Farmington, April 21, 2023 (GLOBE NEWSWIRE) -- The Global Contact Center Software Market size was $42.67 Billion in 2022 and is projected to grow $173.9 Billion at a CAGR of 23.2% from 2023 to 2030.Key factors driving the growth of this market include Use of digital services has been increased to ensure customer satisfaction.
With the aid of an Omni channel system, consumers can communicate with the business via a variety of digital channels, including emails, social media, SMS, phone calls, video, live chats, and more. It makes consumers happier by customizing its communication with them.
Request sample copy of report “ The Global Contact Center Software Market Size, Share & Trends Estimation Report By Component Outlook (Solution, Omnichannel Routing, Workforce Engagement Management, Reporting and Analytics, Customer Engagement, Others (CTI, Messaging, Compliance, and Data Integration),Services, Consulting, Integration and Implementation, Training Support and Maintenance), By Type Outlook (Cloud, On-Premise), By Application Outlook (Large Enterprises, Small and Medium-sized Enterprises), Region and Forecasts, 2023 - 2030”published by Contrive Datum Insights.
Segmentation Overview:
Solution Outlook:
In 2022, IVR dominated the market and accounted for more than 21.0% of earnings. Interactive voice response options comprehend tones and accents better than speech recognition software. Interactive voice response systems allow businesses to route callers to the appropriate offices or agents based on their requirements. IVR solutions can also assist customers in answering their own product-related inquiries so they do not have to wait for customer service representatives.
Service Outlook:
Integration and deployment accounted for more than 41.0% of market revenue in 2022. The segment is likely to expand over the next few years as more businesses adopt cloud-based contact centre software options. The integration of multiple applications and tools, such as Customer Relationship Management (CRM), into business processes is a significant investment for companies around the globe. This factor is propelling the expansion of this market segment. The increasing demand for business agility and the rapid deployment of cloud-based solutions are also positive indicators for the integration and deployment market. The managed services sector is anticipated to grow at the highest rate over the next few years.
End Use Outlook:
In 2022, the IT and telecom division accounted for over 24.0% of the market's revenue and dominated the industry. There are no indications that competition will diminish in the IT and telecom industries. Several new companies are entering the industry and attempting to achieve success by employing innovative strategies and concepts. Because of this, companies with an established reputation in the industry are racing to implement contact centre options to improve the efficiency of their business operations
Regional Analysis:
In addition to North America, Europe, Asia-Pacific, Latin America, the Middle East, and India, the global Contact Centre Software market has been analyzed in various other regions. In the near future, the global region will dominate this market.
North America accounted for more than 35.9% of global income in 2021. North America is home to some of the most significant market participants. North American nations are also investing in new technologies such as big data, analytics, and cloud platforms. Both large and small businesses in the region are placing a greater emphasis on enhancing the efficiency of their outbound and inbound operations.
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Scope of Report:
| Report Attributes | Details |
| Growth Rate | CAGR of 23.2 from 2023 to 2030. |
| Revenue Forecast by 2030 | $173.9 Billion |
| By Component | • Solution
|
| By Type |
|
| By Application |
|
| By Companies |
|
| Regions and Countries Covered |
|
| Base Year | 2022 |
| Historical Year | 2017 to 2022 |
| Forecast Year | 2023 to 2030 |
Market Dynamics:
Restraining Factors:
Networks lack sufficient bandwidth to utilize VoIP and cloud-based communications to their full potential: As the rate of digitalization continues to increase, many call centres are implementing VoIP systems and cloud phone platforms to enhance their communication. Modern VoIP systems and cloud telephony platforms are the best methods for call centres to communicate with one another because they require no specialized hardware and it is simple to switch locations.
Opportunity Analysis:
More and more individuals are interested in audio and video conversations: Speech and video analytics include tone, emotion, and sentiment detection analytics, which would aid call centres in comprehending their customers' most pressing issues, fostering customer loyalty, and enhancing the customer experience.
Key Segments Covered:
Top Market Players:
- 8x8, Inc.
- Alcatel-Lucent Enterprise
- Ameyo (Drishti-Soft)
- Avaya Inc.
- Cisco
- Enghouse Interactive Inc.
- Five9, Inc.
- Genesys
- Huawei Technologies Co., Ltd.
- Mitel Networks Corporation
- Oracle,
- SAP,
- Unify, Inc.
By Component:
- Solution
- Omnichannel Routing
- Workforce Engagement Management
- Reporting and Analytics
- Customer Engagement
- Others (CTI, Messaging, Compliance, and Data Integration)
- Services
- Consulting
- Integration and Implementation
- Training Support and Maintenance
By Type
- Cloud
- On-Premises
By Application
- Large Enterprises
- Small and Medium-sized Enterprises
Regions and Countries Covered
- North America: (US, Canada, Mexico, Rest of North America)
- Europe: (Germany, France, Italy, Spain, UK, Nordic Countries, Benelux Union, Rest of Europe)
- Asia-Pacific:(Japan, China, India, Australia, South Korea, Southeast Asia, Rest of Asia-Pacific)
- The Middle East & Africa: (Saudi Arabia, UAE, Egypt, South Africa, Rest of the Middle East & Africa)
- Latin America: (Brazil, Argentina, Rest of Latin America)
- Rest Of the World
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