Contact Center Software Market
Contact Center Software Market
The Contact Center Software Market is estimated to reach USD 91 billion by the end of 2027, expanding at a CGAR of 20.8% over the forecast period (2020-2027).
The factors driving the growth of Contact Center Software Market includes rise in the call volumes in customer care centers, growing emphasis on streamlining and personalizing customer interactions and increasing awareness about consumer rights. According to the report published by Statista, the Global Call Center Market was valued around USD 339.4 billion in 2020 and is predicted to reach USD 496 billion by the end of 2027, which will boost the Global Contact Center Software Market in the approaching years. Moreover, the increasing adoption of advanced technologies such as Cloud Computing, Artificial Intelligence (AI) and Internet of Things (IoT), rising investments by leading players on research and development and emerging need to automate customer service, are some of the additional factors supplementing the Contact Center Software Market size. In addition, rise in the number of internet-based services, growing use of social media platforms in contact center operations, rapid urbanization, growing disposable incomes and rising population growth rates, are further contributing to the market growth.
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However, the growth of Contact Center Software Market is hindered due to high cos of contact center solutions.
The prominent players operating in the Contact Center Software Market includes Ameyo, 8×8, Inc., 3CLogic, ALE International, Aspect, BT, Cisco, Enghouse Interactive, Avaya Inc., and Genesys, among others.
Organization Size – Segment Analysis
Based on Organization Size, the Large Enterprises segment is predicted to expand at a significant CAGR during the forecast period. The increasing use of adoption of advanced contact center software by large enterprise to handle large number of call volumes and growing emphasis by these organizations about improving customer agent interactions, are some of the factors augmenting the segment’s growth.
Vertical – Segment Analysis
Based on Vertical, the BSFI segment is expected to grow at a remarkable CAGR over the forecast period because these software helps the banking institutions to handle customer queries coming from multiple channels.
Regional – Segment Analysis
Based on Region, the North American region is anticipated to capture a sizeable market share during the forecast period. The presence of the key companies such as Enghouse Interactive (U.S.), Avaya Inc. (U.S.), growing awareness of contact centers, high per disposable incomes and rising population growth rates, are some of the important factors accelerating the Contact Center Software Market share in North America.
Market Segmentation
Global Contact Center Software Market by Component
- Solution
- Automatic Call Distribution (ACD)
- Call Recording
- Computer Telephony Integration (CTI)
- Customer Collaboration
- Dialer
- Interactive Voice Responses (IVR)
- Reporting & Analytics
- Workforce Optimization
- Others
- Services
- Integration & Deployment
- Support & Maintenance
- Training & Consulting
- Managed Services
Global Contact Center Software Market by Deployment Type
- Cloud
- On-Premises
Global Contact Center Software Market by Organization Size
- Large Enterprises
- Small & Medium-Sized Enterprises
Global Contact Center Software Market by Vertical
- BFSI
- Consumer Goods & Retail
- Healthcare
- IT & Telecom
- Government
- Travel & Hospitality
- Media & Entertainment
- Others
Global Contact Center Software Market by Region
- Asia Pacific
- China
- Japan
- India
- Rest of APAC
- North America
- United States of America
- Canada
- Europe
- United Kingdom
- Germany
- France
- Spain
- Rest of Europe
- RoW
- Brazil
- South Africa
- Saudi Arabia
- UAE
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