Emergen Research lists 2022’s leading contact center analytics firms
VANCOUVER, CANADA — A recent report by Emergen Research revealed that the contact center analytics market is expected to grow at a compound annual growth rate of 18.9%.
This surge is driven primarily by the escalating demand for real-time monitoring, predictive analytics, and improved customer service management.
Contact center analytics is crucial for extracting and interpreting customer data to enhance performance metrics, including customer satisfaction, retention, and adherence to service-level agreements. In 2022, ten companies stood out in this sector, leading the pack in terms of revenue.
- CallMiner: Earning US$55.0 million in revenue, this American software firm excels in interaction and speech analytics, aiding organizations in understanding customer sentiments.
- Cisco Systems: A major player with US$51.56 billion in revenue, Cisco facilitates businesses in connecting devices and managing data securely.
- Oracle Corp.: With a revenue of US$42.44 billion, Oracle offers robust database management systems to safeguard data and ensure seamless application access.
- SAP SE: A global ERP software leader from Germany, SAP SE generates US$27.55 billion in revenue, providing versatile business solutions.
- Genpact: This professional services firm brings in US$3.71 billion, offering services ranging from analytics to IT infrastructure.
- Nice Ltd.: Based in Israel, Nice Ltd specializes in data security and contact center software, earning US$1.921 billion in revenue.
- Genesys: Known for its call center solutions, Genesys achieves US$1.40 billion in revenue.
- Mitel Networks: A Canadian telecommunications leader, Mitel brings in US$1.3 billion in revenue.
- Five9: As a provider of cloud contact center software, Five9, Inc. secures US$434.9 million in revenue.
- Enghouse Interactive: Earning US$137 million, this Canadian firm offers a comprehensive suite of interaction management services.
Despite their success, these companies face challenges like lengthy implementation times, high system costs, and data privacy concerns.
Nevertheless, Emergen Research said that the industry will continue to thrive, driven by a focus on improving customer service efficiency and resolution rates.
