The future of the global contact center analytics market looks promising with opportunities in the BFSI, healthcare, retail and e-commerce, government and education, IT and telecom, and travel and hospitality markets. The global contact center analytics market is expected to reach an estimated $3.4 billion by 2030 with a CAGR of 11.3% from 2024 to 2030. The major drivers for this market are adoption of new age technologies such as artificial intelligence (AI), machine learning (ML), speech analytics, and text analytics, improved customer experience management solutions are in high demand, and growing utilisation of cloud-based contact centre software.
Some of the key questions
answered in this exclusive report are:
Q.1. What are some of
the most promising, high-growth opportunities for the contact center analytics
market by component (solution and services), deployment model (on-premise and
cloud), end use industry (BFSI, healthcare, retail and e-commerce, government
and education, IT and telecom, travel and hospitality, and others), and region
(North America, Europe, Asia Pacific, and the Rest of the World)?
Q.2. Which segments will
grow at a faster pace and why?
Q.3. Which region will grow at a faster pace and
why?
Q.4. What are the key
factors affecting market dynamics? What are the key challenges and business risks
in this market?
Q.5. What are the
business risks and competitive threats in this market?
Q.6. What are the emerging trends in this market
and the reasons behind them?
Q.7. What are some of
the changing demands of customers in the market?
Q.8. What are the new
developments in the market? Which companies are leading these developments?
Q.9. Who are the major
players in this market? What strategic initiatives are key players pursuing for
business growth?
Q.10. What are some of
the competing products in this market and how big of a threat do they pose for
loss of market share by material or product substitution?
Q.11. What M&A
activity has occurred in the last 5 years and what has its impact been on the
industry?
Market Segmentation:
In this market, solution
and services are the major segments of contact center analytics market by
component.
Lucintel forecasts that
solution is expected to witness highest growth over the forecast period due to
the development in advanced contact center technology adoption and the usage of
social media platforms.
Within this market, BFSI
will remain the largest segment due to the increasing use of digital banking
products and the escalating complexity of managing transactional exchanges.
APAC is expected to
witness highest growth over the forecast period due to growth of cloud-based
contact center analytics solutions, globalization, economic transformation, and
digitalization.
Mitel Networks
Corporation, Genpact Limiteds, Avaya, Genesys, Talkdesk, SAP, Oracle
Corporation, CallMiner, 8x8, and Nice are the major suppliers in the contact
center analytics market.
About
Lucintel
Lucintel, the premier global
management consulting and market research firm, creates winning strategies for
growth. It offers market assessments, competitive analysis, opportunity
analysis, growth
consulting, M&A, and due diligence services to executives and
key decision-makers in a variety of industries.
Contact:
Roy Almaguer
Lucintel
Dallas, Texas, USA
Email: roy.almaguer@lucintel.com
Tel. 972.636.5056
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