The global contact center analytics market size is expected to reach USD 2.66 billion by 2026, registering a CAGR of 16.8% from 2020 to 2026, according to a new report by Grand View Research, Inc. The growing demand for effective customer experience management solutions is expected to drive market growth over the forecast period. Various factors such as increased compliance requirements and growing social media analytics are further contributing to the market growth.
Numerous businesses are using automated services such as auto-attendant service that helps reduce the number of workforces required to provide a contact center service. The auto-attendant service also allows supervisors and agents to manage their time effectively. Furthermore, this service helps reduce call waiting time and agent idle time, thereby optimizing business productivity.
The contact center analytics solutions offer advanced call-routing, aided by Interactive Voice Response (IVR) and auto-attendant service, to ensure that clients and customers get to speak to a qualified agent as quickly as possible. Analytics solutions also enable supervisors to access high-level dashboards. These dashboards provide an overview of the average call duration and call waiting time, thereby allowing supervisors to make necessary business decisions for increasing contact center productivity.
Analytics solutions allow businesses to conduct an end-to-end analysis of numerous customer data points to proactively identify potential improvements in an agent’s responses. The analyzed output enables a company to design a solution that effectively caters to customer requirements. Furthermore, growing technological advancements in customer relationship management and artificial intelligence are further projected to propel the market growth over the forecast period.
Browse Full Report (Tables & Figures) @ https://www.grandviewresearch.com/industry-analysis/contact-center-analytics-market
Contact Us:
Grand View Research, Inc.
201 Spear Street 1100,
San Francisco, CA 94105
United States
Phone: 1-415-349-0058
Toll Free: 1-888-202-9519
Email: [email protected]