Contact Center Analytics Market (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) - Global Industry Analysis, Size, Share, Growth, Trends, Regional Outlook, and Forecast 2022-2030


The global contact center analytics market size was estimated at USD 1.8 billion in 2021 and is expected to hit around USD 9.1 billion by 2030, expanding at a compound annual growth rate (CAGR) of 19.73% from 2022 to 2030.

Contact Center Analytics Market Size 2022 To 2030

Key Takeaways:

  • By solution, the speech analytics segment has accounted global revenue share of 24.5% in 2021.
  • By service, the integration & deployment segment has captured 42% market share in 2021.
  • By deployment, the on-premise deployment segment has generated 58.5% revenue share in 2021.
  • By enterprise size, the global large enterprises segment has reached 58% of the global revenue share in 2021.
  • By application, the customer experience management segment hit 19% of total revenue share in 2021.
  • By end use, the IT & telecom segment has reached more than 25.5% revenue share in 2021.
  • The North American region has accounted more than 34.6% revenue share in 2021.

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.

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.

Report Scope of the Contact Center Analytics Market

Report Coverage Details
Market Size in 2022

USD 2.16 Billion

Market Size by 2030

USD 9.1 Billion

Growth Rate from 2022 to 2030 CAGR of 19.73%
Base Year 2021
Forecast Period 2022 to 2030
Segments Covered Solution, Service, Deployment, Enterprise Size, End User, and Geography
Companies Mentioned 8X8 Inc., CallMiner, Mitel Networks Corp., Nice Ltd., Oracle Corp, Cisco Systems, Inc., Enghouse Interactive, Five9, Inc., Genesys, Genpact Ltd., SAP SE

 

Segments Insight

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, 2021 (%)

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, 2021 (%)

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 Share, By Region, 2021 (%)

Regions Revenuie Share in 2021 (%)
North America 34.6%
Asia Pacific 23.4%
Europe 28%
Latin America 8%
MEA 6%


Regional Insights

North American region had the largest market share till the year 2021. 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.

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.

Key Market Developments

  • 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

(Note*: We offer report based on sub segments as well. Kindly, let us know if you are interested)

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)

Frequently Asked Questions

What is the current size of contact center analytics market?
The global contact center analytics market size was accounted at USD 1.8 billion in 2021 and it is expected to reach around USD 9.1 billion by 2030.
What will be the CAGR of global contact center analytics market?
The global contact center analytics market is poised to grow at a CAGR of 19.73% from 2022 to 2030.
Who are the prominent players operating in the contact center analytics market?
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.
Which are the driving factors of the contact center analytics market?
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.
Which region will lead the global contact center analytics market?
North America region will lead the global contact center analytics market during the forecast period 2022 to 2030.
  • Report Code:2248
  • Category:ICT
  • No. of Pages:150+
  • Format:PDF/PPT/Excel
  • Published:October 2022

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