コンタクトセンター分析の市場規模、シェア、動向分析レポート：コンポーネント別、展開別、企業規模別、用途別、最終用途別、地域別、セグメント別予測、2025年～2030年

コンタクトセンター分析市場の成長と動向

Grand View Research, Inc.の最新レポートによると、世界のコンタクトセンター分析市場規模は2025～2030年にかけてCAGR 20.5％で拡大し、2030年には57億5,000万米ドルに達する見込みです。

コンタクトセンター企業の間で、各レベルでビジネスパフォーマンスを追跡・測定したいというニーズが高まっていることが、市場成長の原動力になると見られています。コンタクトセンター分析によって、企業は諸経費や運用経費を削減することもできます。コンタクトセンターサービスプロバイダによる資金調達も市場成長を促進すると予測されています。例えば、2021年5月、人工知能（AI）調査主導のカスタマーエクスペリエンス企業であるASAPP, Inc.は、1億2,000万米ドルを調達したと発表しました。同社はこの資金調達でポートフォリオを拡大し、市場リーチを拡大します。

企業は技術ソリューションプロバイダとパートナーシップを結び、提供するサービスを強化しています。例えば、2021年7月、音声分析プロバイダのクララブリッジ社は、インテリジェントクラウドコンタクトセンターのプロバイダであるファイブナイン社のISVパートナープログラムに参加したと発表しました。この提携により、Five9の顧客はコンタクトセンターの分析と管理を結びつけることができるようになりました。COVID-19の流行は2021年の市場成長にプラスの影響を与えました。パンデミックは、顧客ニーズと従業員の勤務構造の変化により、コンタクトセンター全体で自動化とデジタル化のイニシアチブを推進しています。コンタクトセンターのエージェントは、ウイルスの蔓延を食い止めるために、パンデミックの影響でリモートワークモデルに移行しており、様々な企業のコンタクトセンターでコンタクトセンター分析の必要性が生じています。

コンタクトセンター分析市場レポートハイライト

• 2024年にはソリューション部門が66.6%の最大シェアを占めます。顧客体験の向上に対する需要の高まりが、このセグメントの成長を牽引しています。
• スピーチ分析セグメントは2024年に最大のシェアを占めます。エージェントのパフォーマンスと目標達成を向上させ、エージェントの解約を減らすなど、スピーチ分析ソリューションの機能は、他の利点の中でも、セグメントの成長を促進することが期待されています。
• 2024年の収益シェアは、インテグレーションと展開部門が39.1％で最大となっています。
• 2024年には、オンプレミス部門が最大の市場シェアを占めました。オンプレミスは、ニーズに応じてソフトウェアのカスタマイズが容易であるため、企業はオンプレミス展開を求めています。
• 2024年には、大企業セグメントが市場を独占しました。大企業が経験する高い通話量は、コンタクトセンター分析の需要を促進する主要因の1つです。
• 2024年には、顧客経験管理セグメントが市場を独占しました。このセグメントの成長は、顧客解約率の減少、危機管理の改善、マーケティングコストの削減など、コンタクトセンター分析が顧客経験管理プロセスに提供するメリットに起因しています。
• 2024年の市場では、IT＆通信セグメントが大きなシェアを占めています。コンタクトセンター分析ソリューションは、その広範なビジネスプロセス自動化機能により、IT＆通信産業で広く採用されています。

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 コンタクトセンター分析市場の変数、動向、範囲

• 市場系統の展望
• 市場力学
  • 市場促進要因分析
  • 市場抑制要因分析
  • 産業の課題
• コンタクトセンター分析市場分析ツール
  • 産業分析-ポーターのファイブフォース分析
  • PESTEL分析

第4章 コンタクトセンター分析市場：コンポーネント別、推定・動向分析

• セグメントダッシュボード
• コンタクトセンター分析市場：コンポーネント変動分析、2024年と2030年
• ソリューション
  • クロスチャネル分析
  • パフォーマンス分析
  • 予測分析
  • 音声分析
  • テキスト分析
• サービス
  • インテグレーションと展開
  • サポートとメンテナンス
  • トレーニングとコンサルティング
  • マネージドサービス

第5章 コンタクトセンター分析市場：展開別、推定・動向分析

• セグメントダッシュボード
• コンタクトセンター分析市場：展開変動分析、2024年と2030年
• ホスト
• オンプレミス

第6章 コンタクトセンター分析市場：企業規模別、推定・動向分析

• セグメントダッシュボード
• コンタクトセンター分析市場：企業規模変動分析、2024年と2030年
• 大企業
• 中小企業

第7章 コンタクトセンター分析市場：用途別、推定・動向分析

• セグメントダッシュボード
• コンタクトセンター分析市場：用途変動分析、2024年と2030年
• 自動着信分配装置
• 顧客経験管理
• ログ管理
• リアルタイムモニタリングとレポート
• リスクとコンプライアンス管理
• 人材最適化
• その他

第8章 コンタクトセンター分析市場：最終用途別、推定・動向分析

• セグメントダッシュボード
• コンタクトセンター分析市場：最終用途変動分析、2024年と2030年
• BFSI
• 消費財・小売
• 政府
• ヘルスケア
• IT・通信
• 旅行とホスピタリティ
• その他

第9章 コンタクトセンター分析市場：地域別、推定・動向分析

• コンタクトセンター分析市場シェア（地域別、2024年と2030年）
• 北米
  • 米国
  • カナダ
  • メキシコ
• 欧州
  • 英国
  • ドイツ
  • フランス
• アジア太平洋
  • 中国
  • 日本
  • インド
  • 韓国
  • オーストラリア
• ラテンアメリカ
  • ブラジル
• 中東・アフリカ
  • アラブ首長国連邦
  • サウジアラビア
  • 南アフリカ

第10章 競合情勢

• 企業分類
• 企業の市場ポジショニング
• 企業ヒートマップ分析
• 企業プロファイル/上場企業
  • 8x8, Inc.
  • CallMiner
  • Cisco Systems, Inc.
  • Enghouse Interactive
  • Five9, Inc.
  • Genesys
  • Genpact Ltd.
  • Mitel Networks Corp.
  • N内燃機関
  • Oracle

List of Tables

• Table 1 Global contact center analytics market size estimates & forecasts 2018 - 2030 (USD Million)
• Table 2 Global contact center analytics market, by region 2018 - 2030 (USD Million)
• Table 3 Global contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 4 Global contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 5 Global contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 6 Global contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 7 Global contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 8 Solution market, by region 2018 - 2030 (USD Million)
• Table 9 Cross-channel analytics market, by region 2018 - 2030 (USD Million)
• Table 10 Performance analytics market, by region 2018 - 2030 (USD Million)
• Table 11 Predictive analytics market, by region 2018 - 2030 (USD Million)
• Table 12 Speech analytics market, by region 2018 - 2030 (USD Million)
• Table 13 Text analytics market, by region 2018 - 2030 (USD Million)
• Table 14 Service market, by region 2018 - 2030 (USD Million)
• Table 15 Integration & deployment market, by region 2018 - 2030 (USD Million)
• Table 16 Support & maintenance market, by region 2018 - 2030 (USD Million)
• Table 17 Training & consulting market, by region 2018 - 2030 (USD Million)
• Table 18 Managed services market, by region 2018 - 2030 (USD Million)
• Table 19 Hosted market, by region 2018 - 2030 (USD Million)
• Table 20 On-premise market, by region 2018 - 2030 (USD Million)
• Table 21 Large enterprises market, by region 2018 - 2030 (USD Million)
• Table 22 SMEs market, by region 2018 - 2030 (USD Million)
• Table 23 Automatic call distributor market, by region 2018 - 2030 (USD Million)
• Table 24 Customer experience management market, by region 2018 - 2030 (USD Million)
• Table 25 Log management market, by region 2018 - 2030 (USD Million)
• Table 26 Real-time monitoring & reporting market, by region 2018 - 2030 (USD Million)
• Table 27 Risk & compliance management market, by region 2018 - 2030 (USD Million)
• Table 28 Workforce optimization market, by region 2018 - 2030 (USD Million)
• Table 29 Others market, by region 2018 - 2030 (USD Million)
• Table 30 BFSI market, by region 2018 - 2030 (USD Million)
• Table 31 Consumer goods & retail market, by region 2018 - 2030 (USD Million)
• Table 32 Government market, by region 2018 - 2030 (USD Million)
• Table 33 Healthcare market, by region 2018 - 2030 (USD Million)
• Table 34 IT & telecom market, by region 2018 - 2030 (USD Million)
• Table 35 Travel & hospitality market, by region 2018 - 2030 (USD Million)
• Table 36 Others market, by region 2018 - 2030 (USD Million)
• Table 37 North America contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 38 North America contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 39 North America contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 40 North America contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 41 North America contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 42 U.S. contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 43 U.S. contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 44 U.S. contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 45 U.S. contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 46 U.S. contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 47 Canada contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 48 Canada contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 49 Canada contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 50 Canada contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 51 Canada contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 52 Mexico contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 53 Mexico contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 54 Mexico contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 55 Mexico contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 56 Mexico contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 57 Europe contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 58 Europe contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 59 Europe contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 60 Europe contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 61 Europe contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 62 UK contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 63 UK contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 64 UK contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 65 UK contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 66 UK contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 67 Germany contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 68 Germany contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 69 Germany contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 70 Germany contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 71 Germany contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 72 France contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 73 France contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 74 France contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 75 France contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 76 France contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 77 Asia Pacific contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 78 Asia Pacific contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 79 Asia Pacific contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 80 Asia Pacific contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 81 Asia Pacific contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 82 China contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 83 China contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 84 China contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 85 China contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 86 China contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 87 India contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 88 India contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 89 India contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 90 India contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 91 India contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 92 Japan contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 93 Japan contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 94 Japan contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 95 Japan contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 96 Japan contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 97 Australia contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 98 Australia contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 99 Australia contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 100 Australia contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 101 Australia contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 102 South Korea contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 103 South Korea contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 104 South Korea contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 105 South Korea contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 106 South Korea Contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 107 Latin America contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 108 Latin America contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 109 Latin America contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 110 Latin America contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 111 Latin America contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 112 Brazil contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 113 Brazil contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 114 Brazil contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 115 Brazil contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 116 Brazil contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 117 MEA contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 118 MEA contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 119 MEA contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 120 MEA contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 121 MEA contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 122 UAE contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 123 UAE contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 124 UAE contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 125 UAE contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 126 UAE contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 127 KSA contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 128 KSA contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 129 KSA contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 130 KSA contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 131 KSA contact center analytics market, by end use 2018 - 2030 (USD Million)
• Table 132 South Africa contact center analytics market, by component 2018 - 2030 (USD Million)
• Table 133 South Africa contact center analytics market, by deployment 2018 - 2030 (USD Million)
• Table 134 South Africa contact center analytics market, by enterprise size 2018 - 2030 (USD Million)
• Table 135 South Africa contact center analytics market, by application 2018 - 2030 (USD Million)
• Table 136 South Africa contact center analytics market, by end use 2018 - 2030 (USD Million)

List of Figures

• Fig. 1 Contact center analytics market segmentation
• Fig. 2 Market research deployment
• Fig. 3 Information procurement
• Fig. 4 Primary research pattern
• Fig. 5 Market research approaches
• Fig. 6 Value chain-based sizing & forecasting
• Fig. 7 Parent market analysis
• Fig. 8 Market formulation & validation
• Fig. 9 Contact center analytics market snapshot
• Fig. 10 Contact center analytics market segment snapshot
• Fig. 11 Contact center analytics market competitive landscape snapshot
• Fig. 12 Market research deployment
• Fig. 13 Market driver relevance analysis (Current & future impact)
• Fig. 14 Market restraint relevance analysis (Current & future impact)
• Fig. 15 Contact center analytics market: Component outlook key takeaways (USD Million)
• Fig. 16 Contact center analytics market: Component movement analysis 2024 & 2030 (USD Million)
• Fig. 17 Solution market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 18 Cross-channel analytics market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 19 Performance analytics market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 20 Predictive analytics market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 21 Speech analytics market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 22 Text analytics market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 23 Services market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 24 Integration & deployment market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 25 Support & maintenance market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 26 Training & consulting market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 27 Managed services market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 28 Contact center analytics market: Deployment outlook key takeaways (USD Million)
• Fig. 29 Contact center analytics market: Deployment movement analysis 2024 & 2030 (USD Million)
• Fig. 30 Hosted market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 31 On-premise market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 32 Contact center analytics market: Enterprise size outlook key takeaways (USD Million)
• Fig. 33 Contact center analytics market: Enterprise size movement analysis 2024 & 2030 (USD Million)
• Fig. 34 Large enterprises market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 35 SMEs market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 36 Contact center analytics market: Application outlook key takeaways (USD Million)
• Fig. 37 Contact center analytics market: Application movement analysis 2024 & 2030 (USD Million)
• Fig. 38 Automatic call distributor market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 39 Customer experience management market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 40 Log management market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 41 Real-time monitoring & reporting market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 42 Risk & compliance management market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 43 Workforce optimization market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 44 Others market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 45 Contact center analytics market: End use outlook key takeaways (USD Million)
• Fig. 46 Contact center analytics market: End use movement analysis 2024 & 2030 (USD Million)
• Fig. 47 BFSI market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 48 Consumer goods & retail market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 49 Government market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 50 Healthcare market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 51 IT & Telecom market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 52 Travel & Hospitality market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 53 Others market revenue estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 54 Regional marketplace: Key takeaways
• Fig. 55 Contact center analytics market: Regional outlook, 2024 & 2030 USD Million
• Fig. 56 North America contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 57 U.S. contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 58 Canada contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 59 Mexico contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 60 Europe contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 61 UK contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 62 Germany contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 63 France contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 64 Asia Pacific contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 65 Japan contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 66 China contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 67 India contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 68 Australia contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 69 South Korea contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 70 Latin America contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 71 Brazil contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 72 MEA contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 73 KSA contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 74 UAE contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 75 South Africa contact center analytics market estimates and forecasts, 2018 - 2030 (USD Million)
• Fig. 76 Strategy framework
• Fig. 77 Company Categorization

Contact Center Analytics Market Growth & Trends:

The global contact center analytics market size is expected to reach USD 5.75 billion by 2030, expanding at a CAGR of 20.5% from 2025 to 2030, according to a new report by Grand View Research, Inc. The growing need among contact center companies to track and measure business performance at each level is expected to drive market growth. Contact center analytics also enables companies to reduce overhead and operational expenses. The funding raised by contact center service providers is also expected to drive market growth. For instance, in May 2021, ASAPP, Inc., an Artificial Intelligence (AI) research-driven customer experience company, announced that it raised USD 120 million. The company would use this funding to expand its portfolio and market reach.

Companies are entering into partnerships with technology solution providers to enhance their offerings. For instance, in July 2021, Clarabridge, Inc., a speech analytics provider, announced that it had joined Five9's ISV Partner Program, a provider of intelligent cloud contact centers. This partnership provided Five9's clients the ability to connect contact center analytics and management. The COVID-19 pandemic has positively impacted the market growth in 2021. The pandemic has driven automation and digitalization initiatives across contact centers due to changing customer needs and employee working structures. Contact center agents have shifted to a remote working model due to the pandemic to stem the spread of the virus, which creates the need for contact center analytics among contact centers of various companies.:

Contact Center Analytics Market Report Highlights:

• The solutions segment accounted for the largest share of 66.6% in 2024. Rising demand for enhanced customer experience drives growth of the segment.
• The speech analytics segment accounted for the largest share in 2024. The capability of speech analytics solutions to improve agent performance and goal attainment, and reduce agent churn, among other benefits, is expected to drive the segment growth.
• The integration & deployment segment accounted for the largest revenue share of 39.1% in 2024.
• The on-premise segment held the largest market share in 2024. Organizations demand on-premises deployment as it offers easy customization of software as per their need.
• The large enterprise segment dominated the market in 2024. The high call volume experienced by large enterprises is one of the major factors driving the demand for Contact Center Analytics.
• The customer experience management segment dominated the market in 2024. The segment growth can be attributed to the benefits offered by the Contact Center Analytics to customer experience management processes, such as reduced customer churn rate, improved crisis management, and lower marketing costs.
• The IT & telecom segment held a significant share in the market in 2024. Contact Center Analytics solutions are widely adopted in the IT & telecom industry owing to their extensive business process automation capabilities.

Table of Contents

Chapter 1. Methodology and Scope

• 1.1. Market Segmentation and Scope
• 1.2. Research Methodology
  • 1.2.1. Information Procurement
• 1.3. Information or Data Analysis
• 1.4. Methodology
• 1.5. Research Scope and Assumptions
• 1.6. Market Formulation & Validation
• 1.7. Country Based Segment Share Calculation
• 1.8. List of Data Sources

Chapter 2. Executive Summary

• 2.1. Market Outlook
• 2.2. Segment Outlook
• 2.3. Competitive Insights

Chapter 3. Contact Center Analytics Market Variables, Trends, & Scope

• 3.1. Market Lineage Outlook
• 3.2. Market Dynamics
  • 3.2.1. Market Driver Analysis
  • 3.2.2. Market Restraint Analysis
  • 3.2.3. Industry Challenge
• 3.3. Contact Center Analytics Market Analysis Tools
  • 3.3.1. Industry Analysis - Porter's
    • 3.3.1.1. Bargaining power of the suppliers
    • 3.3.1.2. Bargaining power of the buyers
    • 3.3.1.3. Threats of substitution
    • 3.3.1.4. Threats from new entrants
    • 3.3.1.5. Competitive rivalry
  • 3.3.2. PESTEL Analysis
    • 3.3.2.1. Political landscape
    • 3.3.2.2. Economic landscape
    • 3.3.2.3. Social landscape
    • 3.3.2.4. Technological landscape
    • 3.3.2.5. Environmental landscape
    • 3.3.2.6. Legal landscape

Chapter 4. Contact Center Analytics Market: Component Estimates & Trend Analysis

• 4.1. Segment Dashboard
• 4.2. Contact Center Analytics Market: Component Movement Analysis, 2024 & 2030 (USD Million)
• 4.3. Solution
  • 4.3.1. Solution Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 4.3.2. Cross-Channel Analytics
    • 4.3.2.1. Cross-Channel Analytics Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 4.3.3. Performance Analytics
    • 4.3.3.1. Performance Analytics Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 4.3.4. Predictive Analytics
    • 4.3.4.1. Predictive Analytics Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 4.3.5. Speech Analytics
    • 4.3.5.1. Speech Analytics Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 4.3.6. Text Analytics
    • 4.3.6.1. Text Analytics Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 4.4. Services
  • 4.4.1. Services Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 4.4.2. Integration & Deployment
    • 4.4.2.1. Integration & Deployment Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 4.4.3. Support & Maintenance
    • 4.4.3.1. Support & Maintenance Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 4.4.4. Training & Consulting
    • 4.4.4.1. Training & Consulting Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 4.4.5. Managed Services
    • 4.4.5.1. Managed Services Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 5. Contact Center Analytics Market: Deployment Estimates & Trend Analysis

• 5.1. Segment Dashboard
• 5.2. Contact Center Analytics Market: Deployment Movement Analysis, 2024 & 2030 (USD Million)
• 5.3. Hosted
  • 5.3.1. Hosted Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 5.4. On-premise
  • 5.4.1. On-premise Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 6. Contact Center Analytics Market: Enterprise Size Estimates & Trend Analysis

• 6.1. Segment Dashboard
• 6.2. Contact Center Analytics Market: Enterprise Size Movement Analysis, 2024 & 2030 (USD Million)
• 6.3. Large Enterprises
  • 6.3.1. Large Enterprises Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 6.4. Small & Medium Enterprises
  • 6.4.1. Small & Medium Enterprises Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 7. Contact Center Analytics Market: Application Estimates & Trend Analysis

• 7.1. Segment Dashboard
• 7.2. Contact Center Analytics Market: Application Movement Analysis, 2024 & 2030 (USD Million)
• 7.3. Automatic Call Distributor
  • 7.3.1. Automatic Call Distributor Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 7.4. Customer Experience Management
  • 7.4.1. Customer Experience Management Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 7.5. Log Management
  • 7.5.1. Log Management Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 7.6. Real-Time Monitoring & Reporting
  • 7.6.1. Real-Time Monitoring & Reporting Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 7.7. Risk & Compliance Management
  • 7.7.1. Risk & Compliance Management Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 7.8. Workforce Optimization
  • 7.8.1. Workforce Optimization Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 7.9. Others
  • 7.9.1. Others Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 8. Contact Center Analytics Market: End Use Estimates & Trend Analysis

• 8.1. Segment Dashboard
• 8.2. Contact Center Analytics Market: End Use Movement Analysis, 2024 & 2030 (USD Million)
• 8.3. BFSI
  • 8.3.1. BFSI Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 8.4. Consumer Goods & Retail
  • 8.4.1. Consumer Goods & Retail Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 8.5. Government
  • 8.5.1. Government Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 8.6. Healthcare
  • 8.6.1. Healthcare Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 8.7. IT & Telecom
  • 8.7.1. IT & Telecom Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 8.8. Travel & Hospitality
  • 8.8.1. Travel & Hospitality Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 8.9. Others
  • 8.9.1. Others Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 9. Contact Center Analytics Market: Regional Estimates & Trend Analysis

• 9.1. Contact Center Analytics Market Share, By Region, 2024 & 2030 (USD Million)
• 9.2. North America
  • 9.2.1. North America Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.2.2. U.S.
    • 9.2.2.1. U.S. Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.2.3. Canada
    • 9.2.3.1. Canada Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.2.4. Mexico
    • 9.2.4.1. Mexico Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
• 9.3. Europe
  • 9.3.1. Europe Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.3.2. UK
    • 9.3.2.1. UK Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.3.3. Germany
    • 9.3.3.1. Germany Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.3.4. France
    • 9.3.4.1. France Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
• 9.4. Asia Pacific
  • 9.4.1. Asia Pacific Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.4.2. China
    • 9.4.2.1. China Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.4.3. Japan
    • 9.4.3.1. Japan Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.4.4. India
    • 9.4.4.1. India Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.4.5. South Korea
    • 9.4.5.1. South Korea Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.4.6. Australia
    • 9.4.6.1. Australia Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
• 9.5. Latin America
  • 9.5.1. Latin America Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.5.2. Brazil
    • 9.5.2.1. Brazil Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
• 9.6. Middle East and Africa
  • 9.6.1. Middle East and Africa Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.6.2. UAE
    • 9.6.2.1. UAE Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.6.3. KSA
    • 9.6.3.1. KSA Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 9.6.4. South Africa
    • 9.6.4.1. South Africa Contact Center Analytics Market Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 10. Competitive Landscape

• 10.1. Company Categorization
• 10.2. Company Market Positioning
• 10.3. Company Heat Map Analysis
• 10.4. Company Profiles/Listing
  • 10.4.1. 8x8, Inc.
    • 10.4.1.1. Participant's Overview
    • 10.4.1.2. Financial Performance
    • 10.4.1.3. Product Benchmarking
    • 10.4.1.4. Strategic Initiatives
  • 10.4.2. CallMiner
    • 10.4.2.1. Participant's Overview
    • 10.4.2.2. Financial Performance
    • 10.4.2.3. Product Benchmarking
    • 10.4.2.4. Strategic Initiatives
  • 10.4.3. Cisco Systems, Inc.
    • 10.4.3.1. Participant's Overview
    • 10.4.3.2. Financial Performance
    • 10.4.3.3. Product Benchmarking
    • 10.4.3.4. Strategic Initiatives
  • 10.4.4. Enghouse Interactive
    • 10.4.4.1. Participant's Overview
    • 10.4.4.2. Financial Performance
    • 10.4.4.3. Product Benchmarking
    • 10.4.4.4. Strategic Initiatives
  • 10.4.5. Five9, Inc.
    • 10.4.5.1. Participant's Overview
    • 10.4.5.2. Financial Performance
    • 10.4.5.3. Product Benchmarking
    • 10.4.5.4. Strategic Initiatives
  • 10.4.6. Genesys
    • 10.4.6.1. Participant's Overview
    • 10.4.6.2. Financial Performance
    • 10.4.6.3. Product Benchmarking
    • 10.4.6.4. Strategic Initiatives
  • 10.4.7. Genpact Ltd.
    • 10.4.7.1. Participant's Overview
    • 10.4.7.2. Financial Performance
    • 10.4.7.3. Product Benchmarking
    • 10.4.7.4. Strategic Initiatives
  • 10.4.8. Mitel Networks Corp.
    • 10.4.8.1. Participant's Overview
    • 10.4.8.2. Financial Performance
    • 10.4.8.3. Product Benchmarking
    • 10.4.8.4. Strategic Initiatives
  • 10.4.9. NICE
    • 10.4.9.1. Participant's Overview
    • 10.4.9.2. Financial Performance
    • 10.4.9.3. Product Benchmarking
    • 10.4.9.4. Strategic Initiatives
  • 10.4.10. Oracle
    • 10.4.10.1. Participant's Overview
    • 10.4.10.2. Financial Performance
    • 10.4.10.3. Product Benchmarking
    • 10.4.10.4. Strategic Initiatives