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Contact Center Software Market Size, Share & Trends Analysis Report By Solution, By Enterprise Size, By End Use, By Service, By Deployment And Segment Forecasts From 2022 To 2030

Report ID: MN17619917  |  Published: November 2022  |  No of Pages: 170
Format: Electronic (PDF)  |  Industry: Software

The global contact center software market size is slated to value USD 149.58 billion by 2030, advancing at a CAGR of 23.2% during the forecasted timeframe. The industry has recorded progressive growth owing to the need for customized and streamlined customer interactions to gain high consumer satisfaction which will drive market growth. Moreover, the surging need to cater to the ever-changing consumer requirements will also propel the industry expansion. Contract center software allows enterprises to coordinate services across various communication channels to enhance customer experience. The rising need for technology across industries like healthcare, BFSI, travel and hospitality, public organizations, and travel and hospitality will positively influence business revenue.

The advent of advanced technologies such as Artificial Intelligence (AI) along with its integration in these solutions has allowed companies to automate their routine interactions and help them resolve their issues. Additionally, it also helps in predicting new market trends with the help of machine learning algorithms and helps understand what the customers expect to increase client retention.

It is worth noting that, contact center software helps organizations boost their operational efficiency, enhance client assistance, and offer a technological upgrade. Additionally, combining new frameworks with prevailing ones in the working environment and the rapidly increasing demand for the application of new contact centers will fuel market growth.

Post-coronavirus pandemic, a large number of companies with on-premise systems are likely to shift their contact centers over cloud, thus driving the adoption of cloud-based contact center software rapidly. Noticing, its wide adoption many companies are now launching cloud contact center software. Such as, in October 2022, Ethio Telecom- a prominent internet and telephone service provider in Ethiopia unveiled a cloud-based omnichannel contact center with an aim to automate and standardize the process of receiving and responding to consumer requests across a wide number of communication platforms like websites, email, voice call, SMS, and chatbot.

On the basis of solution insights, IVR led the segment as it understands the requirements of the customers through speech recognition technology and notifies the operatives regarding any updates. In a similar manner, workforce optimization is likely to grow rapidly as it enhances an agent’s performance and capabilities. Contact centers that experience high call volumes adopt IVR systems to handle a number of calls simultaneously without customers noticing that there are other calls awaiting

On the basis of deployment, cloud segment is expected to witness noteworthy applications in the times to come due to its capabilities like ease of implementation, enhancements, deployment, and various others. The use of cloud-based technology also helps in reducing enterprise operational cost over time. Access to advanced and updated product capabilities is permitting businesses to focus mainly on extending personalized services, thus meeting the demands of the customers.

With respect to the size of enterprise, large enterprises are likely to gain a considerable revenue stake over time. The integration of cloud solutions and Artificial Intelligence with contact centers is driving the adoption of software across large companies.

Although, in the case of small and medium enterprises, contact center software is witnessing commendable application as it is increasingly being used to increase the customer base. The software provides agents analytical skills that help in providing customer satisfaction during communication. Moreover, many cloud contact center software providers are now offering advanced technology at a reasonable price thus supporting its use in small and medium sized companies.

Geographically, North America led by the U.S. held a significant share of the market revenue over time due to increased integration and innovation in technologies such as AI, Big Data, and cloud computing. These technologies have offered real-time analytics to contact center software. The healthcare, BFSI, retail, and public sector in regions like Canada and the U.S., highly focus on offering superior customer service, thus propelling the application of contact center software in the region.

Along similar lines, Asia Pacific has also emerged as a key revenue pocket for contact center software providers owing to the burgeoning increase in the number of IT and ITES giants in the region. Many sectors of the economy such as healthcare, and BFSI are witnessing rapid expansion in the region. This has driven the need to build a strong customer relationship thus supplementing the use of advanced contact center software in the region. 

Contact Center Software Market Report Key Takeaways

  • IVR solution dominated the segment holding 22% of the total market share in the year 2021. The expansion may be attributed to the surging need for an optimized and reliable technology that helps improve customer experience across various sectors of the economy thus making the business profitable.
  • With respect to deployment, cloud-contact center software is leading the market and will continue to do so owing to the demand for highly advanced IT technologies that not only enhance the work quality but are also cost-effective. With companies of all sizes making a transition to cloud platforms, especially after the COVID-19 pandemic, the cloud segment will continue to notice favorable applications to automate operations and enhance productivity.
  • Large enterprise segment led the market in 2021 and accounted for a revenue share of over 57%. Large companies have a relatively large customer base and are thus likely to heavily invest in advanced technologies such as contact center software to improve the quality of customer service.
  • Small and medium-sized enterprises are slated to hold a significant stake in the market in the times to come due to their growing presence across the globe and the availability of technology such as cloud contact center software at an affordable cost.
  • Regional-wise, North American contact center software market dominated the segment, accounting for 36% of the total revenue stake in 2021. Robust industries such as BFSI, healthcare, and the retail sector in regions like the U.S. has encouraged technological development, thus leading to the presence of an active and updated IT industry. This has widened the regional scope for contact center software business over time.
  • Economic development in Asia Pacific is a major factor propelling contact center software market growth. APAC led by countries like South Korea, Japan, India, Singapore, and Thailand has shown robust development in their IT sector over the years. This has highlighted the need for advanced, and automated services like contact center software to enhance the outcomes of IT.


Contact Center Software Market Segments 

  • Contact Center Software Solution Outlook (Revenue, USD Million, 2017 - 2030)
    • Automatic Call Distribution (ACD)
    • Call Recording
    • Computer Telephony Integration (CTI)
    • Customer Collaboration
    • Dialer
    • Interactive Voice Responses (IVR)
    • Reporting & Analytics
    • Workforce Optimization
    • Others
  • Contact Center Software Service Outlook (Revenue, USD Million, 2017 - 2030)
    • Integration & Deployment
    • Support & Maintenance
    • Training & Consulting
    • Managed Services
  • Contact Center Software Deployment Outlook (Revenue, USD Million, 2017 - 2030)
    • Hosted
    • On-premise
  • Contact Center Software Enterprise Size Outlook (Revenue, USD Million, 2017 - 2030)
    • Large Enterprise
    • Small & Medium Enterprise
  • Contact Center Software End Use Outlook (Revenue, USD Million, 2017 - 2030)
    • BFSI
    • Consumer Goods & Retail
    • Government
    • Healthcare
    • IT & Telecom
    • Travel & Hospitality
    • Others
  • Contact Center Software Regional Outlook (Revenue, USD Million, 2017 - 2030)
    • North America
      • U.S.
      • Canada
    • Europe
      • Germany
      • U.K.
      • Spain
    • Asia Pacific
      • China
      • India
      • Japan
    • Latin America
      • Brazil
    • Middle East & Africa 
  • List of Key Players in Contact Center Software Market
    • 8X8, Inc.
    • ALE International
    • Altivon
    • Amazon Web Services, Inc.
    • Ameyo
    • Amtelco
    • Aspect Software
    • Avaya Inc.
    • Avoxi
    • Cisco Systems, Inc.
    • Enghouse Interactive Inc.
    • Exotel Techcom Pvt. Ltd.
    • Five9, Inc.
    • Genesys
    • Microsoft Corp.
    • NEC Corp.
    • SAP SE
    • Spok, Inc.
    • Talkdesk, Inc.
    • Twilio Inc.
    • UiPath
    • Unify Inc.
    • VCC Live
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