Global contact center analytics market to reach $3.1Bn by 2028
The global contact center analytics market is expected to reach $3.1 billion by 2028, rising at a market growth of 11.2% CAGR (compound annual growth rate) during the forecast period.
According to market research firm ReportLinker, the market’s growth will be boosted by two main factors: increasing adoption of new technologies across and the rising demand for self-service interactions among customers.
In its latest research, ReportLinker found that organizations are increasingly incorporating rigorous software and analytics-based telephony technologies in their contact centers.
These new innovations include advanced analytics technologies real-time monitoring and analytics, and software such as ACDs, CTI, dialer APIs, and Voice over Internet Protocol (VoIP) as both contact centers’ remote and office agents maintain inbound, outbound, and blended calls, emails, web inquiries, and chats to clients.
Some of them are also turning to software-based telephony technologies to enable call centers to communicate with customers via their computers rather than a traditional phone system.
The report stated that these technologies assist firms in improving and speeding up their responsiveness and consistency.
ReportLinker added that contact centers could use self-service bots and modern contact center technology like AI, ML, and analytics to improve customer experiences in their firms.
