According to Market Research Future (MRFR), the global contact center analytics market size is expected to reach USD 1.52 billion at a CAGR of 16% from 2017 to 2023 (forecast period). The report discusses the present situation and the growth opportunities of the global contact center analytics market. The study offers insights into COVID-19, considering shifts in customer behavior and demand, buying trends, complexities of emerging market forces, and significant government interventions. The latest report offers information, projections, and forecast, taking into account the effect of COVID-19 on the market.
Contact center analytics are often used to measure customer service representatives’ performance, both individually and as a whole. Analytics is used better to understand the overall approach of customer experience management. In general, call centers are used to analyze interactions and define gaps so that adequate corrections can be made. The call center analytics helps organizations solve everyday obstacles.
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Regional Analysis
Region-wise, the global market for contact center analytics has been segmented intoNorth America, Europe, Asia Pacific, and the rest of the world.
North America captured the largest market share in the global market for contact center analytics due to increased acceptance of innovative technology solutions, regional growth in customer experience management and growing consumer expectations, a hub for large-scale operations and customer contact centers and increasing adoption of cloud-based analytics solutions across various industries.
The Asia Pacific is projected to rise at a rapid pace over the 2017-2023 forecast period.
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