The global Contact Center Software Market size is expected to reach USD 90.6 billion by 2028, according to a new report by Grand View Research, Inc. The market is expected to expand at a CAGR of 21.1% from 2021 to 2028. Increasing use of social media platforms by customers across the globe is expected to drive the market. Moreover, the growing need to cater to constantly changing customer requirements is further anticipated to fuel market growth over the forecast period.
Contact center software acts as a common platform to
gather customer data for analysis. This software can effectively use
demographic, behavioral, and location-based customer information to
appropriately match the correct agent to the right customer. Moreover, this
approach helps businesses in increasing customer satisfaction while delivering
improvements in cross-sell and upsell rates.
Numerous businesses across the globe are focusing on
adopting contact center software solutions. These solutions are helping
businesses in boosting operational efficiency, improving customer service, and
offering enhanced reporting features for management. Moreover, the rising
demand for improved omnichannel experiences is further expected to fuel market
growth over the forecast period.
Contact center software solutions enable employees to
access customer information and history in real-time. These solutions help
employees to deliver up-to-date and accurate information on products and
choices for issue resolution. Contact centers responded to the increase in call
volumes amidst the COVID-19 pandemic by adopting Artificial
Intelligence (AI)-based virtual agents for customer services.
Related Press Release@ Contact Center Software Market Report
Contact Center Software Market
Report Highlights
- Customer collaboration solution is widely used by businesses to
streamline communication between customers and each department within the
company. Customer collaboration tools simplify two-way interaction
convenient, instant, and effective
- The managed services segment is expected to witness significant growth
over the forecast period. These services are used to manage business
infrastructure and application platforms. Managed services can
help the customer service team to work more reliably and efficiently by
quickly identifying faults and isolate the root cause of infrastructure
outages
- Cloud contact center solutions effectively handle all outbound and
inbound customer communications for a company. Cloud solutions offer an
all-inclusive suite of applications and tools which allow businesses to
deliver efficient customer service across multiple channels, including
SMS, email, voice, and social media
- Large enterprises across the globe are focusing on adopting contact
center solutions to efficiently manage their vast database of customers.
This, as a result, is expected to propel the demand for these solutions in
large enterprises
- Consumer goods and retail businesses are focusing on strengthening
their multichannel interactions with employees, customers, ad systems.
This, in turn, is expected to propel the adoption of contact center
software solutions in the consumer goods and retail industry
- In Asia Pacific, the market is anticipated to emerge as the
fastest-growing regional market, owing to a broad customer base and the
presence of a substantial number of small and medium enterprises in the
region
About Us:
Grand View Research, Inc. is a U.S. based market research
and consulting company, registered in the State of California and headquartered
in San Francisco. The company provides syndicated research reports, customized
research reports, and consulting services. To help clients make informed
business decisions, the company offers market intelligence studies ensuring
relevant and fact-based research across a range of industries including
technology, chemicals, materials, healthcare and energy.
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