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市場調查報告書

商品編碼

1491732

BFSI客服中心分析市場規模、佔有率、成長分析、按部署、按公司規模、按應用、按行業 - 行業預測，2024-2031 年

BFSI Contact Center Analytics Market Size, Share, Growth Analysis, By Deployment, By Enterprise Size, By Application, By Vertical - Industry Forecast 2024-2031

出版日期: 2024年06月05日 | 出版商:

SkyQuest | 英文 197 Pages | 商品交期: 3-5個工作天內

價格

簡介目錄

BFSI客服中心分析的全球市場規模在 2022 年為 15.6 億美元，從 2023 年的 18.8 億美元成長到 2031 年的 82.9 億美元，預計在預測期內（2024 年-2031 年）將會成長。成長率為20.4%。

全球 BFSI（銀行、金融服務和保險）客服中心分析市場正在各種關鍵因素的推動下經歷顯著的成長和轉型。客服中心分析利用先進的工具和技術來分析 BFSI 領域的客戶互動和業務資料，以改善客戶服務、提高業務效率並做出明智的業務決策，為客戶提供有價值的見解。該市場的關鍵驅動力是對客戶體驗的日益關注，這對於在競爭激烈的 BFSI 行業中保留和吸引客戶至關重要。此類分析使公司能夠更深入地了解客戶行為、偏好和痛點，從而使他們能夠相應地客製化服務。此外，風險管理和詐欺偵測是客服中心分析發揮關鍵作用的關鍵領域，即時識別可疑和潛在的詐欺、保護客戶資產並保持監管合規性將為您提供幫助。此外，BFSI 領域的監管要求和合規標準變得越來越嚴格，客服中心分析解決方案可協助組織確保遵守各種產業政策和資料保護法。此外，COVID-19 大流行加速了遠距工作和數位客戶互動的採用，使客服中心分析變得更加重要。金融機構依靠這些工具來監控遠端代理的表現、維護服務品質並識別客戶查詢中的新趨勢。

市場概況
北美洲
- 美國
- 加拿大
歐洲
- 德國
- 西班牙
- 法國
- 英國
- 義大利
- 其他歐洲國家地區
亞太地區
- 中國
- 印度
- 日本
- 韓國
- 其他亞太地區
拉丁美洲
- 巴西
- 其他拉丁美洲地區
中東和非洲 (MEA)
- 海灣合作理事會國家
- 南非
- 其他中東/非洲地區

競爭格局

前5名企業對比
主要企業市場定位（2023年）
主要市場參與者所採取的策略
近期市集活動
主要企業市場佔有率（2023年）

主要企業簡介

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）

簡介目錄

Product Code: SQMIG45B2103

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.

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