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Global Call Center Analytics Market 2024 by Company, Regions, Type and Application, Forecast to 2029
Synopsis
The global Call Center Analytics market size was valued at USD 983.7 million in 2022 and is forecast to a readjusted size of USD 2316.4 million by 2029 with a CAGR of 13.0% during review period. The influence of COVID-19 and the Russia-Ukraine War were considered while estimating market sizes.
The process of collecting and analyzing call center data to gain valuable insights about agent performance, call center performance, customer satisfaction and product performance is called call center analytics. Call center analytics is the process of collecting and analyzing customer data to unearth valuable insights about your service organization's performance. This includes customer satisfaction (CSAT), revenue, customer retention, customer effort score, and service-level agreement (SLA) performance.
This report is a detailed and comprehensive analysis for global Call Center Analytics market. Both quantitative and qualitative analyses are presented by company, by region & country, by Type and by Application. As the market is constantly changing, this report explores the competition, supply and demand trends, as well as key factors that contribute to its changing demands across many markets. Company profiles and product examples of selected competitors, along with market share estimates of some of the selected leaders for the year 2023, are provided.
Key Features:
Global Call Center Analytics market size and forecasts, in consumption value ($ Million), 2018-2029
Global Call Center Analytics market size and forecasts by region and country, in consumption value ($ Million), 2018-2029
Global Call Center Analytics market size and forecasts, by Type and by Application, in consumption value ($ Million), 2018-2029
Global Call Center Analytics market shares of main players, in revenue ($ Million), 2018-2023
The Primary Objectives in This Report Are:
To determine the size of the total market opportunity of global and key countries
To assess the growth potential for Call Center Analytics
To forecast future growth in each product and end-use market
To assess competitive factors affecting the marketplace
This report profiles key players in the global Call Center Analytics market based on the following parameters - company overview, production, value, price, gross margin, product portfolio, geographical presence, and key developments. Key companies covered as a part of this study include Cisco, Genpact, 8X8, Inc., Genesys and Oracle, etc.
This report also provides key insights about market drivers, restraints, opportunities, new product launches or approvals, COVID-19 and Russia-Ukraine War Influence.
Market segmentation
Call Center Analytics market is split by Type and by Application. For the period 2018-2029, the growth among segments provide accurate calculations and forecasts for consumption value by Type and by Application. This analysis can help you expand your business by targeting qualified niche markets.
Market segment by Type
Predictive Analytics
Voice Analytics
Customer Satisfaction Analytics
Interaction Analytics
Omnichannel Analytics
Market segment by Application
Large Enterprise
SMEs
Market segment by players, this report covers
Cisco
Genpact
8X8, Inc.
Genesys
Oracle
Mitel Networks Corp.
SAP SE
NICE
Enghouse Interactive
Five9, Inc.
CallMiner.
Servion Global Solutions
EdgeVerve Systems Limited
inContact Inc.
Intrado
Zoom Video Communications
Calabrio
Aspect Software
Market segment by regions, regional analysis covers
North America (United States, Canada, and Mexico)
Europe (Germany, France, UK, Russia, Italy, and Rest of Europe)
Asia-Pacific (China, Japan, South Korea, India, Southeast Asia, Australia and Rest of Asia-Pacific)
South America (Brazil, Argentina and Rest of South America)
Middle East & Africa (Turkey, Saudi Arabia, UAE, Rest of Middle East & Africa)
The content of the study subjects, includes a total of 13 chapters:
Chapter 1, to describe Call Center Analytics product scope, market overview, market estimation caveats and base year.
Chapter 2, to profile the top players of Call Center Analytics, with revenue, gross margin and global market share of Call Center Analytics from 2018 to 2023.
Chapter 3, the Call Center Analytics competitive situation, revenue and global market share of top players are analyzed emphatically by landscape contrast.
Chapter 4 and 5, to segment the market size by Type and application, with consumption value and growth rate by Type, application, from 2018 to 2029.
Chapter 6, 7, 8, 9, and 10, to break the market size data at the country level, with revenue and market share for key countries in the world, from 2018 to 2023.and Call Center Analytics market forecast, by regions, type and application, with consumption value, from 2024 to 2029.
Chapter 11, market dynamics, drivers, restraints, trends, Porters Five Forces analysis, and Influence of COVID-19 and Russia-Ukraine War
Chapter 12, the key raw materials and key suppliers, and industry chain of Call Center Analytics.
Chapter 13, to describe Call Center Analytics research findings and conclusion.
The global Call Center Analytics market size was valued at USD 983.7 million in 2022 and is forecast to a readjusted size of USD 2316.4 million by 2029 with a CAGR of 13.0% during review period. The influence of COVID-19 and the Russia-Ukraine War were considered while estimating market sizes.
The process of collecting and analyzing call center data to gain valuable insights about agent performance, call center performance, customer satisfaction and product performance is called call center analytics. Call center analytics is the process of collecting and analyzing customer data to unearth valuable insights about your service organization's performance. This includes customer satisfaction (CSAT), revenue, customer retention, customer effort score, and service-level agreement (SLA) performance.
This report is a detailed and comprehensive analysis for global Call Center Analytics market. Both quantitative and qualitative analyses are presented by company, by region & country, by Type and by Application. As the market is constantly changing, this report explores the competition, supply and demand trends, as well as key factors that contribute to its changing demands across many markets. Company profiles and product examples of selected competitors, along with market share estimates of some of the selected leaders for the year 2023, are provided.
Key Features:
Global Call Center Analytics market size and forecasts, in consumption value ($ Million), 2018-2029
Global Call Center Analytics market size and forecasts by region and country, in consumption value ($ Million), 2018-2029
Global Call Center Analytics market size and forecasts, by Type and by Application, in consumption value ($ Million), 2018-2029
Global Call Center Analytics market shares of main players, in revenue ($ Million), 2018-2023
The Primary Objectives in This Report Are:
To determine the size of the total market opportunity of global and key countries
To assess the growth potential for Call Center Analytics
To forecast future growth in each product and end-use market
To assess competitive factors affecting the marketplace
This report profiles key players in the global Call Center Analytics market based on the following parameters - company overview, production, value, price, gross margin, product portfolio, geographical presence, and key developments. Key companies covered as a part of this study include Cisco, Genpact, 8X8, Inc., Genesys and Oracle, etc.
This report also provides key insights about market drivers, restraints, opportunities, new product launches or approvals, COVID-19 and Russia-Ukraine War Influence.
Market segmentation
Call Center Analytics market is split by Type and by Application. For the period 2018-2029, the growth among segments provide accurate calculations and forecasts for consumption value by Type and by Application. This analysis can help you expand your business by targeting qualified niche markets.
Market segment by Type
Predictive Analytics
Voice Analytics
Customer Satisfaction Analytics
Interaction Analytics
Omnichannel Analytics
Market segment by Application
Large Enterprise
SMEs
Market segment by players, this report covers
Cisco
Genpact
8X8, Inc.
Genesys
Oracle
Mitel Networks Corp.
SAP SE
NICE
Enghouse Interactive
Five9, Inc.
CallMiner.
Servion Global Solutions
EdgeVerve Systems Limited
inContact Inc.
Intrado
Zoom Video Communications
Calabrio
Aspect Software
Market segment by regions, regional analysis covers
North America (United States, Canada, and Mexico)
Europe (Germany, France, UK, Russia, Italy, and Rest of Europe)
Asia-Pacific (China, Japan, South Korea, India, Southeast Asia, Australia and Rest of Asia-Pacific)
South America (Brazil, Argentina and Rest of South America)
Middle East & Africa (Turkey, Saudi Arabia, UAE, Rest of Middle East & Africa)
The content of the study subjects, includes a total of 13 chapters:
Chapter 1, to describe Call Center Analytics product scope, market overview, market estimation caveats and base year.
Chapter 2, to profile the top players of Call Center Analytics, with revenue, gross margin and global market share of Call Center Analytics from 2018 to 2023.
Chapter 3, the Call Center Analytics competitive situation, revenue and global market share of top players are analyzed emphatically by landscape contrast.
Chapter 4 and 5, to segment the market size by Type and application, with consumption value and growth rate by Type, application, from 2018 to 2029.
Chapter 6, 7, 8, 9, and 10, to break the market size data at the country level, with revenue and market share for key countries in the world, from 2018 to 2023.and Call Center Analytics market forecast, by regions, type and application, with consumption value, from 2024 to 2029.
Chapter 11, market dynamics, drivers, restraints, trends, Porters Five Forces analysis, and Influence of COVID-19 and Russia-Ukraine War
Chapter 12, the key raw materials and key suppliers, and industry chain of Call Center Analytics.
Chapter 13, to describe Call Center Analytics research findings and conclusion.
Index1 Market Overview
1.1 Product Overview and Scope of Call Center Analytics
1.2 Market Estimation Caveats and Base Year
1.3 Classification of Call Center Analytics by Type
1.3.1 Overview: Global Call Center Analytics Market Size by Type: 2018 Versus 2022 Versus 2029
1.3.2 Global Call Center Analytics Consumption Value Market Share by Type in 2022
1.3.3 Predictive Analytics
1.3.4 Voice Analytics
1.3.5 Customer Satisfaction Analytics
1.3.6 Interaction Analytics
1.3.7 Omnichannel Analytics
1.4 Global Call Center Analytics Market by Application
1.4.1 Overview: Global Call Center Analytics Market Size by Application: 2018 Versus 2022 Versus 2029
1.4.2 Large Enterprise
1.4.3 SMEs
1.5 Global Call Center Analytics Market Size & Forecast
1.6 Global Call Center Analytics Market Size and Forecast by Region
1.6.1 Global Call Center Analytics Market Size by Region: 2018 VS 2022 VS 2029
1.6.2 Global Call Center Analytics Market Size by Region, (2018-2029)
1.6.3 North America Call Center Analytics Market Size and Prospect (2018-2029)
1.6.4 Europe Call Center Analytics Market Size and Prospect (2018-2029)
1.6.5 Asia-Pacific Call Center Analytics Market Size and Prospect (2018-2029)
1.6.6 South America Call Center Analytics Market Size and Prospect (2018-2029)
1.6.7 Middle East and Africa Call Center Analytics Market Size and Prospect (2018-2029)
2 Company Profiles
2.1 Cisco
2.1.1 Cisco Details
2.1.2 Cisco Major Business
2.1.3 Cisco Call Center Analytics Product and Solutions
2.1.4 Cisco Call Center Analytics Revenue, Gross Margin and Market Share (2018-2023)
2.1.5 Cisco Recent Developments and Future Plans
2.2 Genpact
2.2.1 Genpact Details
2.2.2 Genpact Major Business
2.2.3 Genpact Call Center Analytics Product and Solutions
2.2.4 Genpact Call Center Analytics Revenue, Gross Margin and Market Share (2018-2023)
2.2.5 Genpact Recent Developments and Future Plans
2.3 8X8, Inc.
2.3.1 8X8, Inc. Details
2.3.2 8X8, Inc. Major Business
2.3.3 8X8, Inc. Call Center Analytics Product and Solutions
2.3.4 8X8, Inc. Call Center Analytics Revenue, Gross Margin and Market Share (2018-2023)
2.3.5 8X8, Inc. Recent Developments and Future Plans
2.4 Genesys
2.4.1 Genesys Details
2.4.2 Genesys Major Business
2.4.3 Genesys Call Center Analytics Product and Solutions
2.4.4 Genesys Call Center Analytics Revenue, Gross Margin and Market Share (2018-2023)
2.4.5 Genesys Recent Developments and Future Plans
2.5 Oracle
2.5.1 Oracle Details
2.5.2 Oracle Major Business
2.5.3 Oracle Call Center Analytics Product and Solutions
2.5.4 Oracle Call Center Analytics Revenue, Gross Margin and Market Share (2018-2023)
2.5.5 Oracle Recent Developments and Future Plans
2.6 Mitel Networks Corp.
2.6.1 Mitel Networks Corp. Details
2.6.2 Mitel Networks Corp. Major Business
2.6.3 Mitel Networks Corp. Call Center Analytics Product and Solutions
2.6.4 Mitel Networks Corp. Call Center Analytics Revenue, Gross Margin and Market Share (2018-2023)
2.6.5 Mitel Networks Corp. Recent Developments and Future Plans
2.7 SAP SE
2.7.1 SAP SE Details
2.7.2 SAP SE Major Business
2.7.3 SAP SE Call Center Analytics Product and Solutions
2.7.4 SAP SE Call Center Analytics Revenue, Gross Margin and Market Share (2018-2023)
2.7.5 SAP SE Recent Developments and Future Plans
2.8 NICE
2.8.1 NICE Details
2.8.2 NICE Major Business
2.8.3 NICE Call Center Analytics Product and Solutions
2.8.4 NICE Call Center Analytics Revenue, Gross Margin and Market Share (2018-2023)
2.8.5 NICE Recent Developments and Future Plans
2.9 Enghouse Interactive
2.9.1 Enghouse Interactive Details
2.9.2 Enghouse Interactive Major Business
2.9.3 Enghouse Interactive Call Center Analytics Product and Solutions
2.9.4 Enghouse Interactive Call Center Analytics Revenue, Gross Margin and Market Share (2018-2023)
2.9.5 Enghouse Interactive Recent Developments and Future Plans
2.10 Five9, Inc.
2.10.1 Five9, Inc. Details
2.10.2 Five9, Inc. Major Business
2.10.3 Five9, Inc. Call Center Analytics Product and Solutions
2.10.4 Five9, Inc. Call Center Analytics Revenue, Gross Margin and Market Share (2018-2023)
2.10.5 Five9, Inc. Recent Developments and Future Plans
2.11 CallMiner.
2.11.1 CallMiner. Details
2.11.2 CallMiner. Major Business
2.11.3 CallMiner. Call Center Analytics Product and Solutions
2.11.4 CallMiner. Call Center Analytics Revenue, Gross Margin and Market Share (2018-2023)
2.11.5 CallMiner. Recent Developments and Future Plans
2.12 Servion Global Solutions
2.12.1 Servion Global Solutions Details
2.12.2 Servion Global Solutions Major Business
2.12.3 Servion Global Solutions Call Center Analytics Product and Solutions
2.12.4 Servion Global Solutions Call Center Analytics Revenue, Gross Margin and Market Share (2018-2023)
2.12.5 Servion Global Solutions Recent Developments and Future Plans
2.13 EdgeVerve Systems Limited
2.13.1 EdgeVerve Systems Limited Details
2.13.2 EdgeVerve Systems Limited Major Business
2.13.3 EdgeVerve Systems Limited Call Center Analytics Product and Solutions
2.13.4 EdgeVerve Systems Limited Call Center Analytics Revenue, Gross Margin and Market Share (2018-2023)
2.13.5 EdgeVerve Systems Limited Recent Developments and Future Plans
2.14 inContact Inc.
2.14.1 inContact Inc. Details
2.14.2 inContact Inc. Major Business
2.14.3 inContact Inc. Call Center Analytics Product and Solutions
2.14.4 inContact Inc. Call Center Analytics Revenue, Gross Margin and Market Share (2018-2023)
2.14.5 inContact Inc. Recent Developments and Future Plans
2.15 Intrado
2.15.1 Intrado Details
2.15.2 Intrado Major Business
2.15.3 Intrado Call Center Analytics Product and Solutions
2.15.4 Intrado Call Center Analytics Revenue, Gross Margin and Market Share (2018-2023)
2.15.5 Intrado Recent Developments and Future Plans
2.16 Zoom Video Communications
2.16.1 Zoom Video Communications Details
2.16.2 Zoom Video Communications Major Business
2.16.3 Zoom Video Communications Call Center Analytics Product and Solutions
2.16.4 Zoom Video Communications Call Center Analytics Revenue, Gross Margin and Market Share (2018-2023)
2.16.5 Zoom Video Communications Recent Developments and Future Plans
2.17 Calabrio
2.17.1 Calabrio Details
2.17.2 Calabrio Major Business
2.17.3 Calabrio Call Center Analytics Product and Solutions
2.17.4 Calabrio Call Center Analytics Revenue, Gross Margin and Market Share (2018-2023)
2.17.5 Calabrio Recent Developments and Future Plans
2.18 Aspect Software
2.18.1 Aspect Software Details
2.18.2 Aspect Software Major Business
2.18.3 Aspect Software Call Center Analytics Product and Solutions
2.18.4 Aspect Software Call Center Analytics Revenue, Gross Margin and Market Share (2018-2023)
2.18.5 Aspect Software Recent Developments and Future Plans
3 Market Competition, by Players
3.1 Global Call Center Analytics Revenue and Share by Players (2018-2023)
3.2 Market Share Analysis (2022)
3.2.1 Market Share of Call Center Analytics by Company Revenue
3.2.2 Top 3 Call Center Analytics Players Market Share in 2022
3.2.3 Top 6 Call Center Analytics Players Market Share in 2022
3.3 Call Center Analytics Market: Overall Company Footprint Analysis
3.3.1 Call Center Analytics Market: Region Footprint
3.3.2 Call Center Analytics Market: Company Product Type Footprint
3.3.3 Call Center Analytics Market: Company Product Application Footprint
3.4 New Market Entrants and Barriers to Market Entry
3.5 Mergers, Acquisition, Agreements, and Collaborations
4 Market Size Segment by Type
4.1 Global Call Center Analytics Consumption Value and Market Share by Type (2018-2023)
4.2 Global Call Center Analytics Market Forecast by Type (2024-2029)
5 Market Size Segment by Application
5.1 Global Call Center Analytics Consumption Value Market Share by Application (2018-2023)
5.2 Global Call Center Analytics Market Forecast by Application (2024-2029)
6 North America
6.1 North America Call Center Analytics Consumption Value by Type (2018-2029)
6.2 North America Call Center Analytics Consumption Value by Application (2018-2029)
6.3 North America Call Center Analytics Market Size by Country
6.3.1 North America Call Center Analytics Consumption Value by Country (2018-2029)
6.3.2 United States Call Center Analytics Market Size and Forecast (2018-2029)
6.3.3 Canada Call Center Analytics Market Size and Forecast (2018-2029)
6.3.4 Mexico Call Center Analytics Market Size and Forecast (2018-2029)
7 Europe
7.1 Europe Call Center Analytics Consumption Value by Type (2018-2029)
7.2 Europe Call Center Analytics Consumption Value by Application (2018-2029)
7.3 Europe Call Center Analytics Market Size by Country
7.3.1 Europe Call Center Analytics Consumption Value by Country (2018-2029)
7.3.2 Germany Call Center Analytics Market Size and Forecast (2018-2029)
7.3.3 France Call Center Analytics Market Size and Forecast (2018-2029)
7.3.4 United Kingdom Call Center Analytics Market Size and Forecast (2018-2029)
7.3.5 Russia Call Center Analytics Market Size and Forecast (2018-2029)
7.3.6 Italy Call Center Analytics Market Size and Forecast (2018-2029)
8 Asia-Pacific
8.1 Asia-Pacific Call Center Analytics Consumption Value by Type (2018-2029)
8.2 Asia-Pacific Call Center Analytics Consumption Value by Application (2018-2029)
8.3 Asia-Pacific Call Center Analytics Market Size by Region
8.3.1 Asia-Pacific Call Center Analytics Consumption Value by Region (2018-2029)
8.3.2 China Call Center Analytics Market Size and Forecast (2018-2029)
8.3.3 Japan Call Center Analytics Market Size and Forecast (2018-2029)
8.3.4 South Korea Call Center Analytics Market Size and Forecast (2018-2029)
8.3.5 India Call Center Analytics Market Size and Forecast (2018-2029)
8.3.6 Southeast Asia Call Center Analytics Market Size and Forecast (2018-2029)
8.3.7 Australia Call Center Analytics Market Size and Forecast (2018-2029)
9 South America
9.1 South America Call Center Analytics Consumption Value by Type (2018-2029)
9.2 South America Call Center Analytics Consumption Value by Application (2018-2029)
9.3 South America Call Center Analytics Market Size by Country
9.3.1 South America Call Center Analytics Consumption Value by Country (2018-2029)
9.3.2 Brazil Call Center Analytics Market Size and Forecast (2018-2029)
9.3.3 Argentina Call Center Analytics Market Size and Forecast (2018-2029)
10 Middle East & Africa
10.1 Middle East & Africa Call Center Analytics Consumption Value by Type (2018-2029)
10.2 Middle East & Africa Call Center Analytics Consumption Value by Application (2018-2029)
10.3 Middle East & Africa Call Center Analytics Market Size by Country
10.3.1 Middle East & Africa Call Center Analytics Consumption Value by Country (2018-2029)
10.3.2 Turkey Call Center Analytics Market Size and Forecast (2018-2029)
10.3.3 Saudi Arabia Call Center Analytics Market Size and Forecast (2018-2029)
10.3.4 UAE Call Center Analytics Market Size and Forecast (2018-2029)
11 Market Dynamics
11.1 Call Center Analytics Market Drivers
11.2 Call Center Analytics Market Restraints
11.3 Call Center Analytics Trends Analysis
11.4 Porters Five Forces Analysis
11.4.1 Threat of New Entrants
11.4.2 Bargaining Power of Suppliers
11.4.3 Bargaining Power of Buyers
11.4.4 Threat of Substitutes
11.4.5 Competitive Rivalry
11.5 Influence of COVID-19 and Russia-Ukraine War
11.5.1 Influence of COVID-19
11.5.2 Influence of Russia-Ukraine War
12 Industry Chain Analysis
12.1 Call Center Analytics Industry Chain
12.2 Call Center Analytics Upstream Analysis
12.3 Call Center Analytics Midstream Analysis
12.4 Call Center Analytics Downstream Analysis
13 Research Findings and Conclusion
14 Appendix
14.1 Methodology
14.2 Research Process and Data Source
14.3 Disclaimer
Published By : GlobalInfoResearch
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