North America 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 North America Contact Center Analytics Market is expected to 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 is expected to 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 is expected to 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.

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

• 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.

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