BFSI客服中心分析市场规模、份额、成长分析、按部署、按公司规模、按应用、按行业 - 行业预测，2024-2031 年

BFSI客服中心分析的全球市场规模在 2022 年为 15.6 亿美元，从 2023 年的 18.8 亿美元成长到 2031 年的 82.9 亿美元，预计在预测期内（2024 年-2031 年）将会成长。成长率为20.4%。

全球 BFSI（银行、金融服务和保险）客服中心分析市场正在各种关键因素的推动下经历显着的成长和转型。客服中心分析利用先进的工具和技术来分析 BFSI 领域的客户互动和业务资料，以改善客户服务、提高业务效率并做出明智的业务决策，为客户提供有价值的见解。该市场的关键驱动力是对客户体验的日益关注，这对于在竞争激烈的 BFSI 行业中保留和吸引客户至关重要。此类分析使公司能够更深入地了解客户行为、偏好和痛点，从而使他们能够相应地客製化服务。此外，风险管理和诈欺侦测是客服中心分析发挥关键作用的关键领域，即时识别可疑和潜在的诈欺、保护客户资产并保持监管合规性将为您提供帮助。此外，BFSI 领域的监管要求和合规标准变得越来越严格，客服中心分析解决方案可协助组织确保遵守各种产业政策和资料保护法。此外，COVID-19 大流行加速了远距工作和数位客户互动的采用，使客服中心分析变得更加重要。金融机构依靠这些工具来监控远端代理的表现、维护服务品质并识别客户查询中的新趋势。

目录

介绍

• 这项研究的目的
• 定义
• 市场范围

调查方法

• 资讯采购
• 二手资料来源和主要资料来源
• 市场规模预测
• 市场危机与限制

执行摘要

• 市场概况展望
• 供需趋势分析
• 按细分市场的机会分析

市场动态及展望

• 市场动态
  • 促进因素
  • 机会
  • 抑制因素
  • 任务
• 波特的分析

主要市场考察

• 技术分析
• 监管环境
• 专利分析
• 成功的关键因素
• 市场吸引力指数
• 竞争程度
• 主要投资机会
• 生态系绘图

按解决方案：BFSI客服中心分析市场

• 市场概况
• 跨通路分析
• 绩效分析
• 预测分析
• 语音分析
• 文字分析

按服务：BFSI客服中心分析市场

• 市场概况
• 整合部署
• 支援与维护
• 培训和咨询
• 管理服务

依部署：BFSI客服中心分析市场

• 市场概况
• 主持人
• 本地

依公司规模：BFSI客服中心分析市场

• 市场概况
• 中小企业
• 大公司

按应用：BFSI客服中心分析市场

• 市场概况
• 自动呼叫分配器
• 客户经验管理
• 日誌管理
• 即时监控和报告
• 风险与合规管理
• 劳动力优化
• 其他的

按行业：BFSI客服中心分析市场

• 市场概况
• 银行业务
• 中介
• 信用合作社
• 金融机构
• 保险

按地区：BFSI客服中心分析市场规模

• 市场概况
• 北美洲
  • 美国
  • 加拿大
• 欧洲
  • 德国
  • 西班牙
  • 法国
  • 英国
  • 义大利
  • 其他欧洲国家地区
• 亚太地区
  • 中国
  • 印度
  • 日本
  • 韩国
  • 其他亚太地区
• 拉丁美洲
  • 巴西
  • 其他拉丁美洲地区
• 中东和非洲 (MEA)
  • 海湾合作委员会国家
  • 南非
  • 其他中东/非洲地区

竞争格局

• 前5名企业对比
• 主要企业市场定位（2023年）
• 主要市场参与者所采取的策略
• 近期市集活动
• 主要企业市场占有率（2023年）

主要企业简介

• NICE（Israel）
• Verint Systems（USA）
• Genpact（USA）
• Avaya（USA）
• Cisco Systems（USA）
• Uniphore（India）
• Clarabridge（USA）
• Aspect Software（USA）
• CallMiner（USA）
• OpenText（Canada）
• IBM（USA）
• Nuance Communications（USA）
• 8x8 Inc.（USA）
• Enghouse Interactive（Canada）
• Servion Global Solutions（India）
• ZOOM International（Czech Republic）
• Genesys（USA）
• Micro Focus（UK）
• Cognizant（USA）
• SAP SE（Germany）
• FIS（USA）
• Fiserv（USA）
• Accenture（Ireland）
• Pegasystems（USA）
• SAS Institute（USA）

Global BFSI Contact Center Analytics Market size was valued at USD 1.56 billion in 2022 and is poised to grow from USD 1.88 billion in 2023 to USD 8.29 billion by 2031, growing at a CAGR of 20.4% during the forecast period (2024-2031).

The global BFSI (Banking, Financial Services, and Insurance) Contact Center Analytics market is undergoing significant growth and transformation due to various key factors. Contact center analytics involve utilizing advanced tools and technologies to analyze customer interactions and operational data within the BFSI sector, providing valuable insights for improving customer service, enhancing operational efficiency, and making informed business decisions. A primary driver of this market is the increasing focus on customer experience, crucial in the intensely competitive BFSI industry for retaining and attracting customers. These analytics enable companies to gain deeper insights into customer behavior, preferences, and pain points, allowing them to customize services accordingly. Additionally, risk management and fraud detection are vital areas where contact center analytics play a significant role, aiding in the identification of suspicious activities and potential fraud in real-time to protect customer assets and maintain regulatory compliance. Moreover, with regulatory requirements and compliance standards becoming more stringent in the BFSI sector, contact center analytics solutions assist organizations in ensuring compliance with various industry policies and data protection laws. Furthermore, the COVID-19 pandemic has accelerated the adoption of remote working and digital customer interactions, making contact center analytics even more essential. Financial institutions have been leveraging these tools to monitor remote agents' performance, uphold service quality, and identify emerging trends in customer inquiries.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global BFSI Contact Center Analytics Market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Global BFSI Contact Center Analytics Market Segmental Analysis

The BFSI contact center analytics market is segmented based on solution, service, deployment, enterprise size, application, vertical, and region. Based on solution, the market is segmented into cross-channel analytics, performance analytics, predictive analytics, speech analytics, and text analytics. Based on service, the market is segmented into integration & deployment, support & maintenance, training & consulting, managed services. Based on deployment, the market is segmented into hosted, and on-premises. Based on enterprise size, the market is segmented into large enterprises, small & medium enterprises. Based on application, the market is segmented into automatic call distributor, customer experience management, log management, real-time monitoring & reporting, risk & compliance management, workforce optimization, and others. Based on vertical the market is segmented into banking, brokerage, credit union, financial institution, insurance. By region, the market is segmented into North America, Europe, Asia Pacific, Middle East and Africa, and Latin America.

Drivers of the Global BFSI Contact Center Analytics Market

Customers in the BFSI sector hold elevated expectations regarding personalized and efficient services. Utilizing contact center analytics enables financial institutions to scrutinize customer interactions, enhancing service quality, recognizing trends, and delivering more tailored experiences. Fulfilling these expectations has the potential to boost customer satisfaction and foster loyalty.

Restraints in the Global BFSI Contact Center Analytics Market

The BFSI sector deals with sensitive customer data, and the gathering and analysis of this data raise privacy concerns. Adhering to data protection regulations such as GDPR and CCPA can present challenges, with potential reputational harm in case of data breaches. Thus, organizations should prioritize investment in robust data security measures and analytics solutions that respect privacy regulations.

Market Trends of the Global BFSI Contact Center Analytics Market

In the BFSI sector, there has been a growing trend towards employing data-driven decision-making processes by utilizing contact center analytics. Financial institutions and insurance companies have recognized the significance of analyzing customer interactions such as calls, emails, and chat transcripts to extract valuable insights. These insights are then utilized to enhance customer service, detect fraudulent activities, ensure compliance with regulations, and optimize overall operational efficiency.

Table of Contents

Introduction

• Objectives of the Study
• Definitions
• Market Scope

Research Methodology

• Information Procurement
• Secondary & Primary Data Sources
• Market Size Estimation
• Market Assumptions & Limitations

Executive Summary

• Market Overview Outlook
• Supply Demand Trend Analysis
• Segmental Opportunity Analysis

Market Dynamics & Outlook

• Market Dynamics
  • Drivers
  • Opportunities
  • Restraints
  • Challenges
• Porters Analysis
  • Competitive rivalry
  • Threat of Substitute Products
  • Bargaining Power of Buyers
  • Threat of New Entrants
  • Bargaining Power of Suppliers

Key Market Insights

• Technology Analysis
• Regulatory Landscape
• Patent Analysis
• Key Success Factors
• Market Attractiveness Index
• Degree of Competition
• Top Investment Pockets
• Ecosystem Mapping

BFSI Contact Center Analytics Market by Solution

• Market Overview
• Cross-channel Analytics
• Performance Analytics
• Predictive Analytics
• Speech Analytics
• Text Analytics

BFSI Contact Center Analytics Market by Service

• Market Overview
• Integration & Deployment
• Support & Maintenance
• Training & Consulting
• Managed Services

BFSI Contact Center Analytics Market by Deployment

• Market Overview
• Hosted
• On-premise

BFSI Contact Center Analytics Market by Enterprise Size

• Market Overview
• Small & Medium Enterprise
• Large Enterprise

BFSI Contact Center Analytics Market by Application

• Market Overview
• Automatic Call Distributor
• Customer Experience Management
• Log Management
• Real-time Monitoring & Reporting
• Risk & Compliance Management
• Workforce Optimization
• Others

BFSI Contact Center Analytics Market by Vertical

• Market Overview
• Banking
• Brokerage
• Credit Union
• Financial Institution
• Insurance

BFSI Contact Center Analytics Market Size by Region

• Market Overview
• North America
  • USA
  • Canada
• Europe
  • Germany
  • Spain
  • France
  • UK
  • Italy
  • Rest of Europe
• Asia Pacific
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
• Latin America
  • Brazil
  • Rest of Latin America
• Middle East & Africa (MEA)
  • GCC Countries
  • South Africa
  • Rest of MEA

Competitive Landscape

• Top 5 Player Comparison
• Market Positioning of Key Players, 2023
• Strategies Adopted by Key Market Players
• Recent Activities in the Market
• Key Companies Market Share (%), 2023

Key Company Profiles

• NICE (Israel)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Verint Systems (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Genpact (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Avaya (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Cisco Systems (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Uniphore (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Clarabridge (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Aspect Software (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• CallMiner (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• OpenText (Canada)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• IBM (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Nuance Communications (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• 8x8 Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Enghouse Interactive (Canada)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Servion Global Solutions (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• ZOOM International (Czech Republic)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Genesys (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Micro Focus (UK)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Cognizant (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SAP SE (Germany)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• FIS (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Fiserv (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Accenture (Ireland)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Pegasystems (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SAS Institute (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments