Contact Centre Software

Global Contact Centre Software Market is valued at USD 14.98 Billion in 2018 and expected to reach USD 48.29 Billion by 2025 with a CAGR of 18.2% over the forecast period. Increasing demands of technological solutions from IT and telecom, BFSI, government, consumer goods, retail sectors and other industries is expected to drive the market growth.
Scope of Global Contact Centre Software Market Reports –
Contact center software is a technological tool that deals with the effectiveness and efficacy of a contact center with a special focus on the interactions between customers and contact center agents. It is a space where all customer conversations across all social media occur. The center is a central point from where all contacts get managed. This provides facilities to handle clients’ contacts via different mediums such as, email, fax and telephone among others. The software comes in many forms and functions such as auto dialer, contact center monitors, call accounting solutions, call analytics, predictive driver, computer telephony interactive voice response, call recording and automatic call distributor. The software is used for enhancing customer service management for growing communication, responsibilities, productivity and efficiency.

Global contact centre software market report is segmented on the basis of component, deployment, organization, vertical level & regional and country level. Based upon component, global Contact Centre Software Market is segmented into softwares and services. Softwares are further divided into intelligent call routing, workforce optimization, reporting & analytics, intelligent virtual assistants, security, dialers, customer collaboration, automatic call distribution (ACD), computer telephony integration (CTI), call recording, interactive voice response (IVR) and others. Service segment is also further divided into professional services and managed services. Based on deployment market is classified into on-premises and cloud. Based on organization, the market is fragmented into small & medium enterprises and large enterprises. Based upon vertical, market is segmented into retail and consumer goods, BFSI, healthcare, government, IT & telecom, media & entertainment, travel and hospitality.

The regions covered in this Contact Centre Software Market report are North America, Europe, Asia-Pacific and Rest of the World. On the basis of country level, the market of Contact Centre Software  is sub divided into U.S., Mexico, Canada, U.K., France, Germany, Italy, China, Japan, India, South East Asia, GCC, Africa, etc.

Key Players for Global Contact Centre Software Market Report- Some major key players for global Contact Centre Software Market are Cisco Systems Inc., IBM Corporation, Oracle Corporation, NICE Ltd., Avaya, BT Group and many others.

Global Contact Centre Software Market Dynamics – The contact center software is in a growing need to accommodate the customer requirements and raising Omni channel communications and are  the major drivers of the global contact centre software market. Increasing demands from IT and telecom, BFSI, government, consumer goods and retail sectors are expected to drive the market growth. Customers can communicate and unite with institutions via number of channels like email, text, voice, mobile and social media. The Omni channel contact center software permits institutions to offer personal touch with customer interactions at the time of offering services. Enterprises require a solution which offers centralized control of service delivery over all the distinct channels, therefore, enterprises have started using Omni channel communication platforms that fuse all channels and give a compatible customer experience. 

However, difficulty to blend with inherent systems and the on-premise software are stationed on-site and cannot be moved, also the term on-premise software itself explains that the software is self-explanatory that means it is local to a contact center and whenever administrators, supervisors, representatives and agents are not active on premise and therefore, acts as the barriers for the growth of the contact center software market. 

Moreover, increasing developments in the technological field such as Internet of Things (IOT), analytics and artificial intelligence (AI) can create significant opportunities for revenue growth during the forecast period.

Geographically, this report split global into several key Regions, revenue (Million USD) The geography (North America, Europe, Asia-Pacific, Latin America and Middle East & Africa) focusing on key countries in each region. It also covers market drivers, restraints, opportunities, challenges, and key issues in Global Contact Centre Software Market. 

Key Benefits for Contact Centre Software Market Reports 
• Global market report covers in-depth historical and forecast analysis.
• Global market research report provides detail information about Market Introduction, Market Summary, Global market Revenue (Revenue USD), Market Drivers, Market Restraints, Market Opportunities, Competitive Analysis, Regional and Country Level.
• Global market report helps to identify opportunities in market place.
• Global market report covers extensive analysis of emerging trends and competitive landscape.

Contact Centre Software Market Segmentation:-
By Component:
•	Software:
o	Intelligent Call Routing
o	Intelligent Virtual Assistants
o	Workforce Optimization
o	Reporting and Analytics
o	Security
?	Fraud Management
?	Network Security
?	Others
o	Dialers
?	Predictive Dialer
?	Preview Dialer
?	Progressive Dialer
o	Customer Collaboration
o	Call Recording
o	Computer Telephony Integration (CTI)
o	Interactive Voice Response (IVR)
o	Automatic Call Distribution (ACD)
o	Others
•	Service
o	Professional Services
o	Managed Services

By Deployment:
•	Cloud 
•	On-premise

By Organization:
•	Large Enterprises
•	Small and Medium-sized  Enterprises (SMEs)

By Vertical:
•	Banking, Financial services, and Insurance (BFSI)
•	Healthcare
•	IT and Telecom
•	Travel and Hospitality
•	Consumer Goods and Retail
•	Government
•	Media and Entertainment
•	Others

By Region
• North America
o U.S.
o Canada
o Mexico
• Europe
o UK
o France
o Germany
o Russia
o Rest of Europe
• Asia-Pacific
o China
o South Korea
o India
o Japan
o Rest of Asia-Pacific
• LAMEA
o Latin America
o Middle East
o Africa

Global Contact Center Software Market Regional Analysis- The global contact centre software market is segmented into North America, Europe, Asia-Pacific and Rest of the World (ROW). North America is expected to get largest market size of global contact center software market owing to the huge focus on innovations gained by research, development and technological acceptance in this region. Moreover, Asia-pacific countries are anticipated to be fastest growing due to the presence of considerable small and medium-size(SMEs) and a large customer base in this region. Philippines has overtaken India to transpire as the world’s largest BPO destinations and industrial leader with up to 20% of global contact center software market share outsourcing. For instance 66% of consumers on an average uses three various communication channels for the contact purpose

Contact Centre Software Market Key Players:
• Cisco Systems Inc.
• IBM Corporation
• Oracle Corporation
• NICE Ltd.
• Avaya
• BT Group
• Other

This comprehensive report will provide:

• Enhance your strategic decision making
• Assist with your research, presentations and business plans
• Show which emerging market opportunities to focus on
• Increase your industry knowledge
• Keep you up-to-date with crucial market developments
• Allow you to develop informed growth strategies
• Build your technical insight
• Illustrate trends to exploit
• Strengthen your analysis of competitors
• Provide risk analysis, helping you avoid the pitfalls other companies could make
• Ultimately, help you to maximize profitability for your company.

Our Market Research Solution Provides You Answer to Below Mentioned Question:

• Which are the driving factors responsible for the growth of market?
• Which are the roadblock factors of this market?
• What are the new opportunities, by which market will grow in coming years?
• What are the trends of this market?
• Which are main factors responsible for new product launch?
• How big is the global & regional market in terms of revenue, sales and production?
• How far will the market grow in forecast period in terms of revenue, sales and production?
• Which region is dominating the global market and what are the market shares of each region in the overall market in 2017?
• How will each segment grow over the forecast period and how much revenue will these segment account for in 2025?
• Which region has more opportunities?

Interested in this report?

Get your sample now!

Download Sample