Contact Center Analytics Market Growth Driven by AI and Workforce Optimization

The global contact center analytics market size accounted for USD 2.66 billion in 2025 and is predicted to surpass around USD 12.46 billion by 2034, representing a healthy CAGR of 18.70% between 2025 and 2034. The North America contact center analytics market size was calculated at USD 780 million in 2024 and is expected to grow at a fastest CAGR of 18.87% during the forecast year. driven by rising demand for optimized customer experience, real-time insights, and operational efficiency. The market sizing and forecasts are revenue-based (USD Million/Billion), with 2024 as the base year.

Last Updated : 04 Jul 2025  |  Report Code : 2248  |  Category : ICT   |  Format : PDF / PPT / Excel

List of Contents

  • Last Updated : 04 Jul 2025
  • Report Code : 2248
  • Category : ICT

Contact Center Analytics Market Size and Forecast 2025 to 2034

The global contact center analytics market size was estimated at USD 2.24 billion in 2024, and is projected to hit USD 2.66 billion by 2025, and is anticipated to reach around USD 12.46 billion by 2034, expanding at a CAGR of 18.70% from 2025 to 2034.

Global contact center analytics market size forecast bar chart (2025–2034) showing growth from USD 2.66 Bn to 2.66 Bn at 18.70% CAGR – Precedence Research

Contact Center Analytics Market Key Takeaways

  • In terms of revenue, the market is valued at $2.66 billion in 2025.
  • It is projected to reach $12.46 billion by 2034.
  • The market is expected to grow at a CAGR of 18.70% from 2025 to 2034.
  • By solution, the speech analytics segment has accounted global revenue share of 24.5% in 2024.
  • By service, the integration & deployment segment has captured 42% market share in 2024.
  • By deployment, the on-premise deployment segment has generated a 59% revenue share in 2024.
  • By enterprise size, the global large enterprises segment has reached 59% of the global revenue share in 2024.
  • By application, the customer experience management segment hit 19% of the total revenue share in 2024.
  • By end use, the IT & telecom segment has reached more than 25.5% revenue share in 2024.
  • The North American region accounted for more than 35% of revenue share in 2024.

U.S. Contact Center Analytics Market Size and Growth 2025 to 2034

The U.S. contact center analytics market size was evaluated at USD 548.80 million in 2024 and is predicted to be worth around USD 3118.4 million by 2034, rising at a CAGR of 19.01% from 2025 to 2034.

U.S. contact center analytics market size forecast bar chart (2025–2034) showing growth from USD 651.7 Mn to USD 3,118.43 Mn at 14.05% CAGR – Precedence Research

North American region had the largest market share till the year 2024. Due to the presence of prominent players in the North American region the market is expected to grow well during the forecast period. Due to an increased adoption of automated services by various businesses the contact center analytics market is expected to grow well during the forecast period in this region.

Donut chart contact center analytics market share by region in 2024: North America leads with (35%), followed by Asia Pacific (24%), Europe (28%), Latin America (8%), and MEA (5%), based on Precedence Research

Other fastest growing regional market is the Asia Pacific region. Increased disposable income levels and the adoption of smartphones have led to a growth in the market. There is a growing demand for contact central analytics solutions in many small and medium enterprises in the Asia Pacific region. As these companies are seeking an enhanced customer experience the market is expected to grow well during the forecast period.

Why Is Europe's Contact Center Analytics Market Growing Rapidly?

The European contact center analytics market is expected to witness significant growth over the forecast period, fueled by the rising demand for a customer-centric service model, digital transformation, and strict compliance requirements. With these tools, organizations can increase the service quality, track the key performance indicators in the operations, optimize the performance of agents, and cut down operational expenses.

The sophisticated digital system, as well as the high competitiveness of the fintech, e-commerce, and telecommunications industries in the country, is speeding up the deployment of advanced analytics solutions. The focus of the UK on the improvement of customer experience and optimization of remote or hybrid contact center operations after the pandemic has increased the demand for intelligent analytics platforms as well. Due to the increased integration of artificial intelligence capacities into the tools used in contact centers, organizations in Europe are becoming more interested in next-generation analytics to establish a competitive advantage.

Market Overview

Contact center analytics is the analysis of or standard contact center metrics in order to identify the causes, results, trends and impacts. The major companies always have a clearview or for customers journey with the help of which there is an optimization of quality score, average handling time and contact resolution rates. Contact center analytics can supercharge the business operations of any company.

Contact centers which are often referred to as call centers at the core of extremely successful businesses today. It is powerful and complex which utilizes a broad range of technologies for IVR, web, and other channels. customer satisfaction is the main goal of any business. This cannot be measured through a contact center. Getting a complete picture offer business in terms of customer satisfaction is extremely difficult as not many people respond to surveys or feedbacks.

Pandemic has rendered many changes in the buying pattern of the consumers and how the businesses need to respond to the customer needs. During the pandemic there was an increase in the call volumes where people were trying to seek help in protecting their wealth. Majority calls were regarding the mortgage credit card limits and such other purposes.

Contact Center Analytics Market Growth Factors

There is an increasing demand for global contact center analytics due to an improved service quality and an ability to understand the service metrics on the basis of the call times, customer satisfaction and the efficiency. Demand for contact center analytics is also growing through the use of social media platforms. Various feedback forms that are posted through blogs posts or on various social media platforms are analyzed by the contact center analytics solution. This provides a competitive edge. 

Artificial intelligence enabled contact center solutions is creating more opportunities for the growth of this market. The market for contact central analytics is also driven by the rising focus of telecommunication companies on improving their first call resolution and increasing call deflection. In order to provide first call resolution predictive analytics solutions are used which help the company.

Market Scope

Report Coverage Details
Market Size in 2025 USD 2.66 Billion
Market Size in 2024 USD 2.24 Billion
Market Size by 2034 USD 12.46 Billion
Growth Rate from 2025 to 2034 CAGR of 18.70%
Base Year 2024
Forecast Period 2025 to 2034
Segments Covered Solution, Service, Deployment, Enterprise Size, End User, and Region
Regions Covered North America, Europe, Asia-Pacific, Latin America and Middle East & Africa

Solution Insights

On the basis of solution, the speech analytics segment dominated the market in the recent years and it shall have a larger market share of the global revenue during the forecast. This solution helps in improving the agent's performance and helps in achieving the goal. Owing to these benefits it is expected to drive the market. It helps in gathering information about the performance of contact centers and their functional areas. Recorded conversations are analyzed in order to help the agents to identify the solution. As the prime focus of all the businesses is customer satisfaction with the help of real time speech analytics solution this goal can be met. The real time speech analytics solution segment is expected to grow well during the forecast.

Deployment Insights

On the basis of deployment, the on-premise segment dominated the market and it shall grow well during the forecast period. There is a great demand for on premises deployment by the organization as it is extremely easy to customize the software as per their needs. On premise software are managed and owned by the organizations IT department. On premise solutions solves the need of data privacy.

Contact Center Analytics Market Share, By Deployment, 2024 (%)

The hosted deployment segment shall also have the fastest CAGR during the forecast period. But due to an adoption of work from home models post pandemic there is a great demand for hosted contact center analytics. The hosted deployment method provides access to authorized individuals and it is completely hosted on the vendor server. The upgrades and maintenance of this software is the vendor's responsibility.

Service Insights

The integration and deployment segment shall dominate the market during the forecast period. To ensure that the new systems are in line with the existing systems integration and deployment Services are helpful. In order to gain unique access to the analytics and customer data with the use of integrating advanced technologies in the operations, contact center analytics integration and deployment services have a great demand.

The segment focuses on the data privacy needs and the regulatory compliance. Due to all of these reasons the segment is expected to grow well during the forecast period. In order to improve the operational efficiency and to improve technological effectiveness managed services segment shall grow well during the forecast period. Managed services offer solutions which help in monitoring the network and monitoring the customer database.

Enterprise Size Insights

By enterprise size, the large enterprises segment has dominated the market in recent years and shall have high call volume during the forecast period. As large enterprises have high call volumes throughout the year this is the major factor which is driving the demand for contact center analytics.

Contact Center Analytics Market Share, By Enterprise Size, 2024 (%)

The analytic solution helps the agent in order to filter the data which is scattered across all the channels as per the customers' requirements at a given time.

End-User Insights

Telecom and IT segment shall have or major share of the global revenue during the forecast period. the IT and telecom industry is adopting contact center analytics solutions as they have extensive business processes. These solutions help in saving the cost on operations, business intelligence and provide better customer satisfaction.

Followed by the telecom sector the consumer goods and retail sector are also expected to be a fast-growing end users' segment during the forecast. These solutions are extremely helpful in the consumer goods and retail business as they help in tracking all the historical activities, competitive information and gives a complete order management.

Contact Center Analytics Market Top Companies

  •  8X8 Inc.
  • CallMiner
  • Mitel Networks Corp.
  • Nice Ltd.
  • Oracle Corp
  • Cisco Systems, Inc.
  • Enghouse Interactive
  • Five9, Inc.
  • Genesys
  • Genpact Ltd.
  • SAP SE.

Recent Developments

  • In June 2025, Zoom Communications, Inc. announced the launch of Zoom Contact Center in India, which provides a modern, AI-powered, omnichannel contact-center-as-a-service (CCaaS) platform that is focused on video. Some of the channels that Zoom Contact Center supports include voice, video, virtual agents, social platforms, email, and messaging applications.
    (Source: https://news.zoom.com)
  • In March 2024, GoTo, the company that simplifies IT management, helps and supports business communications, introduced its GoTo Contact Center Pro and enhanced its Contact Center as a Service (CCaaS) solutions to medium and large businesses. The innovative solution has been offering growing organizations a modern, flexible, and cost-effective platform, with the ability to be omnichannel, possessing powerful integrations, excellent agent experiences, and rich in data and deep insights.
    (Source: https://www.businesswire.com)
  • In August 2023, Five9 acquired Aceyus, located in Charlotte, North Carolina, in a strategic move that promises to help it provide its clients with data integration and analytics features. The acquisition is going to provide Five9 with contextual data that can enhance predictions and provide better service to clients.
    (Source: https://www.businesswire.com)
  • A platform for client engagement was launched in January 2021 by Infosys cortex. This platform supports Google cloud contact center AI services, genesys technology and managed artificial intelligence and monitoring services.

Segments Covered in the Report

By Solution

  • Speech Analytics 
  • Performance Analytics
  • Predictive Analytics
  • Text Analytics

By Service

  • Integration & Deployment
  • Managed Services 
  • Support & Maintenance
  • Training & Consulting

By Deployment 

  • On-premise 
  • Hosted

By Enterprise Size 

  • Large Enterprises
  • Small & Medium Enterprises

By End User

  • IT & Telecom
  • Travel & Hospitality 
  • Consumer Goods & Retail
  • Government
  • Healthcare
  • Others

By Geography

  • North America
  • Europe
  • Asia-Pacific
  • Latin America
  • Middle East & Africa (MEA)

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Frequently Asked Questions

The global contact center analytics market size was accounted at USD 2.24 billion in 2024 and it is expected to reach around USD 12.46 billion by 2034.

The global contact center analytics market is poised to grow at a CAGR of 18.70% from 2025 to 2034.

The major players operating in the contact center analytics market are 8X8 Inc., CallMiner, Mitel Networks Corp., Nice Ltd., Oracle Corp, Cisco Systems, Inc., Enghouse Interactive, Five9, Inc., Genesys, Genpact Ltd., SAP SE.

Increasing demand for the best consumer experience, expansion of cloud computing and increasing demand for text & speech analytics solutions these are driving the growth of the contact center analytics market.

North America region will lead the global contact center analytics market during the forecast period 2025 to 2034.

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Shivani Zoting is one of our standout authors, known for her diverse knowledge base and innovative approach to market analysis. With a B.Sc. in Biotechnology and an MBA in Pharmabiotechnology, Shivani blends scientific expertise with business strategy, making her uniquely qualified to analyze and decode complex industry trends. Over the past 3+ years in the market research industry, she has become

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