Market Scenario:
Contact center analytics are mostly used to measure the performance of customer service representatives individually as well as in whole. The analytics are used to understand the overall approach of customer relationship management in a proper manner. They are generally used by the call centers to evaluate interactions and identify the gap so that proper corrections can be done. The call center analytics helps organizations to overcome everyday challenges.
The factors contributing to the growth of the Contact Center Analytics Market are increasing demand for improved customer experience management solutions, enables companies to gain crucial insights to enhance customer experience and proliferation of cloud computing. Furthermore, factors such as increasing demand for various analytical solutions and the growing compliance requirements are expected to boost the growth of the contact center analytics market over the forecast period, 2017-2023.
Also, over the next few years contact centers improving the multichannel and cross channel customer experience. The customers use various different methods such as emails, voice chat, and web chat among others.
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Geographically, North America accounted for the largest market share in the global contact center analytics market, whereas Asia-Pacific is expected to grow at a fast pace over the forecast period, 2017-2023.
The global customer experience management market is expected to reach approximately USD 1.5 billion by the end of 2023 with 16% CAGR during forecast period 2017-2023.
Segments
For the purpose of this study, Market Research Future has segmented the market of contact center market into component, deployment, organization size, application, end-users and region.
Component
Software
Solutions
Deployment
On-premises
On-demand
Organization Size
Small
Medium
Large
Application
Workforce Optimization
Risk Management
Customer Experience Management
Real-time Monitoring
Others
End-users
BFSI
Government
Retail
Healthcare
Manufacturing
IT & Telecommunications
Hospitality
Defense
Energy
Others
Region
North-America
Europe
Asia-Pacific
RoW
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.
Regional Analysis
Regionally, North-America accounted for the largest market share, increased adoption of new technological solutions, regional growth of the customer experience management and increasing customer expectations, hub for industries with large operation base and customer contact centers and increasing adoption of of cloud-based analytics solutions across various industries.
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Intended Audience
Manufacturers
Distributors
Research firms
Consultancy firms
Software Developers
Vendors
Semiconductor Manufacturers
End-user sectors
Technology Investors
TABLE OF CONTENTS
LIST OF TABLES
TABLE 1 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY COMPONENT
TABLE 2 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT
TABLE 3 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY APPLICATION
TABLE 4 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE
TABLE 5 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY END-USERS
TABLE 6 GLOBAL CONTACT CENTER ANALYTICS MARKET, BY REGION
TABLE 7 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY COMPONENT
TABLE 8 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT
TABLE 9 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY APPLICATION
TABLE 10 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE
TABLE 11 NORTHAMERICA CONTACT CENTER ANALYTICS MARKET, BY END-USERS
TABLE 12 U.S CONTACT CENTER ANALYTICS MARKET, BY COMPONENT
TABLE 13 U.S. CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT
TABLE 14 U.S CONTACT CENTER ANALYTICS MARKET, BY APPLICATION
TABLE 15 U.S. CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE
TABLE 16 U.S. CONTACT CENTER ANALYTICS MARKET, BY END-USER
TABLE 17 CANADA CONTACT CENTER ANALYTICS MARKET, BY COMPONENT
TABLE 18 CANADA CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT
TABLE 19 CANADA CONTACT CENTER ANALYTICS MARKET, BY APPLICATION
TABLE 20 CANADA CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE
Continued…
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