Contact Center Software Market: Global Industry Estimation, Dynamics, Regional Share, Trends, Competitor Analysis 2017-2021 and Forecast 2022-2028

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Contact Center Software Market by Solution (Automatic Call Distribution (ACD), Call Recording, Computer Telephony Integration (CTI), Customer Collaboration, Dialer, Interactive Voice Responses (IVR), Reporting & Analytics, Workforce Optimization and Others), By Service (Integration & Deployment, Support & Maintenance, Training & Consulting and Managed Services), By Deployment (Hosted and On-premise), By Enterprise (Large Enterprise and Small & Medium Enterprise (SME)), By End User (Banking Financial Services and Insurance (BFSI), Consumer Goods & Retail , Government, Healthcare, IT & Telecom, Travel & Hospitality and Others) and Geography.

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Report

Description

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.

Key Developments:

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.

Contact Center Software Market

MARKET SUMMARY
-
19.6%
  • Study Period– 2021 – 2027
  • Base Year– 2020
  • CAGR– 19.6%
  • Largest Market– North America
  • Fastest Growing Market– Europe

Contact Center Software Market

  • The contact center software market report gives comprehensive outlook across the region with special emphasis on key regions such as North America, Europe, Asia Pacific, Latin America and Middle East and Africa.
  • The contact center software market is segmented based on solution, by service, deployment, enterprise, end user and geography.
Key Players
  • 3CLogic (US)
  • 8×8 (US)
  • Alcatel-Lucent Enterprise (France)
  • Ameyo (Drishti-Soft; India)
  • Aspect Software (US)
  • Avaya (US)
  • BT (England)
  • Cisco (US)

Contact Center Software Market Drivers

Growing demand for automating customer care services and advanced technologies such as Artificial Intelligence (AI) and machine learning technologies are anticipated to propel the market growth over the forecast years. Moreover, the increasing preference for cloud-based contact center solutions is burgeon the market growth over the forecast years.


North-America Got Significant Share

Contact Center Software Market

North America is expected to witness the highest market share during the forecast period it holds a tremendous potential market for global contact center software due to increasing number of contact center software dealers.

Latin America
Latin-America
North-America
North-America
Europe
Europe
Asia Pacific
Asia-Pacific
Middle East
Middle East

Key

Key Findings of the Report

  • Global contact center software market expanding at significant CAGR over 2017 to 2021 due to increase in the awareness to providing effective communication to the consumers.
  • Based on of solution, service, deployment, enterprise, end user contact center software segment accounted for larger market revenue share in 2020 and projected gain market revenue share over the forecast period
  • Players focusing on innovation of newer products and collaboration strategies to retain market position in global contact center software market
Contact Center Software Market Segmentation


Location

GEOGRAPHY

Frequently Asked Questions

The fastest-growing segment of the global market is Interactive Voice Responses (IVR) because the interactive voice response systems can help businesses in assigning the caller to the concerned, help clients in resolving product-related queries without depending on customer care representatives. Contact centers with high call volumes are rapidly adopting IVR solutions to handle multiple calls.

Artificial intelligence integrated software, AI enabled chat bots, sentimental analysis with machine learning is trending in the contact center software market to assist in contact center software optimization.

Emerging technologies and cloud-based contact center are the opportunities in the market for lucrative growth worldwide.

Increased demand for cloud-based contact centers is driving the market growth. However, the initial high-cost investment may hamper the global market growth.


Report

Table Of Content

  1. Executive Summary
  2. Global Contact Center Software Market Introduction
    • Global Contact Center Software Market – Taxonomy
    • Global Contact Center Software Market –Definitions
      • Solution
      • Services
      • Deployment mode
      • Enterprise
      • End User
  1. Global Contact Center Software Market Dynamics
    • Drivers
    • Restraints
    • Opportunities/Unmet Needs of the Market
    • Trends
    • Global Contact Center Software Market Dynamic Factors – Impact Analysis
    • Global Contact Center Software Market – Competition Landscape
  2. Global Contact Center Software Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025
    • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
    • Year-over-Year (Y-o-Y) Growth Analysis (%)
    • Market Opportunity Analysis
  3. Global Contact Center Software Market, By Solution, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
    • Automatic Call Distribution (ACD)
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Call Recording
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Computer Telephony Integration (CTI)
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Customer Collaboration
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Dialer
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Interactive Voice Responses (IVR)
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Reporting & Analytics
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Workforce Optimization
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Others
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
  1. Global Contact Center Software Market, By Services, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
    • Integration & Deployment
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Support & Maintenance
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Training & Consulting
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Managed Services
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
  1. Global Contact Center Software Market forecast, By Deployment mode Type, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
    • Hosted
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • On-premises
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
  1. Global Contact Center Software Market, By Enterprise Area, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
    • Large Enterprise
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Small & Medium Enterprise (SME)
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
  1. Global Contact Center Software Market, By End User, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
    • Banking, Financial Services and Insurance (BFSI)
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Consumer Goods & Retail
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Government
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Healthcare
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • IT & Telecom
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Travel & Hospitality
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Others
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
  1. Global Contact Center Software Market Forecast, By Region, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
    • North America
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Europe
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Asia-Pacific
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Latin America
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Middle East and Africa
      • Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
      • Year-over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%)
      • Market Opportunity Analysis
    • Global Contact Center Software Market – Opportunity Analysis Index, By Solution, By Services, By Deployment mode, By Enterprise Area, End User and Region, 2019 – 2025
  2. North America Contact Center Software Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
    • Solution Type Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%), and Market Share (%)
      • Automatic Call Distribution (ACD)
      • Call Recording
      • Computer Telephony Integration (CTI)
      • Customer Collaboration
      • Dialer
      • Interactive Voice Responses (IVR)
      • Reporting & Analytics
      • Workforce Optimization
      • Others
    • Services Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%), and Market Share (%)
      • Integration & Deployment
      • Support & Maintenance
      • Training & Consulting
      • Managed Services
    • Deployment mode Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%) and Market Share (%)
      • Cloud
      • On-premises
    • Enterprise Area Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%) and Market Share (%)
      • Large Enterprise
      • Small & Medium Enterprise (SME)
    • End User Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%) and Market Share (%)
      • Banking, Financial Services and Insurance (BFSI)
      • Consumer Goods & Retail
      • Government
      • Healthcare
      • IT & Telecom
      • Travel & Hospitality
      • Others
    • Country Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn) Y-o-Y Growth (%) and Market Share (%)
      • S.
      • Canada
    • North America Contact Center Software Market – Opportunity Analysis Index, By Solution, By Services, By Deployment mode, By Enterprise Area, End User and Country, 2019 – 2025
    • North America Contact Center Software Market Dynamics – Trends
  3. Europe Contact Center Software Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
    • Solution Type Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%), and Market Share (%)
      • Automatic Call Distribution (ACD)
      • Call Recording
      • Computer Telephony Integration (CTI)
      • Customer Collaboration
      • Dialer
      • Interactive Voice Responses (IVR)
      • Reporting & Analytics
      • Workforce Optimization
      • Others
    • Services Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%), and Market Share (%)
      • Integration & Deployment
      • Support & Maintenance
      • Training & Consulting
      • Managed Services
    • Deployment mode Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%) and Market Share (%)
      • Cloud
      • On-premises
    • Enterprise Area Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%) and Market Share (%)
      • Large Enterprise
      • Small & Medium Enterprise (SME)
    • End User Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%) and Market Share (%)
      • Banking, Financial Services and Insurance (BFSI)
      • Consumer Goods & Retail
      • Government
      • Healthcare
      • IT & Telecom
      • Travel & Hospitality
      • Others
    • Country Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn) Y-o-Y Growth (%) and Market Share (%)
      • Germany
      • UK
      • France
      • Spain
      • Italy
      • Russia
      • Poland
      • Rest of Europe
    • Europe Contact Center Software Market – Opportunity Analysis Index, By Solution, By Services, By Deployment mode, By Enterprise Area, End User and Country, 2019 – 2025
    • Europe Contact Center Software Market Dynamics – Trends
  4. Asia-Pacific Contact Center Software Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
    • Solution Type Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%), and Market Share (%)
      • Automatic Call Distribution (ACD)
      • Call Recording
      • Computer Telephony Integration (CTI)
      • Customer Collaboration
      • Dialer
      • Interactive Voice Responses (IVR)
      • Reporting & Analytics
      • Workforce Optimization
      • Others
    • Services Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%), and Market Share (%)
      • Integration & Deployment
      • Support & Maintenance
      • Training & Consulting
      • Managed Services
    • Deployment mode Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%) and Market Share (%)
      • Cloud
      • On-premises
    • Enterprise Area Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%) and Market Share (%)
      • Large Enterprise
      • Small & Medium Enterprise (SME)
    • End User Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%) and Market Share (%)
      • Banking, Financial Services and Insurance (BFSI)
      • Consumer Goods & Retail
      • Government
      • Healthcare
      • IT & Telecom
      • Travel & Hospitality
      • Others
    • Country Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn) Y-o-Y Growth (%) and Market Share (%)
      • Japan
      • China
      • India
      • ASEAN
      • Australia & New Zealand
      • Rest of Asia-Pacific
    • Asia-Pacific Contact Center Software Market – Opportunity Analysis Index, By Solution, By Services, By Deployment mode, By Enterprise Area, End User and Country, 2019 – 2025
    • Asia-Pacific Contact Center Software Market Dynamics – Trends
  5. Latin America Contact Center Software Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
    • Solution Type Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%), and Market Share (%)
      • Automatic Call Distribution (ACD)
      • Call Recording
      • Computer Telephony Integration (CTI)
      • Customer Collaboration
      • Dialer
      • Interactive Voice Responses (IVR)
      • Reporting & Analytics
      • Workforce Optimization
      • Others
    • Services Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%), and Market Share (%)
      • Integration & Deployment
      • Support & Maintenance
      • Training & Consulting
      • Managed Services
    • Deployment mode Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%) and Market Share (%)
      • Cloud
      • On-premises
    • Enterprise Area Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%) and Market Share (%)
      • Large Enterprise
      • Small & Medium Enterprise (SME)
    • End User Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%) and Market Share (%)
      • Banking, Financial Services and Insurance (BFSI)
      • Consumer Goods & Retail
      • Government
      • Healthcare
      • IT & Telecom
      • Travel & Hospitality
      • Others
    • Other DiseasesCountry Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn) Y-o-Y Growth (%) and Market Share (%)
      • Brazil
      • Mexico
      • Argentina
      • Rest of Latin America
    • Latin America Contact Center Software Market – Opportunity Analysis Index, By Solution, By Services, By Deployment mode, By Enterprise Area, End User and Country, 2019 – 2025
    • Latin America Contact Center Software Market Dynamics – Trends
  6. Middle East and Africa Contact Center Software Market Analysis, 2014 – 2018 and Forecast, 2019 – 2025 (Revenue, USD Mn)
    • Solution Type Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%), and Market Share (%)
      • Automatic Call Distribution (ACD)
      • Call Recording
      • Computer Telephony Integration (CTI)
      • Customer Collaboration
      • Dialer
      • Interactive Voice Responses (IVR)
      • Reporting & Analytics
      • Workforce Optimization
      • Others
    • Services Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%), and Market Share (%)
      • Integration & Deployment
      • Support & Maintenance
      • Training & Consulting
      • Managed Services
    • Deployment mode Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%) and Market Share (%)
      • Cloud
      • On-premises
    • Enterprise Area Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%) and Market Share (%)
      • Large Enterprise
      • Small & Medium Enterprise (SME)
    • End User Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn), Y-o-Y Growth (%) and Market Share (%)
      • Banking, Financial Services and Insurance (BFSI)
      • Consumer Goods & Retail
      • Government
      • Healthcare
      • IT & Telecom
      • Travel & Hospitality
      • Others
    • Other DiseasesCountry Analysis 2014 – 2018 and Forecast 2019 – 2025 by Revenue (USD Mn) Y-o-Y Growth (%) and Market Share (%)
      • Gulf Cooperation Council (GCC) Countries
      • Israel
      • South Africa
      • Rest of MEA
    • MEA Contact Center Software Market – Opportunity Analysis Index, By Solution, By Services, By Deployment mode, By Enterprise Area, End User and Country, 2019 – 2025
    • MEA Contact Center Software Market Dynamics – Trends
  7. Competition Landscape
    • Strategic Dashboard of Top Market Players
    • Company Profiles (Introduction, Financial Analysis, Solution Type & Service Offerings, Key Developments, Strategies, and SWOT Analysis)
      • 3CLogic (US)
      • 8×8 (US)
      • Alcatel-Lucent Enterprise (France)
      • Ameyo (Drishti-Soft; India)
      • Aspect Software (US)
      • Avaya (US)
      • BT (England)
      • Cisco (US)
      • Enghouse Interactive (US)
      • Fenero (US)
      • Five9 (US)
      • Genesys (US)
      • Huawei (China)
      • IBM (US)
      • Mitel (Canada)
  1. Research Methodology
  2. Key Assumptions and Acronyms

Report

Company Profile

  • 3CLogic (US)
  • 8×8 (US)
  • Alcatel-Lucent Enterprise (France)
  • Ameyo (Drishti-Soft; India)
  • Aspect Software (US)
  • Avaya (US)
  • BT (England)
  • Cisco (US)
  • Enghouse Interactive (US)
  • Fenero (US)
  • Five9 (US)
  • Genesys (US)
  • Huawei (China)
  • IBM (US)
  • Mitel (Canada)

Description

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.

Key Developments:

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.

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