Jan 11, 2021 (Heraldkeepers) -- Market Segmentation
The global market for contact center analytics has been segmented into component, deployment, organization size, application, and end-users.
Based on components, the global market for contact center analytics has been segmented into software and solutions.
Based on deployment, the global market for contact center analytics has been segmented into on-premises and on-demand.
Based on organization size, the global market for contact center analytics has been segmented into small, medium, and large.
Based on application, the global market for contact center analytics has been segmented into workforce optimization, risk management, customer experience management, real-time monitoring, and others.
Based on end-users, the global market for contact center analytics has been segmented into BFSI, government, retail, healthcare, manufacturing, IT & telecommunications, hospitality, defense, energy, and others.
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Factors promoting the growth of the market for contact center analytics are growing demand for better customer experience management solutions, allowing businesses to gain valuable insights to enhance customer experience and the expansion of cloud computing. In addition, factors such as increasing demand for various analytical solutions and rising compliance requirements are anticipated to propel the growth of the market for contact center analytics over the 2017-2023 forecast period.
In turn, in the next few years, contact centers will enhance the multi-channel and cross-channel customer experience. Customers use a variety of methods, such as email, voice chat, and webchat.
The key participants identified by MRFR in the global contact center analytics market include Cisco Systems, Inc. (US), Verint Systems Inc. (US), Genpact Limited (Bermuda), Genesys (US), 8X8 Inc. (US), Mitel Networks Corporation (Canada), Oracle Corporation (US), SAP SE (Germany), NICE Ltd. (Israel), Five9, Inc. (US), Enghouse Interactive (US), Servion Global Solutions (India) and CallMiner (US) among others.
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