Contact Center Analytics Market 2028 Component, Deployment Model, Organization Size, Application, Industry Vertical and Geography | The Insight Partners

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Contact Center Analytics Market Forecast to 2028 - COVID-19 Impact and Global Analysis by Component (Software, Services); Deployment Model (On-Premises, Cloud); Organization Size (Large Enterprises, Small and Medium-Sized Enterprises); Application (Automatic Call Distributor, Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Optimization, Customer Experience Management, Others); Industry Vertical (Healthcare and Life sciences, BFSI, Manufacturing, Retail and Consumer Goods, Telecom and IT, Energy and Utilities, Government and Defense, Others) and Geography

Report Code: TIPRE00010992 | No. of Pages: 150 | Category: Technology, Media and Telecommunications | Status: Upcoming


The contact center analytics is mainly used by the call centers to estimate the performance of the customer service representatives and get a better understanding of the overall customer relationship management. The communications between clients and customers are evaluated, enabling companies to take corrective action on unstructured data and collect rare insights about the customers. The contact center analytics also chains in gathering the enormous customer-related data, which is utilized by the enterprises for decision making and offering quality customer feedbacks and services.


The increasing demand for better customer experience management solutions, the growing demand for text and speech analytics, and increased compliance requirements are some of the significant factors driving the growth of the contact center analytics market. However, the high investment cost is the major factor that may restrain the growth of the contact center analytics market. Moreover, the increasing adoption of social media analytics, predictive analytics, and real-time monitoring and analytics is anticipated to boost the growth of the contact center analytics market.


The "Global Contact Center Analytics Market Analysis to 2028" is a specialized and in-depth study of the contact center analytics market with a special focus on the global market trend analysis. The report aims to provide an overview of contact center analytics market with detailed market segmentation by component, deployment model, organization size, application, industry vertical. The global contact center analytics market is expected to witness high growth during the forecast period. The report provides key statistics on the market status of the leading contact center analytics market players and offers key trends and opportunities in the contact center analytics market.


The global contact center analytics market is segmented on the basis of component, deployment model, organization size, application, industry vertical. On the basis of component, the market is segmented as software, services. On the basis of deployment model, the market is segmented as on-premises, cloud. On the basis of organization size, the market is segmented as large enterprises, small and medium-sized enterprises. On the basis of application, the market is segmented as automatic call distributor, log management, risk and compliance management, real-time monitoring and reporting, workforce optimization, customer experience management, others. On the basis of industry vertical, the market is segmented as healthcare and life sciences, BFSI, manufacturing, retail and consumer goods, telecom and IT, energy and utilities, government and defense, others.


The report provides a detailed overview of the industry including both qualitative and quantitative information. It provides overview and forecast of the global contact center analytics market based on various segments. It also provides market size and forecast estimates from year 2020 to 2028 with respect to five major regions, namely; North America, Europe, Asia-Pacific (APAC), Middle East and Africa (MEA) and South America. The contact center analytics market by each region is later sub-segmented by respective countries and segments. The report covers analysis and forecast of 18 countries globally along with current trend and opportunities prevailing in the region.

The report analyzes factors affecting contact center analytics market from both demand and supply side and further evaluates market dynamics effecting the market during the forecast period i.e., drivers, restraints, opportunities, and future trend. The report also provides exhaustive PEST analysis for all five regions namely; North America, Europe, APAC, MEA and South America after evaluating political, economic, social and technological factors effecting the contact center analytics market in these regions.

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The reports cover key developments in the contact center analytics market as organic and inorganic growth strategies. Various companies are focusing on organic growth strategies such as product launches, product approvals and others such as patents and events. Inorganic growth strategies activities witnessed in the market were acquisitions, and partnership & collaborations. These activities have paved way for expansion of business and customer base of market players. The market players from contact center analytics market are anticipated to lucrative growth opportunities in the future with the rising demand for contact center analytics market. Below mentioned is the list of few companies engaged in the contact center analytics market.

The report also includes the profiles of key contact center analytics market companies along with their SWOT analysis and market strategies. In addition, the report focuses on leading industry players with information such as company profiles, components and services offered, financial information of last 3 years, key development in past five years.

  •  8x8, Inc.
  •  Cisco Systems, Inc.
  •  Enghouse Interactive
  •  Five9, Inc.
  •  Genesys
  •  Mitel Networks Corp
  •  NICE Systems Ltd.
  •  Oracle
  •  SAP SE
  •  Verint

The Insight Partner's dedicated research and analysis team consist of experienced professionals with advanced statistical expertise and offer various customization options in the existing study.

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The List of Companies

1. 8x8, Inc.
2. Cisco Systems, Inc.
3. Enghouse Interactive
4. Five9, Inc.
5. Genesys
6. Mitel Networks Corp
7.NICE Systems Ltd.
8. Oracle
10. Verint
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