Analytics & observability for real-time voice/video call platforms

Analytics & observability for real-time voice/video call platforms targets a $12.0B = 300,000 companies with voice/video needs × $40K ACV per company (covers contact center analytics, CPaaS analytics modules, and product-embedded call observability) total addressable market with medium saturation and a year-over-year growth rate of 12% CAGR — market research estimates for contact center software and CPaaS analytics growth (MarketsandMarkets/Gartner synthesis).

Key trends driving demand: Trend — WebRTC and CPaaS adoption continues to rise, creating many heterogeneous sources of call telemetry that need normalization and observability.; Trend — Improved and cheaper speech-to-text and embedding models make automated transcription, summarization and scoring cost-effective at scale.; Trend — Organizations want unified observability across channels (voice, video, chat), which creates demand for a platform that normalizes and centralizes call-specific metrics.; Trend — Regulatory pressure on recording, consent and data residency is increasing demand for vendor solutions that provide compliance-ready ingestion and storage..