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contact center software market

Contact Center Software Market Share, Size, Trends, Industry Analysis Report, By Solution, By Service, By Deployment (Hosted, On-premise) By Enterprise Size (Large Enterprises, Small & Medium Enterprises) By End-Use, By Region; Segment Forecast, 2022 - 2030

  • Published Date: Mar 2022
  • Pages: 118
  • Format: PDF
  • Report ID: PM2352
  • Base Year: 2021
  • Historical Data: 2018 - 2020

Report Summary

The global contact center software market was valued at USD 23.81 billion in 2021 and is expected to grow at a CAGR of 20.3% during the forecast period. The expansion in omnichannel interaction, as well as the growing need to adapt to changing client expectations, are the primary reasons driving the development of the industry.

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A contact center system is a technological solution that improves the efficacy and productivity of a contact center by easing communications among consumers and contact center personnel. The ongoing COVID-19 pandemic is expected to propel industry growth during the forecast period.

Businesses across the world are adopting work-from-home policies in order to reduce virus transmission, which in turn has pushed organizations to adopt contact center software in order to provide seamless quality services. This software allows companies to interact with their clients remotely. Increasing implementation of these technologies due to software benefits is expected to fuel the contact center software market demand.

Industry Dynamics

Growth Drivers
Significant technical advancements in client interaction control and the incorporation of machine intelligence and artificial intelligence into company operations are projected to fuel contact center software industry expansion. Furthermore, businesses are concentrating on incorporating stacking technologies throughout their operations since it allows agents to answer customer concerns and inquiries throughout all interaction platforms consistently.

Furthermore, enhancing client services management, boosting efficiency, cost-effectiveness, increasing sales deals, identifying urgent calls, superior customer experiences, and increased security are some of the prime factors which are expected to increase the demand for the contact center software market over the forecast period.

The technology boosts organization productivity and ensures that every client gets their demand in a timely manner. These contact center software can handle any inquiry, such as ticket assistance, marketing, meeting scheduling, and technical difficulties, smoothly.

Report Segmentation

The market is primarily segmented based on solution, service, deployment, enterprise size, end-use, and region.

By Solution

By Service

By Deployment

By Enterprise Size

By End-Use

By Region

  • Automatic Call Distribution (ACD)
  • Call Recording
  • Customer Collaboration
  • Computer Telephony Integration (CTI)
  • Dialer
  • ¬†Reporting & Analytics
  • Interactive Voice Responses (IVR)
  • Workforce Optimization
  • Others
  • Integration & Deployment
  • Training & Consulting
  • Support & Maintenance
  • Managed Services
  • Hosted
  • On-premise
  • Large Enterprises
  • Small & Medium Enterprises
  • BFSI
  • Consumer Goods & Retail
  • Government
  • Healthcare
  • IT & Telecom
  • Travel & Hospitality
  • Others
  • North America (U.S., Canada)
  • Europe (France, Germany, UK, Italy, Spain, Netherlands, Russia)
  • Asia Pacific (Japan, China, India, Malaysia, Indonesia. South Korea)
  • Latin America (Brazil, Mexico, Argentina)
  • Middle East & Africa (Saudi Arabia, UAE, Israel, South Africa)

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Insight by Deployment

On-premise segment is expected to hold the majority shares in the global contact center software industry as these systems provide customizability and reliability. The on-premise installation refers to a paradigm in which all of the equipment and technology required to operate and manage a contact center is located on the customer location. The advantages of these solutions' customization may be enjoyed only by organizations that provide a high volume of specialized solutions.

Insights by Solution

The interactive Voice Responses (IVR) segment is expected to hold a significant share in the global market during the projected period due to the rising acceptance of sophisticated innovations, as well as the increasing number of contacts. Furthermore, rising cloud-based solutions equipped with strong business requirements, and expanding integration of new techniques, have all aided the segment growth.

Insight by Enterprise Size

Large enterprises segment is expected to dominate the global market over the projected period due to the increasing adoption of advanced technology and cloud-based softwares due to a vast customer base. Furthermore, large businesses invest massive amounts in technology up-gradation in order to compete in the market and to increase the productivity and efficiency of their employees.

Geographic Overview

North America dominated the global contact center software market in 2021 and is expected to maintain its dominance over the forecast period due to the early adoption of novel technologies in this region. Furthermore, the presence of a vast number of key players such as Avaya Inc., Enghouse Interactive, 8√ó8, Inc., and several others is expected to create lucrative opportunities for market growth.

Asia Pacific is expected to grow at a considerable pace over the projected period due to a large consumer base and the existence of a significant volume of small and medium businesses in the territory. Moreover, increasing government initiatives in order to digitalize business by implementing cloud computing services is expected to propel the market demand in the region.

Competitive Insight

Major players operating in the global contact center software market include 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., and VCC Live.

These players are investing in research & development and are adopting strategies such as mergers and acquisition, portfolio expansion, partnerships & collaboration, and others to increase their customer base and enlarge their market presence. For instance, Five9 teamed with Conn3ct, a CX, system integration, and networking equipment connectivity supplier, in December 2020 to use the latter's array of interaction platforms to improve client interactions and enhance its footprint in EMEA.

Contact Center Software Market Report Scope

Report Attributes

Details

Market size value in 2021

USD 23.81 billion

Revenue forecast in 2030

USD 116.02 billion

CAGR

20.3% from 2022 - 2030

Base year

2021

Historical data

2018 - 2020

Forecast period

2022 - 2030

Quantitative units

Revenue in USD million/billion and CAGR from 2022 to 2030

Segments covered

By Solution, By Service, By Deployment, By Enterprise Size, By End-Use, By Region

Regional scope

North America, Europe, Asia Pacific, Latin America, Middle East & Africa

Key Companies

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., and VCC Live.

Key Take-Away
Polaris Market Research
Contact Center Software Market Size Global Report, 2022 - 2030