Businesses want to turn call center interactions into predictive data.

James Anderson, Senior News Editor

July 18, 2017

1 Min Read
Call Center
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A new study anticipates the contact-center analytics market to reach $1.5 billion by 2022.

MarketsandMarkets just released its forecast for the industry, predicting that it will jump from $710 million dollars this year. That’s a compound annual growth rate (CAGR) of 15.9 percent.

There are several drivers behind the growth, according to the study: a demand for a more enhanced customer experience; analytics; cloud computing; and compliance requirements. Many businesses want to use analytics to categorize all of the calls that come into their call centers, based on transactions, text and speech. MarketsandMarkets says that would allow businesses to anticipate future calls and “analyze cross-channel behavior patterns.”

Customer experience analytics aggregates customer interactions, transactions, feedback and agent data to provide an end-to-end picture of the customer journey. It can provide multiple avenues for customer experience management through customer analytics,” the report said. “Contact centers can leverage from contact-center analytics by integrating and analyzing customer data from multiple channels and utilize generated insights to improve their contact-center operations and find new opportunities to engage and serve their customers.”

The study predicts that the on-demand deployment contact center model will grow the most between now and 2022.

MarketsandMarkets lists the following companies as leaders in the market: Cisco, Genpact, Verint Systems, 8×8, Genesys, Oracle, Mitel, SAP SE, NICE, Enghouse Interactive, Five9, CallMiner and Servion Global Solutions. Find the full study here.

Check out a recap of the numerous call center enhancements that have been released to the channel in the last year.

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About the Author(s)

James Anderson

Senior News Editor, Channel Futures

James Anderson is a news editor for Channel Futures. He interned with Informa while working toward his degree in journalism from Arizona State University, then joined the company after graduating. He writes about SD-WAN, telecom and cablecos, technology services distributors and carriers. He has served as a moderator for multiple panels at Channel Partners events.

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