市場調査レポート

商品コード

1405939

コンタクトセンター分析市場規模、シェア、動向分析レポート：ソリューション別、サービス別、展開別、企業規模別、用途別、最終用途別、地域別、およびセグメント動向：2023年～2030年

Contact Center Analytics Market Size, Share & Trends Analysis Report By Solution, By Service, By Deployment, By Enterprise Size, By Application, By End-use, By Region, And Segment Forecasts, 2023 - 2030

出版日: 2023年12月06日
発行: Grand View Research
ページ情報: 英文 170 Pages
納期: 2～10営業日

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Unprintable PDF & Excel (Single User License)

USD 5,950 875,185円

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全表示
概要
図表
目次

概要

サンプル依頼リストに入れる

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2023年から2030年にかけてCAGR 19.7%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、ビジネスパフォーマンスを各レベルで追跡・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ー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。

企業はテクノロジー・ソリューション・プロバイダー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ー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ー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った。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アナリティクス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

2022年には、サービス品質、顧客体験の向上、運営経費の削減においてこれらのソリューションが広く利用されているため、音声分析ソリューションセグメントが市場を独占しました。
統合・展開サービス分野は2022年に市場を独占し、予測期間中もその優位性を維持すると予測されます。
予測期間中、CAGRが最も速くなると予想されるのは、ホスト型展開セグメントです。ホスト型導入により、システムを定期的にアップグレードする必要がなくなります。
予測期間中、CAGRが最も速いのは中小企業セグメントです。分析ソリューションは、顧客データの追跡やエージェントの生産性向上に役立つため、多くの中小企業で広く採用されています。
ワークフォース最適化アプリケーション分野は、予測期間中に最も速いCAGRを記録する見込みです。ワークフォース最適化ソリューションは、品質管理やインタラクション分析など、いくつかの分析機能を提供し、コンタクトセンターのワークフォース業務の改善を可能にします。
北米顧客サービス管理協会（NACSMA）は、コンタクトセンター業界における先進技術の利用促進に注力しており、企業が強化された顧客体験を提供できるよう支援しています。このことが、この地域市場の成長を促進すると期待されています。

コンタクトセンター分析市場：重要なポイント
コンタクトセンター分析市場：動向と市場シェア分析、2022年と2030年
クロスチャネル分析
- クロスチャネル分析市場推計・予測、2017年～2030年
パフォーマンス分析
- パフォーマンス分析市場推計・予測、2017年～2030年
予測分析
- 予測分析市場推計・予測、2017年～2030年
音声分析
- 音声分析市場推計・予測、2017年～2030年
テキスト分析
- テキスト分析市場推計・予測、2017年～2030年

第5章コンタクトセンター分析市場：サービスの推定・動向分析

コンタクトセンター分析市場：重要なポイント
コンタクトセンター分析市場：動向と市場シェア分析、2022年と2030年
統合・展開
- 統合・展開市場推計・予測、2017年～2030年
サポート・メンテナンス
- サポート・メンテナンス市場推計・予測、2017年～2030年
トレーニング・コンサルティング
- トレーニング・コンサルティング市場推計・予測、2017年～2030年
マネージドサービス
- マネージドサービス市場推計・予測、2017年～2030年

第6章コンタクトセンター分析市場：展開推定・動向分析

コンタクトセンター分析市場：重要なポイント
コンタクトセンター分析市場：動向と市場シェア分析、2022年と2030年
ホスト
- ホスト市場推計・予測、2017年～2030年
オンプレミス
- オンプレミス市場推計・予測、2017年～2030年

第7章コンタクトセンター分析市場：企業規模の推定・動向分析

コンタクトセンター分析市場：重要なポイント
コンタクトセンター分析市場：動向と市場シェア分析、2022年と2030年
大企業
- 大企業市場推計・予測、2017年～2030年
中小企業
- 中小企業市場推計・予測、2017年～2030年

第8章コンタクトセンター分析市場：用途の推定・動向分析

コンタクトセンター分析市場：重要なポイント
コンタクトセンター分析市場：動向と市場シェア分析、2022年と2030年
自動通話分配器
- 自動通話分配器市場推計・予測、2017年～2030年
顧客体験管理
- 顧客体験管理市場推計・予測、2017年～2030年
ログ管理
- ログ管理市場推計・予測、2017年～2030年
リアルタイム監視・レポート
- リアルタイム監視・レポート市場推計・予測、2017年～2030年
リスク・コンプライアンス管理
- リスク・コンプライアンス管理市場推計・予測、2017年～2030年
労働力最適化
- 労働力最適化市場推計・予測、2017年～2030年
その他
- その他の市場推計・予測、2017年～2030年

第9章コンタクトセンター分析市場：最終用途の推定・動向分析

コンタクトセンター分析市場：重要なポイント
コンタクトセンター分析市場：動向と市場シェア分析、2022年と2030年
BFSI
- BFSI市場推計・予測、2017年～2030年
消費財・小売
- 消費財・小売市場推計・予測、2017年～2030年
政府
- 政府市場推計・予測、2017年～2030年
ヘルスケア
- ヘルスケア市場推計・予測、2017年～2030年
IT・通信
- IT・通信市場推計・予測、2017年～2030年
旅行・ホスピタリティ
- 旅行・ホスピタリティ市場推計・予測、2017年～2030年
その他
- その他の市場推計・予測、2017年～2030年

第10章コンタクトセンター分析市場：地域推定・動向分析

地域別の見通し
地域別のコンタクトセンター分析市場：重要なポイント
北米
- 北米市場推計・予測、2018年～2030年
- 米国
- カナダ
欧州
- 欧州市場推計・予測、2018年～2030年
- 英国
- ドイツ
- フランス
アジア太平洋
- アジア太平洋市場推計・予測、2018年～2030年
- 日本
- 中国
- インド
- オーストラリア
- 韓国
ラテンアメリカ
- ラテンアメリカ市場推計・予測、2018年～2030年
- ブラジル
- メキシコ
中東・アフリカ
- 中東・アフリカ市場推計・予測、2018年～2030年
- サウジアラビア
- 南アフリカ
- アラブ首長国連邦

第11章競合情勢

主要市場参入企業による最近の動向と影響分析
市場参入企業の分類
- 8x8, Inc.
- CallMiner
- Cisco Systems, Inc.
- Enghouse Interactive
- Five9, Inc.
- Genesys
- Genpact Ltd.
- Mitel Networks Corp.
- NICE
- Oracle
- SAP SE
- Verint Systems Inc.

図表

List of Tables

Table 1 List of abbreviations
Table 2 North America contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 3 North America contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 4 North America contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 5 North America contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 6 North America contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 7 North America contact center analytics market, by region, 2017 to 2030 (USD Million)
Table 8 U.S. contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 9 U.S. contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 10 U.S. contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 11 U.S. contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 12 U.S. contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 13 U.S. contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 14 Canada contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 15 Canada contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 16 Canada contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 17 Canada contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 18 Canada contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 19 Canada contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 20 Europe contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 21 Europe contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 22 Europe contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 23 Europe contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 24 Europe contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 25 Europe contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 26 Europe contact center analytics market, by region, 2017 to 2030 (USD Million)
Table 27 Germany contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 28 Germany contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 29 Germany contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 30 Germany contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 31 Germany contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 32 Germany contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 33 UK contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 34 UK contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 35 UK contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 36 UK contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 37 UK contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 38 UK contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 39 France contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 40 France contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 41 France contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 42 France contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 43 France contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 44 France contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 45 Asia Pacific contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 46 Asia Pacific contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 47 Asia Pacific contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 48 Asia Pacific contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 49 Asia Pacific contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 50 Asia Pacific contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 51 Asia Pacific contact center analytics market, by region, 2017 to 2030 (USD Million)
Table 52 China contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 53 China contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 54 China contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 55 China contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 56 China contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 57 China contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 58 Japan contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 59 Japan contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 60 Japan contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 61 Japan contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 62 Japan contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 63 Japan contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 64 India contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 65 India contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 66 India contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 67 India contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 68 India contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 69 India contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 70 Australia contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 71 Australia contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 72 Australia contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 73 Australia contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 74 Australia contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 75 Australia contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 76 South Korea contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 77 South Korea contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 78 South Korea contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 79 South Korea contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 80 South Korea contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 81 South Korea contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 82 Latin America contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 83 Latin America contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 84 Latin America contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 85 Latin America contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 86 Latin America contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 87 Latin America contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 88 Latin America contact center analytics market, by region, 2017 to 2030 (USD Million)
Table 89 Brazil contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 90 Brazil contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 91 Brazil contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 92 Brazil contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 93 Brazil contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 94 Brazil contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 95 Mexico contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 96 Mexico contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 97 Mexico contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 98 Mexico contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 99 Mexico contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 100 Mexico contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 101 Middle East and Africa contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 102 Middle East and Africa contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 103 Middle East and Africa contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 104 Middle East and Africa contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 105 Middle East and Africa contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 106 Middle East and Africa contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 107 Middle East and Africa contact center analytics market, by region, 2017 to 2030 (USD Million)
Table 108 South Africa contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 109 South Africa contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 110 South Africa contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 111 South Africa contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 112 South Africa contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 113 South Africa contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 114 Saudi Arabia contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 115 Saudi Arabia contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 116 Saudi Arabia contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 117 Saudi Arabia contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 118 Saudi Arabia contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 119 Saudi Arabia contact center analytics market, by end-use, 2017 - 2030 (USD Million)
Table 120 UAE contact center analytics market, by solution, 2017 - 2030 (USD Million)
Table 121 UAE contact center analytics market, by service, 2017 - 2030 (USD Million)
Table 122 UAE contact center analytics market, by deployment, 2017 - 2030 (USD Million)
Table 123 UAE contact center analytics market, by enterprise size, 2017 - 2030 (USD Million)
Table 124 UAE contact center analytics market, by application, 2017 - 2030 (USD Million)
Table 125 UAE contact center analytics market, by end-use, 2017 - 2030 (USD Million)

List of Figures

Fig. 1 Market research process
Fig. 2 Data triangulation techniques
Fig. 3 Primary research pattern
Fig. 4 Market research approaches
Fig. 5 Value-chain-based sizing & forecasting
Fig. 6 QFD modeling for market share assessment
Fig. 7 Market formulation & validation
Fig. 8 Contact center analytics: Market outlook
Fig. 9 Contact center analytics: Competitive insights
Fig. 10 Parent market outlook
Fig. 11 Related/ancillary market outlook
Fig. 12 Penetration and growth prospect mapping
Fig. 13 Industry value chain analysis
Fig. 14 Contact center analytics market driver impact
Fig. 15 Contact center analytics market restraint impact
Fig. 16 Contact center analytics market strategic initiatives analysis
Fig. 17 Contact center analytics market: Solution movement analysis
Fig. 18 Contact center analytics market: Solution outlook and key takeaways
Fig. 19 Cross-channel analytics market estimates and forecasts, 2017 - 2030
Fig. 20 Performance analytics market estimates and forecasts, 2017 - 2030
Fig. 21 Predictive analytics market estimates and forecasts, 2017 - 2030
Fig. 22 Speech analytics market estimates and forecasts, 2017 - 2030
Fig. 23 Text analytics market estimates and forecasts, 2017 - 2030
Fig. 24 Contact center analytics market: Service movement analysis
Fig. 25 Contact center analytics market: Service outlook and key takeaways
Fig. 26 Integration & deployment market estimates and forecasts, 2017 - 2030
Fig. 27 Support & maintenance market estimates and forecasts, 2017 - 2030
Fig. 28 Training & consulting market estimates and forecasts, 2017 - 2030
Fig. 29 Managed services market estimates and forecasts, 2017 - 2030
Fig. 30 Contact center analytics market: Deployment movement analysis
Fig. 31 Contact center analytics market: Deployment outlook and key takeaways
Fig. 32 Hosted market estimates and forecasts, 2017 - 2030
Fig. 33 On-premise market estimates and forecasts, 2017 - 2030
Fig. 34 Contact center analytics market: Enterprise Size movement analysis
Fig. 35 Contact center analytics market: Enterprise Size outlook and key takeaways
Fig. 36 Long enterprises market estimates and forecasts, 2017 - 2030
Fig. 37 Small & medium enterprises market estimates and forecasts, 2017 - 2030
Fig. 38 Contact center analytics market: Application movement analysis
Fig. 39 Contact center analytics market: Application outlook and key takeaways
Fig. 40 Automatic call distributor market estimates and forecasts, 2017 - 2030
Fig. 41 Customer experience management market estimates and forecasts, 2017 - 2030
Fig. 42 Log management market estimates and forecasts, 2017 - 2030
Fig. 43 Real-time monitoring & reporting market estimates and forecasts, 2017 - 2030
Fig. 44 Risk & compliance management market estimates and forecasts, 2017 - 2030
Fig. 45 Workforce optimization market estimates and forecasts, 2017 - 2030
Fig. 46 Others market estimates and forecasts, 2017 - 2030
Fig. 47 Contact center analytics market: End-use movement analysis
Fig. 48 Contact center analytics market: End-use outlook and key takeaways
Fig. 49 BFSI market estimates and forecasts, 2017 - 2030
Fig. 50 Consumer goods & retail market estimates and forecasts, 2017 - 2030
Fig. 51 Government market estimates and forecasts, 2017 - 2030
Fig. 52 Healthcare market estimates and forecasts, 2017 - 2030
Fig. 53 IT & telecom market estimates and forecasts, 2017 - 2030
Fig. 54 Travel & hospitality market estimates and forecasts, 2017 - 2030
Fig. 55 Others market estimates and forecasts, 2017 - 2030
Fig. 56 Global contact center analytics market: Regional movement analysis
Fig. 57 Global contact center analytics market: Regional outlook and key takeaways
Fig. 58 North America market estimates and forecasts, 2017 - 2030
Fig. 59 U.S. market estimates and forecasts, 2017 - 2030
Fig. 60 Canada market estimates and forecasts, 2017 - 2030
Fig. 61 Europe market estimates and forecasts, 2017 - 2030
Fig. 62 UK market estimates and forecasts, 2017 - 2030
Fig. 63 Germany market estimates and forecasts, 2017 - 2030
Fig. 64 France market estimates and forecasts, 2017 - 2030
Fig. 65 Asia Pacific market estimates and forecasts, 2017 - 2030
Fig. 66 Japan market estimates and forecasts, 2017 - 2030
Fig. 67 China market estimates and forecasts, 2017 - 2030
Fig. 68 India market estimates and forecasts, 2017 - 2030
Fig. 69 Australia market estimates and forecasts, 2017 - 2030
Fig. 70 South Korea market estimates and forecasts, 2017 - 2030
Fig. 71 Latin America market estimates and forecasts, 2017 - 2030
Fig. 72 Brazil market estimates and forecasts, 2017 - 2030
Fig. 73 Mexico market estimates and forecasts, 2017 - 2030
Fig. 74 Middle East and Africa market estimates and forecasts, 2017 - 2030
Fig. 75 Saudi Arabia market estimates and forecasts, 2017 - 2030
Fig. 76 South Africa market estimates and forecasts, 2017 - 2030
Fig. 77 UAE market estimates and forecasts, 2017 - 2030

Product Code: GVR-4-68039-075-9

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 19.7% from 2023 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 speech analytics solutions segment dominated the market in 2022 due to the wide usage of these solutions in improving service quality, customer experience, and reducing operating expenses
The integration & deployment services segment dominated the market in 2022 and is expected to retain its dominance over the forecast period due to the high demand for these services among organizations to reduce data loss or theft
The hosted deployment segment is expected to witness the fastest CAGR over the forecast period. Hosted deployment helps eliminate the need to regularly upgrade systems
The SME segment is expected to witness the fastest CAGR during the forecast period. Analytics solutions are widely adopted by many SMEs as these solutions help track customer data and improve agent productivity
The workforce optimization application segment is expected to register the fastest CAGR over the forecast period. Workforce optimization solutions offer several analytics capabilities, such as quality management and interaction analytics, which enable contact centers to improve their workforce operations
The North American Customer Service Management Association (NACSMA) is focusing on promoting the use of advanced technologies in the contact center industry and helping enterprises in delivering enhanced customer experience. This is expected to drive the growth of the regional market

Chapter 1. Methodology and Scope

1.1. Market Segmentation & Scope
- 1.1.1. Solution
- 1.1.2. Service
- 1.1.3. Deployment
- 1.1.4. Enterprise size
- 1.1.5. Application
- 1.1.6. End-use
- 1.1.7. Regional scope
- 1.1.8. Estimates and forecast timeline
1.2. Research Methodology
1.3. Information Procurement
- 1.3.1. Purchased database
- 1.3.2. GVR's internal database
- 1.3.3. Secondary sources
- 1.3.4. Primary research
- 1.3.5. Details of primary research
1.4. Information or Data Analysis
1.5. Market Formulation & Validation
1.6. Model Details
1.7. List of Secondary Sources
1.8. List of Primary Sources
1.9. Objectives

Chapter 2. Executive Summary

2.1. Market Outlook
2.2. Segment Outlook
- 2.2.1. Solution outlook
- 2.2.2. Service outlook
- 2.2.3. Deployment outlook
- 2.2.4. Enterprise size outlook
- 2.2.5. Application outlook
- 2.2.6. End-use outlook
- 2.2.7. Regional outlook
2.3. Competitive Insights

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

3.1. Market Lineage Outlook
3.2. Industry Value Chain Analysis
3.3. Market Dynamics
- 3.3.1. Market driver analysis
- 3.3.2. Market restraint analysis
- 3.3.3. Market opportunity analysis
3.4. Contact Center Analytics Market Analysis Tools
- 3.4.1. Industry analysis - Porter's Five Forces
  - 3.4.1.1. Supplier power
  - 3.4.1.2. Buyer power
  - 3.4.1.3. Substitution threat
  - 3.4.1.4. Threat of new entrant
  - 3.4.1.5. Competitive rivalry
- 3.4.2. PESTEL analysis
  - 3.4.2.1. Political landscape
  - 3.4.2.2. Technological landscape
  - 3.4.2.3. Economic landscape
  - 3.4.2.4. Social landscape

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

4.1. Contact Center Analytics Market: Key Takeaways
4.2. Contact Center Analytics Market: Movement & Market Share Analysis, 2022 & 2030
4.3. Cross-channel Analytics
- 4.3.1. Cross-channel analytics market estimates and forecasts, 2017 to 2030 (USD Million)
4.4. Performance Analytics
- 4.4.1. Performance analytics market estimates and forecasts, 2017 to 2030 (USD Million)
4.5. Predictive Analytics
- 4.5.1. Predictive analytics market estimates and forecasts, 2017 to 2030 (USD Million)
4.6. Speech Analytics
- 4.6.1. Speech analytics market estimates and forecasts, 2017 to 2030 (USD Million)
4.7. Text Analytics
- 4.7.1. Text analytics market estimates and forecasts, 2017 to 2030 (USD Million)

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

5.1. Contact Center Analytics Market: Key Takeaways
5.2. Contact Center Analytics Market: Movement & Market Share Analysis, 2022 & 2030
5.3. Integration & Deployment
- 5.3.1. Integration & deployment market estimates and forecasts, 2017 to 2030 (USD Million)
5.4. Support & Maintenance
- 5.4.1. Support & maintenance market estimates and forecasts, 2017 to 2030 (USD Million)
5.5. Training & Consulting
- 5.5.1. Training & consulting market estimates and forecasts, 2017 to 2030 (USD Million)
5.6. Managed Services
- 5.6.1. Managed services market estimates and forecasts, 2017 to 2030 (USD Million)

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

6.1. Contact Center Analytics Market: Key Takeaways
6.2. Contact Center Analytics Market: Movement & Market Share Analysis, 2022 & 2030
6.3. Hosted
- 6.3.1. Hosted market estimates and forecasts, 2017 to 2030 (USD Million)
6.4. On-premise
- 6.4.1. On-premise market estimates and forecasts, 2017 to 2030 (USD Million)

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

7.1. Contact Center Analytics Market: Key Takeaways
7.2. Contact Center Analytics Market: Movement & Market Share Analysis, 2022 & 2030
7.3. Large Enterprise
- 7.3.1. Large enterprise market estimates and forecasts, 2017 to 2030 (USD Million)
7.4. Small & Medium Enterprises
- 7.4.1. Small & medium enterprises market estimates and forecasts, 2017 to 2030 (USD Million)

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

8.1. Contact Center Analytics Market: Key Takeaways
8.2. Contact Center Analytics Market: Movement & Market Share Analysis, 2022 & 2030
8.3. Automatic Call Distributor
- 8.3.1. Automatic call distributor market estimates and forecasts, 2017 to 2030 (USD Million)
8.4. Customer experience management
- 8.4.1. Customer experience management market estimates and forecasts, 2017 to 2030 (USD Million)
8.5. Log Management
- 8.5.1. Log management market estimates and forecasts, 2017 to 2030 (USD Million)
8.6. Real-time Monitoring & Reporting
- 8.6.1. Real-time monitoring & reporting market estimates and forecasts, 2017 to 2030 (USD Million)
8.7. Risk & Compliance Management
- 8.7.1. Risk & compliance management market estimates and forecasts, 2017 to 2030 (USD Million)
8.8. Workforce Optimization
- 8.8.1. Workforce optimization market estimates and forecasts, 2017 to 2030 (USD Million)
8.9. Others
- 8.9.1. Others market estimates and forecasts, 2017 to 2030 (USD Million)

Chapter 9. Contact Center Analytics Market: End-use Estimates & Trend Analysis

9.1. Contact Center Analytics Market: Key Takeaways
9.2. Contact Center Analytics Market: Movement & Market Share Analysis, 2022 & 2030
9.3. BFSI
- 9.3.1. BFSI market estimates and forecasts, 2017 to 2030 (USD Million)
9.4. Consumer Goods & Retail
- 9.4.1. Consumer goods & retail market estimates and forecasts, 2017 to 2030 (USD Million)
9.5. Government
- 9.5.1. Government market estimates and forecasts, 2017 to 2030 (USD Million)
9.6. Healthcare
- 9.6.1. Healthcare market estimates and forecasts, 2017 to 2030 (USD Million)
9.7. IT & Telecom
- 9.7.1. IT & telecom market estimates and forecasts, 2017 to 2030 (USD Million)
9.8. Travel & Hospitality
- 9.8.1. Travel & hospitality market estimates and forecasts, 2017 to 2030 (USD Million)
9.9. Others
- 9.9.1. Others market estimates and forecasts, 2017 to 2030 (USD Million)

Chapter 10. Contact Center Analytics Market: Regional Estimates & Trend Analysis

10.1. Regional Outlook
10.2. Contact Center Analytics Market by Region: Key Takeaway
10.3. North America
- 10.3.1. North America Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
- 10.3.2. U.S.
  - 10.3.2.1. U.S. Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
- 10.3.3. Canada
  - 10.3.3.1. Canada Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
10.4. Europe
- 10.4.1. Europe Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
- 10.4.2. UK
  - 10.4.2.1. UK Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
- 10.4.3. Germany
  - 10.4.3.1. Germany Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
- 10.4.4. France
  - 10.4.4.1. France Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
10.5. Asia Pacific
- 10.5.1. Asia Pacific Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
- 10.5.2. Japan
  - 10.5.2.1. Japan Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
- 10.5.3. China
  - 10.5.3.1. China Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
- 10.5.4. India
  - 10.5.4.1. India Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
- 10.5.5. Australia
  - 10.5.5.1. Australia Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
- 10.5.6. South Korea
  - 10.5.6.1. South Korea Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
10.6. Latin America
- 10.6.1. Latin America Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
- 10.6.2. Brazil
  - 10.6.2.1. Brazil Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
- 10.6.3. Mexico
  - 10.6.3.1. Mexico Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
10.7. MEA
- 10.7.1. MEA Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
- 10.7.2. Saudi Arabia
  - 10.7.2.1. Saudi Arabia Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
- 10.7.3. South Africa
  - 10.7.3.1. South Africa Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)
- 10.7.4. UAE
  - 10.7.4.1. UAE Market estimates and forecasts, 2018 to 2030 (Revenue, USD Million)

Chapter 11. Competitive Landscape

11.1. Recent Developments & Impact Analysis, By Key Market Participants
11.2. Market Participant Categorization
- 11.2.1. 8x8, Inc.
  - 11.2.1.1. Company overview
  - 11.2.1.2. Financial performance
  - 11.2.1.3. Product benchmarking
  - 11.2.1.4. Strategic initiatives
- 11.2.2. CallMiner
  - 11.2.2.1. Company overview
  - 11.2.2.2. Financial performance
  - 11.2.2.3. Product benchmarking
  - 11.2.2.4. Strategic initiatives
- 11.2.3. Cisco Systems, Inc.
  - 11.2.3.1. Company overview
  - 11.2.3.2. Financial performance
  - 11.2.3.3. Product benchmarking
  - 11.2.3.4. Strategic initiatives
- 11.2.4. Enghouse Interactive
  - 11.2.4.1. Company overview
  - 11.2.4.2. Financial performance
  - 11.2.4.3. Product benchmarking
  - 11.2.4.4. Strategic initiatives
- 11.2.5. Five9, Inc.
  - 11.2.5.1. Company overview
  - 11.2.5.2. Financial performance
  - 11.2.5.3. Product benchmarking
  - 11.2.5.4. Strategic initiatives
- 11.2.6. Genesys
  - 11.2.6.1. Company overview
  - 11.2.6.2. Financial performance
  - 11.2.6.3. Product benchmarking
  - 11.2.6.4. Strategic initiatives
- 11.2.7. Genpact Ltd.
  - 11.2.7.1. Company overview
  - 11.2.7.2. Financial performance
  - 11.2.7.3. Product benchmarking
  - 11.2.7.4. Strategic initiatives
- 11.2.8. Mitel Networks Corp.
  - 11.2.8.1. Company overview
  - 11.2.8.2. Financial performance
  - 11.2.8.3. Product benchmarking
  - 11.2.8.4. Strategic initiatives
- 11.2.9. NICE
  - 11.2.9.1. Company overview
  - 11.2.9.2. Financial performance
  - 11.2.9.3. Product benchmarking
  - 11.2.9.4. Strategic initiatives
- 11.2.10. Oracle
  - 11.2.10.1. Company overview
  - 11.2.10.2. Financial performance
  - 11.2.10.3. Product benchmarking
  - 11.2.10.4. Strategic initiatives
- 11.2.11. SAP SE
  - 11.2.11.1. Company overview
  - 11.2.11.2. Financial performance
  - 11.2.11.3. Product benchmarking
  - 11.2.11.4. Strategic initiatives
- 11.2.12. Verint Systems Inc.
  - 11.2.12.1. Company overview
  - 11.2.12.2. Financial performance
  - 11.2.12.3. Product benchmarking
  - 11.2.12.4. Strategic initiatives

コンタクトセンター分析市場規模、シェア、動向分析レポート：ソリューション別、サービス別、展開別、企業規模別、用途別、最終用途別、地域別、およびセグメント動向：2023年～2030年

Contact Center Analytics Market Size, Share & Trends Analysis Report By Solution, By Service, By Deployment, By Enterprise Size, By Application, By End-use, By Region, And Segment Forecasts, 2023 - 2030

コンタクトセンター分析市場の成長と動向：

コンタクトセンター分析市場レポートハイライト

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

第4章コンタクトセンター分析市場：ソリューションの推定・動向分析

第5章コンタクトセンター分析市場：サービスの推定・動向分析

第6章コンタクトセンター分析市場：展開推定・動向分析

第7章コンタクトセンター分析市場：企業規模の推定・動向分析

第8章コンタクトセンター分析市場：用途の推定・動向分析

第9章コンタクトセンター分析市場：最終用途の推定・動向分析

第10章コンタクトセンター分析市場：地域推定・動向分析

第11章競合情勢

List of Tables

List of Figures

Contact Center Analytics Market Growth & Trends:

Contact Center Analytics Market Report Highlights:

Table of Contents

Chapter 1. Methodology and Scope

Chapter 2. Executive Summary

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

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

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

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

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

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

Chapter 9. Contact Center Analytics Market: End-use Estimates & Trend Analysis

Chapter 10. Contact Center Analytics Market: Regional Estimates & Trend Analysis

Chapter 11. Competitive Landscape

コンタクトセンター分析市場規模、シェア、動向分析レポート：ソリューション別、サービス別、展開別、企業規模別、用途別、最終用途別、地域別、およびセグメント動向：2023年～2030年

Contact Center Analytics Market Size, Share & Trends Analysis Report By Solution, By Service, By Deployment, By Enterprise Size, By Application, By End-use, By Region, And Segment Forecasts, 2023 - 2030

コンタクトセンター分析市場の成長と動向：

コンタクトセンター分析市場レポートハイライト

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

第4章 コンタクトセンター分析市場：ソリューションの推定・動向分析

第5章 コンタクトセンター分析市場：サービスの推定・動向分析

第6章 コンタクトセンター分析市場：展開推定・動向分析

第7章 コンタクトセンター分析市場：企業規模の推定・動向分析

第8章 コンタクトセンター分析市場：用途の推定・動向分析

第9章 コンタクトセンター分析市場：最終用途の推定・動向分析

第10章 コンタクトセンター分析市場：地域推定・動向分析

第11章 競合情勢

List of Tables

List of Figures

Contact Center Analytics Market Growth & Trends:

Contact Center Analytics Market Report Highlights:

Table of Contents

Chapter 1. Methodology and Scope

Chapter 2. Executive Summary

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

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

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

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

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

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

Chapter 9. Contact Center Analytics Market: End-use Estimates & Trend Analysis

Chapter 10. Contact Center Analytics Market: Regional Estimates & Trend Analysis

Chapter 11. Competitive Landscape

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

第4章コンタクトセンター分析市場：ソリューションの推定・動向分析

第5章コンタクトセンター分析市場：サービスの推定・動向分析

第6章コンタクトセンター分析市場：展開推定・動向分析

第7章コンタクトセンター分析市場：企業規模の推定・動向分析

第8章コンタクトセンター分析市場：用途の推定・動向分析

第9章コンタクトセンター分析市場：最終用途の推定・動向分析

第10章コンタクトセンター分析市場：地域推定・動向分析

第11章競合情勢