What is Contact Center Analytics Software?
The increasing demand for Predictive Analytics software is expected to boost the global Contact Center Analytics Software market. This analytical software aids the contact center segment in tracking key performance indicators (KPIs) and drawing insights about business intelligence (BI). The significant benefits of contact center analytics software are that it helps in monitoring the service quality of each employee-customer interaction and thereby helps in streamlining operational and business issues. Contact center analytics software also aids in reducing operational & overhead expenses.
The market study is broken down by Type (Speech Analytics, Cross-channel Analytics, Predictive Analytics, Performance Analytics and Text Analytics), by Application (Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management and Customer Experience Management) and major geographies with country level break-up.
The companies are exploring the market by adopting mergers & acquisitions, expansions, investments, new service launches, and collaborations as their preferred strategies. The players are exploring new geographies through expansions and acquisitions to avail a competitive advantage through combined synergies. Research Analyst at AMA estimates that Players from United States will contribute to the maximum growth of Global Contact Center Analytics Software market throughout the predicted period.
Cisco Systems, Inc. (United States), Genpact Limited (Bermuda), Genesys (United States), Oracle Corporation (United States), Mitel Networks Corporation (Canada), SAP SE (Germany), Verint Systems Inc. (United States), 8X8 Inc. (United States), NICE Ltd. (Israel) and Enghouse Interactive (United States) are some of the key players that are part of study coverage. Additionally, the Players which are also part of the research coverage are Five9, Inc. (United States), CallMiner (United States) and Servion Global Solutions (India).
AdvanceMarketAnalytics has segmented the market of Global Contact Center Analytics Software market by Type, Application and Region.
On the basis of geography, the market of Contact Center Analytics Software has been segmented into South America (Brazil, Argentina, Rest of South America), Asia Pacific (China, Japan, India, South Korea, Taiwan, Australia, Rest of Asia-Pacific), Europe (Germany, France, Italy, United Kingdom, Netherlands, Rest of Europe), MEA (Middle East, Africa), North America (United States, Canada, Mexico). North America region held largest market share in the year 2019. Europe on the other hand stood as second largest market due to the presence of key companies into the region and high technological advancement. If we see Market by Deployment Mode, the sub-segment i.e. On-Premises will boost the Contact Center Analytics Software market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth. If we see Market by Organization Size, the sub-segment i.e. Large Enterprises will boost the Contact Center Analytics Software market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth. If we see Market by Industry Vertical, the sub-segment i.e. Healthcare and Life sciences will boost the Contact Center Analytics Software market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth.
- High ADoption for Cloud Computing Solutions
- Increasing Trend of Speech and Text Analytics
- Rising Demand for Better Customer Experience Management Softwares
- Increased Compliance Requirements
- Upsurging Demand from Social Media Analytics Software
- High ADoption of Real-Time Monitoring and Analytics
- The Concern Associated with Data Privacy Rules and Regulations
Key Target AudienceContact Center solution providers, Consulting companies, Government Regulatory Bodies, Private Research Organization, Government Research Organization and Others
About ApproachDuring this study the evaluation and validation of the market size is done through various sources including primary and secondary analysis. AMA Research & Media follows industrial and regulatory standards such as NAICS/SIC/ICB/TRCB, to have the better understanding of the market. The market study is conducted on basis of more than 200 companies dealing in the market regional as well as global areas with purpose to understand companys positioning regarding market value, volume and their market share for regional as well as global.
Further to bring relevance specific to any niche market we set and apply number of criteria like Geographic Footprints, Regional Segments of Revenue, Operational Centres, etc. The next step is to finalize a team (In-House + Data Agencies) who then starts collecting C & D level executives and profiles, Industry experts, Opinion leaders etc. and work towards appointment generation.
The primary research is performed by taking the interviews of executives of various companies dealing in the market as well as using the survey reports, research institute, and latest research reports. Meanwhile, analyst team keeps preparing set of questionnaires and after getting appointee list; the target audience are then tapped and segregated with various mediums and channels that are feasible for making connection that includes email communication, telephonic, skype, LinkedIn Group & InMail, Community Forums, Community Forums, open Survey, SurveyMonkey etc.
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Data related to EXIM [Export- Import], production & consumption by country or regional level break-up can be provided based on client request**
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