Contact Center Analytics Market To Reach $5.75 Billion By 2030

Contact Center Analytics Market Growth & Trends

The global contact center analytics market size is expected to reach USD 5.75 billion by 2030, expanding at a CAGR of 20.5% from 2025 to 2030, according to a new report by Grand View Research, Inc. The growing need among contact center companies to track and measure business performance at each level is expected to drive market growth. Contact center analytics also enables companies to reduce overhead and operational expenses. The funding raised by contact center service providers is also expected to drive market growth. For instance, in May 2021, ASAPP, Inc., an Artificial Intelligence (AI) research-driven customer experience company, announced that it raised USD 120 million. The company would use this funding to expand its portfolio and market reach.

Companies are entering into partnerships with technology solution providers to enhance their offerings. For instance, in July 2021, Clarabridge, Inc., a speech analytics provider, announced that it had joined Five9’s ISV Partner Program, a provider of intelligent cloud contact centers. This partnership provided Five9’s clients the ability to connect contact center analytics and management. The COVID-19 pandemic has positively impacted the market growth in 2021. The pandemic has driven automation and digitalization initiatives across contact centers due to changing customer needs and employee working structures. Contact center agents have shifted to a remote working model due to the pandemic to stem the spread of the virus, which creates the need for contact center analytics among contact centers of various companies.:

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Contact Center Analytics Market Report Highlights

• The solutions segment accounted for the largest share of 66.6% in 2024. Rising demand for enhanced customer experience drives growth of the segment. 

• The speech analytics segment accounted for the largest share in 2024. The capability of speech analytics solutions to improve agent performance and goal attainment, and reduce agent churn, among other benefits, is expected to drive the segment growth. 

• The integration & deployment segment accounted for the largest revenue share of 39.1% in 2024. 

• The on-premise segment held the largest market share in 2024. Organizations demand on-premises deployment as it offers easy customization of software as per their need. 

• The large enterprise segment dominated the market in 2024. The high call volume experienced by large enterprises is one of the major factors driving the demand for Contact Center Analytics. 

• The customer experience management segment dominated the market in 2024. The segment growth can be attributed to the benefits offered by the Contact Center Analytics to customer experience management processes, such as reduced customer churn rate, improved crisis management, and lower marketing costs. 

• The IT & telecom segment held a significant share in the market in 2024. Contact Center Analytics solutions are widely adopted in the IT & telecom industry owing to their extensive business process automation capabilities.

Contact Center Analytics Market Segmentation

Grand View Research has segmented the global contact center analytics market on the basis of component, deployment, enterprise size, application, end use, and region:

Contact Center Analytics Component Outlook (Revenue, USD Billion, 2018 - 2030)

• Solution

  • Cross-Channel Analytics

  • Performance Analytics

  • Predictive Analytics

  • Speech Analytics

  • Text Analytics

• Service

  • Integration & Deployment

  • Support & Maintenance

  • Training & Consulting

  • Managed Services

Contact Center Analytics Deployment Outlook (Revenue, USD Billion, 2018 - 2030)

• Hosted

• On-premise

Contact Center Analytics Enterprise Size Outlook (Revenue, USD Billion, 2018 - 2030)

• Large Enterprises

• Small & Medium Enterprises

Contact Center Analytics Application Outlook (Revenue, USD Billion, 2018 - 2030)

• Automatic Call Distributor

• Customer Experience Management

• Log Management

• Real-Time Monitoring & Reporting

• Risk & Compliance Management

• Workforce Optimization

• Others

Contact Center Analytics End Use Outlook (Revenue, USD Billion, 2018 - 2030)

• BFSI

• Consumer Goods & Retail

• Government

• Healthcare

• IT & Telecom

• Travel & Hospitality

• Others

Contact Center Analytics Regional Outlook (Revenue, USD Billion, 2018 - 2030)

• North America

  • U.S.

  • Canada

  • Mexico

• Europe

  • Germany

  • UK

  • France

• Asia Pacific

  • China

  • Japan

  • India

  • South Korea

  • Australia

• Latin America

  • Brazil

• Middle East and Africa (MEA)

  • KSA

  • UAE

  • South Africa

List of Key Players of Contact Center Analytics Market

• 8x8, Inc.

• CallMiner

• Cisco Systems, Inc.

• Enghouse Interactive

• Five9, Inc.

• Genesys

• Genpact Ltd.

• Mitel Networks Corp.

• NICE

• Oracle