The global contact center software market size is expected to reach USD 116.02 Billion by 2030 according to a new study by Polaris Market Research. The report “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” gives a detailed insight into current market dynamics and provides analysis on future market growth.
Factors such as increased usage of advanced contact center technologies, as well as increased use of virtualized and cloud-based communication services, are projected to drive demand for these technologies throughout the projection period. Furthermore, increased demand for omnichannel services to decrease the effort necessary to connect end clients, as well as a growing desire for personalized and simpler client interactions to achieve high levels of consumer experience, are all contributing to the trend.
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Consumer goods & retail segment is expected to hold the majority shares over the forecast period due to the increasing deployment of these technologies in order to acquire more customers. Furthermore, digital payment trends are also growing across nations that are expected to increase the demand for cloud-based software in the sector.
North America is expected to hold the majority of shares in the global market due to the increasing adoption of advanced technology coupled with shifting focus towards customer-centric models.
Some of the major market players operating in the global market are ALE International, Unify Inc., Altivon, Amazon Web Services, Inc., Avaya Inc., 8X8, Inc., Twilio Inc., Amtelco, Avoxi, Cisco Systems, Inc., Talkdesk, Inc., Exotel Techcom Pvt. Ltd., Enghouse Interactive Inc., Five9, Inc., Genesys, Microsoft Corp., NEC Corp., SAP SE, Spok, Inc., Ameyo, UiPath, and VCC Live.
Polaris Market Research has segmented the contact center software market report on the basis of service, solution, deployment, end-use, enterprise size, and region:
Contact Center Software, Solution Outlook (Revenue – USD Billion, 2018 – 2030)
- Automatic Call Distribution (ACD)
- Call Recording
- Customer Collaboration
- Computer Telephony Integration (CTI)
- Reporting & Analytics
- Interactive Voice Responses (IVR)
- Workforce Optimization
Contact Center Software, Service Outlook (Revenue – USD Billion, 2018 – 2030)
- Integration & Deployment
- Training & Consulting
- Support & Maintenance
- Managed Services
Contact Center Software, Deployment Outlook (Revenue – USD Billion, 2018 – 2030)
Contact Center Software, Enterprise Size Outlook (Revenue – USD Billion, 2018 – 2030)
- Large Enterprises
- Small & Medium Enterprises
Contact Center Software, End-Use Outlook (Revenue – USD Billion, 2018 – 2030)
- Consumer Goods & Retail
- IT & Telecom
- Travel & Hospitality
Contact Center Software, Regional Outlook (Revenue – USD Billion, 2018 – 2030)
- North America
- Asia Pacific
- South Korea
- Latin America
- Middle East & Africa
- Saudi Arabia
- South Africa