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Global Call Center Analytics Market Research Report 2024
Synopsis
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.
Global Call Center Analytics market is projected to reach US$ 2265.2 million in 2029, increasing from US$ 956 million in 2022, with the CAGR of 13.6% during the period of 2023 to 2029. Influencing issues, such as economy environments, COVID-19 and Russia-Ukraine War, have led to great market fluctuations in the past few years and are considered comprehensively in the whole Call Center Analytics market research.
Key companies engaged in the Call Center Analytics industry include Cisco, Genpact, 8X8, Inc., Genesys, Oracle, Mitel Networks Corp., SAP SE, NICE and Enghouse Interactive, etc. Among those companies, the top 3 players guaranteed % supply worldwide in 2022.
When refers to consumption region, % value of Call Center Analytics were sold to North America, Europe and Asia Pacific in 2022. Moreover, China, plays a key role in the whole Call Center Analytics market and estimated to attract more attentions from industry insiders and investors.
Report Scope
This report, based on historical analysis (2018-2022) and forecast calculation (2023-2029), aims to help readers to get a comprehensive understanding of global Call Center Analytics market with multiple angles, which provides sufficient supports to readers’ strategy and decision making.
By Company
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
Segment by Type
Predictive Analytics
Voice Analytics
Customer Satisfaction Analytics
Interaction Analytics
Omnichannel Analytics
Segment by Application
Large Enterprise
SMEs
By Region
North America
United States
Canada
Europe
Germany
France
UK
Italy
Russia
Nordic Countries
Rest of Europe
Asia-Pacific
China
Japan
South Korea
Southeast Asia
India
Australia
Rest of Asia
Latin America
Mexico
Brazil
Rest of Latin America
Middle East & Africa
Turkey
Saudi Arabia
UAE
Rest of MEA
The Call Center Analytics report covers below items:
Chapter 1: Product Basic Information (Definition, Type and Application)
Chapter 2: Global market size, regional market size. Market Opportunities and Challenges
Chapter 3: Companies’ Competition Patterns
Chapter 4: Product Type Analysis
Chapter 5: Product Application Analysis
Chapter 6 to 10: Country Level Value Analysis
Chapter 11: Companies’ Outline
Chapter 12: Market Conclusions
Chapter 13: Research Methodology and Data Source
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.
Global Call Center Analytics market is projected to reach US$ 2265.2 million in 2029, increasing from US$ 956 million in 2022, with the CAGR of 13.6% during the period of 2023 to 2029. Influencing issues, such as economy environments, COVID-19 and Russia-Ukraine War, have led to great market fluctuations in the past few years and are considered comprehensively in the whole Call Center Analytics market research.
Key companies engaged in the Call Center Analytics industry include Cisco, Genpact, 8X8, Inc., Genesys, Oracle, Mitel Networks Corp., SAP SE, NICE and Enghouse Interactive, etc. Among those companies, the top 3 players guaranteed % supply worldwide in 2022.
When refers to consumption region, % value of Call Center Analytics were sold to North America, Europe and Asia Pacific in 2022. Moreover, China, plays a key role in the whole Call Center Analytics market and estimated to attract more attentions from industry insiders and investors.
Report Scope
This report, based on historical analysis (2018-2022) and forecast calculation (2023-2029), aims to help readers to get a comprehensive understanding of global Call Center Analytics market with multiple angles, which provides sufficient supports to readers’ strategy and decision making.
By Company
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
Segment by Type
Predictive Analytics
Voice Analytics
Customer Satisfaction Analytics
Interaction Analytics
Omnichannel Analytics
Segment by Application
Large Enterprise
SMEs
By Region
North America
United States
Canada
Europe
Germany
France
UK
Italy
Russia
Nordic Countries
Rest of Europe
Asia-Pacific
China
Japan
South Korea
Southeast Asia
India
Australia
Rest of Asia
Latin America
Mexico
Brazil
Rest of Latin America
Middle East & Africa
Turkey
Saudi Arabia
UAE
Rest of MEA
The Call Center Analytics report covers below items:
Chapter 1: Product Basic Information (Definition, Type and Application)
Chapter 2: Global market size, regional market size. Market Opportunities and Challenges
Chapter 3: Companies’ Competition Patterns
Chapter 4: Product Type Analysis
Chapter 5: Product Application Analysis
Chapter 6 to 10: Country Level Value Analysis
Chapter 11: Companies’ Outline
Chapter 12: Market Conclusions
Chapter 13: Research Methodology and Data Source
Index1 Report Overview
1.1 Study Scope
1.2 Market Analysis by Type
1.2.1 Global Call Center Analytics Market Size Growth Rate by Type: 2018 VS 2022 VS 2029
1.2.2 Predictive Analytics
1.2.3 Voice Analytics
1.2.4 Customer Satisfaction Analytics
1.2.5 Interaction Analytics
1.2.6 Omnichannel Analytics
1.3 Market by Application
1.3.1 Global Call Center Analytics Market Growth by Application: 2018 VS 2022 VS 2029
1.3.2 Large Enterprise
1.3.3 SMEs
1.4 Study Objectives
1.5 Years Considered
1.6 Years Considered
2 Global Growth Trends
2.1 Global Call Center Analytics Market Perspective (2018-2029)
2.2 Call Center Analytics Growth Trends by Region
2.2.1 Global Call Center Analytics Market Size by Region: 2018 VS 2022 VS 2029
2.2.2 Call Center Analytics Historic Market Size by Region (2018-2023)
2.2.3 Call Center Analytics Forecasted Market Size by Region (2024-2029)
2.3 Call Center Analytics Market Dynamics
2.3.1 Call Center Analytics Industry Trends
2.3.2 Call Center Analytics Market Drivers
2.3.3 Call Center Analytics Market Challenges
2.3.4 Call Center Analytics Market Restraints
3 Competition Landscape by Key Players
3.1 Global Top Call Center Analytics Players by Revenue
3.1.1 Global Top Call Center Analytics Players by Revenue (2018-2023)
3.1.2 Global Call Center Analytics Revenue Market Share by Players (2018-2023)
3.2 Global Call Center Analytics Market Share by Company Type (Tier 1, Tier 2, and Tier 3)
3.3 Players Covered: Ranking by Call Center Analytics Revenue
3.4 Global Call Center Analytics Market Concentration Ratio
3.4.1 Global Call Center Analytics Market Concentration Ratio (CR5 and HHI)
3.4.2 Global Top 10 and Top 5 Companies by Call Center Analytics Revenue in 2022
3.5 Call Center Analytics Key Players Head office and Area Served
3.6 Key Players Call Center Analytics Product Solution and Service
3.7 Date of Enter into Call Center Analytics Market
3.8 Mergers & Acquisitions, Expansion Plans
4 Call Center Analytics Breakdown Data by Type
4.1 Global Call Center Analytics Historic Market Size by Type (2018-2023)
4.2 Global Call Center Analytics Forecasted Market Size by Type (2024-2029)
5 Call Center Analytics Breakdown Data by Application
5.1 Global Call Center Analytics Historic Market Size by Application (2018-2023)
5.2 Global Call Center Analytics Forecasted Market Size by Application (2024-2029)
6 North America
6.1 North America Call Center Analytics Market Size (2018-2029)
6.2 North America Call Center Analytics Market Growth Rate by Country: 2018 VS 2022 VS 2029
6.3 North America Call Center Analytics Market Size by Country (2018-2023)
6.4 North America Call Center Analytics Market Size by Country (2024-2029)
6.5 United States
6.6 Canada
7 Europe
7.1 Europe Call Center Analytics Market Size (2018-2029)
7.2 Europe Call Center Analytics Market Growth Rate by Country: 2018 VS 2022 VS 2029
7.3 Europe Call Center Analytics Market Size by Country (2018-2023)
7.4 Europe Call Center Analytics Market Size by Country (2024-2029)
7.5 Germany
7.6 France
7.7 U.K.
7.8 Italy
7.9 Russia
7.10 Nordic Countries
8 Asia-Pacific
8.1 Asia-Pacific Call Center Analytics Market Size (2018-2029)
8.2 Asia-Pacific Call Center Analytics Market Growth Rate by Region: 2018 VS 2022 VS 2029
8.3 Asia-Pacific Call Center Analytics Market Size by Region (2018-2023)
8.4 Asia-Pacific Call Center Analytics Market Size by Region (2024-2029)
8.5 China
8.6 Japan
8.7 South Korea
8.8 Southeast Asia
8.9 India
8.10 Australia
9 Latin America
9.1 Latin America Call Center Analytics Market Size (2018-2029)
9.2 Latin America Call Center Analytics Market Growth Rate by Country: 2018 VS 2022 VS 2029
9.3 Latin America Call Center Analytics Market Size by Country (2018-2023)
9.4 Latin America Call Center Analytics Market Size by Country (2024-2029)
9.5 Mexico
9.6 Brazil
10 Middle East & Africa
10.1 Middle East & Africa Call Center Analytics Market Size (2018-2029)
10.2 Middle East & Africa Call Center Analytics Market Growth Rate by Country: 2018 VS 2022 VS 2029
10.3 Middle East & Africa Call Center Analytics Market Size by Country (2018-2023)
10.4 Middle East & Africa Call Center Analytics Market Size by Country (2024-2029)
10.5 Turkey
10.6 Saudi Arabia
10.7 UAE
11 Key Players Profiles
11.1 Cisco
11.1.1 Cisco Company Detail
11.1.2 Cisco Business Overview
11.1.3 Cisco Call Center Analytics Introduction
11.1.4 Cisco Revenue in Call Center Analytics Business (2018-2023)
11.1.5 Cisco Recent Development
11.2 Genpact
11.2.1 Genpact Company Detail
11.2.2 Genpact Business Overview
11.2.3 Genpact Call Center Analytics Introduction
11.2.4 Genpact Revenue in Call Center Analytics Business (2018-2023)
11.2.5 Genpact Recent Development
11.3 8X8, Inc.
11.3.1 8X8, Inc. Company Detail
11.3.2 8X8, Inc. Business Overview
11.3.3 8X8, Inc. Call Center Analytics Introduction
11.3.4 8X8, Inc. Revenue in Call Center Analytics Business (2018-2023)
11.3.5 8X8, Inc. Recent Development
11.4 Genesys
11.4.1 Genesys Company Detail
11.4.2 Genesys Business Overview
11.4.3 Genesys Call Center Analytics Introduction
11.4.4 Genesys Revenue in Call Center Analytics Business (2018-2023)
11.4.5 Genesys Recent Development
11.5 Oracle
11.5.1 Oracle Company Detail
11.5.2 Oracle Business Overview
11.5.3 Oracle Call Center Analytics Introduction
11.5.4 Oracle Revenue in Call Center Analytics Business (2018-2023)
11.5.5 Oracle Recent Development
11.6 Mitel Networks Corp.
11.6.1 Mitel Networks Corp. Company Detail
11.6.2 Mitel Networks Corp. Business Overview
11.6.3 Mitel Networks Corp. Call Center Analytics Introduction
11.6.4 Mitel Networks Corp. Revenue in Call Center Analytics Business (2018-2023)
11.6.5 Mitel Networks Corp. Recent Development
11.7 SAP SE
11.7.1 SAP SE Company Detail
11.7.2 SAP SE Business Overview
11.7.3 SAP SE Call Center Analytics Introduction
11.7.4 SAP SE Revenue in Call Center Analytics Business (2018-2023)
11.7.5 SAP SE Recent Development
11.8 NICE
11.8.1 NICE Company Detail
11.8.2 NICE Business Overview
11.8.3 NICE Call Center Analytics Introduction
11.8.4 NICE Revenue in Call Center Analytics Business (2018-2023)
11.8.5 NICE Recent Development
11.9 Enghouse Interactive
11.9.1 Enghouse Interactive Company Detail
11.9.2 Enghouse Interactive Business Overview
11.9.3 Enghouse Interactive Call Center Analytics Introduction
11.9.4 Enghouse Interactive Revenue in Call Center Analytics Business (2018-2023)
11.9.5 Enghouse Interactive Recent Development
11.10 Five9, Inc.
11.10.1 Five9, Inc. Company Detail
11.10.2 Five9, Inc. Business Overview
11.10.3 Five9, Inc. Call Center Analytics Introduction
11.10.4 Five9, Inc. Revenue in Call Center Analytics Business (2018-2023)
11.10.5 Five9, Inc. Recent Development
11.11 CallMiner.
11.11.1 CallMiner. Company Detail
11.11.2 CallMiner. Business Overview
11.11.3 CallMiner. Call Center Analytics Introduction
11.11.4 CallMiner. Revenue in Call Center Analytics Business (2018-2023)
11.11.5 CallMiner. Recent Development
11.12 Servion Global Solutions
11.12.1 Servion Global Solutions Company Detail
11.12.2 Servion Global Solutions Business Overview
11.12.3 Servion Global Solutions Call Center Analytics Introduction
11.12.4 Servion Global Solutions Revenue in Call Center Analytics Business (2018-2023)
11.12.5 Servion Global Solutions Recent Development
11.13 EdgeVerve Systems Limited
11.13.1 EdgeVerve Systems Limited Company Detail
11.13.2 EdgeVerve Systems Limited Business Overview
11.13.3 EdgeVerve Systems Limited Call Center Analytics Introduction
11.13.4 EdgeVerve Systems Limited Revenue in Call Center Analytics Business (2018-2023)
11.13.5 EdgeVerve Systems Limited Recent Development
11.14 inContact Inc.
11.14.1 inContact Inc. Company Detail
11.14.2 inContact Inc. Business Overview
11.14.3 inContact Inc. Call Center Analytics Introduction
11.14.4 inContact Inc. Revenue in Call Center Analytics Business (2018-2023)
11.14.5 inContact Inc. Recent Development
11.15 Intrado
11.15.1 Intrado Company Detail
11.15.2 Intrado Business Overview
11.15.3 Intrado Call Center Analytics Introduction
11.15.4 Intrado Revenue in Call Center Analytics Business (2018-2023)
11.15.5 Intrado Recent Development
11.16 Zoom Video Communications
11.16.1 Zoom Video Communications Company Detail
11.16.2 Zoom Video Communications Business Overview
11.16.3 Zoom Video Communications Call Center Analytics Introduction
11.16.4 Zoom Video Communications Revenue in Call Center Analytics Business (2018-2023)
11.16.5 Zoom Video Communications Recent Development
11.17 Calabrio
11.17.1 Calabrio Company Detail
11.17.2 Calabrio Business Overview
11.17.3 Calabrio Call Center Analytics Introduction
11.17.4 Calabrio Revenue in Call Center Analytics Business (2018-2023)
11.17.5 Calabrio Recent Development
11.18 Aspect Software
11.18.1 Aspect Software Company Detail
11.18.2 Aspect Software Business Overview
11.18.3 Aspect Software Call Center Analytics Introduction
11.18.4 Aspect Software Revenue in Call Center Analytics Business (2018-2023)
11.18.5 Aspect Software Recent Development
12 Analyst's Viewpoints/Conclusions
13 Appendix
13.1 Research Methodology
13.1.1 Methodology/Research Approach
13.1.2 Data Source
13.2 Disclaimer
13.3 Author Details
Published By : QY Research
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