Contact center software programs make interactions through voice, social media, email, and the web accessible from virtually anywhere. They allow companies to manage high volumes of inbound and outbound customer communication across a range of channels and in doing so, enhance ROI, employee empowerment and customer experience. Furthermore, the emergence of AI-based intelligent virtual assistants in contact center software solutions is expected to further boost market growth in the coming years.
The global contact center Software market can be segmented by solution, by deployment type, organization size, and industry verticals.
On the basis of solution, the market can be segmented into customer collaboration, intelligent virtual assistants, workforce optimization, dialers, reporting & analytics, IVR, and others. The IVR segment is anticipated to hold the largest market share, due to the decline in call drops and increase in customer satisfaction.
On the basis of deployment type, the market can be segmented into on-premises & cloud. The cloud segment is projected to grow with the highest CAGR during the forecast period, owing to the cost-effective nature of this deployment type.
On the basis of organization size, the market can be segmented into SMEs and large enterprises. The SMEs segment is expected to grow at the highest CAGR during the forecast period, owing to the rapid adoption of contact center solutions by small and medium enterprises.
On the basis of industry vertical, the market can be segmented into BFSI, consumer goods & retail, government, healthcare, IT & telecom, travel & hospitality, and others. The BFSI segment, which includes commercial banks, non-banking financial companies, stock brokerage firms, payment gateway providers, and insurance companies, is expected to account for the largest market share during the forecast period, due to the critical financial data and credit risks specific to this segment.
Geographically, the global contact center software market has been segmented into North America, Europe, Asia Pacific, and Latin America and the Middle East & Africa (LAMEA).
Got questions about your regional growth of
Contact Center Software Market?
Just drop us a line or call on +1 646 480 7505
North America is expected to hold the largest share in the global contact center software market during the forecast period, backed by innovation and high focus on new technological development, especially in developed economies such as the U.S. and Canada. The Asia Pacific contact center software market is expected to grow at a high rate, due to the presence of a large number of SMEs and a vast customer base.
The Europe market presents lucrative opportunities for the contact center software market. The Western Europe contact center software market is mainly driven by the public sector and travel & hospitality and retail & CPG verticals. The Eastern Europe market is slated to witness rapid growth with demand primarily stemming from financial services sectors and telecom.
LAMEA is a prominent region in the contact center software market. Customers in the Middle East are driving the region’s evolving digital landscape and seeking better services. Contact center software solutions are witnessing significant growth across industries such as banking and finance, healthcare, telecom, retail, and travel in the LAMEA region.
Some of the key players in the market are Alcatel-Lucent Enterprise, Cisco Systems, Inc., Avaya Inc., Huawei Technologies Co., Ltd., Mitel Networks Corporation, Oracle Corporation, SAP SE, Unify, Inc., IBM Corporation, and Enghouse Interactive Inc. Most of these companies emphasize on user feedback and incorporate it to streamline their operations in order to improve customer satisfaction. Additionally, companies are also investing in R&D to develop innovative products.
Global Contact Center Software Market Segmentation
By Deployment Type
By Organization Size
By Industry Vertical