Contact Center Software Market - Global Industry Analysis

Contact Center Software Market: Global Industry Analysis, Size, Share, Growth, Trends, and Forecast, 2020-2026

Category: Technology & Media Report Format : PDF Report Code: ZMR-6381 Status : Upcoming

Description

Global Contact Center Software Market: Overview

Contact center solutions assist both the uni-channel and multi-channel call centers to effectively manage large volumes of inbound and outbound communication with their customers. The various types of customer communication include social media messaging, chatbox, SMS, email, fax, live chat, VoIP calls, phone calls, and several other conversations. The primary function of such solutions is to route customers to agents along with their access to report and tracking metrics regarding customer interactions. This solution facilitates businesses to carry out their operations in terms of customer communications over the internet without the requirement of the on-premise PBX phone system. These solutions are easy to set up and can be effectively maintained. Moreover, it is cost-efficient when compared to other alternatives. It offers the organization better visibility and control over several operations. It facilitates the enhanced effectiveness and efficiency of the contact center by improving and focusing on the interaction between customers and contact center agents. The contact center solutions help business organizations to redirect the customer’s incoming call to the available company agents.

Report Scope:

Report Attribute Details
Base Year 2020
Historic Years 2016 - 2020
Forecast Years 2021 - 2028
Segments Covered By Product Type, By Application, and By End Use
Forecast Units Value (USD Billion), and Volume (Units)
Quantitative Units Revenue in USD million/billion and CAGR from 2021 to 2028
Regions Covered North America, Europe, Asia Pacific, Latin America, and Middle East & Africa, and Rest of World
Countries Covered U.S., Canada, Mexico, U.K., Germany, France, Italy, Spain, China, India, Japan, South Korea, Brazil, Argentina, GCC Countries, and South Africa, among others
Number of Companies Covered 10 companies with scope for including additional 15 companies upon request
Report Coverage Market growth drivers, restraints, opportunities, Porter’s five forces analysis, PEST analysis, value chain analysis, regulatory landscape, market attractiveness analysis by segments and region, company market share analysis, and COVID-19 impact analysis.
Customization Scope Avail customized purchase options to meet your exact research needs.

Global Contact Center Software Market: Growth Factors

Several businesses all across the globe are concentrating on a clear and better understanding of the clients concerns to entice customers and thereby it is one of the major factors promoting the growth of the global contact center software market. Moreover, in order to take their client relationship to the next level, organizations are focusing on effective responsiveness using contact center software to lure the customers away from their competitors by offering enhanced customer experience at competitive rates. In today's business world, the exceptional customer experience is the crucial factor that is of utmost importance. However, the growing focus of such solutions on facilitating improved customer experience with the help of innovative ways, including the high usage of the omni-channels, is likely to accelerate the growth of the global contact center software market during the forecast period. The working operations of the businesses are transforming at a relatively fast pace all across the globe. Businesses are refining their service provision and enhancing organizational sales by satisfying customer's needs and requirements. Moreover, the contact center solution is facilitating businesses, a futuristic edge with the use of artificial intelligence and digital transformations, and thereby will create many lucrative growth opportunities in the market in the forthcoming years.

Global Contact Center Software Market: Segmentation

The global contact center software market can be segmented into end-user, enterprise, deployment, service, solution, and region.

By end-user, the market can be segmented into travel & hospitality, IT & telecom, healthcare, government, consumer goods, retail, banking, financial services,  & insurance (BFSI),, and others.

By enterprise, the market can be segmented into small-medium enterprise and large enterprise. By deployment, the market can be segmented as on-premise and hosted.

By service, the market can be segmented into managed services, training & consulting, support & maintenance, and integration & deployment.

By solution, the market can be segmented into workforce optimization, reporting & analytics, interactive voice responses, dialer, customer collaboration, computer telephony integration, call recording, automatic call distribution, and others.

Global Contact Center Software Market: Regional analysis

North America accounts for the largest share in the global contact center software market due to the growing investments from organizations in advanced technologies like cloud platforms, analytics, and big data. Moreover, the significant spike in demand from all sized enterprises to boost their efficiency by enhancing the outbound and inbound is likely to propel the growth of the regional market during the forecast period.

Asia Pacific is expected to grow vigorously at a healthy rate due to the growing initiatives from the government for adopting cloud-based and automated systems in business organizations.

Global Contact Center Software Market: Competitive Players

Some of the significant players in the global contact center software market are Oracle Corporation, Ameyo.com, SAP SE, Bright Pattern, Inc., Five9, Inc., Cisco Systems, Inc., Salesforce.com, Bitrix24, Inc., Talkdesk, Inc., Mitel Networks Corporation, and Genesys Telecommunications Laboratories, Inc.

Global Contact Center Software Market: Regional Segment Analysis

  • North America
    • The U.S.
    • Canada
  • Europe
    • France
    • The UK
    • Spain
    • Germany
    • Italy
    • Rest of Europe
  • Asia Pacific
    • China
    • Japan
    • India
    • South Korea
    • Southeast Asia
    • Rest of Asia Pacific
  • Latin America
    • Brazil
    • Mexico
    • Rest of Latin America
  • Middle East & Africa
    • GCC
    • South Africa
    • Rest of Middle East & Africa

What Reports Provides

  • Full in-depth analysis of the parent market
  • Important changes in market dynamics
  • Segmentation details of the market
  • Former, on-going, and projected market analysis in terms of volume and value
  • Assessment of niche industry developments
  • Market share analysis
  • Key strategies of major players
  • Emerging segments and regional markets
  • Testimonials to companies in order to fortify their foothold in the market.

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FrequentlyAsked Questions

Several businesses all across the globe are concentrating on a clear and better understanding of the clients concerns to entice customers and thereby it is one of the major factors promoting the growth of the global contact center software market. Moreover, in order to take their client relationship to the next level, organizations are focusing on effective responsiveness using contact center software to lure the customers away from their competitors by offering enhanced customer experience at competitive rates.

Some of the significant players in the global contact center software market are Oracle Corporation, Ameyo.com, SAP SE, Bright Pattern, Inc., Five9, Inc., Cisco Systems, Inc., Salesforce.com, Bitrix24, Inc., Talkdesk, Inc., Mitel Networks Corporation, and Genesys Telecommunications Laboratories, Inc.

North America accounts for the largest share in the global contact center software market due to the growing investments from organizations in advanced technologies like cloud platforms, analytics, and big data. Moreover, the significant spike in demand from all sized enterprises to boost their efficiency by enhancing the outbound and inbound is likely to propel the growth of the regional market during the forecast period.

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