Contact Center Analytics Market Analysis, Segmentation and Global Opportunities 2023

Global Contact Center Analytics Market Research Report-
Forecast 2023
Market Research Future published a research report on “Global Contact Center Analytics Market
Research Report- Forecast 2023” – Market Analysis, Scope, Stake, Progress, Trends and Forecast to
2023.
Market Scenario:
Contact center analytics are mostly used to measure the performance of customer service
representatives individually as well as in whole. The analytics are used to understand the overall
approach of customer relationship management in a proper manner. They are generally used by the
call centers to evaluate interactions and identify the gap so that proper corrections can be done. The
call center analytics helps organizations to overcome everyday challenges.
The factors contributing to the growth of the Contact Center Analytics Market are increasing
demand for improved customer experience management solutions, enables companies to gain
crucial insights to enhance customer experience and proliferation of cloud computing. Furthermore,
factors such as increasing demand for various analytical solutions and the growing compliance
requirements are expected to boost the growth of the contact center analytics market over the
forecast period, 2017-2023.
Also, over the next few years contact centers improving the multichannel and cross channel
customer experience. The customers use various different methods such as emails, voice chat, and
web chat among others.
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Geographically, North America accounted for the largest market share in the global contact center
analytics market, whereas Asia-Pacific is expected to grow at a fast pace over the forecast period,
2017-2023.

The global customer experience management market is expected to reach approximately USD 1.5
billion by the end of 2023 with 16% CAGR during forecast period 2017-2023.
Key Players
The key players in the global contact center analytics market include Cisco Systems, Inc. (US), Verint
Systems Inc. (US), Genpact Limited (Bermuda), Genesys (US), 8X8 Inc. (US), Mitel Networks
Corporation (Canada), Oracle Corporation (US), SAP SE (Germany), NICE Ltd. (Israel), Five9, Inc. (US),
Enghouse Interactive (US), Servion Global Solutions (India) and CallMiner (US) among others.
Regional Analysis
Regionally, North-America accounted for the largest market share, increased adoption of new
technological solutions, regional growth of the customer experience management and increasing
customer expectations, hub for industries with large operation base and customer contact centers
and increasing adoption of of cloud-based analytics solutions across various industries.
Segments
For the purpose of this study, Market Research Future has segmented the market of contact center
market into component, deployment, organization size, application, end-users and region.
Component
Software
Solutions
Deployment
On-premises
On-demand
Organization Size
Small
Medium
Large

Application
Workforce Optimization
Risk Management
Customer Experience Management
Real-time Monitoring
Others
End-users
BFSI
Government
Retail
Healthcare
Manufacturing
IT & Telecommunications
Hospitality
Defense
Energy
Others
Region
North-America
Europe
Asia-Pacific
RoW
Intended Audience
Manufacturers
Distributors
Research firms
Consultancy firms
Software Developers
Vendors
Semiconductor Manufacturers
End-user sectors
Technology Investors
Study Objective of Contact Center Analytics Market
To provide detailed analysis of the market structure along with forecast of the various
segments and sub-segments of the global contact center analytics market.

To provide insights about factors affecting the market growth.
To analyze the global contact center analytics market based porter’s five force analysis etc.
To provide historical and forecast revenue of the market segments and sub-segments with
respect to four main geographies and their countries- North America, Europe, Asia, and Rest
of the World (ROW).
To provide country level analysis of the market with respect to the current market size and
future prospective.
To provide country level analysis of the market for segment by component, deployment,
organization size, application, end-users and region.
To provide strategic profiling of key players in the market, comprehensively analyzing their
core competencies, and drawing a competitive landscape for the market.
To track and analyze competitive developments such as joint ventures, strategic alliances,
mergers and acquisitions, new product developments, and research and developments in
the global contact center analytics
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TABLE OF CONTENTS
1 MARKET INTRODUCTION
1.1 INTRODUCTION
1.2 SCOPE OF STUDY
1.2.1 RESEARCH OBJECTIVE
1.2.2 ASSUMPTIONS
1.2.3 LIMITATIONS
1.3 MARKET STRUCTURE
2 RESEARCH METHODOLOGY
2.1 RESEARCH NETWORK SOLUTION
2.2 PRIMARY RESEARCH
2.3 SECONDARY RESEARCH

2.4 FORECAST MODEL
2.4.1 MARKET DATA COLLECTION, ANALYSIS & FORECAST
2.4.2 MARKET SIZE ESTIMATION
3 MARKET DYNAMICS
3.1 INTRODUCTION
3.2 MARKET DRIVERS
3.3 MARKET CHALLENGES
3.4 MARKET OPPORTUNITIES
3.5 MARKET RESTRAINTS
4 EXECUTIVE SUMMARY
5. MARKET FACTOR ANALYSIS
5.1 PORTER’S FIVE FORCES ANALYSIS
5.2 SUPPLY CHAIN ANALYSIS
6 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY SEGMENTS
6.1 INTRODUCTION
6.2 MARKET STATISTICS
Continued…
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