Contact Center Software Market (By Solution: Automatic Call Distribution, Computer Telephony Integration, Call Recording, Dialer, Customer Collaboration, Reporting & Analytics, Interactive Voice Responses, Workforce Optimization, Others; By Service: Integration & Deployment, Support & Maintenance, Training & Consulting, Managed Services; By Deployment: Hosted, On-premise; By Enterprise Size; By End-User) and by Region (Europe, North America, Middle East, Asia Pacific, Africa, and Latin America)- Size, Outlook, Share, and Opportunity Analysis, 2023 – 2030.
The global Contact Center Software Market is estimated to be valued at US$ 41.9 billion in 2023 and is expected to exhibit a CAGR of 21.2 % over the forecast period (2023-2030), as highlighted in a new report published by Coherent Market Insights.
Market Overview:
Contact center software is a gathering of apps that mechanize key contact center procedures. Contact center software aids companies control prices, developing managers, observing and increasing the user experience, managing compliance with laws and rules, and others. Contact center software enables organizations to maintain a high volume of incoming and outbound customer infrastructures over a range of channels.
Competitive Landscape:
Key players involved in the growth of the global Contact Center Software Market are Aspect Software, 8X8, Inc., Avaya Inc., Exotel Techcom Pvt. Ltd., ALE International, Genesys, Altivon, Cisco Systems, Inc., Amazon Web Services, Inc., Ameyo, Amtelco, Enghouse Interactive Inc., Avoxi and Five9, Inc.
Market Key Drivers:
The rising usage of omnichannel communication is projected to boost the growth of the global Contact Center Software Market. For instance, as per the research around 67% of the companies use omnichannel across the globe.
A rising focus on data analytics and AI is expected to drive the growth of the global Contact Center Software Market. For instance, as per sources around 200,000 to 1,000,000 people are titled as data scientists.
Covid-19 Impact Analysis:
The Covid-19 outbreak has positively affected the growth of the global Contact Center Software Market due to the strict imposition of strict lockdowns, and restrictions on the movement of people from one place to another. The rising usage of AI and Data Analytics, and the rise in work-from-home employment have propelled the growth of the market.
Key Takeaways:
The Global Contact Center Software Market is expected to exhibit a CAGR of 21.2% during the forecast period due to rising frequent product approvals and launches. For instance, in July 2020 NICE Systems Ltd., an Israeli software firm that focuses on contact center software, launched ENLIGHTEN Fraud Prevention.
Among regions North America, Asia Pacific, and Europe are anticipated witness robust growth in the global Contact Center Software Market due to the rising collaborations and partnerships, increasing product approval and launches, and increasing demand for AI and Data Analytics. For instance, in January 2023, NICE, a New York-based CCS provider, started a global strategic collaboration with Cognizant to accelerate customer experience alteration.
