The
global Contact
Center Software Market size is expected to reach USD 149.58 billion by
2030, expanding at a CAGR of 23.9% from 2023 to 2030, according to a new report
by Grand View Research, Inc. The contact center software market encompasses
software and services used by organizations to streamline business processes
and enhance customer interactions. It involves real-time call monitoring, agent
assignment, and centralized reporting for improved efficiency. Contact center
software plays a crucial role in facilitating effective communication between
contact center workers and clients, leading to enhanced productivity.
The
strong emphasis businesses are putting on leveraging the advances in the latest
technologies and integrating Artificial Intelligence (AI) and machine
learning into their business processes is expected to drive the market
further. For instance, in May 2023, Anthropic, an AI safety and research
company, and Zoom, a video communication platform provider, established a
partnership where Anthropic's generative AI model would be integrated into
Zoom's Contact Center portfolio. As part of this collaboration, Zoom also made
an investment in Anthropic, although specific details regarding the amount and
terms of the investment were not disclosed.
The
adoption of advanced technologies such as cloud-based solutions and AI has
emerged as a key driver for the contact center software market. Cloud-based
solutions offer scalability, flexibility, and cost-effectiveness, allowing
organizations to easily manage and scale their contact center operations.
AI-powered features like chatbots, natural language processing, and
sentiment analysis enhance customer interactions by providing personalized and
efficient support. These technologies not only improve customer satisfaction
but also contribute to operational efficiency, enabling contact centers to
handle a higher volume of inquiries and optimize agent productivity.
The
COVID-19 pandemic has had a significant positive impact on the contact center
software market. With the sudden shift towards remote work and the need for
virtual customer service solutions, organizations across various industries
have turned to contact center software to ensure uninterrupted customer
support. The pandemic has highlighted the importance of robust and flexible contact
center solutions that can be accessed remotely. As a result, businesses have
invested heavily in contact center software to enable their agents to work from
home and continue providing seamless customer service.
List of Key Players in the Contact Center Software Market
- 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
Corporation
- NEC Corporation
- SAP SE
- Spok, Inc.
- Talkdesk,
Inc.
- Twilio Inc.
- UiPath
- Unify Inc.
- VCC Live
Related Press
Release@ Contact
Center Software Market Report
Contact Center Software Market Report Highlights
- The customer
collaboration segment is expected to witness significant growth over the
forecast period. Customer collaboration solutions are widely used by
businesses to streamline communication between customers and relevant
departments. Customer collaboration tools are instant, effective, and
convenient to use and can potentially simplify two-way interaction.
Businesses are adopting customer collaboration solutions to quickly track,
receive, and resolve customer support queries
- The managed
services segment is expected to witness significant growth over the
forecast period. Managed services help in managing business infrastructure
and application platforms. These services can particularly help the
customer service team in quickly identifying faults, isolating the root
cause of infrastructure outages, and subsequently, working more reliably
and efficiently. Businesses opt for managed services to effectively manage
their complex IT infrastructure
- The growing
expenses being incurred on on-premise systems amid a highly competitive
business environment are prompting businesses to switch to cloud-based
solutions. Cloud-based contact center solutions can effectively handle all
outbound and inbound communications while offering an all-inclusive suite
of applications and tools that can allow businesses to deliver efficient
customer service across multiple channels, including SMS, email, voice,
and social media
- The
increasing adoption of emerging technologies by large enterprises to
automate repetitive tasks and improve operational efficiency is driving
the demand for contact center solutions in large enterprises. As
organizations strive to enhance productivity and streamline their customer
service operations, the need for advanced contact center solutions is
projected to grow significantly
- Consumer
goods and retail businesses are focusing on strengthening their
multichannel interactions with employees and customers. The rising
popularity of online shopping is further driving the need for continuous
customer service facilities, which in turn, is expected to propel the
adoption of contact center solutions by the incumbents of the consumer
goods & retail industry
- Asia Pacific
is anticipated to emerge as the fastest-growing regional market owing to a
broader customer base and the presence of a substantial number of small
and medium enterprises in the region. Intensifying competition between the
local and international companies is also expected to propel the adoption
of contact center solutions
Contact Center Software Market
Report Scope
|
Report Attribute |
Details |
|
Market
size value in 2023 |
USD 33.38
billion |
|
Revenue
forecast in 2030 |
USD
149.58 billion |
|
Growth
rate |
CAGR of
23.9% from 2023 to 2030 |
|
Actual
Data |
2017 -
2023 |
|
Forecast period |
2024 - 2030 |
Request For A Free Consultation @ https://www.grandviewresearch.com/request-free-consultation/5188/rfc
Contact Center Software Market Segmentation
Grand
View Research has segmented the global contact center software market on the
basis of solution, service, deployment, enterprise size, end-use, and region:
Contact Center Software Solution Outlook (Revenue, USD
Billion, 2017 - 2030)
- Automatic
Call Distribution (ACD)
- Call
Recording
- Computer
Telephony Integration (CTI)
- Customer
Collaboration
- Dialer
- Interactive
Voice Responses (IVR)
- Reporting
& Analytics
- Workforce
Optimization
- Others
Contact Center Software Service Outlook (Revenue, USD
Billion, 2017 - 2030)
- Integration
& Deployment
- Support
& Maintenance
- Training
& Consulting
- Managed
Services
Contact Center Software Deployment Outlook (Revenue, USD
Billion, 2017 - 2030)
- Hosted
- On-premise
Contact Center Software Enterprise Size Outlook (Revenue,
USD Billion, 2017 - 2030)
- Large
Enterprise
- Small &
Medium Enterprise
Contact Center Software End-use Outlook (Revenue, USD
Billion, 2017 - 2030)
- BFSI
- Consumer
Goods & Retail
- Government
- Healthcare
- IT &
Telecom
- Traveling
& Hospitality
- Others
Contact Center Software Regional Outlook (Revenue, USD
Billion, 2017 - 2030)
- North
America
- U.S.
- Canada
- Europe
- Germany
- U.K.
- Spain
- France
- Asia Pacific
- China
- India
- Japan
- South Korea
- Australia
- Latin
America
- Brazil
- Mexico
- Middle East
& Africa
- Kingdom of
Saudi Arabia (KSA)
- UAE
- South
Africa
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.
Contact:
Sherry James
Corporate Sales Specialist, USA
Grand View Research, Inc
Phone: 1-415- 349-0058
Toll Free: 1-888- 202-9519
Email: sales@grandviewresearch.com
For More Information: https://www.grandviewresearch.com
No comments:
Post a Comment