Contact Centre Software Global Market Report 2022

“Contact Centre Software Global Market Report 2022 ” from The Business Research Company provides the strategists, marketers and senior management with the critical information they need to assess the global contact centre software market.

This report focuses on contact centre software market which is experiencing strong growth. The report gives a guide to the contact centre software market which will be shaping and changing our lives over the next ten years and beyond, including the markets response to the challenge of the global pandemic.

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• Report will be updated with the latest data and delivered to you within 3-5 working days of order.

Where is the largest and fastest growing market for the contact centre software? How does the market relate to the overall economy, demography and other similar markets? What forces will shape the market going forward? “The Contact Centre Software market global report ” from The Business Research Company answers all these questions and many more.

The report covers market characteristics, size and growth, segmentation, regional and country breakdowns, competitive landscape, market shares, trends and strategies for this market. It traces the market's historic and forecast market growth by geography. It places the market within the context of the wider contact centre software market, and compares it with other markets.

• The market characteristics section of the report defines and explains the market.
• The market size section gives the market size ($b) covering both the historic growth of the market, the influence of the COVID-19 virus and forecasting its growth.
• Market segmentations break down market into sub markets.
• The regional and country breakdowns section gives an analysis of the market in each geography and the size of the market by geography and compares their historic and forecast growth. It covers the growth trajectory of COVID-19 for all regions, key developed countries and major emerging markets.
• Competitive landscape gives a description of the competitive nature of the market, market shares, and a description of the leading companies. Key financial deals which have shaped the market in recent years are identified.
• The trends and strategies section analyses the shape of the market as it emerges from the crisis and suggests how companies can grow as the market recovers.
• The contact centre software market section of the report gives context. It compares the contact centre software market with other segments of the contact centre software market by size and growth, historic and forecast. It analyses GDP proportion, expenditure per capita, contact centre software indicators comparison.

Scope

Markets Covered: 1) By Component: Software; Services

2) By Service Type: Professional Services; Managed Services

3) By Deployment: Cloud-Based; On-Premise

4) By End User: Banking, Financial Services, And Insurance (BFSI); Consumer Goods And Retail; Healthcare; IT And Telecom; Government

Companies Mentioned: Cisco Systems Inc.; Oracle Corporation; SAP SE; ZTE Corporation; NEC Enterprise Solutions

Countries: Australia; Brazil; China; France; Germany; India; Indonesia; Japan; Russia; South Korea; UK; USA

Regions: Asia-Pacific; Western Europe; Eastern Europe; North America; South America; Middle East; Africa

Time series: Five years historic and ten years forecast.

Data: Ratios of market size and growth to related markets, GDP proportions, expenditure per capita,

Data segmentations: country and regional historic and forecast data, market share of competitors, market segments.

Sourcing and Referencing: Data and analysis throughout the report is sourced using end notes.

Executive Summary

Major players in the contact center software market are: Cisco Systems Inc., Oracle Corporation, SAP SE, ZTE Corporation, NEC Enterprise Solutions, Genesys Telecommunications Laboratories Inc., Mitel Networks Corporation, Talkdesk Inc, Ameyo, 8x8, Aspect Software, Unify Inc., Five9 Inc., Vocalcom SA, Enghouse Interactive Inc., and NICE Systems Ltd.

The global contact center software market is expected to grow from $26.8 billion in 2021 to $31.95 billion in 2022 at a compound annual growth rate (CAGR) of 19.2%. The contact center software market is expected to grow to $65.5 billion in 2026 at a CAGR of 19.7%.

The contact center software market consists of sales of contact center software and related services by entities (organizations, sole traders, and partnerships) used for optimizing operations and communicating with customers by real-time call monitoring, routing customer contacts to agents, analyzing, tracking, and reporting critical metrics through a centralized platform. The contact center software is a telecommunication system that helps in increasing the efficiency of a contact center by focusing on interactions between contact center agents and customers.

The main components of contact center software are software and services. The contact center software improves the efficiency of the contact center and contributes to its success. The type of contact center software services provided is professional services and managed services that are deployed as cloud-based and on-premise. The various end-users of contact center software are banking, financial services, and insurance (BFSI), consumer goods and retail, healthcare, IT and telecom, and government.

North America was the largest region in the contact center software market in 2021. The Asia Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the contact center software market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, and Africa.

The contact center software market research report is one of a series of new reports from The Business Research Company that provides contact center software market statistics, including contact center software industry global market size, regional shares, competitors with a contact center software market share, detailed contact center software market segments, market trends and opportunities, and any further data you may need to thrive in the contact center software industry. This contact center software market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry.

The rapid growth in the adoption of the cloud-based contact center is significantly contributing to the growth of the contact center software market. The cloud-based contact center is hosted on an internet server through which all inbound and outbound customer communications are handled. The growing adoption of the cloud-based contact center as they provide more scalability and flexibility than traditional contact centers is promoting the growth of the contact center software market. For instance, according to a survey conducted in 2020 by Cisco Systems Inc., a US-based networking hardware company, 62% of contact center decision-makers have shown their interest in implementing a cloud-based contact center in the next 18 months. Therefore, the rapid growth in the adoption of the cloud-based contact center is driving the growth of the contact center software market.

Technological advancements are the key trends gaining popularity in the contact center software market. Enterprises are integrating artificial intelligence to enhance the efficiency of contact center software. AI helps in analyzing customer behavior, providing customer insights, reducing the waiting time of customers, and estimating real-time future behavior of the customer. For instance, in July 2020, NICE Systems Ltd., an Israel-based software company specializing in contact center software launched ENLIGHTEN Fraud Prevention, a customer engagement AI platform with voice biometrics capabilities for automatic fraudster detection. The system is based on predictive behavioral models which aim to determine and score agent behaviors to improve sales opportunity discovery and customer satisfaction. It can scan millions of voice interactions to detect risky and abnormal behavior including authentication methods and requests to change addresses without relying on agents to manually capture dispositions. It helps organizations to prevent exposure of personally identifiable information, protect customers from account takeover and reduce fraud losses, and safeguard brand loyalty.

In October 2019, Cisco Systems Inc., a US-based networking hardware company acquired CloudCherry for an undisclosed amount. With this acquisition, both companies together will help companies to transform their contact center to deliver reactive care, to move from isolated customer interactions to cohesive ones, and provide predictive support and engaging experiences for improved business outcomes. CloudCherry is a US-based customer experience management company that provides out-of-the-box integrations, customer journey mapping, and predictive analytics to help contact center agents.

The countries covered in the contact center software market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, and USA.