Contact Center Software Market Outlook

Contact center software is a telecommunication system that organizations use to communicate with their customers and optimize inbound and outbound operations. It facilitates smooth interactions through numerous channels, such as video, voice, chatbot conversations, mobile applications, social media, etc. Contact center software also supports real-time call monitoring, analysis, reporting, etc., through a centralized platform. It is usually available in on-premises, hosted, and cloud-based variants and is extensively used by uni- and multi-channel call centers. Besides this, contact center software is highly cost-effective and provides improved visibility and operational control to enterprises.

The global contact center software market size reached US$ 24.9 Billion in 2021. Looking forward, IMARC Group expects the market to reach US$ 70.9 Billion by 2027, exhibiting a growth rate (CAGR) of 19.25% during 2022-2027.

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Contact Center Software Market Trends:

A significant growth of the global telecommunications industry, along with the escalating need for business process automation solutions, is currently driving the global market for contact center software. Moreover, the rising product adoption across multiple sectors, including healthcare, information technology (IT), retail, banking, financial services and insurance (BFSI), media, education, etc., is also providing a thrust to the market growth. Furthermore, various technological advancements, including the integration of the Internet of Things (IoT), artificial intelligence (AI), machine learning (ML), etc., with contact center software, are catering to the dynamic consumer requirements. Numerous other factors, like the growing utilization of call center services by large- and medium-sized organizations and extensive R&D activities are further anticipated to stimulate the market growth during the forecast period.

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Note: In this report you will get detailed analysis of the market, growth analysis graphs, historical period analysis, forecast period analysis, major market segmentation, top leading key players of the market, table of content, list of figures, and list of tables.

Competitive Landscape with Key Players:

The competitive landscape of the industry has also been examined along with the profiles of the key players.

• Aspect Software
• Avaya Inc.
• Cisco Systems Inc.
• Enghouse Interactive Inc.
• Five9 Inc.
• Genesys
• International Business Machines Corporation
• NEC Corporation
• Oracle Corporation
• SAP SE
• Unify Inc. (Atos SE).

Key Market Segmentation:

The report has categorized the market based on component, deployment mode, enterprise size, end use and region.

Breakup by Component:

• Solution
  • Automatic Call Distribution (ACD)
  • Call Recording
  • Computer Telephony Integration (CTI)
  • Customer Collaboration
  • Dialer
  • Interactive Voice Responses (IVR)
  • Others
• Service
  • Integration and Deployment
  • Support and Maintenance
  • Training and Consulting
  • Managed Services

Breakup by Deployment Mode:

• On-premises
• Cloud-based

Breakup by Enterprise Size:

• Large Enterprise
• Small and Medium Enterprise

Breakup by End Use:

• BFSI
• Consumer Goods and Retail
• Government
• Healthcare
• IT and Telecom
• Travel and Hospitality
• Others

Breakup by Region:

• North America (United States, Canada)
• Europe (Germany, France, United Kingdom, Italy, Spain, Others)
• Asia Pacific (China, Japan, India, Australia, Indonesia, Korea, Others)
• Latin America (Brazil, Mexico, Others)
• Middle East and Africa (United Arab Emirates, Saudi Arabia, Qatar, Iraq, South Africa, Others)

Key highlights of the report:

• Market Performance (2016-2021)
• Market Outlook (2022-2027)
• Market Trends
• Market Drivers and Success Factors
• SWOT Analysis
• Value Chain Analysis
• Comprehensive mapping of the competitive landscape

If you need specific information that is not currently within the scope of the report, we will provide it to you as a part of the customization.

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