Contact Center Analytics market share research by applications and regions for 2017-2024

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Contact Center Analytics market to 2024 - Global
analysis and forecast by technology used and
application Global Market Insights, Inc.
Fuel Cell Market size worth 25.5bn by 2024
Low Power Wide Area Network
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Overview of Contact Center Analytics Market

• Some of the major companies operating in contact
  center analytics market are Verint Systems, Cisco
  Systems, Genesys, Oracle Corporation, SAP SE,
  NICE inContact Ltd., Genpact Limited, and Servion
  Global Solutions. These players are engaged in
  the new product launches, partnerships, mergers
  and acquisitions, and expansion to acquire a
  higher market share and gain a competitive
  advantage.
• For instance, in June 2016, inContact released
  its second customer interaction cloud, which
  helps it in achieving better customer
  satisfaction customer experience and business
  potential.

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• Contact Center Analytics Market size is
  anticipated to grow rapidly during the forecast
  period as it assists in identifying customer
  needs, solving customer problems, and improving
  the customer lifecycle. The change in demand from
  customers and retaining the customers are the
  major factors driving the contact center
  analytics market. Moreover, the increase in
  demand for improved customer experience
  management, cloud computing, demand for text and
  speech analytics, and increased compliance
  requirements foster the growth of the market.
• Contact center analytics is majorly used by the
  call centers to evaluate the performance of the
  customer service representatives and gain a
  better understanding of the overall customer
  relationship management. The interactions between
  clients and customers are evaluated, allowing
  companies to take corrective action on
  unstructured data and gain rare insights about
  the customers. It also supports in gathering the
  huge customer-related information, which is used
  by the enterprises for decision making and
  provide quality customer feedbacks and services.

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• The proliferation of cloud computing in contact
  center analytics aids in providing a superior
  customer experience. The factors associated with
  cloud contact centers such as improved agent
  efficiency, greater scalability, and reduced
  costs and enhanced security together aid in
  providing an improved customer experience. Cloud
  solutions lack security of data compared to
  on-premise model. For instance, hybrid cloud
  gives enterprises the flexibility of storing
  sensitive data into the private cloud while less
  important data could be stored in a public cloud,
  helping the company in saving costs.
• Speech analytics is the fastest growing segment
  of the contact center analytics market as it aids
  companies to understand its customers better and
  improving the overall customer experience. Speech
  analytics software analyzes various emotions from
  the audio data gathered such as tone, stress,
  reason for the call and satisfaction level,
  identifying the needs and expectations of the
  customers and addressing them. Hence, the demand
  for speech analytics in the contact center
  technology is rising and helps the companies
  entering this market gain a competitive edge over
  their competitors. Moreover, real-time speech
  analytics, AI, multi-channel customer interaction
  analytics, and emotional analytics are some of
  the other segments operating in this market.

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• BFSI accounts for the majority of shares in the
  contact center analytics market. Customers now
  conduct most of their banking transactions
  outside the branch through various contact
  centers. It enables them to organize their
  multichannel customer communication, which takes
  place through various channels such as video,
  chat, mobile, and social media.
• The North America region dominates the contact
  center analytics market as major industries
  reside in this region, which has a huge customer
  base and contact call centers. Furthermore, due
  to advanced technology and the use of speech
  analytics and cloud computing, they provide a
  high customer satisfaction.
• APAC region is expected to gain the highest
  market share during the forecast period owing to
  rapid digitization and rising disposable income
  of the population. The demand for electronic
  gadgets, such as smartphones, tablets, and
  laptops, has increased in this region, generating
  a huge data and enhancing contact center
  analytics requirements.

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Methodology

• Market
  research reports Key analytical components

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