表紙:BFSIコンタクトセンターアナリティクスの市場動向・市場シェア・市場規模の予測 (2021-2028年):ソリューション・サービス・展開区分・企業規模・用途・産業・地域別
市場調査レポート
商品コード
1030888

BFSIコンタクトセンターアナリティクスの市場動向・市場シェア・市場規模の予測 (2021-2028年):ソリューション・サービス・展開区分・企業規模・用途・産業・地域別

BFSI Contact Center Analytics Market Size, Share & Trends Analysis Report By Solution, By Service, By Deployment, By Enterprise Size, By Application, By Vertical, By Region, And Segment Forecasts, 2021 - 2028

出版日: | 発行: Grand View Research, Inc. | ページ情報: 英文 150 Pages | 納期: 2~10営業日

価格
価格表記: USDを日本円(税抜)に換算
本日の銀行送金レート: 1USD=135.61円
BFSIコンタクトセンターアナリティクスの市場動向・市場シェア・市場規模の予測 (2021-2028年):ソリューション・サービス・展開区分・企業規模・用途・産業・地域別
出版日: 2021年09月21日
発行: Grand View Research, Inc.
ページ情報: 英文 150 Pages
納期: 2~10営業日
  • 全表示
  • 概要
  • 図表
  • 目次
概要

世界のBFSIコンタクトセンターアナリティクスの市場規模は予測期間中16.3%のCAGRで推移し、2028年には8億4250万米ドルの規模に成長すると予測されています。

BFSI産業では、顧客データを分析し、カスタマーエクスペリエンスを向上させるコンタクトセンターアナリティクスソリューションへの需要が高まっています。また、BFSI企業が業務パフォーマンスを向上させ、顧客の要求に対応するための取り組みを強化していることも市場成長の大きな要因の一つです。

当レポートでは、世界のBFSIコンタクトセンターアナリティクスの市場を調査し、市場の定義と概要、バリューチェーン、市場影響因子の分析、市場規模の推移・予測、ソリューション・サービス・展開区分・組織規模・用途・産業・地域/主要国など各種区分別の内訳、競合環境、市場シェア、主要企業のプロファイルなどをまとめています。

目次

第1章 調査手法と範囲

第2章 エグゼクティブサマリー

第3章 BFSIコンタクトセンターアナリティクス業界の展望

  • 市場の分類・範囲
  • 市場規模・成長見通し
  • バリューチェーン分析
  • 市場力学
    • 市場成長要因
    • 市場課題
  • 普及・成長の見通しマッピング
  • ポーターのファイブフォース分析
  • PESTEL分析
  • ボリュームの見通し
  • BFSI業種全体の採用・普及率

第4章 BFSIコンタクトセンターアナリティクスの展望:ソリューション別

  • 市場シェア
  • クロスチャネルアナリティクス
  • パフォーマンスアナリティクス
  • 予測アナリティクス
  • 音声アナリティクス
  • テキストアナリティクス

第5章 BFSIコンタクトセンターアナリティクスの展望:サービス別

  • 市場シェア
  • 統合・展開
  • サポート・メンテナンス
  • トレーニング・コンサルティング
  • マネージドサービス

第6章 BFSIコンタクトセンターアナリティクスの展望:展開区分別

  • 市場シェア
  • ホステッド
  • オンプレミス

第7章 BFSIコンタクトセンターアナリティクスの展望:企業規模別

  • 市場シェア
  • 大企業
  • 中小企業

第8章 BFSIコンタクトセンターアナリティクスの展望:用途別

  • 市場シェア
  • 着信呼自動分配装置
  • カスタマーエクスペリエンス管理
  • ログ管理
  • リアルタイムモニタリング&レポーティング
  • リスク・コンプライアンス管理
  • ワークフォースの最適化
  • その他

第9章 BFSIコンタクトセンターアナリティクスの展望:産業別

  • 市場シェア
  • 銀行
  • 仲介業者
  • 信用組合
  • 金融機関
  • 保険会社

第10章 BFSIコンタクトセンターアナリティクス市場:クロスセクション分析・ソリューション別

  • クロスチャネルアナリティクス
  • パフォーマンスアナリティクス
  • 予測アナリティクス
  • 音声アナリティクス
  • テキストアナリティクス

第11章 BFSIコンタクトセンターアナリティクスの展望:地域別

  • 市場シェア
  • 北米
  • 欧州
  • アジア太平洋
  • ラテンアメリカ
  • 中東・アフリカ

第12章 競合分析

  • 主要企業・近年の展開・影響分析
  • 企業の分類
  • ベンダー情勢
  • 企業分析ツール

第13章 競合情勢

  • 8x8, Inc.
  • CallMiner
  • Genesys
  • Five9, Inc
  • Cisco Systems, Inc.
  • Mitel Networks Corp
  • Oracle Corporation
  • NICE LTD.
  • SAP SE
  • Stratifyd
  • 主要企業のリスト
図表

List of Tables

  • TABLE 1 BFSI contact center analytics market - Industry snapshot & key buying criteria, 2016 - 2028
  • TABLE 2 Global BFSI contact center analytics market, 2016 - 2028 (USD Million)
  • TABLE 3 Global BFSI contact center analytics market, by region, 2016 - 2028 (USD Million)
  • TABLE 4 Global BFSI contact center analytics market, by solution, 2016 - 2028 (USD Million)
  • TABLE 5 Global BFSI contact center analytics market, by service, 2016 - 2028 (USD Million)
  • TABLE 6 Global BFSI contact center analytics market, by deployment, 2016 - 2028 (USD Million)
  • TABLE 7 Global BFSI contact center analytics market, by enterprise size, 2016 - 2028 (USD Million)
  • TABLE 8 Global BFSI contact center analytics market, by application, 2016 - 2028 (USD Million)
  • TABLE 9 Global BFSI contact center analytics market, by vertical, 2016 - 2028 (USD Million)
  • TABLE 10 Speech analytics overview
  • TABLE 11 Total number of banks across the globe, 2020
  • TABLE 12 BFSI contact center cross-channel analytics market, 2016 - 2028 (USD Million)
  • TABLE 13 BFSI contact center cross-channel analytics market, by region, 2016 - 2028 (USD Million)
  • TABLE 14 BFSI contact center performance analytics market, 2016 - 2028 (USD Million)
  • TABLE 15 BFSI contact center performance analytics market, by region, 2016 - 2028 (USD Million)
  • TABLE 16 BFSI contact center predictive analytics market, 2016 - 2028 (USD Million)
  • TABLE 17 BFSI contact center predictive analytics market, by region, 2016 - 2028 (USD Million)
  • TABLE 18 BFSI contact center speech analytics market, 2016 - 2028 (USD Million)
  • TABLE 19 BFSI contact center speech analytics market, by region, 2016 - 2028 (USD Million)
  • TABLE 20 BFSI contact center text analytics market, 2016 - 2028 (USD Million)
  • TABLE 21 BFSI contact center text analytics market, by region, 2016 - 2028 (USD Million)
  • TABLE 22 BFSI contact center analytics integration & deployment service market, 2016 - 2028 (USD Million)
  • TABLE 23 BFSI contact center analytics integration & deployment service market, by region, 2016 - 2028 (USD Million)
  • TABLE 24 BFSI contact center analytics support & maintenance service market, 2016 - 2028 (USD Million)
  • TABLE 25 BFSI contact center analytics support & maintenance service market, by region, 2016 - 2028 (USD Million)
  • TABLE 26 BFSI contact center analytics training & consulting service market, 2016 - 2028 (USD Million)
  • TABLE 27 BFSI contact center analytics training & consulting service market, by region, 2016 - 2028 (USD Million)
  • TABLE 28 BFSI contact center analytics managed services market, 2016 - 2028 (USD Million)
  • TABLE 29 BFSI contact center analytics managed services market, by region, 2016 - 2028 (USD Million)
  • TABLE 30 Hosted BFSI contact center analytics market, 2016 - 2028 (USD Million)
  • TABLE 31 Hosted BFSI contact center analytics market, by region, 2016 - 2028 (USD Million)
  • TABLE 32 On-premise BFSI contact center analytics market, 2016 - 2028 (USD Million)
  • TABLE 33 On-premise BFSI contact center analytics market, by region, 2016 - 2028 (USD Million)
  • TABLE 34 BFSI contact center analytics market in large enterprises, 2016 - 2028 (USD Million)
  • TABLE 35 BFSI contact center analytics market in large enterprises, by region, 2016 - 2028 (USD Million)
  • TABLE 36 BFSI contact center analytics market in small & medium enterprises, 2016 - 2028 (USD Million)
  • TABLE 37 BFSI contact center analytics market in small & medium enterprises, by region, 2016 - 2028 (USD Million)
  • TABLE 38 BFSI contact center analytics market in automatic call distributor, 2016 - 2028 (USD Million)
  • TABLE 39 BFSI contact center analytics market in automatic call distributor, by region, 2016 - 2028 (USD Million)
  • TABLE 40 BFSI contact center analytics market in customer experience management, 2016 - 2028 (USD Million)
  • TABLE 41 BFSI contact center analytics market in customer experience management, by region, 2016 - 2028 (USD Million)
  • TABLE 42 BFSI contact center analytics market in log management, 2016 - 2028 (USD Million)
  • TABLE 43 BFSI contact center analytics market in log management, by region, 2016 - 2028 (USD Million)
  • TABLE 44 BFSI contact center analytics market in real-time monitoring & reporting, 2016 - 2028 (USD Million)
  • TABLE 45 BFSI contact center analytics market in real-time monitoring & reporting, by region, 2016 - 2028 (USD Million)
  • TABLE 46 BFSI contact center analytics market in risk & compliance management, 2016 - 2028 (USD Million)
  • TABLE 47 BFSI contact center analytics market in risk & compliance management, by region, 2016 - 2028 (USD Million)
  • TABLE 48 BFSI contact center analytics market in workforce optimization, 2016 - 2028 (USD Million)
  • TABLE 49 BFSI contact center analytics market in workforce optimization, by region, 2016 - 2028 (USD Million)
  • TABLE 50 BFSI contact center analytics market in others, 2016 - 2028 (USD Million)
  • TABLE 51 BFSI contact center analytics market in others, by region, 2016 - 2028 (USD Million)
  • TABLE 52 BFSI contact center analytics market in banking, 2016 - 2028 (USD Million)
  • TABLE 53 BFSI contact center analytics market in banking, by region, 2016 - 2028 (USD Million)
  • TABLE 54 BFSI contact center analytics market in brokerage, 2016 - 2028 (USD Million)
  • TABLE 55 BFSI contact center analytics market in brokerage, by region, 2016 - 2028 (USD Million)
  • TABLE 56 BFSI contact center analytics market in credit union, 2016 - 2028 (USD Million)
  • TABLE 57 BFSI contact center analytics market in credit union, by region, 2016 - 2028 (USD Million)
  • TABLE 58 BFSI contact center analytics market in financial institutions, 2016 - 2028 (USD Million)
  • TABLE 59 BFSI contact center analytics market in financial institutions, by region, 2016 - 2028 (USD Million)
  • TABLE 60 BFSI contact center analytics market in insurance, 2016 - 2028 (USD Million)
  • TABLE 61 BFSI contact center analytics market in insurance, by region, 2016 - 2028 (USD Million)
  • TABLE 62 BFSI cross-channel analytics market by vertical, 2016 - 2028 (USD Million)
  • TABLE 63 BFSI performance analytics market by vertical, 2016 - 2028 (USD Million)
  • TABLE 64 BFSI predictive analytics market by vertical, 2016 - 2028 (USD Million)
  • TABLE 65 BFSI speech analytics market by vertical, 2016 - 2028 (USD Million)
  • TABLE 66 BFSI text analytics market by vertical, 2016 - 2028 (USD Million)
  • TABLE 67 North America BFSI contact center analytics market, 2016 - 2028 (USD Million)
  • TABLE 68 North America BFSI contact center analytics market, by solution, 2016 - 2028 (USD Million)
  • TABLE 69 North America BFSI contact center analytics market, by service, 2016 - 2028 (USD Million)
  • TABLE 70 North America BFSI contact center analytics market, by deployment, 2016 - 2028 (USD Million)
  • TABLE 71 North America BFSI contact center analytics market, by enterprise size, 2016 - 2028 (USD Million)
  • TABLE 72 North America BFSI contact center analytics market, by application, 2016 - 2028 (USD Million)
  • TABLE 73 North America BFSI contact center analytics market, by vertical, 2016 - 2028 (USD Million)
  • TABLE 74 U.S. BFSI contact center analytics market, 2016 - 2028 (USD Million)
  • TABLE 75 U.S. BFSI contact center analytics market, by solution, 2016 - 2028 (USD Million)
  • TABLE 76 U.S. BFSI contact center analytics market, by service, 2016 - 2028 (USD Million)
  • TABLE 77 U.S. BFSI contact center analytics market, by deployment, 2016 - 2028 (USD Million)
  • TABLE 78 U.S. BFSI contact center analytics market, by enterprise size, 2016 - 2028 (USD Million)
  • TABLE 79 U.S. BFSI contact center analytics market, by application, 2016 - 2028 (USD Million)
  • TABLE 80 U.S. BFSI contact center analytics market, by vertical, 2016 - 2028 (USD Million)
  • TABLE 81 Canada BFSI contact center analytics market, 2016 - 2028 (USD Million)
  • TABLE 82 Canada BFSI contact center analytics market, by solution, 2016 - 2028 (USD Million)
  • TABLE 83 Canada BFSI contact center analytics market, by service, 2016 - 2028 (USD Million)
  • TABLE 84 Canada BFSI contact center analytics market, by deployment, 2016 - 2028 (USD Million)
  • TABLE 85 Canada BFSI contact center analytics market, by enterprise size, 2016 - 2028 (USD Million)
  • TABLE 86 Canada BFSI contact center analytics market, by application, 2016 - 2028 (USD Million)
  • TABLE 87 Canada BFSI contact center analytics market, by vertical, 2016 - 2028 (USD Million)
  • TABLE 88 Europe BFSI contact center analytics market, 2016 - 2028 (USD Million)
  • TABLE 89 Europe BFSI contact center analytics market, by solution, 2016 - 2028 (USD Million)
  • TABLE 90 Europe BFSI contact center analytics market, by service, 2016 - 2028 (USD Million)
  • TABLE 91 Europe BFSI contact center analytics market, by deployment, 2016 - 2028 (USD Million)
  • TABLE 92 Europe BFSI contact center analytics market, by enterprise size, 2016 - 2028 (USD Million)
  • TABLE 93 Europe BFSI contact center analytics market, by application, 2016 - 2028 (USD Million)
  • TABLE 94 Europe BFSI contact center analytics market, by vertical, 2016 - 2028 (USD Million)
  • TABLE 95 U.K. BFSI contact center analytics market, 2016 - 2028 (USD Million)
  • TABLE 96 U.K. BFSI contact center analytics market, by solution, 2016 - 2028 (USD Million)
  • TABLE 97 U.K. BFSI contact center analytics market, by service, 2016 - 2028 (USD Million)
  • TABLE 98 U.K. BFSI contact center analytics market, by deployment, 2016 - 2028 (USD Million)
  • TABLE 99 U.K. BFSI contact center analytics market, by enterprise size, 2016 - 2028 (USD Million)
  • TABLE 100 U.K. BFSI contact center analytics market, by application, 2016 - 2028 (USD Million)
  • TABLE 101 U.K. BFSI contact center analytics market, by vertical, 2016 - 2028 (USD Million)
  • TABLE 102 Germany BFSI contact center analytics market, 2016 - 2028 (USD Million)
  • TABLE 103 Germany BFSI contact center analytics market, by solution, 2016 - 2028 (USD Million)
  • TABLE 104 Germany BFSI contact center analytics market, by service, 2016 - 2028 (USD Million)
  • TABLE 105 Germany BFSI contact center analytics market, by deployment, 2016 - 2028 (USD Million)
  • TABLE 106 Germany BFSI contact center analytics market, by enterprise size, 2016 - 2028 (USD Million)
  • TABLE 107 Germany BFSI contact center analytics market, by application, 2016 - 2028 (USD Million)
  • TABLE 108 Germany BFSI contact center analytics market, by vertical, 2016 - 2028 (USD Million)
  • TABLE 109 Asia Pacific BFSI contact center analytics market, 2016 - 2028 (USD Million)
  • TABLE 110 Asia Pacific BFSI contact center analytics market, by solution, 2016 - 2028 (USD Million)
  • TABLE 111 Asia Pacific BFSI contact center analytics market, by service, 2016 - 2028 (USD Million)
  • TABLE 112 Asia Pacific BFSI contact center analytics market, by deployment, 2016 - 2028 (USD Million)
  • TABLE 113 Asia Pacific BFSI contact center analytics market, by enterprise size, 2016 - 2028 (USD Million)
  • TABLE 114 Asia Pacific BFSI contact center analytics market, by application, 2016 - 2028 (USD Million)
  • TABLE 115 Asia Pacific BFSI contact center analytics market, by vertical, 2016 - 2028 (USD Million)
  • TABLE 116 China BFSI contact center analytics market, 2016 - 2028 (USD Million)
  • TABLE 117 China BFSI contact center analytics market, by solution, 2016 - 2028 (USD Million)
  • TABLE 118 China BFSI contact center analytics market, by service, 2016 - 2028 (USD Million)
  • TABLE 119 China BFSI contact center analytics market, by deployment, 2016 - 2028 (USD Million)
  • TABLE 120 China BFSI contact center analytics market, by enterprise size, 2016 - 2028 (USD Million)
  • TABLE 121 China BFSI contact center analytics market, by application, 2016 - 2028 (USD Million)
  • TABLE 122 China BFSI contact center analytics market, by vertical, 2016 - 2028 (USD Million)
  • TABLE 123 India BFSI contact center analytics market, 2016 - 2028 (USD Million)
  • TABLE 124 India BFSI contact center analytics market, by solution, 2016 - 2028 (USD Million)
  • TABLE 125 India BFSI contact center analytics market, by service, 2016 - 2028 (USD Million)
  • TABLE 126 India BFSI contact center analytics market, by deployment, 2016 - 2028 (USD Million)
  • TABLE 127 India BFSI contact center analytics market, by enterprise size, 2016 - 2028 (USD Million)
  • TABLE 128 India BFSI contact center analytics market, by application, 2016 - 2028 (USD Million)
  • TABLE 129 India BFSI contact center analytics market, by vertical, 2016 - 2028 (USD Million)
  • TABLE 130 Japan BFSI contact center analytics market, 2016 - 2028 (USD Million)
  • TABLE 131 Japan BFSI contact center analytics market, by solution, 2016 - 2028 (USD Million)
  • TABLE 132 Japan BFSI contact center analytics market, by service, 2016 - 2028 (USD Million)
  • TABLE 133 Japan BFSI contact center analytics market, by deployment, 2016 - 2028 (USD Million)
  • TABLE 134 Japan BFSI contact center analytics market, by enterprise size, 2016 - 2028 (USD Million)
  • TABLE 135 Japan BFSI contact center analytics market, by application, 2016 - 2028 (USD Million)
  • TABLE 136 Japan BFSI contact center analytics market, by vertical, 2016 - 2028 (USD Million)
  • TABLE 137 Latin America BFSI contact center analytics market, 2016 - 2028 (USD Million)
  • TABLE 138 Latin America BFSI contact center analytics market, by solution, 2016 - 2028 (USD Million)
  • TABLE 139 Latin America BFSI contact center analytics market, by service, 2016 - 2028 (USD Million)
  • TABLE 140 Latin America BFSI contact center analytics market, by deployment, 2016 - 2028 (USD Million)
  • TABLE 141 Latin America BFSI contact center analytics market, by enterprise size, 2016 - 2028 (USD Million)
  • TABLE 142 Latin America BFSI contact center analytics market, by application, 2016 - 2028 (USD Million)
  • TABLE 143 Latin America BFSI contact center analytics market, by vertical, 2016 - 2028 (USD Million)
  • TABLE 144 Brazil BFSI contact center analytics market, 2016 - 2028 (USD Million)
  • TABLE 145 Brazil BFSI contact center analytics market, by solution, 2016 - 2028 (USD Million)
  • TABLE 146 Brazil BFSI contact center analytics market, by service, 2016 - 2028 (USD Million)
  • TABLE 147 Brazil BFSI contact center analytics market, by deployment, 2016 - 2028 (USD Million)
  • TABLE 148 Brazil BFSI contact center analytics market, by enterprise size, 2016 - 2028 (USD Million)
  • TABLE 149 Brazil BFSI contact center analytics market, by application, 2016 - 2028 (USD Million)
  • TABLE 150 Brazil BFSI contact center analytics market, by vertical, 2016 - 2028 (USD Million)
  • TABLE 151 MEA BFSI contact center analytics market, 2016 - 2028 (USD Million)
  • TABLE 152 MEA BFSI contact center analytics market, by solution, 2016 - 2028 (USD Million)
  • TABLE 153 MEA BFSI contact center analytics market, by service, 2016 - 2028 (USD Million)
  • TABLE 154 MEA BFSI contact center analytics market, by deployment, 2016 - 2028 (USD Million)
  • TABLE 155 MEA BFSI contact center analytics market, by enterprise size, 2016 - 2028 (USD Million)
  • TABLE 156 MEA BFSI contact center analytics market, by application, 2016 - 2028 (USD Million)
  • TABLE 157 MEA BFSI contact center analytics market, by vertical, 2016 - 2028 (USD Million)
  • TABLE 158 Vendor landscape

List of Figures

  • FIG. 1 Market segmentation and scope
  • FIG. 2 BFSI contact center analytics market, 2016 - 2028 (USD Million)
  • FIG. 3 BFSI contact center analytics market - Value chain analysis
  • FIG. 4 BFSI contact center analytics market - Market dynamics
  • FIG. 5 BFSI contact center analytics market - Key market driver impact
  • FIG. 6 Factors encouraging businesses to invest in customer experience management solutions, 2020
  • FIG. 7 BFSI contact center analytics market - Key market challenge impact
  • FIG. 8 Key opportunities prioritized
  • FIG. 9 BFSI contact center analytics market - Porter's five forces analysis
  • FIG. 10 BFSI contact center analytics market - PESTEL analysis
  • FIG. 11 Contact center volume growth trend (Overall; including calls, chats, and email, etc.), 2020
  • FIG. 12 COVID-19 impact on agent call volume, 2020
  • FIG. 13 Multichannel agent capabilities, by contact center size (in %), 2020
  • FIG. 14 Contact center volume trend across BFSI, 2020
  • FIG. 15 Companies of all sizes responding to ticket volume, 2020
  • FIG. 16 Customer preference for channels, 2020
  • FIG. 17 BFSI contact center analytics market - Adoption/penetration rate across banking vertical
  • FIG. 18 BFSI contact center analytics market - Adoption/penetration rate across brokerage vertical
  • FIG. 19 BFSI contact center analytics market - Adoption/penetration rate across credit union vertical
  • FIG. 20 BFSI contact center analytics market - Adoption/penetration rate across financial institutions vertical
  • FIG. 21 BFSI contact center analytics market - Adoption/penetration rate across insurance vertical
  • FIG. 22 BFSI contact center analytics market, by solution, 2020
  • FIG. 23 BFSI contact center analytics market, by service, 2020
  • FIG. 24 BFSI contact center analytics market, by deployment, 2020
  • FIG. 25 BFSI contact center analytics market, by enterprise size, 2020
  • FIG. 26 BFSI contact center analytics market, by application, 2020
  • FIG. 27 BFSI contact center analytics market, by vertical, 2020
  • FIG. 28 BFSI contact center analytics market, by region, 2020
  • FIG. 29 BFSI contact center analytics market - Regional takeaways
  • FIG. 30 North America BFSI contact center analytics market - Key takeaways
  • FIG. 31 Europe BFSI contact center analytics market - Key takeaways
  • FIG. 32 Asia Pacific BFSI contact center analytics market - Key takeaways
  • FIG. 33 Latin America BFSI contact center analytics market - Key takeaways
  • FIG. 34 MEA BFSI contact center analytics market - Key takeaways
  • FIG. 35 BFSI contact center analytics market - Company market share analysis, 2020
  • FIG. 36 BFSI Contact Center Analytics Market - Company market position analysis, 2020
  • FIG. 37 BFSI Contact Center Analytics Market - Competitive dashboard analysis
目次
Product Code: GVR-4-68039-621-1

BFSI Contact Center Analytics Market Growth & Trends:

The global BFSI contact center analytics market size is expected to reach USD 842.5 million by 2028, registering at a CAGR of 16.3% from 2021 to 2028, according to a new report by Grand View Research, Inc. The BFSI sector increasingly demands contact center analytic solutions to analyze customer data and improve customer experience. The increasing efforts of BFSI firms to improve their operational performance and address customer requirements is also one of the major factors driving the market growth.

Several banks are investing in artificial intelligence-powered analytics solutions for improving their customer experience. For instance, in February 2021, the Bank of Singapore announced its plan of deploying artificial intelligence-based analytical solutions to improve its customer services and the performance of its sales teams. This solution would also offer text analytics to the bank, offering the bank insights about customer sentiments and conversation topics.

The increasing adoption of digital banking solutions and the consecutive rise in the complexity of handling transactional interactions is expected to create the demand for contact center analytics. Banks are expected to adopt these solutions for handling complex situations, informational calls, and sales and purchase-related issues.

The COVID-19 pandemic and associated restrictions required that banks operated with limited staff. This adversely impacted the market in 2020. However, the increasing adoption of the remote working model by BFSI companies could drive the market positively post the pandemic. According to the statistics provided by the Site Selection Group, in 2021, 2.5 million call center workers at 8,154 call centers were shifted to the work-from-home model in the U.S. These contact center employees included 0.5 million workers working for financial services and 0.3 million workers working for insurance companies.

BFSI Contact Center Analytics Market Report Highlights:

  • In terms of solution, the speech analytics segment dominated the market in 2020. BFSI firms employ speech analytics solutions to gain insights into the performance of their contact centers and other functional areas
  • In terms of service, the integration and deployment segment dominated the market in 2020. BFSI firms use integration and deployment services to integrate advanced technologies in their business operations
  • In terms of deployment, the on-premise segment dominated the market in 2020. Benefits offered by on-premise contact center analytics, such as maintenance and installation of solutions on the premises of end-users, contribute to the segment growth
  • In terms of enterprise size, the large enterprises segment dominated the market in 2020. The rise in demand for contact center analytics among large enterprises for handling large customer data has favored segment growth
  • In terms of application, the customer experience management segment dominated the market in 2020. BFSI firms use customer experience management for analyzing customer data and agent performance, which benefitted the segment growth
  • In terms of vertical, the banking segment dominated the market in 2020. The increasing adoption of digitalized technologies by banks can be attributed to the segment growth
  • The growing adoption of technologies in emerging economies such as China and India is expected to create growth opportunities for the market in the Asia Pacific region over the forecast period

Table of Contents

Chapter 1 Methodology and Scope

  • 1.1 Research Methodology
  • 1.2 Research Scope and Assumptions
  • 1.3 List of Data Sources

Chapter 2 Executive Summary

  • 2.1 BFSI Contact Center Analytics Market - Industry Snapshot & Key Buying Criteria, 2016 - 2028
  • 2.2 Global BFSI Contact Center Analytics Market, 2016 - 2028
    • 2.2.1 Global BFSI contact center analytics market, by region, 2016 - 2028
    • 2.2.2 Global BFSI contact center analytics market, by solution, 2016 - 2028
    • 2.2.3 Global BFSI contact center analytics market, by service, 2016 - 2028
    • 2.2.4 Global BFSI contact center analytics market, by deployment, 2016 - 2028
    • 2.2.5 Global BFSI contact center analytics market, by enterprise size, 2016 - 2028
    • 2.2.6 Global BFSI contact center analytics market, by application, 2016 - 2028
    • 2.2.7 Global BFSI contact center analytics market, by vertical, 2016 - 2028

Chapter 3 BFSI Contact Center Analytics Industry Outlook

  • 3.1 Market Segmentation and Scope
  • 3.2 Market Size and Growth Prospects
  • 3.3 BFSI Contact Center Analytics Market - Value Chain Analysis
  • 3.4 BFSI Contact Center Analytics Market - Market Dynamics
    • 3.4.1 Market driver analysis
      • 3.4.1.1 Growing demand for better customer experience management solutions
      • 3.4.1.2 Increasing demand for speech and text analytics
    • 3.4.2 Market challenge analysis
      • 3.4.2.1 High cost of investment
  • 3.5 Penetration and Growth Prospect Mapping
  • 3.6 BFSI Contact Center Analytics Market - Porter's Five Forces Analysis
  • 3.7 BFSI Contact Center Analytics Market - PESTEL Analysis
  • 3.8 BFSI Contact Center Analytics Market - Volume Outlook
    • 3.8.1 Contact center volume growth trend (Overall- including calls, chats, and email, etc.), 2020
    • 3.8.2 Multichannel agent capabilities, by contact center size (in %), 2020
    • 3.8.3 Contact center volume trend across BFSI, 2020
    • 3.8.4 Contact center volume trend across enterprise sizes, 2020
    • 3.8.5 Customer preference for channels, 2020
    • 3.8.6 Total number of banks across the globe, 2020
  • 3.9 BFSI Contact Center Analytics Market - Adoption/Penetration Rate Across BFSI Verticals
    • 3.9.1 Banking
    • 3.9.2 Brokerage
    • 3.9.3 Credit union
    • 3.9.4 Financial institutions
    • 3.9.5 Insurance

Chapter 4 BFSI Contact Center Analytics Solution Outlook

  • 4.1 BFSI Contact Center Analytics Market Share By Solution, 2020
  • 4.2 Cross-channel Analytics
    • 4.2.1 BFSI contact center cross-channel analytics market, 2016 - 2028
  • 4.3 Performance Analytics
    • 4.3.1 BFSI contact center performance analytics market, 2016 - 2028
  • 4.4 Predictive Analytics
    • 4.4.1 BFSI contact center predictive analytics market, 2016 - 2028
  • 4.5 Speech Analytics
    • 4.5.1 BFSI contact center speech analytics market, 2016 - 2028
  • 4.6 Text Analytics
    • 4.6.1 BFSI contact center text analytics market, 2016 - 2028

Chapter 5 BFSI Contact Center Analytics Service Outlook

  • 5.1 BFSI Contact Center Analytics Market Share By Service, 2020
  • 5.2 Integration & Deployment
    • 5.2.1 BFSI contact center analytics integration & deployment service market, 2016 - 2028
  • 5.3 Support & Maintenance
    • 5.3.1 BFSI contact center analytics support & maintenance service market, 2016 - 2028
  • 5.4 Training & Consulting
    • 5.4.1 BFSI contact center analytics training & consulting service market, 2016 - 2028
  • 5.5 Managed Services
    • 5.5.1 BFSI contact center analytics managed services market, 2016 - 2028

Chapter 6 BFSI Contact Center Analytics Deployment Outlook

  • 6.1 BFSI Contact Center Analytics Market Share By Deployment, 2020
  • 6.2 Hosted
    • 6.2.1 Hosted BFSI contact center analytics market, 2016 - 2028
  • 6.3 On-premise
    • 6.3.1 On-premise BFSI contact center analytics market, 2016 - 2028

Chapter 7 BFSI Contact Center Analytics Enterprise Size Outlook

  • 7.1 BFSI Contact Center Analytics Market Share By Enterprise Size, 2020
  • 7.2 Large Enterprises
    • 7.2.1 BFSI contact center analytics market in large enterprises, 2016 - 2028
  • 7.3 Small & Medium Enterprises
    • 7.3.1 BFSI contact center analytics market in small & medium enterprises, 2016 - 2028

Chapter 8 BFSI Contact Center Analytics Application Outlook

  • 8.1 BFSI Contact Center Analytics Market Share By Application, 2020
  • 8.2 Automatic Call Distributor
    • 8.2.1 BFSI contact center analytics market in automatic call distributor, 2016 - 2028
  • 8.3 Customer Experience Management
    • 8.3.1 BFSI contact center analytics market in customer experience management, 2016 - 2028
  • 8.4 Log Management
    • 8.4.1 BFSI contact center analytics market in log management, 2016 - 2028
  • 8.5 Real-time Monitoring & Reporting
    • 8.5.1 BFSI contact center analytics market in real-time monitoring & reporting, 2016 - 2028
  • 8.6 Risk & Compliance Management
    • 8.6.1 BFSI contact center analytics market in risk & compliance management, 2016 - 2028
  • 8.7 Workforce Optimization
    • 8.7.1 BFSI contact center analytics market in workforce optimization, 2016 - 2028
  • 8.8 Others
    • 8.8.1 BFSI contact center analytics market in others, 2016 - 2028

Chapter 9 BFSI Contact Center Analytics Vertical Outlook

  • 9.1 BFSI Contact Center Analytics Market Share By Vertical, 2020
  • 9.2 Banking
    • 9.2.1 BFSI contact center analytics market in banking, 2016 - 2028
  • 9.3 Brokerage
    • 9.3.1 BFSI contact center analytics market in brokerage, 2016 - 2028
  • 9.4 Credit Union
    • 9.4.1 BFSI contact center analytics market in credit union, 2016 - 2028
  • 9.5 Financial Institutions
    • 9.5.1 BFSI contact center analytics market in financial institutions, 2016 - 2028
  • 9.6 Insurance
    • 9.6.1 BFSI contact center analytics market in insurance, 2016 - 2028

Chapter 10 BFSI Contact Center Analytics Market: Cross-sectional Analysis, By Solution

  • 10.1 Cross-channel Analytics
    • 10.1.1 BFSI cross-channel analytics market by vertical, 2016 - 2028
  • 10.2 Performance Analytics
    • 10.2.1 BFSI performance analytics market by vertical, 2016 - 2028
  • 10.3 Predictive Analytics
    • 10.3.1 BFSI predictive analytics market by vertical, 2016 - 2028
  • 10.4 Speech Analytics
    • 10.4.1 BFSI speech analytics market by vertical, 2016 - 2028
  • 10.5 Text Analytics
    • 10.5.1 BFSI text analytics market by vertical, 2016 - 2028

Chapter 11 BFSI Contact Center Analytics Regional Outlook

  • 11.1 BFSI Contact Center Analytics Market Share By Region, 2020
  • 11.2 North America
    • 11.2.1 North America BFSI contact center analytics market, 2016 - 2028
    • 11.2.2 North America BFSI contact center analytics market, by solution, 2016 - 2028
    • 11.2.3 North America BFSI contact center analytics market, by service, 2016 - 2028
    • 11.2.4 North America BFSI contact center analytics market, by deployment, 2016 - 2028
    • 11.2.5 North America BFSI contact center analytics market, by application, 2016 - 2028
    • 11.2.6 North America BFSI contact center analytics market, by vertical, 2016 - 2028
    • 11.2.7 U.S.
      • 11.2.7.1 U.S. BFSI contact center analytics market, 2016 - 2028
      • 11.2.7.2 U.S. BFSI contact center analytics market, by solution, 2016 - 2028
      • 11.2.7.3 U.S. BFSI contact center analytics market, by service, 2016 - 2028
      • 11.2.7.4 U.S. BFSI contact center analytics market, by deployment, 2016 - 2028
      • 11.2.7.5 U.S. BFSI contact center analytics market, by enterprise size, 2016 - 2028
      • 11.2.7.6 U.S. BFSI contact center analytics market, by application, 2016 - 2028
      • 11.2.7.7 U.S. BFSI contact center analytics market, by vertical, 2016 - 2028
    • 11.2.8 Canada
      • 11.2.8.1 Canada BFSI contact center analytics market, 2016 - 2028
      • 11.2.8.2 Canada BFSI contact center analytics market, by solution, 2016 - 2028
      • 11.2.8.3 Canada BFSI contact center analytics market, by service, 2016 - 2028
      • 11.2.8.4 Canada BFSI contact center analytics market, by deployment, 2016 - 2028
      • 11.2.8.5 Canada BFSI contact center analytics market, by enterprise size, 2016 - 2028
      • 11.2.8.6 Canada BFSI contact center analytics market, by application, 2016 - 2028
      • 11.2.8.7 Canada BFSI contact center analytics market, by vertical, 2016 - 2028
  • 11.3 Europe
    • 11.3.1 Europe BFSI contact center analytics market, 2016 - 2028
    • 11.3.2 Europe BFSI contact center analytics market, by solution, 2016 - 2028
    • 11.3.3 Europe BFSI contact center analytics market, by service, 2016 - 2028
    • 11.3.4 Europe BFSI contact center analytics market, by deployment, 2016 - 2028
    • 11.3.5 Europe BFSI contact center analytics market, by application, 2016 - 2028
    • 11.3.6 Europe BFSI contact center analytics market, by vertical, 2016 - 2028
    • 11.3.7 U.K.
      • 11.3.7.1 U.K. BFSI contact center analytics market, 2016 - 2028
      • 11.3.7.2 U.K. BFSI contact center analytics market, by solution, 2016 - 2028
      • 11.3.7.3 U.K. BFSI contact center analytics market, by service, 2016 - 2028
      • 11.3.7.4 U.K. BFSI contact center analytics market, by deployment, 2016 - 2028
      • 11.3.7.5 U.K. BFSI contact center analytics market, by enterprise size, 2016 - 2028
      • 11.3.7.6 U.K. BFSI contact center analytics market, by application, 2016 - 2028
      • 11.3.7.7 U.K. BFSI contact center analytics market, by vertical, 2016 - 2028
    • 11.3.8 Germany
      • 11.3.8.1 Germany BFSI contact center analytics market, 2016 - 2028
      • 11.3.8.2 Germany BFSI contact center analytics market, by solution, 2016 - 2028
      • 11.3.8.3 Germany BFSI contact center analytics market, by service, 2016 - 2028
      • 11.3.8.4 Germany BFSI contact center analytics market, by deployment, 2016 - 2028
      • 11.3.8.5 Germany BFSI contact center analytics market, by enterprise size, 2016 - 2028
      • 11.3.8.6 Germany BFSI contact center analytics market, by application, 2016 - 2028
      • 11.3.8.7 Germany BFSI contact center analytics market, by vertical, 2016 - 2028
  • 11.4 Asia Pacific
    • 11.4.1 Asia Pacific BFSI contact center analytics market, 2016 - 2028
    • 11.4.2 Asia Pacific BFSI contact center analytics market, by solution, 2016 - 2028
    • 11.4.3 Asia Pacific BFSI contact center analytics market, by service, 2016 - 2028
    • 11.4.4 Asia Pacific BFSI contact center analytics market, by deployment, 2016 - 2028
    • 11.4.5 Asia Pacific BFSI contact center analytics market, by application, 2016 - 2028
    • 11.4.6 Asia Pacific BFSI contact center analytics market, by vertical, 2016 - 2028
    • 11.4.7 China
      • 11.4.7.1 China BFSI contact center analytics market, 2016 - 2028
      • 11.4.7.2 China BFSI contact center analytics market, by solution, 2016 - 2028
      • 11.4.7.3 China BFSI contact center analytics market, by service, 2016 - 2028
      • 11.4.7.4 China BFSI contact center analytics market, by deployment, 2016 - 2028
      • 11.4.7.5 China BFSI contact center analytics market, by enterprise size, 2016 - 2028
      • 11.4.7.6 China BFSI contact center analytics market, by application, 2016 - 2028
      • 11.4.7.7 China BFSI contact center analytics market, by vertical, 2016 - 2028
    • 11.4.8 India
      • 11.4.8.1 India BFSI contact center analytics market, 2016 - 2028
      • 11.4.8.2 India BFSI contact center analytics market, by solution, 2016 - 2028
      • 11.4.8.3 India BFSI contact center analytics market, by service, 2016 - 2028
      • 11.4.8.4 India BFSI contact center analytics market, by deployment, 2016 - 2028
      • 11.4.8.5 India BFSI contact center analytics market, by enterprise size, 2016 - 2028
      • 11.4.8.6 India BFSI contact center analytics market, by application, 2016 - 2028
      • 11.4.8.7 India BFSI contact center analytics market, by vertical, 2016 - 2028
    • 11.4.9 Japan
      • 11.4.9.1 Japan BFSI contact center analytics market, 2016 - 2028
      • 11.4.9.2 Japan BFSI contact center analytics market, by solution, 2016 - 2028
      • 11.4.9.3 Japan BFSI contact center analytics market, by service, 2016 - 2028
      • 11.4.9.4 Japan BFSI contact center analytics market, by deployment, 2016 - 2028
      • 11.4.9.5 Japan BFSI contact center analytics market, by enterprise size, 2016 - 2028
      • 11.4.9.6 Japan BFSI contact center analytics market, by application, 2016 - 2028
      • 11.4.9.7 Japan BFSI contact center analytics market, by vertical, 2016 - 2028
  • 11.5 Latin America
    • 11.5.1 Latin America BFSI contact center analytics market, 2016 - 2028
    • 11.5.2 Latin America BFSI contact center analytics market, by solution, 2016 - 2028
    • 11.5.3 Latin America BFSI contact center analytics market, by service, 2016 - 2028
    • 11.5.4 Latin America BFSI contact center analytics market, by deployment, 2016 - 2028
    • 11.5.5 Latin America BFSI contact center analytics market, by application, 2016 - 2028
    • 11.5.6 Latin America BFSI contact center analytics market, by vertical, 2016 - 2028
    • 11.5.7 Brazil
      • 11.5.7.1 Brazil BFSI contact center analytics market, 2016 - 2028
      • 11.5.7.2 Brazil BFSI contact center analytics market, by solution, 2016 - 2028
      • 11.5.7.3 Brazil BFSI contact center analytics market, by service, 2016 - 2028
      • 11.5.7.4 Brazil BFSI contact center analytics market, by deployment, 2016 - 2028
      • 11.5.7.5 Brazil BFSI contact center analytics market, by enterprise size, 2016 - 2028
      • 11.5.7.6 Brazil BFSI contact center analytics market, by application, 2016 - 2028
      • 11.5.7.7 Brazil BFSI contact center analytics market, by vertical, 2016 - 2028
  • 11.6 MEA
    • 11.6.1 MEA BFSI contact center analytics market, 2016 - 2028
    • 11.6.2 MEA BFSI contact center analytics market, by solution, 2016 - 2028
    • 11.6.3 MEA BFSI contact center analytics market, by service, 2016 - 2028
    • 11.6.4 MEA BFSI contact center analytics market, by deployment, 2016 - 2028
    • 11.6.5 MEA BFSI contact center analytics market, by application, 2016 - 2028
    • 11.6.6 MEA BFSI contact center analytics market, by vertical, 2016 - 2028

Chapter 12 Competitive Analysis

  • 12.1 Recent Developments & Impact Analysis, By Key Market Participants
  • 12.2 Company Categorization
  • 12.3 Vendor Landscape
    • 12.3.1 Company market share analysis, 2020
    • 12.3.2 Vendor landscape
  • 12.4 Company Analysis Tools
    • 12.4.1 Company Market Position Analysis
    • 12.4.2 Competitive Dashboard Analysis

Chapter 13 Competitive Landscape

  • 13.1 8x8, Inc.
    • 13.1.1 Company overview
    • 13.1.2 Financial performance
    • 13.1.3 Product benchmarking
    • 13.1.4 Strategic initiatives
  • 13.2 CallMiner
    • 13.2.1 Company overview
    • 13.2.2 Financial performance
    • 13.2.3 Product benchmarking
    • 13.2.4 Strategic initiatives
  • 13.3 Genesys
    • 13.3.1 Company overview
    • 13.3.2 Financial performance
    • 13.3.3 Product benchmarking
    • 13.3.4 Strategic initiatives
  • 13.4 Five9, Inc
    • 13.4.1 Company overview
    • 13.4.2 Financial performance
    • 13.4.3 Product benchmarking
    • 13.4.4 Strategic initiatives
  • 13.5 Cisco Systems, Inc.
    • 13.5.1 Company overview
    • 13.5.2 Financial performance
    • 13.5.3 Product benchmarking
    • 13.5.4 Strategic initiatives
  • 13.6 Mitel Networks Corp
    • 13.6.1 Company overview
    • 13.6.2 Financial performance
    • 13.6.3 Product benchmarking
    • 13.6.4 Strategic initiatives
  • 13.7 Oracle Corporation
    • 13.7.1 Company overview
    • 13.7.2 Financial performance
    • 13.7.3 Product benchmarking
  • 13.8 NICE LTD.
    • 13.8.1 Company overview
    • 13.8.2 Financial performance
    • 13.8.3 Product benchmarking
    • 13.8.4 Strategic initiatives
  • 13.9 SAP SE
    • 13.9.1 Company overview
    • 13.9.2 Financial performance
    • 13.9.3 Product benchmarking
    • 13.9.4 Strategic initiatives
  • 13.10 Stratifyd
    • 13.10.1 Company overview
    • 13.10.2 Financial performance
    • 13.10.3 Product benchmarking
    • 13.10.4 Strategic initiatives
  • 13.11 List of Prominent Market Players