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PUBLISHER: Grand View Research | PRODUCT CODE: 1301117
PUBLISHER: Grand View Research | PRODUCT CODE: 1301117
Contact Center Software Market Size, Share & Trends Analysis Report By Solution, By Service, By Deployment (Hosted, On-premise), By Enterprise Size, By End-use (BFSI, Government, Healthcare, IT & Telecom), By Region, & Segment Forecasts, 2023 - 2030
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Contact Center Software Market Growth & Trends
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.
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
Product Code: GVR-2-68038-400-0
Table of Contents
Chapter 1. Methodology and Scope
- 1.1. Market Segmentation & Scope
- 1.2. Market Definitions
- 1.3. Information Procurement
- 1.4. Information Analysis
- 1.4.1. Market Formulation & Data Visualization
- 1.4.2. Data Validation & Publishing
- 1.5. Research Scope and Assumptions
- 1.6. List of Data Sources
Chapter 2. Executive Summary
- 2.1. Market Outlook
- 2.2. Segmental Outlook
- 2.3. Competitive Landscape Snapshot
Chapter 3. Market Variables, Trends, and Scope
- 3.1. Market Lineage Outlook
- 3.2. Industry Value Chain Analysis
- 3.3. Market Dynamics
- 3.3.1. Market Driver Impact Analysis
- 3.3.1.1. Growing demand for automating customer care services
- 3.3.1.2. Growing emphasis on enhancing customer experience through omnichannel solutions
- 3.3.1.3. Growing preference for cloud-based contact center solutions
- 3.3.2. Market Challenge Impact Analysis
- 3.3.2.1. Inability to achieve Average Speed of Answer (ASA) and low First Call Resolution (FCR)
- 3.3.1. Market Driver Impact Analysis
- 3.4. Impact of COVID-19 Pandemic
- 3.5. Industry Analysis Tools
- 3.5.1. Porter's Analysis
- 3.5.2. PESTEL Analysis
Chapter 4. Contact Center Software Market: Solution Estimates & Trend Analysis
- 4.1. Solution Movement Analysis & Market Share, 2022 & 2030
- 4.2. Contact Center Software Market Estimates & Forecast, By Solution
- 4.2.1. Automatic Call Distribution
- 4.2.2. Call Recording
- 4.2.3. Computer Telephony Integration
- 4.2.4. Customer Collaboration
- 4.2.5. Dialer
- 4.2.6. Interactive Voice Response
- 4.2.7. Reporting and Analytics
- 4.2.8. Workforce Optimization
- 4.2.9. Others
Chapter 5. Contact Center Software Market: Service Estimates & Trend Analysis
- 5.1. Service Movement Analysis & Market Share, 2022 & 2030
- 5.2. Contact Center Software Market Estimates & Forecast, By Service
- 5.2.1. Integration & Deployment
- 5.2.2. Support & Maintenance
- 5.2.3. Training & Consulting
- 5.2.4. Managed Services
Chapter 6. Contact Center Software Market: Deployment Estimates & Trend Analysis
- 6.1. Deployment Movement Analysis & Market Share, 2022 & 2030
- 6.2. Contact Center Software Market Estimates & Forecast, By Deployment
- 6.2.1. Hosted
- 6.2.2. On-premise
Chapter 7. Contact Center Software Market: Entertprise Size Estimates & Trend Analysis
- 7.1. Enterprise Size Movement Analysis & Market Share, 2022 & 2030
- 7.2. Contact Center Software Market Estimates & Forecast, By Enterprise Size
- 7.2.1. Large Enterprise
- 7.2.2. Small & Medium Enterprises
Chapter 8. Contact Center Software Market: End Use Estimates & Trend Analysis
- 8.1. End Use Movement Analysis & Market Share, 2022 & 2030
- 8.2. Contact Center Software Market Estimates & Forecast, By End Use
- 8.2.1. BFSI
- 8.2.2. Consumer Goods & Retail
- 8.2.3. Government
- 8.2.4. Healthcare
- 8.2.5. IT & Telecom
- 8.2.6. Travel & Hospitality
- 8.2.7. Others
Chapter 9. Contact Center Software Market: Regional Estimates & Trend Analysis
- 9.1. Contact Center Software Market: Regional Outlook
- 9.2. North America
- 9.2.1. North America contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.2.2. U.S.
- 9.2.2.1. U.S. contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.2.3. Canada
- 9.2.3.1. Canada contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.3. Europe
- 9.3.1. Europe contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.3.2. U.K.
- 9.3.2.1. U.K. contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.3.3. Germany
- 9.3.3.1. Germany contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.3.4. France
- 9.3.4.1. Germany contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.3.5. Spain
- 9.3.5.1. Spain contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.4. Asia Pacific
- 9.4.1. Asia Pacific contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.4.2. China
- 9.4.2.1. China contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.4.3. India
- 9.4.3.1. India contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.4.4. Japan
- 9.4.4.1. Japan contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.4.5. South Korea
- 9.4.5.1. South Korea contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.4.6. Australia
- 9.4.6.1. Australia contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.5. Latin America
- 9.5.1. Latin America contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.5.2. Brazil
- 9.5.2.1. Brazil contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.5.3. Mexico
- 9.5.3.1. Mexico contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.6. Middle East & Africa
- 9.6.1. Middle East & Africa contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.6.2. Kingdom of Saudi Arabia (KSA)
- 9.6.2.1. Kingdom of Saudi Arabia (KSA) contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.6.3. UAE
- 9.6.3.1. UAE contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- 9.6.4. South Arica
- 9.6.4.1. South Africa contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
Chapter 10. Competitive Landscape
- 10.1. Company Categorization
- 10.2. Participant's Overview
- 10.2.1. 8X8, Inc.
- 10.2.2. ALE International
- 10.2.3. Altivon
- 10.2.4. Amazon Web Services, Inc.
- 10.2.5. Ameyo
- 10.2.6. Amtelco
- 10.2.7. Aspect Software
- 10.2.8. Avaya, Inc.
- 10.2.9. Avoxi
- 10.2.10. Cisco Systems, Inc.
- 10.2.11. Enghouse Interactives, Inc.
- 10.2.12. Exotel Techcom Pvt. Ltd.
- 10.2.13. Five9, Inc.
- 10.2.14. Genesys
- 10.2.15. Microsoft Corporation
- 10.2.16. NEC Corporation
- 10.2.17. SAP SE
- 10.2.18. Spok, Inc.
- 10.2.19. Talkdesk, Inc.
- 10.2.20. Twilio, Inc.
- 10.2.21. UiPath
- 10.2.22. Unify, Inc.
- 10.2.23. VCC Live
- 10.3. Financial Performance
- 10.4. Product Benchmarking
- 10.5. Company Market Positioning
- 10.6. Company Market Share Analysis, 2022
- 10.7. Company Heat Map Analysis
- 10.8. Strategy Mapping
- 10.8.1. Expansion
- 10.8.2. Collaborations
- 10.8.3. Mergers & Acquisitions
- 10.8.4. New Product Launches
- 10.8.5. Partnerships
- 10.8.6. Others
Product Code: GVR-2-68038-400-0
List of Tables
- Table 1 Global Contact Center Software Market, by Solution, 2017 - 2030 (USD Million)
- Table 2 Global Contact Center Software Market, by Service, 2017 - 2030 (USD Million)
- Table 3 Global Contact Center Software Market, by Deployment, 2017 - 2030 (USD Million)
- Table 4 Global Contact Center Software Market, by Enterprise Size, 2017 - 2030 (USD Million)
- Table 5 Global Contact Center Software Market, by End Use, 2017 - 2030 (USD Million)
- Table 6 Company Market Share, 2022
- Table 7 Company Heat Map Analysis
- Table 8 Key companies undergoing expansion
- Table 9 Key companies undergoing collaborations
- Table 10 Key companies undergoing new product launch
- Table 11 Key companies undergoing mergers & acquisitions
- Table 12 Key companies undergoung other strategies
List of Figures
- Fig. 1 Contact center software market segmentation
- Fig. 2 Information procurement
- Fig. 3 Data analysis models
- Fig. 4 Market formulation and valudation
- Fig. 5 Data validating & publishing
- Fig. 6 Market snapshot
- Fig. 7 Segment snapshot
- Fig. 8 Competitive landscape snapshot
- Fig. 9 Parent Market Value, 2022 (USD Million)
- Fig. 10 Contact center software market - Industry value chain analysis
- Fig. 11 Contact center software market dynamics
- Fig. 12 Contact center software market: Porters's analysis
- Fig. 13 Contact center software market: PESTEL analysis
- Fig. 14 Contact center software market, by solution: key takeaways
- Fig. 15 Contact center software market, by solution: market share, 2022 & 2030
- Fig. 16 Contact center software market estimates & forecasts, by automatic call distribution, 2017 - 2030 (USD Million)
- Fig. 17 Contact center software market estimates & forecasts, by call recording, 2017 - 2030 (USD Million)
- Fig. 18 Contact center software market estimates & forecasts, by computer telephony integration, 2017 - 2030 (USD Million)
- Fig. 19 Contact center software market estimates & forecasts, by customer collaboration, 2017 - 2030 (USD Million)
- Fig. 20 Contact center software market estimates & forecasts, by dialer, 2017 - 2030 (USD Million)
- Fig. 21 Contact center software market estimates & forecasts, by interactive voice response, 2017 - 2030 (USD Million)
- Fig. 22 Contact center software market estimates & forecasts, by reporting and analytics, 2017 - 2030 (USD Million)
- Fig. 23 Contact center software market estimates & forecasts, by workfroce optimization, 2017 - 2030 (USD Million)
- Fig. 24 Contact center software market estimates & forecasts, by others, 2017 - 2030 (USD Million)
- Fig. 25 Contact center software market, by service: key takeaways
- Fig. 26 Contact center software market, by service: market share, 2022 & 2030
- Fig. 27 Contact center software market estimates & forecasts, by intergation & deployment, 2017 - 2030 (USD Million)
- Fig. 28 Contact center software market estimates & forecasts, by support & maintenance, 2017 - 2030 (USD Million)
- Fig. 29 Contact center software market estimates & forecasts, by training & consulting, 2017 - 2030 (USD Million)
- Fig. 30 Contact center software market estimates & forecasts, by managed services, 2017 - 2030 (USD Million)
- Fig. 31 Contact center software market, by deployment: key takeaways
- Fig. 32 Contact center software market, by deployment: market share, 2022 & 2030
- Fig. 33 Contact center software market estimates & forecasts, by hosted, 2017 - 2030 (USD Million)
- Fig. 34 Contact center software market estimates & forecasts, by on-premise, 2017 - 2030 (USD Million)
- Fig. 35 Contact center software market, by enterprise size: key takeaways
- Fig. 36 Contact center software market, by enterprise size: market share, 2022 & 2030
- Fig. 37 Contact center software market estimates & forecasts, by large enterprise, 2017 - 2030 (USD Million)
- Fig. 38 Contact center software market estimates & forecasts, by small & medium enterprise, 2017 - 2030 (USD Million)
- Fig. 39 Contact center software market, by end use: key takeaways
- Fig. 40 Contact center software market, by end use: market share, 2022 & 2030
- Fig. 41 Contact center software market estimates & forecasts, by BFSI, 2017 - 2030 (USD Million)
- Fig. 42 Contact center software market estimates & forecasts, by consumer goods & retail, 2017 - 2030 (USD Million)
- Fig. 43 Contact center software market estimates & forecasts, by government, 2017 - 2030 (USD Million)
- Fig. 44 Contact center software market estimates & forecasts, by healthcare, 2017 - 2030 (USD Million)
- Fig. 45 Contact center software market estimates & forecasts, by IT & telecom, 2017 - 2030 (USD Million)
- Fig. 46 Contact center software market estimates & forecasts, by travel & hospitality, 2017 - 2030 (USD Million)
- Fig. 47 Contact center software market estimates & forecasts, by others, 2017 - 2030 (USD Million)
- Fig. 48 Contact center software market revenue, by region, 2022 & 2030, (USD Million)
- Fig. 49 Regional marketplace: key takeways
- Fig. 50 North America contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 51 U.S. contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 52 Canada contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 53 Europe contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 54 U.K. Contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 55 Germany contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 56 France contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 57 Spain contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 58 Asia pacific contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 59 China contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 60 India contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 61 Japan contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 62 South Korea contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 63 Australia contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 64 Latin America contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 65 Brazil contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 66 Mexico contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 67 Middle East & Africa contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 68 Kingdom of Saudi Arabia (KSA) contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 69 UAE contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 70 South Africa contact center software market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 71 Key company categorization
- Fig. 72 Company market positioning
- Fig. 73 Company market share analysis, 2022
- Fig. 74 Strategic framework
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