Contact Center Software Market size is valued at USD 37,527.1 million in 2021 and is expected to grow at a CAGR of 19.6% during the forecast period 2022 to 2028. The global market provides a detailed overview of the global contact center software market, and that can be segmented by solution, by service, by deployment, by enterprise, and by end user. By solution, the global contact center software market has been segmented into Automatic Call Distribution (ACD), Call Recording, Computer Telephony Integration (CTI), Customer Collaboration, Dialer, Interactive Voice Responses (IVR), Reporting & Analytics, Workforce Optimization, and Others. The interactive voice responses (IVR) Contact center software segment is likely to be the largest and fastest-growing segment in terms of type. Based on Service, the global contact center software market is segmented into Integration & Deployment, Support & Maintenance, Training & Consulting and Managed Services. Among these, the integration and deployement segment is expected to have the fastest-growing market during the forecast period 2022-2028. Based on deployment, the global contact center software market is segmented into Hosted and On-premise. The on-premises segment accounts for the largest share in 2021. Hosted segment is the second-largest share during the forecast period 2022-2028. Based on the enterprise, the segment has been segregated into Large Enterprise and Small & Medium Enterprise (SME). The large enterprise segment is expected to dominate other segments in the global contact center software market. The small and medium enterprise segment is expected to witness the highest CAGR during the forecast period according to precision business insights. Based on end user, the global contact center software market is segmented into Banking Financial Services and Insurance (BFSI), Consumer Goods & Retail, Government, Healthcare, IT & Telecom, Travel & Hospitality and Others. The IT & Telecom segment accounts for the largest share in 2021.
In Sept 2022, 8×8, Inc., a leading integrated cloud communications platform provider, announced that Cape Air deployed 8×8 XCaaS with 8×8 Voice for Microsoft Teams to empower their employees to provide exceptional customer experiences.
In June 2021, Exotel, Asia’s largest cloud communication platform, and Ameyo, Asia’s largest contact center platform, announced merger to create the largest customer engagement cloud platform in the emerging markets.