LAMEA Contact Center Analytics Market Size, Share & Industry Trends Analysis Report By Component, By Application, By Deployment Mode, By Organization Size, By Vertical, By Country and Growth Forecast, 2022 - 2028

The Latin America, Middle East and Africa Contact Center Analytics Market is expected to witness market growth of 16.5% CAGR during the forecast period (2022-2028).

Optimizing customer experience by reducing repeat calls along with average call time is a top priority for contact centers. Contact center managers can gain insight into the reasons for recurring contact center calls by implementing speech analytics. Identifying the root cause of various difficulties is critical to enhancing contact center operations. With this data, contact center managers can determine what is working and what is not, and make changes and enhancements as needed.

Predictive analytics can help call centers evaluate behavioral trends, allowing them to give better up-sells, enhancements, or issue resolutions by studying previous client activity and projecting likely future actions. Predictive analytics is a concept that relates to the use of data, statistical methods, and machine learning to anticipate future events based on prior customer data. A significant proportion of call centers are using predictive analytics to hold time, queue time, and call lengths. They are also used to examine times of low or high call center volume to predict staffing needs, in near real-time, and can thus help to improve the immediacy of responses from the call center.

The regional energy and utility sector are witnessing increased demand for renewable energy. The UAE comprises one of the largest solar exposure rates all over the world, which is providing significant prospects for renewable energy development. The country has historically relied on conventional energy sources despite having large indigenous oil and gas reserves. However, in order to prevent the dramatic commodities downturns linked with an oil-based economy, a push for economic diversification has resulted in new initiatives and the introduction of cutting-edge renewable energy technologies. Furthermore, rapid industrialization, population growth, and increased demand for water desalination facilities have resulted in higher energy demands and a need to diversify inputs.

Water shortages have emerged in the Middle East as a result of rapid population growth, urbanization, and industry. Global climate change caused by greenhouse gas emissions exacerbates the situation. Recent research suggests that water-energy nexus techniques are needed to address the worldwide water security and scarcity crisis. This entails the deployment of policies and tactics that align these interconnected sectors in order to reduce environmental effects while enhancing human benefit.

The Brazil market dominated the LAMEA Contact Center Analytics Market by Country in 2021, and is expected to continue to be a dominant market till 2028; thereby, achieving a market value of $78.9 million by 2028. The Argentina market is poised to grow at a CAGR of 17.1% during (2022 - 2028). Additionally, The UAE market is expected to display a CAGR of 16.2% 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 Brazil, Argentina, UAE, Saudi Arabia, South Africa, Nigeria, and Rest of LAMEA.

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

• Cloud
• On-premise

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

• Brazil
• Argentina
• UAE
• Saudi Arabia
• South Africa
• Nigeria
• Rest of LAMEA

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.

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