コンタクトセンター分析市場レポート：2030年までの動向、予測、競合分析

コンタクトセンター分析の動向と予測

世界のコンタクトセンター分析市場は、2024～2030年のCAGR 11.3%で、2030年までに推定34億米ドルに達すると予想されています。この市場の主要推進力は、人工知能（AI）や機械学習（ML）、音声分析、テキスト分析、改善された顧客エクスペリエンス管理ソリューションの需要は高く、クラウドベースのコンタクトセンターソフトウェアの利用が増加しています。世界のコンタクトセンター分析市場の将来は、BFSI、医療、小売とeコマース、政府と教育、ITと通信、旅行とホスピタリティ市場での機会があり、有望に見えます。

コンタクトセンター分析市場別洞察

Lucintelは、高度なコンタクトセンター技術の採用とソーシャルメディアプラットフォームの使用の発展により、ソリューションが予測期間中に最高の成長を遂げると予想しています。

アジア太平洋は、クラウドベースのコンタクトセンター分析ソリューションの成長、グローバリゼーション、経済変革、デジタル化により、予測期間中に最高の成長を遂げると予想されます

よくある質問

Q.1コンタクトセンター分析の市場規模はどれくらいですか：

A1.世界のコンタクトセンター分析市場は、2030年までに推定34億米ドルに達すると予想されています。

Q.2コンタクトセンター分析市場の成長予測は何ですか：

A2.世界のコンタクトセンター分析市場は、2024～2030年にかけて11.3%のCAGRで成長すると予想されています。

Q.3コンタクトセンター分析市場の成長に影響を与える主要要因は何ですか：

A3.この市場の主要促進要因は、人工知能（AI）、機械学習（ML）、音声分析、テキスト分析などの新時代の技術の導入、改善されたカスタマーエクスペリエンス管理ソリューションの需要が高いこと、クラウドベースの利用の拡大です。コンタクトセンターソフトウェア

Q4.市場の主要セグメントは：

A4.コンタクトセンター分析市場の将来は、BFSI、医療、小売とeコマース、政府と教育、ITと通信、旅行とホスピタリティ市場における機会により有望に見えます。

Q5.市場の主要企業は：

A5.主要なコンタクトセンター分析会社の一部は次のとおりです。

• Mitel Networks Corporation
• Genpact Limiteds
• Avaya
• Genesys
• Talkdesk
• SAP
• Oracle Corporation
• CallMiner
• 8x8
• Nice

Q6.今後、最大となる市場セグメントは：

A6. Lucintelは、このソリューションは予測期間中に最高の成長を遂げると予想しています。

Q7.市場において、今後5年間に最大になると予想される地域は：

A7. アジア太平洋は、予測期間中に最高の成長を遂げると予想されます。

Q8.レポートのカスタマイズは可能か：

A8.はい、Lucintelは追加費用なしで10%のカスタマイズを記載しています。

目次

第1章 エグゼクティブサマリー

第2章 世界のコンタクトセンター分析市場：市場力学

• イントロダクション、背景、分類
• サプライチェーン
• 業界の促進要因と課題

第3章 2018～2030年の市場動向と予測分析

• マクロ経済動向（2018～2023年）と予測（2024～2030年）
• 世界のコンタクトセンター分析市場動向（2018～2023年）と予測（2024～2030年）
• コンポーネント別の世界のコンタクトセンター分析市場
  • ソリューション
  • サービス
• 導入モデル別の世界のコンタクトセンター分析市場
  • オンプレミス
  • クラウド
• 最終用途産業別の世界のコンタクトセンター分析市場
  • BFSI
  • 医療
  • 小売とeコマース
  • 政府と教育
  • ITとテレコム
  • 旅行とホスピタリティ
  • その他

第4章 2018～2030年の地域別の市場動向と予測分析

• 地域別の世界のコンタクトセンター分析市場
• 北米のコンタクトセンター分析市場
• 欧州のコンタクトセンター分析市場
• アジア太平洋のコンタクトセンター分析市場
• その他地域のコンタクトセンター分析市場

第5章 競合の分析

• 製品ポートフォリオ分析
• 運用上の統合
• ポーターのファイブフォース分析

第6章 成長機会と戦略分析

• 成長機会分析
  • コンポーネント別の世界コンタクトセンター分析市場の成長機会
  • 導入モデル別の世界コンタクトセンター分析市場の成長機会
  • 最終用途業界別の世界のコンタクトセンター分析市場の成長機会
  • 地域別の世界コンタクトセンター分析市場の成長機会
• 世界のコンタクトセンター分析市場の新たな動向
• 戦略的分析
  • 新製品の開発
  • 世界のコンタクトセンター分析市場の能力拡大
  • 世界のコンタクトセンター分析市場における合併、買収、合弁事業
  • 認証とライセンシング

第7章 有力企業の企業プロファイル

• Mitel Networks Corporation
• Genpact Limiteds
• Avaya
• Genesys
• Talkdesk
• SAP
• Oracle Corporation
• CallMiner
• 8x8
• Nice

Contact Center Analytics Trends and Forecast

The future of the global contact center analytics market looks promising with opportunities in the BFSI, healthcare, retail and e-commerce, government and education, IT and telecom, and travel and hospitality markets. The global contact center analytics market is expected to reach an estimated $3.4 billion by 2030 with a CAGR of 11.3% from 2024 to 2030. The major drivers for this market are adoption of new age technologies such as artificial intelligence (AI), machine learning (ML), speech analytics, and text analytics, improved customer experience management solutions are in high demand, and growing utilisation of cloud-based contact centre software.

A more than 150-page report is developed to help in your business decisions.

Contact Center Analytics by Segment

The study includes a forecast for the global contact center analytics by component, deployment model, end use industry, and region.

Contact Center Analytics Market by Component [Shipment Analysis by Value from 2018 to 2030]:

• Solution
• Services

Contact Center Analytics Market by Deployment Model [Shipment Analysis by Value from 2018 to 2030]:

• On-premise
• Cloud

Contact Center Analytics Market by End Use Industry [Shipment Analysis by Value from 2018 to 2030]:

• BFSI
• Healthcare
• Retail and E-Commerce
• Government and Education
• IT and Telecom
• Travel and hospitality
• Others

Contact Center Analytics Market by Region [Shipment Analysis by Value from 2018 to 2030]:

• North America
• Europe
• Asia Pacific
• The Rest of the World

List of Contact Center Analytics Companies

Companies in the market compete on the basis of product quality offered. Major players in this market focus on expanding their manufacturing facilities, R&D investments, infrastructural development, and leverage integration opportunities across the value chain. With these strategies contact center analytics companies cater increasing demand, ensure competitive effectiveness, develop innovative products & technologies, reduce production costs, and expand their customer base. Some of the contact center analytics companies profiled in this report include-

• Mitel Networks Corporation
• Genpact Limiteds
• Avaya
• Genesys
• Talkdesk
• Sap
• Oracle Corporation
• Callminer
• 8X8
• Nice

Contact Center Analytics Market Insights

Lucintel forecasts that solution is expected to witness highest growth over the forecast period due to the development in advanced contact center technology adoption and the usage of social media platforms.

APAC is expected to witness highest growth over the forecast period due to growth of cloud-based contact center analytics solutions, globalization, economic transformation, and digitalization

Features of the Global Contact Center Analytics Market

Market Size Estimates: Contact center analytics market size estimation in terms of value ($B).

Trend and Forecast Analysis: Market trends (2018 to 2023) and forecast (2024 to 2030) by various segments and regions.

Segmentation Analysis: Contact center analytics market size by component, deployment model, end use industry, and region in terms of value ($B).

Regional Analysis: Contact center analytics market breakdown by North America, Europe, Asia Pacific, and Rest of the World.

Growth Opportunities: Analysis of growth opportunities in different component, deployment model, end use industry, and regions for the contact center analytics market.

Strategic Analysis: This includes M&A, new product development, and competitive landscape of the contact center analytics market.

Analysis of competitive intensity of the industry based on Porter's Five Forces model.

FAQ

Q.1 What is the contact center analytics market size?

Answer: The global contact center analytics market is expected to reach an estimated $3.4 billion by 2030.

Q.2 What is the growth forecast for contact center analytics market?

Answer: The global contact center analytics market is expected to grow with a CAGR of 11.3% from 2024 to 2030.

Q.3 What are the major drivers influencing the growth of the contact center analytics market?

Answer: The major drivers for this market are adoption of new age technologies such as artificial intelligence (AI), machine learning (ML), speech analytics, and text analytics, improved customer experience management solutions are in high demand, and growing utilisation of cloud-based contact centre software

Q4. What are the major segments for contact center analytics market?

Answer: The future of the contact center analytics market looks promising with opportunities in the BFSI, healthcare, retail and e-commerce, government and education, IT and telecom, and travel and hospitality markets.

Q5. Who are the key contact center analytics market companies?

Answer: Some of the key contact center analytics companies are as follows:

• Mitel Networks Corporation
• Genpact Limiteds
• Avaya
• Genesys
• Talkdesk
• SAP
• Oracle Corporation
• CallMiner
• 8x8
• Nice

Q6. Which contact center analytics market segment will be the largest in future?

Answer: Lucintel forecasts that solution is expected to witness highest growth over the forecast period.

Q7. In contact center analytics market, which region is expected to be the largest in next 5 years?

Answer: APAC is expected to witness highest growth over the forecast period.

Q.8 Do we receive customization in this report?

Answer: Yes, Lucintel provides 10% customization without any additional cost.

This report answers following 11 key questions:

• Q.1. What are some of the most promising, high-growth opportunities for the contact center analytics market by component (solution and services), deployment model (on-premise and cloud), end use industry (BFSI, healthcare, retail and e-commerce, government and education, IT and telecom, travel and hospitality, and others), and region (North America, Europe, Asia Pacific, and the Rest of the World)?
• Q.2. Which segments will grow at a faster pace and why?
• Q.3. Which region will grow at a faster pace and why?
• Q.4. What are the key factors affecting market dynamics? What are the key challenges and business risks in this market?
• Q.5. What are the business risks and competitive threats in this market?
• Q.6. What are the emerging trends in this market and the reasons behind them?
• Q.7. What are some of the changing demands of customers in the market?
• Q.8. What are the new developments in the market? Which companies are leading these developments?
• Q.9. Who are the major players in this market? What strategic initiatives are key players pursuing for business growth?
• Q.10. What are some of the competing products in this market and how big of a threat do they pose for loss of market share by material or product substitution?
• Q.11. What M&A activity has occurred in the last 5 years and what has its impact been on the industry?

Table of Contents

1. Executive Summary

2. Global Contact Center Analytics Market : Market Dynamics

• 2.1: Introduction, Background, and Classifications
• 2.2: Supply Chain
• 2.3: Industry Drivers and Challenges

3. Market Trends and Forecast Analysis from 2018 to 2030

• 3.1. Macroeconomic Trends (2018-2023) and Forecast (2024-2030)
• 3.2. Global Contact Center Analytics Market Trends (2018-2023) and Forecast (2024-2030)
• 3.3: Global Contact Center Analytics Market by Component
  • 3.3.1: Solution
  • 3.3.2: Services
• 3.4: Global Contact Center Analytics Market by Deployment Model
  • 3.4.1: On-premise
  • 3.4.2: Cloud
• 3.5: Global Contact Center Analytics Market by End Use Industry
  • 3.5.1: BFSI
  • 3.5.2: Healthcare
  • 3.5.3: Retail and E-Commerce
  • 3.5.4: Government and Education
  • 3.5.5: IT and Telecom
  • 3.5.6: Travel and hospitality
  • 3.5.7: Others

4. Market Trends and Forecast Analysis by Region from 2018 to 2030

• 4.1: Global Contact Center Analytics Market by Region
• 4.2: North American Contact Center Analytics Market
  • 4.2.2: North American Contact Center Analytics Market by End Use Industry: BFSI, Healthcare, Retail and E-Commerce, Government and Education, IT and Telecom,Travel and hospitality, and Others
• 4.3: European Contact Center Analytics Market
  • 4.3.1: European Contact Center Analytics Market by Component: Solution and Services
  • 4.3.2: European Contact Center Analytics Market by End Use Industry: BFSI, Healthcare, Retail and E-Commerce, Government and Education, IT and Telecom,Travel and hospitality, and Others
• 4.4: APAC Contact Center Analytics Market
  • 4.4.1: APAC Contact Center Analytics Market by Component: Solution and Services
  • 4.4.2: APAC Contact Center Analytics Market by End Use Industry: BFSI, Healthcare, Retail and E-Commerce, Government and Education, IT and Telecom,Travel and hospitality, and Others
• 4.5: ROW Contact Center Analytics Market
  • 4.5.1: ROW Contact Center Analytics Market by Component: Solution and Services
  • 4.5.2: ROW Contact Center Analytics Market by End Use Industry: BFSI, Healthcare, Retail and E-Commerce, Government and Education, IT and Telecom,Travel and hospitality, and Others

5. Competitor Analysis

• 5.1: Product Portfolio Analysis
• 5.2: Operational Integration
• 5.3: Porter's Five Forces Analysis

6. Growth Opportunities and Strategic Analysis

• 6.1: Growth Opportunity Analysis
  • 6.1.1: Growth Opportunities for the Global Contact Center Analytics Market by Component
  • 6.1.2: Growth Opportunities for the Global Contact Center Analytics Market by Deployment Model
  • 6.1.3: Growth Opportunities for the Global Contact Center Analytics Market by End Use Industry
  • 6.1.4: Growth Opportunities for the Global Contact Center Analytics Market by Region
• 6.2: Emerging Trends in the Global Contact Center Analytics Market
• 6.3: Strategic Analysis
  • 6.3.1: New Product Development
  • 6.3.2: Capacity Expansion of the Global Contact Center Analytics Market
  • 6.3.3: Mergers, Acquisitions, and Joint Ventures in the Global Contact Center Analytics Market
  • 6.3.4: Certification and Licensing

7. Company Profiles of Leading Players

• 7.1: Mitel Networks Corporation
• 7.2: Genpact Limiteds
• 7.3: Avaya
• 7.4: Genesys
• 7.5: Talkdesk
• 7.6: SAP
• 7.7: Oracle Corporation
• 7.8: CallMiner
• 7.9: 8x8
• 7.10: Nice