of advanced analytics solutions involves a lot of costs, right from investment in technology down to training. The key challenge is balancing these costs with expected benefits and returns on investment.

Technological advancement, better customer experiences, cloud-based solutions, the growth of omnichannel, and regulatory compliance are the driving factors of the contact center analytics market. Complexities in integration, data privacy, and high costs of implementation are likely to be some challenges. In order to leverage opportunities for success in the market, these challenges need to be competently addressed with their respective drivers.

List of Contact Center Analytics Companies

Companies in the market compete on the basis of product quality offered. Major players in this market focus on expanding their manufacturing facilities, R&D investments, infrastructural development, and leverage integration opportunities across the value chain. With these strategies contact center analytics companies cater increasing demand, ensure competitive effectiveness, develop innovative products & technologies, reduce production costs, and expand their customer base. Some of the contact center analytics companies profiled in this report include-

  • Mitel Networks Corporation
  • Genpact Limited's
  • Avaya
  • Genesys
  • Talkdesk
  • SAP
  • Oracle Corporation
  • CallMiner
  • 8x8
  • Nice

Contact Center Analytics by Segment

The study includes a forecast for the global contact center analytics by component, deployment model, end use industry, and region.

Contact Center Analytics Market by Component [Analysis by Value from 2018 to 2030]:

  • Solution
  • Services

Contact Center Analytics Market by Deployment Model [Analysis by Value from 2018 to 2030]:

  • On-premise
  • Cloud

Contact Center Analytics Market by End Use Industry [Analysis by Value from 2018 to 2030]:

  • BFSI
  • Healthcare
  • Retail and E-Commerce
  • Government and Education
  • IT and Telecom
  • Travel and hospitality

Contact Center Analytics Market by Region [Analysis by Value from 2018 to 2030]:

  • North America
  • Europe
  • Asia Pacific
  • The Rest of the World

Country Wise Outlook for the Contact Center Analytics Market

The contact center analytics market has been experiencing rapid changes in recent years due to rapid advancements in technology, consumer expectation, and the need for effective customer service solutions. Recent developments within major regions of the world-the United States, China, Germany, India, and Japan-are reflective of the growing emphasis on data-driven insights, AI integration, and improved customer experience management.

  • United States : Contact center analytics is one of the biggest movers in the US with AI-driven solutions. Organizations are rapidly adopting advanced tools that apply artificial intelligence and machine learning in analyzing customer interactions, predicting trends, and enhancing the quality of service. Real-time analytics integrated with CRM systems is becoming the new normal for personalized customer experiences and simplified operations.
  • China: The contact center analytics market is rallying very fast in China due to the country's digital transformation and the rise of demands for better customer service. Recent developments have involved the deployment of advanced analytics platforms that unlock actionable insight from volumes of data. Chinese companies are also putting great emphasis on voice recognition and natural language processing to realize better customer interactions and operational efficiency.
  • Germany : The contact center analytics market in Germany has the strongest focus on data privacy and regulatory compliance. German companies are adopting analytics solutions adhering to the strict GDPR regulations while scaling up their capabilities in customer behavior analysis and sentiment tracking. There is a related trend towards integrating omnichannel analytics that provide a unified view of customer interactions across different platforms.
  • India: The adoption of contact center analytics is now on the rise while companies strive to understand and create better customer engagement and operational efficiency. Recent developments cover the increased use of cloud-based analytics platforms and AI-driven tools to handle high volumes of calls and deliver real-time insights. Companies in India stress that a few of the factors that are considered crucial to meet demand with ongoing growth in the customer base are cost-effectiveness, scalability, and flexibility.
  • Japan: The contact center analytics market in Japan is highly technologically integrated, with more focus on building customer satisfaction. Japanese companies are venturing into high-end analytics software that enables the use of AI and machine learning for analyzing customer feedback and future predictions. Integration with broader enterprise systems is also growing in interest as a means of improving overall business performance.

Features of the Global Contact Center Analytics Market

Market Size Estimates: Contact center analytics market size estimation in terms of value ($B).

Trend and Forecast Analysis: Market trends (2018 to 2023) and forecast (2024 to 2030) by various segments and regions.

Segmentation Analysis: Contact center analytics market size by component, deployment model, end use industry, and region in terms of value ($B).

Regional Analysis: Contact center analytics market breakdown by North America, Europe, Asia Pacific, and Rest of the World.

Growth Opportunities: Analysis of growth opportunities in different component, deployment model, end use industry, and regions for the contact center analytics market.

Strategic Analysis: This includes M&A, new product development, and competitive landscape of the contact center analytics market.

Analysis of competitive intensity of the industry based on Porter's Five Forces model.

If you are looking to expand your business in this market or adjacent markets, then contact us. We have done hundreds of strategic consulting projects in market entry, opportunity screening, due diligence, supply chain analysis, M & A, and more.

FAQ

Q.1 What is the contact center analytics market size?

Answer: The global contact center analytics market is expected to reach an estimated $3.4 billion by 2030.

Q.2 What is the growth forecast for contact center analytics market?

Answer: The global contact center analytics market is expected to grow with a CAGR of 11.3% from 2024 to 2030.

Q.3 What are the major drivers influencing the growth of the contact center analytics market?

Answer: The major drivers for this market are adoption of new age technologies such as artificial intelligence (AI), machine learning (ML), speech analytics, and text analytics, improved customer experience management solutions are in high demand, and growing utilisation of cloud-based contact center software

Q4. What are the major segments for contact center analytics market?

Answer: The future of the contact center analytics market looks promising with opportunities in the BFSI, healthcare, retail and e-commerce, government and education, IT and telecom, and travel and hospitality markets.

Q5. Who are the key contact center analytics market companies?

Answer: Some of the key contact center analytics companies are as follows:

  • Mitel Networks Corporation
  • Genpact Limited's
  • Avaya
  • Genesys
  • Talkdesk
  • SAP
  • Oracle Corporation
  • CallMiner
  • 8x8
  • Nice

Q6. Which contact center analytics market segment will be the largest in future?

Answer: Lucintel forecasts that solution is expected to witness highest growth over the forecast period.

Q7. In contact center analytics market, which region is expected to be the largest in next 5 years?

Answer: APAC is expected to witness highest growth over the forecast period.

Q.8 Do we receive customization in this report?

Answer: Yes, Lucintel provides 10% customization without any additional cost.

This report answers following 11 key questions:

  • Q.1. What are some of the most promising, high-growth opportunities for the contact center analytics market by component (solution and services), deployment model (on-premise and cloud), end use industry (BFSI, healthcare, retail and e-commerce, government and education, IT and telecom, travel and hospitality, and others), and region (North America, Europe, Asia Pacific, and the Rest of the World)?
  • Q.2. Which segments will grow at a faster pace and why?
  • Q.3. Which region will grow at a faster pace and why?
  • Q.4. What are the key factors affecting market dynamics? What are the key challenges and business risks in this market?
  • Q.5. What are the business risks and competitive threats in this market?
  • Q.6. What are the emerging trends in this market and the reasons behind them?
  • Q.7. What are some of the changing demands of customers in the market?
  • Q.8. What are the new developments in the market? Which companies are leading these developments?
  • Q.9. Who are the major players in this market? What strategic initiatives are key players pursuing for business growth?
  • Q.10. What are some of the competing products in this market and how big of a threat do they pose for loss of market share by material or product substitution?
  • Q.11. What M&A activity has occurred in the last 5 years and what has its impact been on the industry?
  • Market Report

Table of Contents

1. Executive Summary

2. Global Contact Center Analytics Market : Market Dynamics

  • 2.1: Introduction, Background, and Classifications
  • 2.2: Supply Chain
  • 2.3: Industry Drivers and Challenges

3. Market Trends and Forecast Analysis from 2018 to 2030

  • 3.1. Macroeconomic Trends (2018-2023) and Forecast (2024-2030)
  • 3.2. Global Contact Center Analytics Market Trends (2018-2023) and Forecast (2024-2030)
  • 3.3: Global Contact Center Analytics Market by Component
    • 3.3.1: Solution
    • 3.3.2: Services
  • 3.4: Global Contact Center Analytics Market by Deployment Model
    • 3.4.1: On-premise
    • 3.4.2: Cloud
  • 3.5: Global Contact Center Analytics Market by End Use Industry
    • 3.5.1: BFSI
    • 3.5.2: Healthcare
    • 3.5.3: Retail and E-Commerce
    • 3.5.4: Government and Education
    • 3.5.5: IT and Telecom
    • 3.5.6: Travel and hospitality
    • 3.5.7: Others

4. Market Trends and Forecast Analysis by Region from 2018 to 2030

  • 4.1: Global Contact Center Analytics Market by Region
  • 4.2: North American Contact Center Analytics Market
    • 4.2.1: North American Contact Center Analytics Market by Component: Solution and Services
    • 4.2.2: North American Contact Center Analytics Market by End Use Industry: BFSI, Healthcare, Retail and E-Commerce, Government and Education, IT and Telecom, Travel and hospitality, and Others
  • 4.3: European Contact Center Analytics Market
    • 4.3.1: European Contact Center Analytics Market by Component: Solution and Services
    • 4.3.2: European Contact Center Analytics Market by End Use Industry: BFSI, Healthcare, Retail and E-Commerce, Government and Education, IT and Telecom, Travel and hospitality, and Others
  • 4.4: APAC Contact Center Analytics Market
    • 4.4.1: APAC Contact Center Analytics Market by Component: Solution and Services
    • 4.4.2: APAC Contact Center Analytics Market by End Use Industry: BFSI, Healthcare, Retail and E-Commerce, Government and Education, IT and Telecom, Travel and hospitality, and Others
  • 4.5: ROW Contact Center Analytics Market
    • 4.5.1: ROW Contact Center Analytics Market by Component: Solution and Services
    • 4.5.2: ROW Contact Center Analytics Market by End Use Industry: BFSI, Healthcare, Retail and E-Commerce, Government and Education, IT and Telecom, Travel and hospitality, and Others

5. Competitor Analysis

  • 5.1: Product Portfolio Analysis
  • 5.2: Operational Integration
  • 5.3: Porter's Five Forces Analysis

6. Growth Opportunities and Strategic Analysis

  • 6.1: Growth Opportunity Analysis
    • 6.1.1: Growth Opportunities for the Global Contact Center Analytics Market by Component
    • 6.1.2: Growth Opportunities for the Global Contact Center Analytics Market by Deployment Model
    • 6.1.3: Growth Opportunities for the Global Contact Center Analytics Market by End Use Industry
    • 6.1.4: Growth Opportunities for the Global Contact Center Analytics Market by Region
  • 6.2: Emerging Trends in the Global Contact Center Analytics Market
  • 6.3: Strategic Analysis
    • 6.3.1: New Product Development
    • 6.3.2: Capacity Expansion of the Global Contact Center Analytics Market
    • 6.3.3: Mergers, Acquisitions, and Joint Ventures in the Global Contact Center Analytics Market
    • 6.3.4: Certification and Licensing

7. Company Profiles of Leading Players

  • 7.1: Mitel Networks Corporation
  • 7.2: Genpact Limited's
  • 7.3: Avaya
  • 7.4: Genesys
  • 7.5: Talkdesk
  • 7.6: SAP
  • 7.7: Oracle Corporation
  • 7.8: CallMiner
  • 7.9: 8x8
  • 7.10: Nice