The North America Contact Center Analytics Market would witness market growth of 9.8% CAGR during the forecast period (2022-2028).
The data, including aspects like call volume, call duration, and other critical performance metrics, can be obtained without purchasing separate call center or contact center analytics software. These analytics are critical for both small and large contact centers, as they can provide critical insights. Analyzing call center data, for example, can reveal what consumers are most unsatisfied with, what they enjoy about the organization's products or services, and more.
Market expansion is likely to be driven by the growing requirement among contact center firms to manage and analyze business performance at all levels. Companies can also save money on administrative and operating costs by using contact center analytics. Market expansion is also likely to be fueled by funds raised by contact center service providers. To improve their products, businesses are forming collaborations with technology solution providers.
Violence, infectious disease outbreaks, as well as natural disasters are all threats that the public health and healthcare sector protects all sectors of the economy from. Because the wide majority of the sector's resources are owned and operated privately, collaboration and information exchange between the public and private sectors is crucial to improving the nation's critical Healthcare and Public Health infrastructure's resilience. In the event of a natural or man-made disaster, the sector, which operates in all 50 states, territories, and tribal areas, plays a critical role in response and recovery across all other sectors.
While healthcare is typically delivered and administered at the local level, the public health sector, which focuses on population health, is managed at all levels of government viz. national, regional, state, local, tribal, and territorial. The expansion of chronic diseases and a geriatric population are driving up demand in Canada's healthcare industry. According to the Intellectual Property Rights Information & Assistance, total healthcare spending in 2018 was estimated to be over CDN$255 billion, up 4.2% from the previous year.
The US market dominated the North America Contact Center Analytics Market by Country in 2021, and would continue to be a dominant market till 2028; thereby, achieving a market value of $751.9 million by 2028. The Canada market is anticipated to grow at a CAGR of 12.3% during (2022 - 2028). Additionally, The Mexico market would showcase a CAGR of 11.3% during (2022 - 2028).
Based on Component, the market is segmented into Software (Speech Analytics, Text Analytics, Desktop Analytics, Predictive Analytics, and Cross-channel Analytics & Performance Analytics) and Services. Based on Application, the market is segmented into Customer Experience Management, Workforce Optimization, Risk & Compliance Management, Log Management, Real-Time Monitoring & Analysis, and Automatic Call Distributor & Others. Based on Deployment Mode, the market is segmented into Cloud and On-premise. Based on Organization Size, the market is segmented into Large Enterprises and Small & Medium Enterprises (SMEs). Based on Vertical, the market is segmented into BFSI, Retail & Consumer Goods, Energy & Utilities, Government & Defense, Healthcare & Life Sciences, Manufacturing, Telecom & IT, Travel & Hospitality, and Others. Based on countries, the market is segmented into U.S., Mexico, Canada, and Rest of North America.
Free Valuable Insights: The Worldwide Contact Center Analytics Market is Projected to reach USD 3.1 Billion by 2028, at a CAGR of 11.2%
The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include Oracle Corporation, Cisco Systems, Inc., Avaya Holdings Corporation, Genpact Limited, NICE Ltd., SAP SE, 8x8, Inc., Talkdesk, Inc., Genesys Telecommunications Laboratories, Inc., and CallMiner, Inc.
Scope of the Study
Market Segments Covered in the Report:
By Component
- Software
- Speech Analytics
- Text Analytics
- Desktop Analytics
- Predictive Analytics
- Cross-channel Analytics & Performance Analytics
- Services
By Application
- Customer Experience Management
- Workforce Optimization
- Risk & Compliance Management
- Log Management, Real-Time Monitoring & Analysis
- Automatic Call Distributor & Others
By Deployment Mode
By Organization Size
- Large Enterprises
- Small & Medium Enterprises (SMEs)
By Vertical
- BFSI
- Retail & Consumer Goods
- Energy & Utilities
- Government & Defense
- Healthcare & Life Sciences
- Manufacturing
- Telecom & IT
- Travel & Hospitality
- Others
By Country
- US
- Canada
- Mexico
- Rest of North America
Key Market Players
List of Companies Profiled in the Report:
- Oracle Corporation
- Cisco Systems, Inc.
- Avaya Holdings Corporation
- Genpact Limited
- NICE Ltd.
- SAP SE
- 8x8, Inc.
- Talkdesk, Inc.
- Genesys Telecommunications Laboratories, Inc.
- CallMiner, Inc.
Chapter 1. Market Scope & Methodology
1.1 Market Definition
1.2 Objectives
1.3 Market Scope
1.4 Segmentation
1.4.1 North America Contact Center Analytics Market, by Component
1.4.2 North America Contact Center Analytics Market, by Application
1.4.3 North America Contact Center Analytics Market, by Deployment Mode
1.4.4 North America Contact Center Analytics Market, by Organization Size
1.4.5 North America Contact Center Analytics Market, by Vertical
1.4.6 North America Contact Center Analytics Market, by Country
1.5 Methodology for the research
Chapter 2. Market Overview
2.1 Introduction
2.1.1 Overview
2.1.1.1 Market composition and scenario
2.2 Key Factors Impacting the Market
2.2.1 Market Drivers
2.2.2 Market Restraints
Chapter 3. Competition Analysis - Global
3.1 KBV Cardinal Matrix
3.2 Recent Industry Wide Strategic Developments
3.2.1 Partnerships, Collaborations and Agreements
3.2.2 Product Launches and Product Expansions
3.2.3 Acquisition and Mergers
3.3 Market Share Analysis, 2021
3.4 Top Winning Strategies
3.4.1 Key Leading Strategies: Percentage Distribution (2018-2022)
3.4.2 Key Strategic Move: (Partnerships, Collaborations and Agreements : 2019, Oct – 2021, May) Leading Players
Chapter 4. North America Contact Center Analytics Market by Component
4.1 North America Software Market by Country
4.2 North America Contact Center Analytics Market by Software Type
4.2.1 North America Speech Analytics Market by Country
4.2.2 North America Text Analytics Market by Country
4.2.3 North America Desktop Analytics Market by Country
4.2.4 North America Predictive Analytics Market by Country
4.2.5 North America Cross-channel Analytics & Performance Analytics Market by Country
4.3 North America Services Market by Country
Chapter 5. North America Contact Center Analytics Market by Application
5.1 North America Customer Experience Management Market by Country
5.2 North America Workforce Optimization Market by Country
5.3 North America Risk & Compliance Management Market by Country
5.4 North America Log Management, Real-Time Monitoring & Analysis Market by Country
5.5 North America Automatic Call Distributor & Others Market by Country
Chapter 6. North America Contact Center Analytics Market by Deployment Mode
6.1 North America Cloud Market by Country
6.2 North America On-premise Market by Country
Chapter 7. North America Contact Center Analytics Market by Organization Size
7.1 North America Large Enterprises Market by Country
7.2 North America Small & Medium Enterprises (SMEs) Market by Country
Chapter 8. North America Contact Center Analytics Market by Vertical
8.1 North America BFSI Market by Country
8.2 North America Retail & Consumer Goods Market by Country
8.3 North America Energy & Utilities Market by Country
8.4 North America Government & Defense Market by Country
8.5 North America Healthcare & Life Sciences Market by Country
8.6 North America Manufacturing Market by Country
8.7 North America Telecom & IT Market by Country
8.8 North America Travel & Hospitality Market by Country
8.9 North America Others Market by Country
Chapter 9. North America Contact Center Analytics Market by Country
9.1 US Contact Center Analytics Market
9.1.1 US Contact Center Analytics Market by Component
9.1.1.1 US Contact Center Analytics Market by Software Type
9.1.2 US Contact Center Analytics Market by Application
9.1.3 US Contact Center Analytics Market by Deployment Mode
9.1.4 US Contact Center Analytics Market by Organization Size
9.1.5 US Contact Center Analytics Market by Vertical
9.2 Canada Contact Center Analytics Market
9.2.1 Canada Contact Center Analytics Market by Component
9.2.1.1 Canada Contact Center Analytics Market by Software Type
9.2.2 Canada Contact Center Analytics Market by Application
9.2.3 Canada Contact Center Analytics Market by Deployment Mode
9.2.4 Canada Contact Center Analytics Market by Organization Size
9.2.5 Canada Contact Center Analytics Market by Vertical
9.3 Mexico Contact Center Analytics Market
9.3.1 Mexico Contact Center Analytics Market by Component
9.3.1.1 Mexico Contact Center Analytics Market by Software Type
9.3.2 Mexico Contact Center Analytics Market by Application
9.3.3 Mexico Contact Center Analytics Market by Deployment Mode
9.3.4 Mexico Contact Center Analytics Market by Organization Size
9.3.5 Mexico Contact Center Analytics Market by Vertical
9.4 Rest of North America Contact Center Analytics Market
9.4.1 Rest of North America Contact Center Analytics Market by Component
9.4.1.1 Rest of North America Contact Center Analytics Market by Software Type
9.4.2 Rest of North America Contact Center Analytics Market by Application
9.4.3 Rest of North America Contact Center Analytics Market by Deployment Mode
9.4.4 Rest of North America Contact Center Analytics Market by Organization Size
9.4.5 Rest of North America Contact Center Analytics Market by Vertical
Chapter 10. Company Profiles
10.1 Oracle Corporation
10.1.1 Company Overview
10.1.2 Financial Analysis
10.1.3 Segmental and Regional Analysis
10.1.4 Research & Development Expense
10.1.5 Recent strategies and developments:
10.1.5.1 Product Launches and Product Expansions:
10.1.6 SWOT Analysis
10.2 Cisco Systems, Inc.
10.2.1 Company Overview
10.2.2 Financial Analysis
10.2.3 Regional Analysis
10.2.4 Research & Development Expense
10.2.5 Recent strategies and developments:
10.2.5.1 Acquisition and Mergers:
10.3 Avaya Holdings Corporation
10.3.1 Company Overview
10.3.2 Financial Analysis
10.3.3 Segmental and Regional Analysis
10.3.4 Research & Development Expense
10.3.5 Recent strategies and developments:
10.3.5.1 Partnerships, Collaborations, and Agreements:
10.3.5.2 Product Launches and Product Expansions:
10.3.5.3 Acquisition and Mergers:
10.4 Genpact Limited
10.4.1 Company Overview
10.4.2 Financial Analysis
10.4.3 Segmental and Regional Analysis
10.5 NICE Ltd.
10.5.1 Company Overview
10.5.2 Financial Analysis
10.5.3 Segmental and Regional Analysis
10.5.4 Research & Development Expenses
10.5.5 Recent strategies and developments:
10.5.5.1 Acquisition and Mergers:
10.6 SAP SE
10.6.1 Company Overview
10.6.2 Financial Analysis
10.6.3 Segmental and Regional Analysis
10.6.4 Research & Development Expense
10.6.5 Recent strategies and developments:
10.6.5.1 Product Launches and Product Expansions:
10.7 8x8, Inc.
10.7.1 Company Overview
10.7.2 Financial Analysis
10.7.3 Regional Analysis
10.7.4 Research & Development Expenses
10.7.5 Recent strategies and developments:
10.7.5.1 Partnerships, Collaborations, and Agreements:
10.8 Talkdesk, Inc.
10.8.1 Company Overview
10.8.2 Recent strategies and developments:
10.8.2.1 Partnerships, Collaborations, and Agreements:
10.8.2.2 Product Launches and Product Expansions:
10.9 Genesys Telecommunications Laboratories, Inc.
10.9.1 Company Overview
10.9.2 Recent strategies and developments:
10.9.2.1 Partnerships, Collaborations, and Agreements:
10.10. CallMiner, Inc.
10.10.1 Company Overview
TABLE 1 North America Contact Center Analytics Market, 2018 - 2021, USD Million
TABLE 2 North America Contact Center Analytics Market, 2022 - 2028, USD Million
TABLE 3 Partnerships, Collaborations and Agreements– Contact Center Analytics Market
TABLE 4 Product Launches And Product Expansions– Contact Center Analytics Market
TABLE 5 Acquisition and Mergers– Contact Center Analytics Market
TABLE 6 North America Contact Center Analytics Market by Component, 2018 - 2021, USD Million
TABLE 7 North America Contact Center Analytics Market by Component, 2022 - 2028, USD Million
TABLE 8 North America Software Market by Country, 2018 - 2021, USD Million
TABLE 9 North America Software Market by Country, 2022 - 2028, USD Million
TABLE 10 North America Contact Center Analytics Market by Software Type, 2018 - 2021, USD Million
TABLE 11 North America Contact Center Analytics Market by Software Type, 2022 - 2028, USD Million
TABLE 12 North America Speech Analytics Market by Country, 2018 - 2021, USD Million
TABLE 13 North America Speech Analytics Market by Country, 2022 - 2028, USD Million
TABLE 14 North America Text Analytics Market by Country, 2018 - 2021, USD Million
TABLE 15 North America Text Analytics Market by Country, 2022 - 2028, USD Million
TABLE 16 North America Desktop Analytics Market by Country, 2018 - 2021, USD Million
TABLE 17 North America Desktop Analytics Market by Country, 2022 - 2028, USD Million
TABLE 18 North America Predictive Analytics Market by Country, 2018 - 2021, USD Million
TABLE 19 North America Predictive Analytics Market by Country, 2022 - 2028, USD Million
TABLE 20 North America Cross-channel Analytics & Performance Analytics Market by Country, 2018 - 2021, USD Million
TABLE 21 North America Cross-channel Analytics & Performance Analytics Market by Country, 2022 - 2028, USD Million
TABLE 22 North America Services Market by Country, 2018 - 2021, USD Million
TABLE 23 North America Services Market by Country, 2022 - 2028, USD Million
TABLE 24 North America Contact Center Analytics Market by Application, 2018 - 2021, USD Million
TABLE 25 North America Contact Center Analytics Market by Application, 2022 - 2028, USD Million
TABLE 26 North America Customer Experience Management Market by Country, 2018 - 2021, USD Million
TABLE 27 North America Customer Experience Management Market by Country, 2022 - 2028, USD Million
TABLE 28 North America Workforce Optimization Market by Country, 2018 - 2021, USD Million
TABLE 29 North America Workforce Optimization Market by Country, 2022 - 2028, USD Million
TABLE 30 North America Risk & Compliance Management Market by Country, 2018 - 2021, USD Million
TABLE 31 North America Risk & Compliance Management Market by Country, 2022 - 2028, USD Million
TABLE 32 North America Log Management, Real-Time Monitoring & Analysis Market by Country, 2018 - 2021, USD Million
TABLE 33 North America Log Management, Real-Time Monitoring & Analysis Market by Country, 2022 - 2028, USD Million
TABLE 34 North America Automatic Call Distributor & Others Market by Country, 2018 - 2021, USD Million
TABLE 35 North America Automatic Call Distributor & Others Market by Country, 2022 - 2028, USD Million
TABLE 36 North America Contact Center Analytics Market by Deployment Mode, 2018 - 2021, USD Million
TABLE 37 North America Contact Center Analytics Market by Deployment Mode, 2022 - 2028, USD Million
TABLE 38 North America Cloud Market by Country, 2018 - 2021, USD Million
TABLE 39 North America Cloud Market by Country, 2022 - 2028, USD Million
TABLE 40 North America On-premise Market by Country, 2018 - 2021, USD Million
TABLE 41 North America On-premise Market by Country, 2022 - 2028, USD Million
TABLE 42 North America Contact Center Analytics Market by Organization Size, 2018 - 2021, USD Million
TABLE 43 North America Contact Center Analytics Market by Organization Size, 2022 - 2028, USD Million
TABLE 44 North America Large Enterprises Market by Country, 2018 - 2021, USD Million
TABLE 45 North America Large Enterprises Market by Country, 2022 - 2028, USD Million
TABLE 46 North America Small & Medium Enterprises (SMEs) Market by Country, 2018 - 2021, USD Million
TABLE 47 North America Small & Medium Enterprises (SMEs) Market by Country, 2022 - 2028, USD Million
TABLE 48 North America Contact Center Analytics Market by Vertical, 2018 - 2021, USD Million
TABLE 49 North America Contact Center Analytics Market by Vertical, 2022 - 2028, USD Million
TABLE 50 North America BFSI Market by Country, 2018 - 2021, USD Million
TABLE 51 North America BFSI Market by Country, 2022 - 2028, USD Million
TABLE 52 North America Retail & Consumer Goods Market by Country, 2018 - 2021, USD Million
TABLE 53 North America Retail & Consumer Goods Market by Country, 2022 - 2028, USD Million
TABLE 54 North America Energy & Utilities Market by Country, 2018 - 2021, USD Million
TABLE 55 North America Energy & Utilities Market by Country, 2022 - 2028, USD Million
TABLE 56 North America Government & Defense Market by Country, 2018 - 2021, USD Million
TABLE 57 North America Government & Defense Market by Country, 2022 - 2028, USD Million
TABLE 58 North America Healthcare & Life Sciences Market by Country, 2018 - 2021, USD Million
TABLE 59 North America Healthcare & Life Sciences Market by Country, 2022 - 2028, USD Million
TABLE 60 North America Manufacturing Market by Country, 2018 - 2021, USD Million
TABLE 61 North America Manufacturing Market by Country, 2022 - 2028, USD Million
TABLE 62 North America Telecom & IT Market by Country, 2018 - 2021, USD Million
TABLE 63 North America Telecom & IT Market by Country, 2022 - 2028, USD Million
TABLE 64 North America Travel & Hospitality Market by Country, 2018 - 2021, USD Million
TABLE 65 North America Travel & Hospitality Market by Country, 2022 - 2028, USD Million
TABLE 66 North America Others Market by Country, 2018 - 2021, USD Million
TABLE 67 North America Others Market by Country, 2022 - 2028, USD Million
TABLE 68 North America Contact Center Analytics Market by Country, 2018 - 2021, USD Million
TABLE 69 North America Contact Center Analytics Market by Country, 2022 - 2028, USD Million
TABLE 70 US Contact Center Analytics Market, 2018 - 2021, USD Million
TABLE 71 US Contact Center Analytics Market, 2022 - 2028, USD Million
TABLE 72 US Contact Center Analytics Market by Component, 2018 - 2021, USD Million
TABLE 73 US Contact Center Analytics Market by Component, 2022 - 2028, USD Million
TABLE 74 US Contact Center Analytics Market by Software Type, 2018 - 2021, USD Million
TABLE 75 US Contact Center Analytics Market by Software Type, 2022 - 2028, USD Million
TABLE 76 US Contact Center Analytics Market by Application, 2018 - 2021, USD Million
TABLE 77 US Contact Center Analytics Market by Application, 2022 - 2028, USD Million
TABLE 78 US Contact Center Analytics Market by Deployment Mode, 2018 - 2021, USD Million
TABLE 79 US Contact Center Analytics Market by Deployment Mode, 2022 - 2028, USD Million
TABLE 80 US Contact Center Analytics Market by Organization Size, 2018 - 2021, USD Million
TABLE 81 US Contact Center Analytics Market by Organization Size, 2022 - 2028, USD Million
TABLE 82 US Contact Center Analytics Market by Vertical, 2018 - 2021, USD Million
TABLE 83 US Contact Center Analytics Market by Vertical, 2022 - 2028, USD Million
TABLE 84 Canada Contact Center Analytics Market, 2018 - 2021, USD Million
TABLE 85 Canada Contact Center Analytics Market, 2022 - 2028, USD Million
TABLE 86 Canada Contact Center Analytics Market by Component, 2018 - 2021, USD Million
TABLE 87 Canada Contact Center Analytics Market by Component, 2022 - 2028, USD Million
TABLE 88 Canada Contact Center Analytics Market by Software Type, 2018 - 2021, USD Million
TABLE 89 Canada Contact Center Analytics Market by Software Type, 2022 - 2028, USD Million
TABLE 90 Canada Contact Center Analytics Market by Application, 2018 - 2021, USD Million
TABLE 91 Canada Contact Center Analytics Market by Application, 2022 - 2028, USD Million
TABLE 92 Canada Contact Center Analytics Market by Deployment Mode, 2018 - 2021, USD Million
TABLE 93 Canada Contact Center Analytics Market by Deployment Mode, 2022 - 2028, USD Million
TABLE 94 Canada Contact Center Analytics Market by Organization Size, 2018 - 2021, USD Million
TABLE 95 Canada Contact Center Analytics Market by Organization Size, 2022 - 2028, USD Million
TABLE 96 Canada Contact Center Analytics Market by Vertical, 2018 - 2021, USD Million
TABLE 97 Canada Contact Center Analytics Market by Vertical, 2022 - 2028, USD Million
TABLE 98 Mexico Contact Center Analytics Market, 2018 - 2021, USD Million
TABLE 99 Mexico Contact Center Analytics Market, 2022 - 2028, USD Million
TABLE 100 Mexico Contact Center Analytics Market by Component, 2018 - 2021, USD Million
TABLE 101 Mexico Contact Center Analytics Market by Component, 2022 - 2028, USD Million
TABLE 102 Mexico Contact Center Analytics Market by Software Type, 2018 - 2021, USD Million
TABLE 103 Mexico Contact Center Analytics Market by Software Type, 2022 - 2028, USD Million
TABLE 104 Mexico Contact Center Analytics Market by Application, 2018 - 2021, USD Million
TABLE 105 Mexico Contact Center Analytics Market by Application, 2022 - 2028, USD Million
TABLE 106 Mexico Contact Center Analytics Market by Deployment Mode, 2018 - 2021, USD Million
TABLE 107 Mexico Contact Center Analytics Market by Deployment Mode, 2022 - 2028, USD Million
TABLE 108 Mexico Contact Center Analytics Market by Organization Size, 2018 - 2021, USD Million
TABLE 109 Mexico Contact Center Analytics Market by Organization Size, 2022 - 2028, USD Million
TABLE 110 Mexico Contact Center Analytics Market by Vertical, 2018 - 2021, USD Million
TABLE 111 Mexico Contact Center Analytics Market by Vertical, 2022 - 2028, USD Million
TABLE 112 Rest of North America Contact Center Analytics Market, 2018 - 2021, USD Million
TABLE 113 Rest of North America Contact Center Analytics Market, 2022 - 2028, USD Million
TABLE 114 Rest of North America Contact Center Analytics Market by Component, 2018 - 2021, USD Million
TABLE 115 Rest of North America Contact Center Analytics Market by Component, 2022 - 2028, USD Million
TABLE 116 Rest of North America Contact Center Analytics Market by Software Type, 2018 - 2021, USD Million
TABLE 117 Rest of North America Contact Center Analytics Market by Software Type, 2022 - 2028, USD Million
TABLE 118 Rest of North America Contact Center Analytics Market by Application, 2018 - 2021, USD Million
TABLE 119 Rest of North America Contact Center Analytics Market by Application, 2022 - 2028, USD Million
TABLE 120 Rest of North America Contact Center Analytics Market by Deployment Mode, 2018 - 2021, USD Million
TABLE 121 Rest of North America Contact Center Analytics Market by Deployment Mode, 2022 - 2028, USD Million
TABLE 122 Rest of North America Contact Center Analytics Market by Organization Size, 2018 - 2021, USD Million
TABLE 123 Rest of North America Contact Center Analytics Market by Organization Size, 2022 - 2028, USD Million
TABLE 124 Rest of North America Contact Center Analytics Market by Vertical, 2018 - 2021, USD Million
TABLE 125 Rest of North America Contact Center Analytics Market by Vertical, 2022 - 2028, USD Million
TABLE 126 Key Information – Oracle Corporation
TABLE 127 Key Information – Cisco Systems, Inc.
TABLE 128 Key Information – Avaya Holdings Corporation
TABLE 129 Key Information – Genpact Limited
TABLE 130 Key Information – NICE Ltd.
TABLE 131 Key Information – SAP SE
TABLE 132 Key information – 8x8, Inc.
TABLE 133 Key Information – Talkdesk, Inc.
TABLE 134 Key Information – Genesys Telecommunications Laboratories, Inc.
TABLE 135 Key Information – CallMiner, Inc.
List of Figures
FIG 1 Methodology for the research
FIG 2 KBV Cardinal Matrix
FIG 3 Market Share Analysis, 2021
FIG 4 Key Leading Strategies: Percentage Distribution (2018-2022)
FIG 5 Key Strategic Move: (Partnerships, collaborations and agreements : 2019, oct – 2021, may) Leading Players
FIG 6 SWOT analysis: Oracle Corporation
FIG 7 Recent strategies and developments: Avaya Holdings Corporation
FIG 8 Recent strategies and developments: Talkdesk, Inc.