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Global Contact Center Analytics Market Size, Share, Trends: By Product: Software, Services; By Deployment Model: On-Premises, Cloud Based; By Organisation Size: Large Enterprises, Small Medium-Sized Enterprises; By Application: Automatic Call Distributor, Others; By End Use; Regional Analysis; Competitive Landscape; 2024-2032

Global Contact Center Analytics Market Outlook

The global contact center analytics market size reached approximately USD 1.82 billion in 2023. The market is projected to grow at a CAGR of 19.6% between 2024 and 2032, reaching a value of around USD 9.11 billion by 2032.

Key Trends in the Contact Center Analytics Market

Contact center analytics refers to the process of gathering and analysing data related to customer interactions in a contact center. This includes various communication channels such as phone calls, emails, live chat, social media, and more. The goal of contact center analytics is to extract valuable insights from this data to improve customer service, operational efficiency, and overall business performance.

The primary factor enhancing the global contact center analytics market demand is the increasing adoption of improved customer experience management solutions. Due to the competitive landscape, exceptional customer experiences are a top priority for businesses. Contact center analytics enables organisations to measure and track key performance indicators (KPIs) related to customer satisfaction, net promoter score (NPS), first call resolution (FCR), and customer satisfaction.

One of the key global contact center analytics market trends is the rising adoption of multichannel analytics. The development and widespread adoption of different communication channels, including phone calls, emails, live chat, social media, and messaging apps, has necessitated the implementation of multichannel analytics solutions. Contact centers are now focusing on aggregating and analysing data from various channels to gain a holistic view of customer interactions.

Another major factor aiding the global contact center analytics market growth is technological advancements enabling contact centers to introduce improved methods of customer interaction. Implementation of advanced technologies such as artificial intelligence, machine learning, and natural language processing, has also enabled organisations to automate the analysis of vast amounts of customer data, providing valuable insights into customer behaviour, sentiment, and preferences.

Contact Center Analytics Market Analysis

Based on product, the market can be segmented into software and services. The global contact center analytics market segmentation, based on the deployment model, includes on-premises and cloud based. Based on organisation size, the market is bifurcated into large enterprises and small medium-sized enterprises.

The market, based on application, is categorised into automatic call distributors, log management, risk and compliance management, real-time monitoring and reporting, workforce optimisation, and customer experience management, among others. The market division, based on end use, includes healthcare, BFSI, retail and consumer goods, IT and telecom, energy and utilities, government and defence, and travel and hospitality, among others. The major regional markets for contact center analytics are North America, Europe, the Asia Pacific, Latin America, and the Middle East and Africa.

The comprehensive EMR report provides an in-depth assessment of the market based on Porter's five forces model along with giving a SWOT analysis. The report gives a detailed analysis of the following key players in the global contact center analytics market, covering their competitive landscape and the latest developments like mergers, acquisitions, investments, and expansion plans.

Cisco Systems, Inc.

Oracle Corporation

8X8 Inc.

NICE Ltd.

Genesys Cloud Services, Inc.

CallMiner, Inc.

Five9, Inc.

Enghouse System Limited

Verint Systems Inc.

Mitel Networks Corp.

Others

Contact Center Analytics Market Share by Deployment Model

The on-premises deployment of analytics systems is likely to account for a major portion of the global contact center analytics market share in upcoming years. Organisations value on-premises deployment for its capacity for software customisability according to their specific requirements. When contact centre solutions are deployed on-premises, they are overseen and owned by the organisation's IT department. On-premises solutions are particularly favoured by businesses that have distinct business continuity prerequisites and stringent data privacy concerns.

Contact Center Analytics Market Share by Application

According to the global contact center analytics market analysis, customer experience management is likely to gain popularity among organisations in the coming years. The growth of the segment can be attributed to the increasing importance of providing a customised experience to drive loyalty and satisfaction.

Enterprises are also empowered by the customer experience management system to collect data from multiple channels and conduct analysis to gain valuable insights, which may help them in improving contact center operations.

Competitive Landscape

Cisco Systems, Inc. commonly known as Cisco, is a multinational technology conglomerate headquartered in San Jose, California, USA. Established in 1984, the company has grown to become one of the world's leading companies in networking technology and IT infrastructure solutions. The company specialises in designing, manufacturing, and selling a wide range of products and services related to networking and communication technology.

Oracle Corporation is an American multinational computer technology company headquartered in California. Since its establishment in 1977, the company has been recognised as one of the world's largest and most influential software and cloud computing companies. The company, with its extensive experience, has diversified its product portfolio into a wide array of software, cloud services, and hardware solutions. This includes enterprise resource planning (ERP) software, customer relationship management (CRM) software, and human capital management (HCM) solutions, among others.

8X8 Inc. is a technology company that specialises in providing cloud-based communication and collaboration solutions. Founded in 1987, the company is headquartered in California, USA, and provides various products, including video conferencing, team chat, business phones, and contact center, among others.

Other global contact center analytics market players include NICE Ltd., Genesys Cloud Services, Inc., CallMiner, Inc., Five9, Inc., Enghouse System Limited, Verint Systems Inc., and Mitel Networks Corp., among others.

Key Highlights of the Report

REPORT FEATURES	DETAILS
Base Year	2023
Historical Period	2018-2023
Forecast Period	2024-2032
Scope of the Report	Historical and Forecast Trends, Industry Drivers and Constraints, Historical and Forecast Market Analysis by Segment: Product Deployment Model Organisation Size Application End Use Region
Breakup by Product	Software Services
Breakup by Deployment Model	On-Premises Cloud Based
Breakup by Organisation Size	Large Enterprises Small Medium-Sized Enterprises
Breakup by Application	Automatic Call Distributor Log Management Risk and Compliance Management Real-time Monitoring and Reporting Workforce Optimisation Customer Experience Management Others
Breakup by End Use	Healthcare BFSI Retail and Consumer Goods IT and Telecom Energy and Utilities Government and Defence Travel and Hospitality Others
Breakup by Region	North America United States of America Canada Europe United Kingdom Germany France Italy Others Asia Pacific China Japan India ASEAN Australia Others Latin America Brazil Argentina Mexico Others Middle East and Africa Saudi Arabia United Arab Emirates Nigeria South Africa Others
Market Dynamics	SWOT Analysis Porter's Five Forces Analysis Key Indicators for Demand Key Indicators for Price
Competitive Landscape	Market Structure Company Profiles Company Overview Product Portfolio Demographic Reach and Achievements Certifications
Companies Covered	Cisco Systems, Inc. Oracle Corporation 8X8 Inc. NICE Ltd. Genesys Cloud Services, Inc. CallMiner, Inc. Five9, Inc. Enghouse System Limited Verint Systems Inc. Mitel Networks Corp. Others

*At Expert Market Research, we strive to always give you current and accurate information. The numbers depicted in the description are indicative and may differ from the actual numbers in the final EMR report.

1   Preface
2   Report Coverage – Key Segmentation and Scope
3   Report Description
   3.1   Market Definition and Outlook
   3.2   Properties and Applications
   3.3   Market Analysis
   3.4   Key Players
4   Key Assumptions
5   Executive Summary
   5.1   Overview
   5.2   Key Drivers
   5.3   Key Developments
   5.4   Competitive Structure
   5.5   Key Industrial Trends
6   Market Snapshot
   6.1   Global
   6.2   Regional
7   Opportunities and Challenges in the Market
8   Global Contact Center Analytics Market Analysis
   8.1   Key Industry Highlights
   8.2   Global Contact Center Analytics Historical Market (2018-2023)
   8.3   Global Contact Center Analytics Market Forecast (2024-2032)
   8.4   Global Contact Center Analytics Market by Product
       8.4.1   Software
           8.4.1.1   Historical Trend (2018-2023)
           8.4.1.2   Forecast Trend (2024-2032)
           8.4.1.3   Breakup by Type
               8.4.1.3.1   Cross-channel Analytics
               8.4.1.3.2   Performance Analytics
               8.4.1.3.3   Predictive Analytics
               8.4.1.3.4   Speech Analytics
               8.4.1.3.5   Text Analytics
       8.4.2   Services
           8.4.2.1   Historical Trend (2018-2023)
           8.4.2.2   Forecast Trend (2024-2032)
           8.4.2.3   Breakup by Type
               8.4.2.3.1   Professional Services
               8.4.2.3.2   Managed Services
   8.5   Global Contact Center Analytics Market by Deployment Model
       8.5.1   On-Premises
           8.5.1.1   Historical Trend (2018-2023)
           8.5.1.2   Forecast Trend (2024-2032)
       8.5.2   Cloud Based
           8.5.2.1   Historical Trend (2018-2023)
           8.5.2.2   Forecast Trend (2024-2032)
   8.6   Global Contact Center Analytics Market by Organisation Size
       8.6.1   Large Enterprises
           8.6.1.1   Historical Trend (2018-2023)
           8.6.1.2   Forecast Trend (2024-2032)
       8.6.2   Small Medium-Sized Enterprises
           8.6.2.1   Historical Trend (2018-2023)
           8.6.2.2   Forecast Trend (2024-2032)
   8.7   Global Contact Center Analytics Market by Application
       8.7.1   Automatic Call Distributor
           8.7.1.1   Historical Trend (2018-2023)
           8.7.1.2   Forecast Trend (2024-2032)
       8.7.2   Log Management
           8.7.2.1   Historical Trend (2018-2023)
           8.7.2.2   Forecast Trend (2024-2032)
       8.7.3   Risk and Compliance Management
           8.7.3.1   Historical Trend (2018-2023)
           8.7.3.2   Forecast Trend (2024-2032)
       8.7.4   Real-time Monitoring and Reporting
           8.7.4.1   Historical Trend (2018-2023)
           8.7.4.2   Forecast Trend (2024-2032)
       8.7.5   Workforce Optimisation
           8.7.5.1   Historical Trend (2018-2023)
           8.7.5.2   Forecast Trend (2024-2032)
       8.7.6   Customer Experience Management
           8.7.6.1   Historical Trend (2018-2023)
           8.7.6.2   Forecast Trend (2024-2032)
       8.7.7   Others
   8.8   Global Contact Center Analytics Market by End Use
       8.8.1   Healthcare
           8.8.1.1   Historical Trend (2018-2023)
           8.8.1.2   Forecast Trend (2024-2032)
       8.8.2   BFSI
           8.8.2.1   Historical Trend (2018-2023)
           8.8.2.2   Forecast Trend (2024-2032)
       8.8.3   Retail and Consumer Goods
           8.8.3.1   Historical Trend (2018-2023)
           8.8.3.2   Forecast Trend (2024-2032)
       8.8.4   IT and Telecom
           8.8.4.1   Historical Trend (2018-2023)
           8.8.4.2   Forecast Trend (2024-2032)
       8.8.5   Energy and Utilities
           8.8.5.1   Historical Trend (2018-2023)
           8.8.5.2   Forecast Trend (2024-2032)
       8.8.6   Government and Defence
           8.8.6.1   Historical Trend (2018-2023)
           8.8.6.2   Forecast Trend (2024-2032)
       8.8.7   Travel and Hospitality
           8.8.7.1   Historical Trend (2018-2023)
           8.8.7.2   Forecast Trend (2024-2032)
       8.8.8   Others
   8.9   Global Contact Center Analytics Market by Region
       8.9.1   North America
           8.9.1.1   Historical Trend (2018-2023)
           8.9.1.2   Forecast Trend (2024-2032)
       8.9.2   Europe
           8.9.2.1   Historical Trend (2018-2023)
           8.9.2.2   Forecast Trend (2024-2032)
       8.9.3   Asia Pacific
           8.9.3.1   Historical Trend (2018-2023)
           8.9.3.2   Forecast Trend (2024-2032)
       8.9.4   Latin America
           8.9.4.1   Historical Trend (2018-2023)
           8.9.4.2   Forecast Trend (2024-2032)
       8.9.5   Middle East and Africa
           8.9.5.1   Historical Trend (2018-2023)
           8.9.5.2   Forecast Trend (2024-2032)
9   North America Contact Center Analytics Market Analysis
   9.1   United States of America
       9.1.1   Historical Trend (2018-2023)
       9.1.2   Forecast Trend (2024-2032)
   9.2   Canada
       9.2.1   Historical Trend (2018-2023)
       9.2.2   Forecast Trend (2024-2032)
10   Europe Contact Center Analytics Market Analysis
   10.1   United Kingdom
       10.1.1   Historical Trend (2018-2023)
       10.1.2   Forecast Trend (2024-2032)
   10.2   Germany
       10.2.1   Historical Trend (2018-2023)
       10.2.2   Forecast Trend (2024-2032)
   10.3   France
       10.3.1   Historical Trend (2018-2023)
       10.3.2   Forecast Trend (2024-2032)
   10.4   Italy
       10.4.1   Historical Trend (2018-2023)
       10.4.2   Forecast Trend (2024-2032)
   10.5   Others
11   Asia Pacific Contact Center Analytics Market Analysis
   11.1   China
       11.1.1   Historical Trend (2018-2023)
       11.1.2   Forecast Trend (2024-2032)
   11.2   Japan
       11.2.1   Historical Trend (2018-2023)
       11.2.2   Forecast Trend (2024-2032)
   11.3   India
       11.3.1   Historical Trend (2018-2023)
       11.3.2   Forecast Trend (2024-2032)
   11.4   ASEAN
       11.4.1   Historical Trend (2018-2023)
       11.4.2   Forecast Trend (2024-2032)
   11.5   Australia
       11.5.1   Historical Trend (2018-2023)
       11.5.2   Forecast Trend (2024-2032)
   11.6   Others
12   Latin America Contact Center Analytics Market Analysis
   12.1   Brazil
       12.1.1   Historical Trend (2018-2023)
       12.1.2   Forecast Trend (2024-2032)
   12.2   Argentina
       12.2.1   Historical Trend (2018-2023)
       12.2.2   Forecast Trend (2024-2032)
   12.3   Mexico
       12.3.1   Historical Trend (2018-2023)
       12.3.2   Forecast Trend (2024-2032)
   12.4   Others
13   Middle East and Africa Contact Center Analytics Market Analysis
   13.1   Saudi Arabia
       13.1.1   Historical Trend (2018-2023)
       13.1.2   Forecast Trend (2024-2032)
   13.2   United Arab Emirates
       13.2.1   Historical Trend (2018-2023)
       13.2.2   Forecast Trend (2024-2032)
   13.3   Nigeria
       13.3.1   Historical Trend (2018-2023)
       13.3.2   Forecast Trend (2024-2032)
   13.4   South Africa
       13.4.1   Historical Trend (2018-2023)
       13.4.2   Forecast Trend (2024-2032)
   13.5   Others
14   Market Dynamics
   14.1   SWOT Analysis
       14.1.1   Strengths
       14.1.2   Weaknesses
       14.1.3   Opportunities
       14.1.4   Threats
   14.2   Porter’s Five Forces Analysis
       14.2.1   Supplier’s Power
       14.2.2   Buyer’s Power
       14.2.3   Threat of New Entrants
       14.2.4   Degree of Rivalry
       14.2.5   Threat of Substitutes
   14.3   Key Indicators for Demand
   14.4   Key Indicators for Price
15   Competitive Landscape
   15.1   Market Structure
   15.2   Company Profiles
       15.2.1   Cisco Systems, Inc.
           15.2.1.1   Company Overview
           15.2.1.2   Product Portfolio
           15.2.1.3   Demographic Reach and Achievements
           15.2.1.4   Certifications
       15.2.2   Oracle Corporation
           15.2.2.1   Company Overview
           15.2.2.2   Product Portfolio
           15.2.2.3   Demographic Reach and Achievements
           15.2.2.4   Certifications
       15.2.3   8X8 Inc.
           15.2.3.1   Company Overview
           15.2.3.2   Product Portfolio
           15.2.3.3   Demographic Reach and Achievements
           15.2.3.4   Certifications
       15.2.4   NICE Ltd.
           15.2.4.1   Company Overview
           15.2.4.2   Product Portfolio
           15.2.4.3   Demographic Reach and Achievements
           15.2.4.4   Certifications
       15.2.5   Genesys Cloud Services, Inc.
           15.2.5.1   Company Overview
           15.2.5.2   Product Portfolio
           15.2.5.3   Demographic Reach and Achievements
           15.2.5.4   Certifications
       15.2.6   CallMiner, Inc.
           15.2.6.1   Company Overview
           15.2.6.2   Product Portfolio
           15.2.6.3   Demographic Reach and Achievements
           15.2.6.4   Certifications
       15.2.7   Five9, Inc.
           15.2.7.1   Company Overview
           15.2.7.2   Product Portfolio
           15.2.7.3   Demographic Reach and Achievements
           15.2.7.4   Certifications
       15.2.8   Enghouse System Limited
           15.2.8.1   Company Overview
           15.2.8.2   Product Portfolio
           15.2.8.3   Demographic Reach and Achievements
           15.2.8.4   Certifications
       15.2.9   Verint Systems Inc.
           15.2.9.1   Company Overview
           15.2.9.2   Product Portfolio
           15.2.9.3   Demographic Reach and Achievements
           15.2.9.4   Certifications
       15.2.10   Mitel Networks Corp.
           15.2.10.1   Company Overview
           15.2.10.2   Product Portfolio
           15.2.10.3   Demographic Reach and Achievements
           15.2.10.4   Certifications
       15.2.11   Others
16   Key Trends and Developments in the Market

List of Key Figures and Tables

1.   Global Contact Center Analytics Market: Key Industry Highlights, 2018 and 2032
2.   Global Contact Center Analytics Historical Market: Breakup by Product (USD Billion), 2018-2023
3.   Global Contact Center Analytics Market Forecast: Breakup by Product (USD Billion), 2024-2032
4.   Global Contact Center Analytics Historical Market: Breakup by Deployment Model (USD Billion), 2018-2023
5.   Global Contact Center Analytics Market Forecast: Breakup by Deployment Model (USD Billion), 2024-2032
6.   Global Contact Center Analytics Historical Market: Breakup by Organisation Size (USD Billion), 2018-2023
7.   Global Contact Center Analytics Market Forecast: Breakup by Organisation Size (USD Billion), 2024-2032
8.   Global Contact Center Analytics Historical Market: Breakup by Application (USD Billion), 2018-2023
9.   Global Contact Center Analytics Market Forecast: Breakup by Application (USD Billion), 2024-2032
10.   Global Contact Center Analytics Historical Market: Breakup by End Use (USD Billion), 2018-2023
11.   Global Contact Center Analytics Market Forecast: Breakup by End Use (USD Billion), 2024-2032
12.   Global Contact Center Analytics Historical Market: Breakup by Region (USD Billion), 2018-2023
13.   Global Contact Center Analytics Market Forecast: Breakup by Region (USD Billion), 2024-2032
14.   North America Contact Center Analytics Historical Market: Breakup by Country (USD Billion), 2018-2023
15.   North America Contact Center Analytics Market Forecast: Breakup by Country (USD Billion), 2024-2032
16.   Europe Contact Center Analytics Historical Market: Breakup by Country (USD Billion), 2018-2023
17.   Europe Contact Center Analytics Market Forecast: Breakup by Country (USD Billion), 2024-2032
18.   Asia Pacific Contact Center Analytics Historical Market: Breakup by Country (USD Billion), 2018-2023
19.   Asia Pacific Contact Center Analytics Market Forecast: Breakup by Country (USD Billion), 2024-2032
20.   Latin America Contact Center Analytics Historical Market: Breakup by Country (USD Billion), 2018-2023
21.   Latin America Contact Center Analytics Market Forecast: Breakup by Country (USD Billion), 2024-2032
22.   Middle East and Africa Contact Center Analytics Historical Market: Breakup by Country (USD Billion), 2018-2023
23.   Middle East and Africa Contact Center Analytics Market Forecast: Breakup by Country (USD Billion), 2024-2032
24.   Global Contact Center Analytics Market Structure

Key Questions Answered in the Report

What was the global contact center analytics market value in 2023?

In 2023, the market reached an approximate value of USD 1.82 billion.

What is the growth rate of the global contact center analytics market?

The market is projected to grow at a CAGR of 19.6% between 2024 and 2032.

What is the forecast outlook of the global contact center analytics market for 2024-2032?

The market is estimated to witness healthy growth in the forecast period of 2024-2032 to reach a value of around USD 9.11 billion by 2032.

What are the major market drivers?

The market is driven by the rising focus of organisations on customer experience management and the integration of the latest technologies in contact center analytics software.

What are the major trends in the market?

The growing competition among players and the increasing adoption of multichannel analytics are some of the major trends guiding the market.

What are the major regional markets for contact center analytics, according to the EMR report?

The major regional markets are North America, Europe, the Asia Pacific, Latin America, and the Middle East and Africa.

What are the major end uses of contact center analytics?

The different end uses are healthcare, BFSI, retail and consumer goods, IT and telecom, energy and utilities, government and defence, and travel and hospitality, among others.

Who are the key market players, according to the global contact center analytics market report?

The key players in the market include Cisco Systems, Inc., Oracle Corporation, 8X8 Inc., NICE Ltd., Genesys Cloud Services, Inc., CallMiner, Inc., Five9, Inc., Enghouse System Limited, Verint Systems Inc., and Mitel Networks Corp., among others.

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