How big is the Contact Centre Analytics Market | Key Drivers 2025

Q: What is the size of the contact centre analytics market in 2024 and how fast is it growing?

The market size is USD 1.9 billion in 2024, growing at a CAGR of 20.6% through 2031.

Q: What is the projected market size of contact centre analytics by 2031?

The market is expected to reach approximately USD 8.1 billion by 2031.

Q: What is the overall growth percentage of the market from 2024 to 2031?

The market is anticipated to grow by 326% over the forecast period.

Q: Which technologies are influencing the growth of the contact centre analytics market?

AI, cloud computing, NLP, speech and sentiment analytics are key technologies driving growth.

Q: How does 6W market outlook report help businesses in making decisions?

6W monitors the market across 60+ countries Globally, publishing an annual market outlook report that analyses trends, key drivers, Size, Volume, Revenue, opportunities, and market segments. This report offers comprehensive insights, helping businesses understand market dynamics and make informed decisions.

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Code: MTA4968

Publication Date: Jul 2025

What is the Contact Centre Analytics Market Size?

According to 6Wresearch internal database and industry insights, the Contact Centre Analytics market was valued at USD 1.9 billion in 2024 and is anticipated to exceed USD 8.1 billion by 2031, registering a steady at a CAGR of 20.6% during the forecast period.

The contact centre analytics market is rapidly expanding due to increasing reliance on AI-driven customer engagement, rising demand for real-time analytics, and the adoption of cloud-based solutions. Organizations are leveraging analytics to improve customer satisfaction, reduce churn, and enhance agent productivity. Growth is also propelled by omnichannel communication and the need for personalized customer experiences.

Major Growth Factors of the Contact Centre Analytics Industry

Rise in AI and machine learning integration
Increasing demand for real-time customer insights
Shift to cloud-based analytics platforms
Need for operational efficiency and reduced call center costs
Growing focus on customer satisfaction and retention
Expansion of omnichannel customer interactions
Emergence of remote and hybrid contact centres
Advancements in speech and text analytics

Contact Centre Analytics Market Trends

The market is witnessing a strong shift toward integrated omnichannel analytics platforms that provide real-time customer insights across voice, chat, email, and social channels. There’s a growing trend in leveraging artificial intelligence for predictive and sentiment analytics, along with automation tools for agent assistance and performance monitoring.

Emerging Developments in the Contact Centre Analytics Industry

Recent developments include the use of large language models for auto-summarization and emotion detection, hybrid AI systems for agent training, and cloud-native solutions tailored for remote operations. Companies are also exploring real-time multilingual analytics and AI-driven quality assurance to optimize customer experiences.