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Contact Center Analytics Global Market – Overview

Contact center analytics helps organization to reduce cost of the operations without affecting customer satisfaction. The performance of customer service representative is measured individually using contact center analytics, this helps to improve overall customer relationship management. Contact center analytics is a combination of speech analytics and customer experience analytics, hence it is mainly used by call centres to evaluate interaction and recognize the communication gap with the customers, so that the proper improvements can be done in the process. The driving factors for the growth of the Contact Center Analytics Market is the increasing demand for contact center solutions for customer experience management which supports organization in analysing essential insights of customer data. Also, increasing adoption of cloud computing, growing demand for text and speech analytics solutions, growing government compliances, are fuelling the market growth of the contact center analytics.

Oracle’s Contact Center Telephony Analytics support organizations in gaining market insights which helps organization to scrutinize all aspects of contact center such as average call handle time, transfer rates, cost per contact, and revenue per agent. This solution provides key performance indicators, best-practice metrics and alerts which assist companies to take corrective actions and improve employee productivity, increase customer satisfaction and reduce cost of operation. The customer experience management application of contact center analytics provides combination of customer interaction, feedback, transactions and agent data to gain useful insights about customer journey. Hence, it is expected to show the highest growth among the applications in contact center analytics market.

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Contact centers have evolved from basic stand-alone operations over a single channel to multi-channel for enhancing customer relationship management. The recent trends in contact center analytics market is the use of social media, as customers mostly use social media platforms to interact with organizations rather than using help lines, e-mail support. Therefore, the use of social media in contact center analytics is increasing, which is expected to grow the market.

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.

Contact Center Analytics Global Market – Segmentation

• Segmentation by Component: Software and Solutions.
• Segmentation by Deployment: On-Premise and On-demand.
• Segmentation by Organisation Size: Small, Medium and Large.
• Segmentation by Application: Workforce Optimization, Risk Management, Customer Experience Management, Real-time Monitoring and Others.
• Segmentation by End-Users: BFSI, Government, Retail, Healthcare, Manufacturing, IT & Telecommunications, Hospitality, Defence, Energy, and Others.
• Segmentation by Region: North-America, Europe, Asia-Pacific, Rest of the World.

Contact Center Analytics Global Market – Regional Analysis

The regional analysis of contact center analytics market is studied for North America, Europe, Asia Pacific and Rest of the World.

North America is expected to dominate the market of contact center analytics due to presence of large number of key players such as Oracle Corporation, Cisco Systems Inc, 8X8 Inc in the region. Moreover, North America has large number of industries who have operation base and contact centers in this region which is expected to support the dominance of this region.

Asia-Pacific is expected to show the highest growth in contact center analytics market as in this region the call center operations are increasing owing to adoption of speech analytics and contact center analytics solution to reduce the operation cost.

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Intended Audience

• Manufacturers
• Distributors
• Research firms
• Consultancy firms
• Software Developers
• Vendors
• Semiconductor Manufacturers
• End-user sectors
• Technology Investors

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