LONDON, January 25, 2022 /PRNewswire/ — The global contact center software market in terms of revenue was worth $24.22 billion in 2021 and is expected to reach $59.86 billion in 2028, growing at a CAGR of 13.8% from 2021 to 2028 Research by Brandessence Market Research & Consulting Pvt ltd.
Growing demands for technology solutions from IT and telecommunications, BFSI, government, consumer goods, retail sectors and other industries are expected to drive the growth of the market. Contact Center Software Market by Component (Software (Intelligent Call Routing, Intelligent Virtual Assistants, Workforce Optimization, Reporting & Analytics, Security), Fraud Management, Network Security, Others (Dialers) Predictive Dialer, Preview Dialer, Progressive Dialer, (Customer Collaboration, Call Recording, Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Automatic Call Distribution (ACD), Others), Service (Professional Services, Services managed) ) By Deployment (Cloud, On-Premise) By Organization (Large Enterprise, Small & Medium Enterprise), Industry Analysis, Trends & Forecast to 2022-2028”
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Scope of the Global Contact Center Software Market Report:
Contact Center software is a technological tool that deals with the efficiency and effectiveness of a contact center with a particular focus on the interactions between customers and contact center agents. It is a space where all conversations with customers take place on all social networks. The Center is a central point from which all contacts are managed. This provides facilities to manage customer contacts through different mediums such as email, fax and telephone among others. The software comes in many forms and functions such as auto dialer, contact center monitors, call accounting solutions, call analytics, predictive driver, computer telephony interactive voice response, call recording and automatic call distributor. The software is used to improve customer service management to increase communication, accountability, productivity and efficiency.
The leading global contact center software companies are:
- Cisco Systems Inc.
- IBM company
- Mitel Company
- NEC company
- Nice Systems Ltd.
- Oracle Corporation
- SAP SE
- Oracle Corporation
- Nice Ltd
- BT Group
- 8*8 contact center
- Alcatel-Lucent Enterprise
- Avaya, Inc.
- Huawei Technologies Co., Ltd.
- Microsoft Corporation
- Others are also contributing to the contact center software market
Contact Center Software Market Dynamic
Contact center software has a growing need to meet customer requirements and increase omnichannel communications and is the major driver of the global contact center software market. Growing demands from IT & Telecom, BFSI, government, consumer goods, and retail industries are expected to drive the market growth. Customers can communicate and unite with institutions through a number of channels like email, text, voice, mobile and social media. Omnichannel Contact Center software enables institutions to provide a personal touch to customer interactions when delivering services. Businesses need a solution that provides centralized control of service delivery across all separate channels. Therefore, companies have started using omnichannel communication platforms that merge all channels and provide a compatible customer experience.
However, difficult to mix with inherent systems and on-premises software is stationed on-site and cannot be moved, the term on-premises software itself also explains that the software is self-explanatory, meaning it is local to a contact center and whenever the administrators, supervisors, representatives, and agents are not active on-site and thus act as hindrances for the growth of the contact center software market.
Moreover, the growing developments in the technological field such as Internet of Things (IOT), analytics and artificial intelligence (AI) may create significant opportunities for revenue growth during the forecast period.
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Contact Center Software Key Segmentation Analysis:
The global Contact Center Software Market report is segmented on the basis of Components, Deployment, Organization, Vertical & Regional Level and Country Level. On the basis of components, the global contact center software market is segmented into software and services. Software is further divided into Intelligent Call Routing, Workforce Optimization, Reporting and Analytics, Intelligent Virtual Assistants, Security, Dialers, Customer Collaboration, Automatic Call Distribution (ACD), Computer Telephony Integration ( CTI), call recording, interactive voice response (IVR) and others. The services segment is also divided into professional services and managed services. Based on deployment, the market is categorized into on-premises and cloud-based. Based on organization, the market is fragmented into small and medium enterprises and large enterprises. Based on vertical, the market is segmented into Consumer Goods & Retail, BFSI, Healthcare, Government, IT & Telecom, Media & Entertainment, Travel & Hospitality.
Key Benefits for Contact Center Software Market Report–
- The Global Contact Center Software Market report covers in-depth historical and forecast analysis.
- Global Contact Center Software Market research report provides in-depth information about market introduction, market summary, global market revenue (income in USD), market drivers, market restraints , market opportunities, competitive analysis, regional and national levels.
- The Global Contact Center Software Market report helps to identify opportunities in the market.
- The Global Contact Center Software Market report covers an in-depth analysis of emerging trends and competitive landscape.
The Special Requirements Contact Center Software Market report is also available for the region below:
- Germany, France, United Kingdom, Italy, Spain, Sweden, Netherlands, Turkey, Switzerland, Belgium, Rest of Europe
- South Korea, Japan, China, India, Australia, Philippines, Singapore, Malaysia, Thailand, Indonesia, Rest of APAC
- Mexico, Colombia, Brazil, Argentina, Peru, Rest of Latin America
Middle East and Africa
- Saudi ArabiaUnited Arab Emirates, Egypt, South Africa, Rest of MEA
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