The contact center analytics market enables contact centers to gather and analyze massive volumes of customer interaction data, both real-time and historic, to help optimize contact center performance and improve customer experience. It offers powerful speech/text analytics, predictive routing, real-time guidance, and performance monitoring to contact center agents, allowing for more personalized customer interactions.

Key Takeaways

Key players operating in the contact center analytics market are 8x8, Inc., CallMiner, Cisco Systems, Inc., EdgeVerve Limited, Enghouse Interactive, Five9, Inc., Genesys., Genpact Ltd., Metrocall, Mitel Networks Corp., NICE, Oracle, SAP SE, Servion Global Solutions, Verint Systems Inc.

The key opportunities in the Contact Center Analytics Market Size include expansion of contact centers to emerging markets and the growing demand for speech analytics and AI capabilities to gain real-time customer insights. Rapid digital transformation across industries also provides lucrative opportunities for contact center analytics vendors.

There is rising adoption of AI-based solutions that leverage technologies like machine learning, deep learning and natural language processing for advanced analytics. Technologies like predictive analytics, text analytics, speech analytics help analyze customer conversations and sentiment to enhance customer experience. Real-time guidance, performance monitoring using automation also improves agent performance and reduces costs.

Market Drivers

One of the Contact Center Analytics Market Analysis is the growing need to provide personalized customer experience across various sales and support channels. Contact centers are shifting focus from transactional interactions to building long term customer relationships. Analytics help analyze massive customer data to understand ever-evolving customer behavior and expectations. This allows customized service offerings across omnichannel communications to drive higher customer satisfaction and loyalty.

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