查看購物車
  • Simplified Chinese
  • English
  • Japanese
封面
市場調查報告書
商品編碼
1560419

客服中心分析市場報告：2030 年趨勢、預測與競爭分析

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個工作天內

價格

※ 本網頁內容可能與最新版本有所差異。詳細情況請與我們聯繫。

簡介目錄

客服中心分析趨勢與預測

到 2030 年，全球客服中心分析市場預計將達到 34 億美元，2024 年至 2030 年的複合年成長率為 11.3%。該市場的主要驅動力是人工智慧 (AI)、機器學習 (ML)、語音分析、文字分析等新時代技術的採用、對改進的客戶體驗管理解決方案和雲端基礎的客服中心軟體的高需求。用途的擴充等全球客服中心分析市場的未來看起來充滿希望，BFSI、醫療保健、零售/電子商務、政府/教育、IT/通訊和旅遊/酒店市場都有機遇。

Lucintel 預測，由於採用先進的客服中心技術和社群媒體平台的持續發展，解決方案將在預測期內呈現最高成長。

由於雲端基礎的客服中心分析解決方案、全球化、經濟轉型和數位化的成長，預計亞太地區將在預測期內實現最高成長。

客服中心分析市場的新趨勢

以客戶為中心、技術進步、不斷變化的消費者期望以及對資料主導決策的日益重視——所有這些因素共同創造了客服中心分析市場的許多新趨勢。這些因素正在塑造公司對客戶服務和業務效率的思考方式。

  • 整合人工智慧和機器學習：人工智慧擴大與機器學習整合，用於客服中心分析，以自動產生見解並做出更準確的預測。這些技術分析大量客戶資料，以識別模式、增強決策和個人化交互，從而提高客戶滿意度和業務效率。
  • 即時分析：即時分析正在成為客服中心必須擁有的重要工具，以便及時有效地解決客戶問題。互動的即時分析可以及時改變策略和資源分配，以獲得卓越的體驗和高效的營運。
  • 全通路分析：客戶正在使用多種管道，增加了對全通路分析的需求。這一趨勢將來自不同接觸點（例如電話、電子郵件、聊天和社交媒體）的所有資料整合到統一的視圖中，以提供對客戶行為和偏好的全面了解。
  • 雲端解決方案：雲端基礎的客服中心分析解決方案因其可擴展性、靈活性和成本效益而獲得發展勢頭。因此，公司可以使用雲端解決方案來提供先進的分析工具，而無需對基礎設施進行大量前期投資。雲端解決方案描述了對資料的即時存取和即時協作。
  • 提高資料隱私和合規性：資料隱私監管趨勢正在影響客服中心分析解決方案的合規性。這使得分析平台能夠建立客戶信任並避免法律後果，同時遵守 GDPR 等資料保護法。

人工智慧和機器學習、即時分析、全通路功能、雲端基礎的解決方案和更高的資料隱私等新趨勢的整合將塑造客服中心分析市場的未來。這些趨勢將使分析成為客服中心業務的核心部分，從而確保創新並進一步加速客戶服務。

客服中心分析市場的最新趨勢

客服中心分析市場的最新趨勢顯示技術的快速發展，從而為現場客服中心提供了增強客戶服務和業務效率的機會。關鍵發展代表了分析中能力、整合和合規性問題的變化。

  • 人工智慧主導分析的前沿：最新趨勢包括分析平台中的先進人工智慧和機器學習演算法。這不僅可以幫助您深入分析客戶互動並預測趨勢，還可以讓您自動回應，以實現完整的服務品質和業務效率。
  • 即時資料處理能力提升：即時資料處理能力快速提升。更聰明的分析工具將使客服中心在客戶互動實際發生時處理資料並採取行動，使客戶服務更快、更個人化。
  • 全通路分析是商業世界中不斷成長的趨勢，透過整合全通路分析，公司可以集中來自客戶互動中每個接觸點的資料。全通路分析可以更好地實施策略並改善客戶體驗。
  • 雲端基礎的分析平台的出現勢頭強勁，靈活的可擴展性變得越來越廣泛。這些平台使客服中心可以輕鬆利用高階分析工具，而無需大量資本投資。這可以實現經濟高效且靈活的營運。
  • 資料隱私和合規性：最近的趨勢包括分析平台，旨在透過遵守 GDPR 等法規來解決日益成長的資料隱私問題。這提供了一種安全且透明的資料處理方式。

客服中心分析市場最近的成長包括人工智慧主導的分析、即時資料處理、全通路整合、雲端基礎的平台以及對資料隱私的重視等技術進步。所有這些趨勢都將為客服中心帶來增強的功能，並推動客戶服務的創新。

客服中心分析市場的策略成長機會

客服中心分析有幾個與不斷變化的技術和客戶需求相關的策略機會。利用這些機會可以在提高服務品質和業務效率方面創造額外價值。

  • 整合人工智慧和自動化：整合人工智慧和客服中心分析可以帶來效率和改善客戶體驗的好處。人工智慧驅動的工具可以自動執行日常任務，分析大量資訊，並推動可操作的見解，以做出更好的決策，從而改善客戶經驗。
  • 新興市場的市場滲透：由於客服中心對先進解決方案的需求不斷增加，向新興市場的擴張被視為成長領域。印度和中國等市場可以利用數位技術的快速採用，提供適合其需求的分析解決方案。
  • 發展高階分析能力：增加對高階分析能力（例如預測性和規範性分析）的投資是成長的驅動力之一。這些使客服中心能夠透過增強整體服務交付的主動策略來預測客戶需求並最佳化業務。
  • 專注於客戶體驗管理：對客戶體驗管理的日益關注可能會創造一個機會來建立深入檢查客戶行為和偏好的分析解決方案。透過集中分析改善客戶體驗可以提高滿意度和忠誠度。
  • 更好的合規解決方案：隨著法規數量的增加，確保資料隱私和合規性的分析解決方案的開發也在增加。透過提供確保法規遵循同時提供強大分析的工具來吸引關心保護資料的客戶。

人工智慧和自動化、新興市場、高級分析功能、客戶經驗管理和合規解決方案的策略性成長機會正在為客服中心分析市場創造巨大的優勢和潛力。這些策略機會促進創新，提升服務品質。

客服中心分析市場促進因素與挑戰

技術進步、監管因素和經濟狀況仍然是有影響力的市場促進因素和挑戰。因此，深入了解每一項都可以提供策略藍圖和開拓機會。

推動客服中心分析市場的因素包括：

1. 技術進步：幫助客服中心分析發展的關鍵因素包括科技的快速進步，特別是人工智慧和機器學習。這可以實現高級資料分析、自動化和即時洞察，從而提高業務效率並改善客戶服務。

2. 對改善客戶體驗的需求不斷增加：這將迫使企業轉向高階分析解決方案。透過部署先進的分析解決方案，企業可以利用資料主導的見解來真正了解客戶，並使客戶互動變得個人化和有效。

3.雲端基礎的解決方案的成長：雲端分析平台的採用已成為關鍵驅動力。雲端基礎的解決方案支援可擴展性、靈活性和成本效率，使客服中心無需重大基礎設施投資即可使用先進的分析工具。

客服中心分析市場面臨的挑戰如下。

1. 整合複雜性：高階分析解決方案面臨與客服中心系統整合的挑戰。對於許多組織來說，在不中斷營運的情況下進行無縫整合通常是一項重大挑戰。

2.資料隱私問題：日益嚴格的資料隱私法規為處理大量客戶資料和維持合規性帶來了挑戰。企業需要投資於可降低風險的安全分析解決方案和資料保護措施。

3. 高部署成本：部署高階分析解決方案會帶來許多成本，從技術投資到培訓。關鍵的挑戰是平衡這些成本與預期收益和投資收益。

技術進步、更好的客戶經驗、雲端基礎的解決方案、全通路成長和法規遵循是推動客服中心分析市場的因素。挑戰包括整合複雜性、資料隱私和高昂的部署成本。必須妥善解決這些挑戰及其各自的促進因素和挑戰，才能利用機會在市場上取得成功。

客服中心按細分市場分析

這項研究包括按組件、部署模型、最終使用產業和地區對全球客服中心分析的預測。

客服中心分析市場的國家前景

近年來，由於技術的快速進步、消費者的期望以及對有效客戶服務解決方案的需求，客服中心分析市場經歷了快速變化。世界主要地區（美國、中國、德國、印度和日本）的最新趨勢反映出人們越來越關注資料主導的洞察、人工智慧整合和改進的客戶體驗管理。

  • 美國：在美國，客服中心分析正在見證人工智慧主導解決方案的最大發展。使用人工智慧和機器學習的先進工具正在迅速部署，以分析客戶互動、預測趨勢並提高服務品質。與 CRM 系統整合的即時分析正在成為個人化客戶體驗和簡化操作的新常態。
  • 中國：由於數位轉型和對改善客戶服務的需求不斷增加，中國的客服中心分析市場正在快速成長。最近的趨勢導致了高級分析平台的部署，這些平台可以從大量資料中提取可操作的見解。中國公司也專注於語音辨識和自然語言處理，以提供更好的客戶服務和業務效率。
  • 德國：德國客服中心分析市場最關注資料隱私和監管合規性。德國公司正在擴展其客戶行為分析和情緒追蹤能力，同時採用符合嚴格 GDPR 法規的分析解決方案。一個相關的趨勢是整合全通路分析，以提供不同平台的客戶互動的單一視圖。
  • 印度：隨著企業努力了解並創造更好的客戶參與和業務效率，客服中心分析的採用率目前正在上升。最近的趨勢是擴大使用雲端基礎的分析平台和人工智慧驅動的工具來處理大量呼叫並提供即時見解。印度公司將成本效益、可擴展性和靈活性視為滿足不斷成長的客戶群需求的關鍵因素。
  • 日本：日本客服中心分析市場在技術上高度整合，專注於提高客戶滿意度。日本公司正在轉向高階分析軟體，該軟體可以利用人工智慧和機器學習來分析客戶回饋和未來預測。人們對與更廣泛的企業系統整合作為提高整體業務績效的手段也越來越感興趣。

常問問題

Q.1客服中心分析的市場規模有多大？

答：到 2030 年，全球客服中心分析市場預計將達到 34 億美元。

Q.2客服中心分析市場的成長預測是多少？

答：從 2024 年到 2030 年，全球客服中心分析市場預計將以 11.3% 的複合年成長率成長。

Q.3 影響客服中心分析市場成長的關鍵促進因素有哪些？

答：這個市場的關鍵驅動力是人工智慧 (AI)、機器學習 (ML)、語音分析、文字分析等新時代技術的採用、對改進的客戶體驗管理解決方案的高需求以及雲端基礎的客服中心。

Q4.市場的主要細分市場是什麼？

答：客服中心分析市場的未來看起來充滿希望，BFSI、醫療保健、零售/電子商務、政府/教育、IT/通訊和旅遊/酒店市場都有機遇。

Q5.市場上主要企業有哪些？

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.未來最大的細分市場是什麼？

答：Lucintel 預計其解決方案將在預測期內達到最高成長。

Q7. 預計未來五年哪個地區將成為最大的市場？

答：預計亞太地區在預測期內將經歷最高的成長。

Q8. 可以客製化報告嗎？

答：是的，Lucintel 列出了 10% 的客製化服務，無需額外費用。

目錄

第1章執行摘要

第2章全球客服中心分析市場：市場動態

  • 簡介、背景、分類
  • 供應鏈
  • 產業促進因素與挑戰

第3章 2018-2030年市場趨勢及預測分析

  • 宏觀經濟趨勢（2018-2023）與預測（2024-2030）
  • 全球客服中心分析市場趨勢（2018-2023）與預測（2024-2030）
  • 全球客服中心分析市場（按組成部分）
    • 解決方案
    • 服務
  • 按部署模型分類的全球客服中心分析市場
    • 本地
    • 雲
  • 按最終用戶行業分類的客服中心分析市場
    • BFSI
    • 醫療保健
    • 零售與電子商務
    • 政府和教育
    • 資訊科技和通訊
    • 旅行和招待
    • 其他

第4章 2018-2030年區域市場趨勢及預測分析

  • 按地區分類的客服中心分析市場
  • 北美客服中心分析市場
  • 歐洲客服中心分析市場
  • 亞太客服中心分析市場
  • 其他地區的客服中心分析市場

第5章 競爭分析

  • 產品系列分析
  • 營運整合
  • 波特五力分析

第6章 成長機會與策略分析

  • 成長機會分析
    • 全球客服中心分析市場成長機會（按組成部分）
    • 按部署模型分類的全球客服中心分析市場成長機會
    • 最終用戶產業的全球客服中心分析市場成長機會
    • 按地區分類的全球客服中心分析市場成長機會
  • 全球客服中心分析市場的新興趨勢
  • 戰略分析
    • 新產品開發
    • 全球客服中心分析市場的容量擴展
    • 全球客服中心分析市場的合併、收購和合資企業
    • 認證和許可

第7章主要企業概況

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

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